ComplaintsforInternational Autos, Inc.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract to buy a 2025 *** X5 I Called an hour later to change my order. They didn't take my call. I only talked with the sales gal that day. The Manager ***** would not call me back...finally called on the 18th of June and I bought it on June 13th See my letter to *** Thank you!****:)

  Customer response

  09/06/2024

  Hi,

  I stopped the check after he fired me as a customer.  ********* couldn't help me because of the laws of the credit card service.  The would not let me take back the down payment.  They said I have to get a lawyer to help me.  So I am still out the $2000.

  I guess this is a old fashion tactic that car dealers use to do...well looks like they still are!  Why arent they acredited with the BBB?

  Thank you so much!

  ****

  Business response

  09/23/2024

  **** purchased a car to be built and provided all of the specs for the vehicle.  She provided a deposit and signed the built sheet for the order.  **** called the next morning stating she was misled and lied to, accused sales person of being unethical. She claimed to have purchased an X7 from the showroom floor.  She didn't test drive or inquire about an X7 at only point during her visit.  

  *** ******, GM, had conversation with ****.  She agreed to come in and go over some of the points she was concerned with.  She had brought Pun flowers from her garden and was here for over 3 hours.  She returned home and was to let us know if she wanted the X5 (what she had ordered) or wanted the smaller X3 SUV.  

  She called the following Monday with concerns about being misled, and that her ordered vehicle had been traded.

  We have handled the situation professionally, inviting her in to answer all of her questions after she completed the build.  **** has repeatedly called and accused the staff of lieing, or misleading her during the process.  She has proceeded further by filing a complaint wtih the **************************************, of which we successfully won.

  We have forwarded the matter to our legal team to collect the remainer of the balance due of the 5% of $2179.00.  The is the remainder of her $2000 deposit and $4179.00 penalty.

   

   

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Week of April 16th, I took my car to the dealership for diagnostics on air shocks and engine volume. The dealer recommended replacing rear air shocks and the timing chain, which was covered by the warranty. We agreed to have them repair the timing chain. The dealership filed a claim with the warranty company, who denied it because the dealer tore down the engine without authorization. The dealer had claimed the warranty company requested this teardown.I paid out of pocket for the repair. When I picked up the car on May 9th, it had fresh scratches, a louder ticking/knocking noise, and the check engine light was on. A manager advised leaving the car. I spoke to *****, who said the timing part might be bad, and that they would have a mechanic examine it.The warranty company alerted me to a second claim by the dealer for a new repairreplacing the cylinder head for $19k. The warranty company later denied this claim, stating International Motors use of a special tool caused failure in the oil supply bore.I never authorized the use of a special tool or repair to the cylinder head. From the beginning, the dealership's story has conflicted with the warranty companys narrative. Today, my car remains with the dealer since ****** is in worse condition with a loud knocking noise, a damaged cylinder bore, and the dealers only solution is to sell me a new car or for me to pay $19 thousand dollars for the repair (which is more that the GL450's value).

