ComplaintsforHusker Auto Group

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a vibration damper (aka crankshaft pulley) and the bolt that goes with it for my car back in early January. Because I was doing other repairs at the same time, I couldn't test the new pulley until about 3 months later. When I did so, I found that the new pulley had a defect because it would wobble when the car was running (in case you’re unfamiliar, this pulley spins directly off the engine so it spins the same speed as the engine). This is clearly a defect because two belts run on this pulley that power the other accessories (power steering, water pump, alternator, A/C compressor, etc.) and the wobbling will prematurely wear out the belts and could cause them to fail, possibly resulting in further damage to my car, and could potentially cause a collision if the power steering is suddenly lost or if the engine overheats. This was the original issue, and I reached out to the dealership from whom I had bought this, but only after several tries did I get through to them. The lady I spoke with sent me an email to which I could send videos showing the wobbling issue, which I then did. I never heard back from her or anyone else at the dealership, though I have tried many times through email and phone calls/voicemails. Attached below I have screenshots of all the emails, including the original purchase confirmation, as well as phone calls I made to them and the paper invoice that came with the package. (I don’t have the original return request because that was through a form on their website and I can’t access a copy/transcript of it.) I'd like this resolved as it seems they are trying to ignore me in hopes that I might give up because it is a rather expensive part I’m sure they don’t want to replace/refund. It is unacceptable that a business would ignore anyone, especially for almost 2 months now. I’d like to have a replacement pulley sent, as well as the bolt (which is one-time-use) so I can get my car running properly again.

  

  Business response

  05/28/2024

  **** *****, Our Parts Director, has made contact with ***** and is working through a solution to satisfy. 

  ***** *****, GM

  Customer response

  05/28/2024

   
  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.
  

  I received a call from the dealership and they are going to send me the new parts as I requested so everything is resolved.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/13/23 For $33263 Purchased 2021 Toyota Avalon with additional service warranty that we were assured would provide us with bumper to bumper coverage for 6 years.  First Issue: When we walked out to take delivery of the car the salesman only handed us one remote key fob.  According to the manual there should have been two. He told us the additional warranty we purchased would issue us another.  They do not provide key fob replacements. Dealers charge over $500 for these fobs. Getting the correct fob programmed is not a simple thing.  After back and forth the dealership offered to replace the second fob for their cost of $200 for all our duress, stress, trouble.  When we contacted the person they directed us to, they wanted $350.   Dealership refused to honor the amount quoted.  We want the 2nd correctly programmed remote key and the emergency metal key insert/carried within the fob provided as it should have been from the initial purchase. Second Issue:  10/27 the next minor road trip taken and flat tire discovered.  Tire wall was damaged, and replacement needed.  In spite of "5 new tires" as documented on the tire fee statement, we were told neither the Dealership nor the manufacturer would back the "New Tire" that had to be replaced for $220. Did we even actually get brand new tires? Third Issue:  Both Iowa and Nebraska require a license plate to be displayed front and rear to legally operate on public roads.  In spite of this Dealership refused to provide the front plate holder.  A "special" holder for the car's front design was required - $127 from a dealer.  We managed to get it procured for $20.   Our experience with Husker auto sales has obviously not been good on a number of fronts.  Just get the metal moved off the lot, never mind believing anything we were told or misled on.  Epitome of why used car sales are not to be trusted .  

  

  Business response

  12/20/2023

  A variety of moving parts here. Please have ***** ******** contact me directly at ************. ***** *****

  

  Business response

  12/26/2023

  ***** ******** and her daughter, ******* *******, stopped by the Dealership on 12/26 and we reviewed together the transaction from 10/13. We have resolved the situation to ******* satisfaction. Please contact me directly with any questions.

  ***** *****, GM Husker Auto Group

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

   

  Customer response

  01/03/2024

  Complaint resolved.  Thank you ****** *****.  Regards, ***** ********

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took vehicle in for brake service ( all 4 , front and back ) 11/22 it is now 5/23 and subsequent multiple servicing and 3 loaner vehicles and an engagement of my extended warranty policy to offset cost to dealership for either uninformed service technicians and or defective parts my vehicle remains not operational ( brake wise ) as it should be. I implored the dealership to offset my inconvenience similar as they used my extended warranty to offset their cost and labor for a matter not an issue of my causing. * **** ***** ** *** ***** ****** ******* **** *** ********* ******* ********* ***** ***** ** ******** * *** ** **** *** ***** *** * ******** * *** I fear that these parts are what have made it to my vehicle over this time frame over and over again and still to no avail. I sent dealership certified return receipt correspondence w/other records that would support a summary judgement on a civil court , no mention has been made of this correspondence and phone call was only returned after several messages left with management and a plea to dealership service rep to please have management contact me. The dealership has not informed me of the manufacturer whom I should direct my civil complaint to and had given me a 800 service number to call that isn’t even in service. The only way I know how to remedy this matter is to file civilly including the dealership as defendant alongside whomever the manufacturer is that sent them the defective parts placed on my vehicle that may have over this course of time cause further complications to my vehicle, possibly especially since some of the issue w/I guess the materials used for my brakes still exist. I had offered to sign a liability release as an offset of countering my inconveniences about this matter but have been literally brushed off w/no accountability by the dealership coupled with being given a invalid number in which to call and have this issue addressed. Thanking you in advance for a commitment to resolve.

