ComplaintsforYoung Automotive Group

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2014 Subaru Forester was serviced by young automotive and the technician over torqued the lug nuts on 3 of the 4 wheels causing damage to the studs causing them to break off. When attempting to contact the service manager to have them fix the damage they would not return my phone call after 3 attempts. Looking for compensation for damages

  

  Business response

  11/11/2022

  ****,
  
  After reviewing service records and as per our phone conversation on November 9th, tire and wheel rotation did not take place during your visit at our service department, and the damages you are mentioning didn’t happen during that visit and perhaps they might have happened at another service facility during a previous service.  To show good faith Young Subaru is willing to help out and cover labor cost for the repairs needed and for the mentioned issue so we can help you get your vehicle back on the road. 
  
  Thank you,
  
  Justin E******** / Young Subaru

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm in the military and was in the middle of a move from *******, ** to ***************** when my car broke down. I stopped at Young **** and they said the transmission needed to be replaced and offered to sell me another car. I purchased a used car in cash on June 18, 2022 to complete my move. The day after I purchased the car, the check engine light came on and it was an $800 fix. They said that the repair wasn't covered in my **** mile, 3 month warranty, but agreed to pay half. They never reimbursed me. About 3 weeks later the check engine light came on again and they again said they would cover nothing (cost is several thousand dollars). My biggest complaint is that they haven't completed the paperwork for me to get the vehicle registered. It was submitted to ******** in July and returned to Young **** because the paperwork wasn't complete. Despite my **************************************************************** to register the vehicle. The temp registration expired and they told me to drive it anyway and they would pay for the ticket! I of course did not do this and paid several thousand dollars to rent a car instead. They finally sent me another temp registration and it expires in 2 days. The paperwork still has not been submitted to allow me to register the vehicle. Every time I call they take a message and rarely call me back. I don't know what else to do. I have a lemon of a vehicle that I keep putting money into and they refuse to complete the paperwork so I can register and drive it after all the money I've paid to fix it. Please help.

  

  Business response

  10/24/2022

  We are very sorry to hear that your vehicle purchase experience has gone this way.  We will make sure you are reimbursed the other half of the bill that we said we would cover.  Please send us the invoice from the repair shop.  As far as the licensing, it appears you have been in contact frequently with our finance manager ***** who has given direction on how to get the licensing handled.  I recommend following that direction so this can be resolved quickly.  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We picked up our new Kia ****** at the end of August. On pickup the manager informed me that one of the keys was missing after servicing the vehicle, but since servicing was closed they could not look for it. We were advised that they would sent it to us once found or provide a replacement. We've reached out weekly but have not gotten a replacement or answers, only that someone will call us, but no one ever does. We still need either our vehicle key or a replacement key. Please note that we did not sign as items received in good condition, the sales rep put a line through and agreed for us, found out via email later that or signature was forged

  

  Business response

  09/29/2022

  ******************************* spoke with ********************************* about the BBB complaint and the issues with his new Kia ****** on 9/28/22. Currently the Kia ****** is being shipped to dealers with only one key and the second key is on recall and backorder. When ***** was in the dealership, he spoke with ********************************* who isnt 100% familiar with the recall and responded that we will look for the key and mail it to him when it comes in. No one ever followed up with the customer and this led to confusion and he felt like the dealership didnt care about him after the sale was made. Dallin with working with Kia ******** to get a key here as fast as we can and programmed and given to the customer. We are hoping to fulfill this request in the next couple of weeks.***** also received an email from *** Customer Experience which explained that he had received the car without any issues and his name was stricken out. This is part of the ************** system that we perform with each car delivery.The box was checked by our delivery specialist at time of delivery, and this wasnt fully communicated to him at this time. The signature line was blank because this page is just a template and doesnt add signatures to this page.****** explained this to *****, and he understood and remembered this process.The key still needs to be fulfilled and ****** is taking this over personally.