  Business response

  08/29/2024

  On Thursday, April 18th, ******* and *********************** dropped off their 2014 GL450 with several concerns they requested we look into,  and submit a claim to their third-party warranty company, Endurance. Their main concern was that the rear vehicle would lower  when parked, indicating a suspension issue. They indicated a secondary concern was a loud rattle at the time of initial startup coming from the engine that went away after a few seconds. The customer approved diagnosing the concerns and left the vehicle.
  Our technician diagnosed that the vehicle needed rear air bellows for the suspension. Duplicating the concern with the rattle, the technician found a service bulletin from  ************** indicating an issue with the left and right secondary chain tensioners along with the oil check valves in the front of both cylinder heads, causing the noise. A claim was filed with Endurance who stated that suspension work is not covered, but they could possibly cover the chain tensioners. To get that work approved, they would need the owner/customer to approve the tear down of the vehicle so that an adjuster can confirm the issue. Endurance was called to confirm Because the issue would be confirmed via the rattle at startup, and would not be confirmed through tear down. Twice, Endurance confirmed between two agents that they need a tear down.The customer approved and the technician removed the upper front timing covers to the concerned area with the faulty chain tensioners. The adjuster from Endurance arrived to inspect.  took a video and we provided documentation from Mercedes for the bulletin to install new oil check valves for both cylinder heads. Endurance denied the claim because they could not confirm the noise with the front engine covers removed. We were in constant communication with the customer, who then approved the repairs with the upper timing covers removed.
  After repairs were completed, we test drove the vehicle and the issue seemed to be corrected; however, when the customer came to pick up the vehicle, the rattle noise came back on the driver's side tensioner only. The passenger side that was also replaced had no rattle. A new repair order was opened on Monday, May 13th. Endurance was called to let them know the noise returned on the drivers side only, and their adjuster could come out to confirm . The adjuster came out, confirmed the noise and the repair was approved by Endurance. 
  Unfortunately,after these secondary repairs we found the rattle was still happening at the time of start-up. It was here that our technician meticulously inspected the area of concern. What was found had no bulletins or previous indicators and could not have been verified without first performing the recommended repairs per the service bulletin. What was found was that there is an imperfection of the bore allowing oil not to hold oil pressure causing the tensioner on the driver's side to bleed down with engine off. The   cylinder head would need to be replaced on the driver's side. A claim was submitted to Endurance.
  However,given the magnitude and cost of repairs, Endurance was taking an excessively long period to review the claim, calling back several times with peculiar questions concerning the original repairs. 
  Ultimately,Endurance called both the customer and our supervisor stating they were denying the claim. Their reasoning was that they believed the issue with the bore in the cylinder head was caused by damages from our technician at the time of the original repair. We advised the customer that this reasoning is nonsensical. No repairs, especially inserting check valves and tensioners with a specially designed tool from Mercedes, would cause a bore in the cylinder head to expand.
  The customer came in to the dealership to review the process and we were as transparent with them as possible. We had put several hours into their vehicle to try and help them through this situation. We communicated with them throughout the process and provided them with all the information we had. They wanted us to get on a three-way call between them and ****** from Endurance;however, after a week of reaching out to Endurance and ****** we have received no response.
  On our end, nothing more can be done at this point. Endurance has denied the claim for their own reasons, we cannot perform any unauthorized repairs as the vehicle and the failed parts are not covered under ************* warranty. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Alfa Romeo Stelvio Quadrifoglio has been in for repairs after a tire center installed the rear wheel in the front drivers side when I swapped ******* for ******* on May 10 2024. The incident took place at less than 10 mph. I had the car towed to International Autos the same day after the tire center determined that they were at fault and took responsibility. The tow company recorded ****** miles on the odometer. International Autos has not ordered the correct parts for the car resulting in delays. The wrong wheel was ordered. After mechanical repair was done the car was sent to the collision center and a front fender panel was ordered June 16. The part is yet to arrive. I walked in to the dealership and requested they provide the contact info of the ** at Alfa Romeo who was in charge of customer experience so I could give them an explanation so they are aware of these issues and being made aware they can identify and fix delays in parts delivery. Instead, *******************, GM at International Autos chose to provide me only the Alfa Romeo customer care number and walked me out saying they did not need my business. I need ***************************** contact information at this point. After walking out of International Autos I did the research myself to find out who the Chief Customer Experience Officer is at Alfa **********************. Considering International Autos reputation on BBB, I neither care for their response, or involvement any further than this - we all know how to avoid bad apples. Unfortunately my vehicle is still at their ***************** and I had another GM, *****, apologize for Dans behavior and request I wait till 8/2/24, as that is when the part is supposed to be delivered. I have had many such updates given to me this past couple months since I dropped the vehicle off at this dealership for repairs; therefore I am filing this complaint now instead of waiting for said delivery date. I just want my car back!

  Business response

  08/29/2024

  The parts have arrived, vehicle repairs have been completed, and the vehicle released back to the customer. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my son's car in for some work to be done. I was never given any kind of estimate or base cost to review the car as they have always done in the past. I needed 2 problems addressed and an oil change. Within 1 hour of dropping off the car I was called and told they could not fix one problem and the second issue they couldn't tell me how much to fix it or if it could be repaired. To my shock when I picked *** the car I was charged $220 ($440 total) each for the 2 problems that needed repair which they didn't do and a little over $200 for an oil change. This companyis just flat out stealing money from customers and should be avoided at all cost. I should have been given an estimate that I thought was state law but I guess that doesn't apply to them.

  Business response

  07/09/2024

  The customer came in with 4 requests on this repair order and they are as follows. 
  
  First being an active check engine light in which the technician performed diagnosis and found that the vehicle is showing active faults for a catalytic converter, due to the age of the vehicle the catalytic converter is no longer available through the manufacturer. 
  
  Second being a standard oil and filter change which was completed 
  
  Third the customer requested an automatic transmission fluid service on the vehicle and after receiving the quote of $733 the customer declined that service. 
  
  Lastly the customer had a concern regarding a Theft Warning on the dashboard, after extensive diagnosis on the vehicle through the control modules associated with the ignition system it was determined that the vehicle is in need of a new key as the control module inside the key itself has gone bad and requires replacement, this repair was quoted and declined at this time. 
  
