ComplaintsforBenchmark Auto Sales, Inc.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The solenoid went out the day of leasing, THEN upon trying to return my vehicle the next business day ((when they opened)) they refused and said Id be out $3,500 if I didnt want the car!!! BUT THEN I took the ***** Odyssey that I had just leased from Benchmark to ****************. They found a TON OF ISSUES! Then I took the vehicle back to Benchmark for repairs under the 30day warranty, claimed/guaranteed my car was fixed. This was before I left for vacation, but I ended up getting stranded three states away from home with four adults and two children in the low 40s overnight. ((That was only three weeks after leasing the vehicle)) I paid $800 in repair costs before getting to our destination! I cannot forget the ABSOLUTE WORST THING, theyve done. I called and spoke to an account manager on Monday August 7th, 2023 and said I would be returning my car late next week, then I asked what I needed to do to terminate my lease contract early, they said bring the keys in, turn in my vehicle, and pay a $100 early termination fee, then Id be free and clear! ((Unfortunately after having a lemon of a car for 18 months, I could no long afford the repairs plus the monthly payment)) So the account manager claimed they made a note on my account and would see me next week. ((remember I said I would turn my car in late next week which would have been, the week of 8/14-8/18)) THEY REPOSSESSED MY CAR WITHOUT WARNING, which was Today on August 13th, 2023 No calls, not one voicemail, no text messages, no emails, absolutely nothing! ((Not even a week later))I am currently one payment late but also communicated that I would be voluntarily giving my car back, plus pay the early termination fee. Why was my car taken? Why was I put in a position where I lost money from not having a car to get to work on time? Why did Benchmark leave me in such a vulnerable position without one warning? Why did Benchmark not communicate with me?

  Business response

  08/17/2023

  I have attached the RO's of repairs that were done to ****************** vehicle at our service shop on 2/25/22. ************** wanted to continue to drive the vehicle without making any payments, unfortunately this is not our policy. 

  Customer response

  08/18/2023

   
  I am rejecting this response because:

  In 18 months, I missed two payments. ((Sarcasm)) Goodness gracious, make sure you give absolutely no leniency as life happens and emergencies arise where I needed extra time to make TWO missed payments in EIGHTEEN MONTHS!!!!!

  But on 08/07 or 08/08/23 I called and communicated with a accounts manager and stated when I would return the vehicle, pay off the balance, and pay the early termination fee to keep things in good standing.    

  My car was repossessed on 08/13/2023, even though I was returning the car within the next few days and paying off the balance, plus an early termination fee! ((I communicated all of this to Benchmark)) 

  But the very kind accounts manager told me when I called on Monday, 08/14/2023 that a text was sent by the General Manager, ***************************** on Friday, 08/11/2023 at 3:46pm stating I need to pay the balance off before the end of the business day which was 5:30pm. That means that I was given less than a 2hr notice to pay off the balance and no other form of communication was sent. No phone calls, no voicemails, and no emails. Unfortunately, the text was never received! But an urgent matter like this should have been communicated better, but the accounts manager also said no other form of communication was used to inform me of this matter! 
  

  I reject your response and I can also upload the history of repairs that were not corrected by ****************. 
  

  Benchmark lacks common curiosity and ethics. 
  

  
  

  Business response

  08/18/2023

  ************** entered in to a contract with Benchmark Auto on 2/25/2022. In her contract it states that her payments are due each week. When ************** called on 8/9/23 she was already past due on her payment. On 8/11/23 the vehicle still had not been returned to Benchmark Auto. ************** was sent two notifications this day one in the morning asking her to give Benchmark a call and another one in the afternoon letting her know the account had to be caught up before closing at 5:30pm. Benchmark did not receive any response. The vehicle was picked up on 8/13/23 due to non-payment. If you need to see documentation of the contract or payment history please let me know.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought a car from there paid about ***** in 4 years but once I finish my payments Im still waiting on them to give me title to car been waiting 5 months now Im trying to sell my car for financial problems but cant because no ****** been calling for months now .can I ***

  Business response

  08/07/2023

  To whom it may concern, I have spoken with **************. He let me know that his fiance ****************** had a vehicle with our ************* location. After reviewing her file, the notes state that the *** was not able to process her paperwork because her tag was expired (please see attached paperwork that was sent to the ***) the note on the side of the paperwork is from the *** officer.  I let ************** know, they have since paid for the renewal and the paperwork is back at the tag office. I let him know that it can take 4-6 weeks to receive the title from the ***.

   

  Customer response

  08/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. But it still took months after we fix the tags right away and it took numerous phone calls and this arrival and thank you to the Asheville location it may get resolved hopefully 
  
  Thank you. 
  