  Customer response

  10/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a call Sunday, August 21st from the ********************************** asking if I knew why my car was sitting in the **************** ************** parking lot (they were closed at the time) with the windows open and unlocked. I told them that was news to me as it had been at Young ****** in South ***** for repairs since June 19th. The police filed a stolen car report but were unable to get anyone from Young ****** to contact them. After not hearing anything from Young, I reached out to ****** Corporate. I finally got a call from Young after that but they still seemed to be under the impression that my car was in their lot and waiting for parts to come in. I finally managed to talk to someone September 16th and they seemed surprised by the whole thing. They asked when I wanted the car towed back to their shop and I asked if they had the keys still. They said no, I told them that I did not trust bringing my car back to them, especially if it was going to still be sitting on the lot and waiting for parts to come in. They did suddenly seem to think they could get all the parts in a timely manner. I'm not sure if it's taken so long for parts, they don't actually know how to fix the break issue, or because it was stolen and has been missing for awhile (prior to the call from the police, the last call I had from Young ****** was on August 6th letting me know that they were still waiting on parts). My husband and I did not see the car on the lot when we were at the shop August 19th for an oil change on our other car.

  

  Business response

  09/23/2022

  Hi *****,
  
  I tried calling you a couple of times on 09/20/22 &09/22/22 but I was unable to reach you nor able to leave you a voicemail due to your mailbox being full.  I also called your husband twice and left you both a voicemail on his phone but havent heard back.
  
  Were more than happy to help out and cover the cost of the repairs for you.  As you mentioned there are OEM parts still on back order and were unable to get them until ****** can produce the parts however we are able to get you aftermarket parts if thats the route you prefer to go. We also have these parts here and ready to perform the repair by a ****** trained technician at your convenience.  We can get the vehicle towed in to our service facility at no charge and then perform the repairs within 24hrs.
  
  Please let me know at your earliest convenience.
  
  Thank you,
  ******

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had traded in my ********** for a ****** versa to Avis car sales Friday June 10th. I don't have time to sign paperwork so June 11th I finished signing paperwork. A week later they had called me and said they couldn't find a bank to approve me. So I took the ****** back and asked if I could sell them my ********** Jetta because I wanted to get out of my lease. I went in and was ready to sign paperwork. I was there for 2 hours and nobody came and talked to me. They were just chit chatting with other coworkers so I left. They never called me. Never texted me until a week later and said I needed to sign paperwork. I told them I will come in if paperwork is ready. I signed the paperwork around June 27th. They had told me June 6th my car would be paid off. Then they told me June 22nd my car would be paid off. I called them every week regarding my car because the payments keep going up and I'm getting hit hard on my credit report. They had lost my odometer disclosure statement so I had to resign that. So august 8th I went to resign that paper. I had called them a week later and they said they sent the check and it would paid Tuesday August 23rd. I called today and they said that the information was wrong and it will be paid sometime next week. They have been telling me this for months and I cant seem to get an honest answer and I owe around **** for my car now. I just want my car paid off and for them to stop playing games because it is affecting me and the cosigner on the car.

  