  The customer was charged accordingly as to the work that was performed on the vehicle, being two diagnoses on different components on the vehicle, and an oil change.
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***I am sending you the email below. It is the same email I sent to AUDI USA, and it went to the dealership also.***I bought my on December 30, 2023. Its a 2021 Q5. Right after I got the car, I noticed that when it is on the highway and it reaches a certain speed, when you apply the breaks to slow down, there is a noise that sounds like a washing machine is off balance. I brought the vehicle into the shop and the Service Consultant let me know that I had warped disc pads. He said they would make the repairs and cover the cost. The next day I did get on the highway and noticed that the noise was still there. I took it again and it was looked at again. I was told again that the service department had looked it over and could not find an issue with the car.It has been 3 months since the repair was done and I still hear the same noise when I apply the breaks while slowing down from the highway. Couple of things I want to point out 1.The Service Consultant Mo Hijjawi was the epitome of Good Customer ************* communication was great. I was informed of what was happening with my care the entire time.3.I am really surprised that no one asked me to go for drive and point out what I am hearing. I hope this can be repaired so that I continue my trust with Audi and theyre Customer Satisfaction.I have sent this email to International Autos Group.Have you already contacted the dealership regarding this issue? If so, when did you reach out to them? Yes If you have already contacted the dealership, what was their response to your concern? They had me bring the car back, but could not find the problem. When did this incident occur? I took the car in for service in January and February of 2024. The name of the dealership you are currently working with: International Autos Group, ***************************************, ************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from this company which was supposed to have an extended warranty which showed this on the original purchase documents. Dealership said this was not valid so I was willing to purchase the extended warranty. The finance director ( *******************************) then offered to sell the extended warranty at cost for $2,992. When I emailed back to send me the payment form there was no communication to make payment. He apparently left the company and I was put in touch with ********************* who refuses to honor the pricing, then added an additional $1k to the price, and was very rude. He refused to put me in touch with his manager and hung up on me. He has now stopped responding to my emails even though I am a customer who purchased an expensive car from them.

  Business response

  03/26/2024

  Yes, we agree that the car did originally have a warranty.  Per your request, we cancelled that warranty and refunded you accordingly.  We understand your frustration, but after looking it ****** misquoted the price.  The appropriate pricing was quoted by ********************* per ******************* (General Manager).  It's also important to note, the vehicle was purchased from us three years ago and you live in *******.   By now, you have shopped the warranty and know that price cannot be duplicated as it's not the accurate model.  We are sorry for the misunderstanding, however, understand it would have been caught at the time of payment as it was the incorrect warranty and the price would not have covered the cost.  If you have any further questions, please feel free to reach out to *******************, General Manager at ************.

   

   

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We paid ******* for a amg from this dealership. The customer service here is absolutely horrible. Not just this incident, but any interaction after purchase is well below average. We hit a deer and took the car here for repair. They had the car for 9 MONTHS. 3 of those months were verified by voicemail and manager conversation the car sat in the shop , untouched and just collecting dust because the body shop manager failed to submit documents and was eventually fired for not doing his job but this went on for months or years and nobody higher up addressed the problem until our car was there too long. They had internal issues and that lead to us paying 3,000$ a month, for their problems, during at least 3 months while our car depreciated a whole year worth of value and after 9 months wasnt even completely fixed properly! The platform manager ******************* met us to discuss about fair compensation of our losses. He was extremely rude, condescending, and had an unconcerned and demeaning attitude from the start. He took 0 responsibility, told us we had excellent service and would not address the issue. He even went on to lie about parts , when we talked to the actual manager and body shop lead who verified parts were not what caused the 3 month delay. We want the 3 months our car sat paid for by international auto because it is not our fault they didnt manage the company and not work on our car and those are the loses we incurred during this time. They are supposed to be a 5 star company. We paid for luxury, honest, trustworthy and exceptional service. We received 1 star. Constantly lied to about when itll be ready. It was initially supposed to be ready after 2 months and it took 9. This companys ********************** are liars, and Cheaters and care more about more money than people and substance. *******************, worst customer service representative. His role is customer satisfaction, he is not a service man/people person. We wouldve had better from a neighborhood mechanic!

  Business response

  07/12/2023

  We provided the customer a loaner car during the time that their car was in the body shop.  There was a parts shortage that impacted the availability and amount of time to receive parts.  There is nothing more we could have done in the situation.