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got a 2009 ***** CRV from Benchmark, 5 months later, every service light turned on the dashboard while I was driving so I took the car to autozone for a reading where we discovered it was the engine which is supposed to be covered by Benchmarks power train warranty that they kept bragging on when I got the car. I called Benchmark and they came to pick the car up from my house Friday saying they would fix it under the warranty. I called them Wednesday to check the ************* said I now have to pay a $100 deductible to use the warranty I got upset because this was never previously mentioned, they also stated that the part needed for the repair was out of stock and they were waiting on my approval before continuing to search for it (even though no one ever reached out to me to relay this info, I had to call them to find out!) I was rudely transferred to about every manager on site after being told by the service and accounts manager that they didnt have time to discuss this with me and its not their problem I dont have transportation so I naturally became upset & wrote a review on ****** to share my experience with others. Well today I call them, its now Friday so its been 1 week without a car, Im trying to check the status and now theyre telling me that because I wrote a bad review, I now have to pay $500 + my car payment before they will repair the car because the owner doesnt tolerate bad reviews. This is extremely unethical and I now have no car. I now know Im not the only one thats been affected by their predatory practices. They should not be allowed to service the public with these terrible cars regardless of how affordable they may be!

  Business response

  04/07/2023

  As stated, this customer has an issue with the vehicle she took delivery of 5 months ago.  The issue is with the *** Spool valve, which is not covered under the powertrain warranty included with the vehicle.  We were originally willing to cover it as a goodwill gesture but require a $100 deductible to do so per company policy.  She became irate because of the deductible, began cussing everyone she could and hung up on multiple managers when each continued to tell her the same thing.  It is our company policy to charge a deductible and is non-negotiable.  She told us she wasn't paying it and hung up on us so we ceased doing anything else about it.  She then took to social media and ****** reviews spreading lies about what happened in attempt to slander our business publicly - a curious thing to do when also asking for a favor from the ones you are spreading lies about.  We also have a company policy when people lie on social media or other review platforms to no longer extend any goodwill gestures.  She called in today, several days after telling us she wasn't paying for it and hanging up on us, and was told the same.  Now she is complaining here, continuing to not tell the full truth, and we're not exactly sure what to do about it.  We will fix the vehicle as a goodwill gesture, if and only if, her account is current, she apologizes for cussing at everyone (nobody deserves to be treated the way she treated our staff, nobody), she has paid the deductible and she removes her slander from social media, ****** reviews and anywhere else she projected her nonsense.

  Customer response

  04/19/2023

   
  I am rejecting this response because:

  the business did not actually uphold their end of the deal and is continuing to hold my car and refusing to provide a resolution.

  My account was brought current and the business said I would pay the $100 deductible at the time I pick up the vehicle. Its now been 1 month without my car, they are continuing to lie about a part being on back order and there is not estimated time frame on when theyll have my car ready for pick up while Im still making my payments. 

   The part is NOT back ordered as Ive already offered to order the part myself & have someone else do the maintenance since they are not wanting to help me but again, they are simply refusing all of my solutions to help myself. 

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

  
  

  
  

  Business response

  04/19/2023

  It is difficult to provide responses to customers when they are not being truthful.  This vehicle came to our service department two weeks ago, not a month, and we diagnosed the problem and told her what was required to submit a claim (having account current, paying a $100 deductible).  She told us she wasn't paying for it, etc. as previously described.  She then came in and caught her account up and agreed to pay the deductible.  We ordered the part and are waiting for it to arrive at which point we will install and fix the vehicle.  We have no idea what she is talking about in saying she can get the part and has offered to fix the vehicle herself - this is news to us.  We are more than happy for her to provide the part and install it when she provides it.  However, the part is back ordered and not available.  We want it fixed too, but our hands are tied with not being able to get the part.  It is unfortunate when there are sourcing issues with any part - a problem everyone has been forced to deal with since the pandemic.  We look forward to her bringing in the correct part sooner than any of our sources are able to get it, if possible, and will gladly fix it under the warranty at that time.  We will also defer her payments for however long it takes to receive the part and fix the vehicle, but she will still have to pay the $100 deductible before being allowed to take the vehicle.  It's simply the best we can possibly do at this point.  

  Customer response

  04/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me if the business intends to keep their word this time. Theyve informed us once again that the back ordered piece will arrive on Monday and they will work with me on the payments. Im hopeful we can move forward and Im able to retrieve my vehicle next week! 
  
  Thank you. 
  