  Business response

  09/01/2022

  The customer came to ********************** *********** to purchase a vehicle and trade in her car. After a full day of attempting to get her approved we couldn't obtain financing. She left and came back the next day saying she would just sell us her vehicle. We made an offer, and she accepted the offer. It is a lease,so she gave us her pay off for her vehicle leased through ********************* Fast forward nearly a month we finally heard back from VW, turns out the customer had an overage of payoff to the tune of $5,048 dollars. Called both clients and let them know in order to purchase the car from them they have to cover their lease overages. They kindly declined and said they will come pick up their car and just keep it instead of paying to clear the title of the overages. As of 8/31/22 she has picked up her car and parted ways as friends. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Dear Sir:8/22/22 My son, ***************************, is a disabled, 25-year Navy SEAL veteran. He is in the process of retiring and has just recently purchased a home in ********, **., while still being stationed in ********, ** He ordered a GMC ****** **** pickup from ******* Young Buick GMC dealership in ******, **., securing the order with a $2000 deposit. He also provided them with the details of pre-arranged financing information.He waited several weeks for the vehicle to arrive, then made a special trip back to **** to pick up the vehicle on Friday, 8/19/22. He was dealing with Salesman, ***************************** and Floor Manager ********************. At this point they informed him that they would charge him an additional $3300 for tinted windshield, clear bra and lo-***** Additionally, they told him that they would charge $2500 because he was not using dealer financing. At one point, ******************** told him, if you think you can get this truck without paying an additional $10,000, you are crazy.These two guys mislead him, lied to him and then became obnoxious when he called them on it. They are unethical, rude and dishonest. Their attempt to ***** him for more money is a violation of ***** anti gouging law SB 86. This dealer organization has 12, now 13 similar, serious complaints this year on the Better Business Bureau website. So this is not a communication issue but a systemic practice.In my view, at a minimum, they should be fined and not allowed to deal with consumers in the future.********************************* ****************** ************

  

  Business response

  08/26/2022

  Young Buick GMC and the ****** party have resolved the complaint as of 11:00 a.m. on Friday Aug. 26th. The transaction on a 2022 GMC ****** was concluded at MSRP, with only tax, registration and fees and no other additional products purchased by the customer. The ****** party has taken possession of the vehicle, with financing provided by USAA. The financing was arranged by the customer and was contracted based on the pre-approval from USAA. All concerns have been addressed and resolved at this point.
  Any further question may be directed to ********************* (General Manager).

  Customer response

  09/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new ****** Cross from Young ****** Automotive group in ***** ******* the beginning of the year 2022 after long waiting for a vehicle to arrive to this dealership:-- I am still waiting for the license plates to be mailed to me, as a receptionist agreed in March 2022.-- Lojack feature was not activated on a day of delivery.-- I was misinformed that my new car suppose to have a remote start feature ( the reason of purchasing this model ). As appears, I need to find an expert to figure it out. I was trying to reach a store manager, but he was not responding to my email. I would not recommend this dealership for any service.

  

  Business response

  08/12/2022

  She responded to my text and asked that we communicate via email. Realizing she was on her phone I called her right away hoping I could connect and find out what we need to do to help her. It went to voicemail I gave her my cell phone number and my email address and told her I would send her an email right away. I sent an email stating that we sent her plates on January 27 we had a tracking number but because so much time has passed the tracking number no longer will provide the information. I asked her to give me a call or send me an email so we can put together a plan to get her plates. 

  Customer response

  08/13/2022

   
  Complaint: 17590427
  
  I am rejecting this response because:problem is not solved.
  
  Sincerely,
  
  M S

  

  Business response

  08/29/2022

  We finally went to this customer's house and the car was in the driveway.  We have called, texted and emailed with no response whatsoever. After realizing she wasnt home ****** went to the *** to see what was going on and discovered that the *** accidentally put the address on the registration off by one number which led us to send her plates to a duplex across the street.  ****** just paid $12.00 and got her new plates, went to her house an put the plates on the car and the registration under her door mat.  Out of curiosity ****** went across the street to the duplex and the lady had just put the plates in her mail pile and didnt do anything with it.  So no contact but the plates are on the customer's car.
  
  *********************

  Customer response

  08/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  M S

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 voltsqagen passat In March 2022. Started paying $300 for car insurance in Febuary 2022 in April it went to the Hyandai Automotive for a oil valve seperator. On May 23rd 2022 i had to have roadside tow it back to the shop due to the starter and battery i paid $830 to have that fixed, Then on July 29, 2022 i was told the Cylander 3 was dead and they recommended a *** engine which costs $3,000. My bank loan is $9,999

  

  Business response

  08/18/2022

  Unfortunately, the client declined a Vehicle Service Contract, she bought a 2015 VW Passat that had been put into the shop and repairs done. State emissions were done and passed. The car did have *******+ miles unfortunately we could not for see the motor issues. However, it's odd that this complaint was filed. The customer is in my dealership trying to trade in and get into a new car. 