   

   

  Customer response

  07/17/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *******************

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/22/2023 - $2,848.47 - they replaced a gasket, battery, spark plugs and were supposed to do a routine check. - when picking up the vehicle all service lights were still on. My brakes made a strange sound when breaking. I never left the lot and asked that my breaks be checked, the lights be checked agin and a break flush be performed. Flush was done I was never called to pick up my car. I had horrible customer service when trying to retrieve and pay for my own car. obtained the car and none of my windows or buttons worked. Garage had triggered a short circuit - I had to pay for repairs their team caused.MAY - $417.35 - replace module. - garage offered to change a head light to recompense my experience with them. This was not done.- My mother picked up the car and all service lights were still on. Prior to driving off the lot, the engine is making a rattling loud sound and revving with the slightest acceleration. This garage has caused more damage to my car than fix what I have asked to be fixed. I would like for my vehicle to be restored to its original functional state, not what it currently is at the hands of this business.

  Business response

  06/05/2023

  The vehicle came in on 4/7/2023, for battery and engine light coming on. We needed to jump the vehicle to get it in the shop- we found the vehicle needed a alternator, and battery. We did recommend a belt, spark plug, valve cover gasket. The customer did get these things done. When she came to pick up the vehicle the brake flush was showing due. She left the vehicle and we performed a brake fluid flush. Then the customer found the windows not working- this is a common issue with Mini ****** and mini has an extended warranty on them. This one however was not covered. We did get it taken care of for the customer and paid for the light bulbs. If the customer is still having issues with the vehicle we would be more than happy to take a look at the vehicle and take care of any problems if we caused them. 

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Absolutely worst customer experience of my life. Got rear ended at a red light and had minor bumper damage. International BMW had my car for 4 months to fix this. I've had cars with 10x the damage fixed in 2 weeks at other body shops. They never called me to give me an update. Not once. I had to call them every time. And when they finally answered the phone (cause they rarely do) they would say "oh ya we're working on your car, it should be another 2 weeks." Then I would call 2 weeks later and they would say "oh we had to order another part, it will be another 2 weeks". Then I'd call 2 weeks later again and they said "oh the other tech ordered an after market part but we only install OEM ***** parts so we had to order the correct *** part so it will be another 2 weeks." This makes absolutely no sense. If you know you only install *** parts, why would you order something else?? They always said "oh we'll call you and update you on your car next week." More lies. Finally got my car back today and THEY DIDN'T EVEN PUT IT ALL BACK TOGETHER!! The entire floor of the trunk is exposed, including a bunch of fuses that I should not be able to see. I can't use my trunk right now. ALSO, I'm now getting error codes that my passenger side headlight is out AND my battery is draining more power than usual. I wasn't getting those before they had my car. The battery error might make sense cause they killed my old battery. I asked them why the didn't disconnect the battery since it was sitting in their garage for 4 months and the guy on the phone said "ya usually we do that but idk we didn't this time." Are you serious? I'm afraid to take it back and not have my car for another 4 months. This level of negligence and incompetence should be criminal. The only silver lining is that insurance covered everything. However, this experience has convinced me to never purchase from them again, and perhaps to never purchase another *** again.

  Business response

  06/05/2023

  We spoke with the customer and he is returning to have the issues readdressed and the panel installed. 

  Customer response

  06/05/2023

  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.
  
  [The customer service is absolutely horrendous and unacceptable. I called International Autos ********* center on Tuesday 5/30 to ask why the trunk part was not installed. A woman told me that it was her fault because she had to order a new trunk part and then forgot to tell anyone else. Does this make sense? None of the excuses I was given make any sense. Unless this is the most unorganized auto shop ever. Why would she not tell a single coworker that this part needed to be ordered? Who opened my trunk, saw the missing part, and thought "yes this car is ready to go back to its owner"? Regardless, fine, I can wait a few more days for the new trunk part. I got a call later in the week that the part had arrived and scheduled a time to bring my car back in. I bought my car back on Friday 6/2. I waited 90 minutes in the waiting room and then they brought me my keys and said I was good to go. I left the parking lot but then decided to check their work before I drove all the way home 30 minutes away. I pulled into a the nearest parking lot and opened up my trunk. THE ***** PART WAS STILL NOT INSTALLED. WHAT DID THEY DO FOR 90 MINUTES WHILE I WAS WAITING?? I immediately turned around and drove back to the collision center. ******* asked me what was wrong and I told him they didn't even install the trunk part that they ordered - the main reason I came back in that day. Another 10 minutes and the trunk floor part was FINALLY installed. However, IT IS THE ORIGINAL TRUNK ***** PART THAT WAS IN MY CAR WHEN I DROPPED IT OFF BACK IN FEBRUARY. I also reached out to the insurance company they worked with and confirmed that no additional parts or labor had been added to the claim since 04/02/2023. SO THIS WOMAN LIED TO ME ABOUT ORDERING THE NEW TRUNK PART. What is the point of this? What do they have to gain by lying to their customers so blatantly? WHAT ELSE HAVE THEY LIED ABOUT? I know for a fact based on my dashcam footage that my car sat in their shop for the first 2 months and was not worked on. Maybe this is why it took them over 4 months to finish "fixing" my car? It's possible they were waiting for parts in the beginning, but the obvious and completely unnecessary lie about ordering the trunk part throws serious doubt into their credibility. How do they stay in business when this is how they treat their customers? This has hands down been the worst auto experience of my life. Just super lazy and dishonest.]
  