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is *************************** Unfortunately I am a very unhappy customer On May ******* I handed ********************** the $1500 to purchase ********* my 2007 **** Edge On May 12,2022 ********* cut off at an intersection in the middle of traffic and had to be towed and I was told it was the fuel pump and a gas lever issue. Long story short, ********* has been in the Benchmark service center 3 times since Ive had him and all three times its been the so called fuel pump and gas lever. But Im not sure why the fuel pump makes all the dash lights come on and the car cut off while driving. This has happened twice with me and my son in the car in the middle of traffic. This is very dangerous and I feel like Ive been taken advantage of as a consumer and as a widow with two children. My payments and my ins are all paid up to date! As of this pst Friday this car has not started and it has been sitting in my driveway waiting to be towed to the Benchmark service center again. I cannot be without a vehicle for another week! Ive been told that they are not insured to give loners while they are fixing my car that has had issues since I got it just 3 months ago. I have two children and I work full time. I have to take my son to college and get myself to work and my youngest son to and from football. All this while my car is unsafe to drive and now not drivable yet again and benchmark can offer no answers or help. I have not had this vehicle long enough to put wear and tear on it and I fee I am just being pushed aside. At this point I feel I should get my money back or to be placed in another WORKING vehicle and they take the ***** back!! I am a single mother who works very hard and it is not RIGHT for you to take advantage how does it sound that Ive had to pay $20 a day for each of us to catch 3 different rides a day to three different places plus pay you weekly and the ins monthly? Or if I cant find a ride I have to use an UBER! And if I have to go further than Asheville I hav

  Business response

  08/02/2022

  Good afternoon,

  I am so sorry you have had issues with this vehicles.  We hate it as bad our you hate it when things don't go as planned.  It is my understanding we have already offered you the option to trade into another vehicle before receiving this complaint.  I'm not sure the delay in BBB getting your message to us, but it is my hope this has already been resolved.  If not, please advise, and again, we sincerely apologize for the inconvenience.

  Customer response

  08/02/2022

   
  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.
  ********* at Benchmark reached out to me and offered me a $1500 credit to put me in another vehicle as soon as Im able to get there. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm in the process of buying a car from Benchmark Auto Sales. I recently got married and moved from ************** to ************** in September. My license plates expired November of 2021. I've been trying to get my plates switched over to ************** plates, but since the dealership owes money to the *********************** I'm unable to switch them over. I've been trying to get it handled since November, however Benchmark hasn't been able to handle business on their end. I've been pulled over 3 times for this problem and when I tell Benchmark this they say I just need to pay the car off which I don't have as to why I'm leasing the car. I'm at a lost here and don't understand how a "business" could be so careless in not taking the proper steps to handle their professional business.

  Business response

  02/14/2022

  We have contacted SC*** and taken care of everything we can take care of on our end.  It is unfortunate this customer is accusing our business of being careless and not taking care of our responsibility.  She is mistaken.  We have called and emailed SC*** in effort to assist our customer and have been informed they are not sure what the customer is talking about.  Our email correspondence was with *********************************.  We suggest customer reach out to ****** at SC*** directly since she is not satisfied with our attempt to help her and we are not a ** Dealer.  When there is a hold at the *** in **************, it is typically due to outstanding tickets such as parking tickets, traffic violations, etc. 

• Initial Complaint

  02/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am leasing a vehicle from Benchmark Auto Sales in Asheville **. When I started the lease my payments were set up to come out automatically via my bank account every two weeks which is how I get paid. Since leasing the car I have changed jobs and recently bank accounts. I switched banks due to an identity theft situation. Because I get paid every two weeks that is when I need to make the payments. Benchmark has disabled my car, and now today refuses to extend the payments to every two weeks. I cannot afford to have my car disabled it is the only vehicle I have, and it is how I go back and forth to work. My payment has never been more than a week late, and that is due solely to how my paychecks fall. What kind of business disables a car when the payment is only several days late? All I am asking is that I make the payments every two weeks.

  Business response

  02/10/2022

  Our customer is welcome to make payments in whatever increments she chooses.  She can pay weekly, two weeks at a time, three weeks at a time, twenty-three weeks at a time... it is entirely up to her and makes no difference on our end how she chooses to pay.

  Customer response

  02/10/2022

   
  Complaint: 16738665
  
  I am rejecting this response because:, on Monday February 7th I contacted Benchmark Auto Sales and informed them that I would be making 2 payments on February 11th, my payday because I get paid every 2 weeks, I was unformed I had until the close of business on the 7th to make the payment. That contradicts their response. I need to make my payments every two weeks.
  
  Sincerely,
  
  *********************

  Business response

  02/11/2022

  Customer can make payments every two weeks, but she cannot pay behind every two weeks.  I am not sure what this customer is asking.  The account is current now but due again today, the 11th.  Pay for two weeks and it won't be due again for two weeks.  If she has had a change in pay, she can bring in proof and we can likely approve a change of payment date.  However, we cannot do this when the account is already showing late per company policy, which as of today, it is not late so it won't be a problem if she brings in proof of her pay schedule change.  

  Customer response

  02/12/2022

   
  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,
  
  *********************

*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. ↩