  Customer response

  08/26/2022

   
  Complaint: 17671024
  
  I am rejecting this response because: Now I am being told I need  a co-signer in order to get a vehicle which is not what I needed to purchase the car that has a bad engine. *** paid ontime for the last 6 months and am still continuing to make the payments without a co- signer. Its impossible to find someone that will co-sign. My father has passed and the rest of my family have also passed. I  have been on my own for the last year and am surving without anyone. Im a faithful payer to all my debts without another individual.
  Sincerely,
  
  *************************

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my used car on 6/25/22 and was assured that my car went through their service checks to ensure that i wasnt given a broken car. However, after leaving the dealership with my newly bought car i started driving on the highway and noticed that when I applied the brakes when going above a certain speed, my entire car would shake and it seems like the engine would oscillate, making me frightful off braking. When taking my car to their service department, i was told that my car wouldnt be covered under my warranty because the warranty only covers the engine and transmission. At this point, i still dont know what is wrong with my car and the service department representative told me to talk to the person who sold it to me. But for right now, i would still have to pay for the diagnostics. So i went to the sales department, and they reiterated that used cars go through a screening process to sift out problems, and if this is indeed deemed as something that shouldve been covered in the checks, that they would cover the cost. However if it isnt deemed as part of the used car checks then basically it was my fault for not noticing it during the test drive, (even though I definitely wouldnt have noticed it during the test drive because the problem only occurred when going over about 40 mph). I shouldnt have to fear for my life when using such an integral part of the car like the brakes. And now ive had to drive more than 100 miles to get to the service station just for them to tell me that it was my fault for not noticing such a dangerous flaw when I test drove the car. In addition, the service rep told me that my cars alignment was bad, but i dont know how that would be possible since it apparently went through those checks

  

  Business response

  07/11/2022

  6/15/22 - Vehicle finished in shop after reconditioning.Front and rear pads were replaced and rotors were machined. Alignment performed. (****** miles)
  06/25/22 ************************* purchased the vehicle. 
  07/05/22 - Car came in for a vibration when braking at highway speeds.  Found left front caliper bolt broken, causing excessive run out on rotors.  Replaced front rotors and caliper bolts at no charge to customer as good faith (******* miles).  When reconditing was performed on 06/15/22 caliber front bolts were intact. 
  07/06/22 - Customer was still feeling some vibration in the rear.  Machined rear rotors, no charge to customer as good faith. Had shop ******* test drive after to verify vibration gone. 
  07/06/22 Dealership called and left a message for ************************* to verify if all concerns had been addressed. 
  07/07/22 - Dealership called and left a message for ************************* to verify if all concerns had been addressed and dealership received a reply via text and ************************* said he can talk tomorrow after work. 
  07/08/22 - ************************* called back and the Dealership discussed his concerns and all the repairs that had taken place in order to fix all the concerns.  ************************* will also be receiving a $200 ************ Gift Card to help out with his time and travel for having to come back to get the repairs performed on the 07/05/22 and the 07/06/22.   
  
  As of 07/08/22 all concerns ************************* had been taken care of.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in to have some technical issues looked at and some body issues looked at. When the car was picked up it was covered in scratches all over the body paint and trim pieces. I brought this matter up with the service department manager and tried contacting the GM and even contacted the corporate office and no one will contact me to get this resolved. Very frustrating since this is me second brand new car bought from this auto group.

  

  Business response

  06/23/2022

  Dallin B******** contacted ****** on June 23, 2022. The biggest frustration he had was that no communication was ever handled by Scott W*****. Dallin let him know that Scott is no longer employed in the Young Automotive Group and that the last several weeks there was very poor communication. Dallin reviewed the MPVI and verified that the damages did occur while the vehicle was in our possession. Dallin is meeting with ****** on July 1, 2022 to visit our body shop and get these repairs fixed at no charge to the customer.

*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. ↩