  Regards,
  
  *********************

  Business response

  06/14/2023

  ***************************, service director, has spoken with the customer and verified everything has been completed and corrected. He did find a lack of communication and misinformation during the repair process on our side. Since the complaint,  we have removed one employee from the department, and are implementing a process to ensure these issues do not happen in the future. **************** is not sure if he wants to do further business with ** due to this experience. We told **************** if he does choose ** for any future service or sales business, we will take this situation into consideration, and provide some goodwill at that point. 

  Customer response

  06/14/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Hopefully the changes you make moving forward are effective.
  
  Regards,
  
  *********************
  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/19/2022 I brought my "2014 MB CLA250," to this dealership for a "diagnostic check". Vehicle did not have the engine light turn on. I note to them that it just read "service battery," on the car dash board. I stated to them I had just installed a NEW battery 1 day prior to bringing it to the dealership, and showed them my receipt. I stated to them "I DID NOT NEED A NEW BATTERY." After, the diagnostic was done. They stated the "Alternator," was the problem. I agreed on having the alternator which a included 1 year warranty and labor.Vehicle was ready for pick up, when they went over the charges, they had charge me for a ************** battery," and "Labor to installed battery." and the "Alternator part," and "Labor to installed Alternator". I ask to speak to service management, to removed the, ********* ******* charge as well as labor to installed", as I never agree to this service. Service Manager "*****", claimed this was impossible, due to the labor already done. Stated, "Service Technicians get paid in this way." My vehicle was in there dealership for 1 month, "management claimed all he can do was give me a discount." I paid for "******* installment labor $178.00," in which I DID NOT REQUEST. He was able to refund the battery cost and remove it, but did not refund the "battery labor installment". NOW on 02/01/2023 I brought my vehicle back, so they can check the "Alternator," since is under a "1 YEAR warranty " and the vehicle shut down on me." Even with Warranty they CHARGE ME again $209.95 to check Alternator status. They verbally told me there is a vehicle leak that is causing the Alternator not to work properly. An, in writing they stated the Alternator is in "good conditions". I just want my vehicle fix, and I do not want to continue to pay for unnecessarily labor charges. I want them to also ***** MY ALTERNATOR WARRANTY AND INSTALLED A NEW ONE. I am willing to fix the car leak with them, but I want to make sure that this is the only problem, because it seems like they always add on more stuff. I also requesting this JOB be done by a different Service Technicians please. Please HELP me, I just want my vehicle already it has been sitting at there dealership since 02/01/2023. I just feel like the service management ***** is not really being fair, and is over charging us. As, well as not granting our warranty.

  Business response

  03/20/2023

  Vehicle originally came in for a battery warning message displayed on Aug 10th 2022. The mileage at this vist was 69,351.The technician found the aftermarket starter battery was discharged and was unable to charge. Customer declined a new OEM battery and came by the service department to pick up her bad battery and change that with a replacement battery from an outside vendor. After the replacement battery was installed, the technician was able to complete a starting and charging system test. The alternator failed due to oil leaking on the alternator.. The customer agreed to replacing the alternator but not repair oil leaks. Customer was also given a $200.00 coupon for the alternator repair. On October 20th 2022, The customer came to service for a right front tire losing air pressure. The run flat tire was unrepairable, and a new replacement tire was installed at cost of tire and no labor charge. Customer returned on Febuary 1st, 2023. Mileage was 123,113.
  Client states the Alternatore was not charging. The technician noted that the oil leaking onto the alternator still exists. The alternator was charging at this time. Client refused repair of oil leaks,(They were going to another shop for the repair), but wanted the alternator replaced under warranty. This request was denied due to the oil leaks causing the alternator to fail. The customer did pick up the key for their vehicle in Feburary,and stated they would retrive their vehicle later in the day. The vehicle is still here.

*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. ↩