  

  Business response

  05/17/2023

  We take all customer complaints seriously, and make any corrective measure if there is an issue. Mr. ****** had his brakes replaced in the 2019 ******** *** November 2022, and complained that they had started squealing in February 2023.  The technician found nothing mechanically wrong with the brakes at that time, but did note it was raining, which could affect the sound being heard. Mr. ****** brought the vehicle in on a dry day in March and the technician found the rotor prematurely showing slight signs of rust and/or glazing, so we replaced the parts and redid the brake service. Mr. ****** brought his vehicle in 2 more times and we kept the vehicle for multiple days in an attempt to recreate the squealing sound, which we could not, and the last time he brought it in we were able to recreate a sound and replaced the brake pads again. We provided a loaner each time he requested one for the multiple day diagnosis.  All of these were done at no additional charge to Mr. ******.  Mr. ****** requested a way to contact the manufacturer to discuss his unhappiness with his brakes performance, which we provided (**************).  This is the customer service number for ******** and is the only contact number for the manufacturer. Mr. ****** told us he wants us to buy him a new set of tires and fix other non-related cosmetic issues because of his inconvenience. Husker has done everything we can to address the concerns Mr. ****** has had, and have not done anything misleading or dishonest.

  Customer response

  05/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  It isn’t factual. I’ll print off all documents relative to it ( service records; times I phoned Husker in Dec and Jan 22 and 23 respectively ; transcripts from Huskers service rep ( Marty ) and again phone records establishing no return calls from Huskers until I actually went to the dealership myself subsequent their failure to return my calls and voicemails including recently this April and May. I will place these records in order and mail them to BBB certified return receipt just as I will also in a civil complaint against Huskers. They are clearly misrepresenting the entire matter. Thank you and I’ll get these records in the mail forthright.
  Sincerely,
  
  Carlton ******

  

  Business response

  05/17/2023

  There have been a total of 7 repair orders opened since Mr. ****** brought his ******** in for brake service (included in the 7), and uploaded here today. R.O. ****** dated January 6 23, was just for an oil change, with no note of brake noise issues, but I included it for transparency.  We have taken his noise complaint seriously and have done everything we can to remedy it for him.  Mr. ****** has told us he wants us to pay for a new set of tires and fix body work on his vehicle for his duress over this, which we do not believe is owed to him.  

  Customer response

  05/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: as I stated earlier this date 5-17-23 I will print out and copy the documents ( phone logs, records, transcripts and service records ) detailing a rebuttal of all their assertions. I will forward these records in support of my complaint no later than beginning of next week. I will send them certified return receipt to BBB as well to the district courts here in ******** for pursuit of accountability and a offsetting of my inconveniences that are tantamount to the offsetting of their expenses via my extended warranty which is something I paid for when purchasing the car. Huskers has intentionally misrepresented the facts of this matter. There are no rabbit holes for myself or BBB to run down via Huskers assertions. I will send these records no later than top of next week in support of how I am complaining. Thanking you in advance. 
  
  Sincerely,
  
  Carlton ******

  

  Business response

  05/30/2023

  Mr. ****** was unhappy with how noisy his brakes were after having the brake service completed.  We looked at them numerous times, including re-doing the service, in an attempt to make him happy.  He then stated he wanted us to give him a set of tires, and fix some cosmetic issues on his vehicle for his "duress".  When we refused, he started a BBB complaint. 

  That request for tires has turned into a request for $********* for his inconvenience now. 

  We want to ensure all of our customers are happy with our services, and will work to correct any mistakes or issues, but this is far beyond that.

  Customer response

  05/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: it is a clear misrepresentation of the entire matter which primarily is the offsetting of their labor and cost via my extended warranty behind either service techs not paying attention and or defective parts NEITHER having to be any faults of my own. I rest upon all previous submitted records w/acknowledgement of the *** is what I am asking the courts to rule on not just behind the matter but how it is ongoing. I have included the face page of case#********* May 24th, 2023 this was an easy fix for Huskers now I’m sure Discovery will bear out practices that are untoward to customers such as myself. //EOS//
  
  Sincerely,
  
  Carlton ******

  

  Business response

  06/12/2023

  Mr. ****** continues to be unhappy with the brake service he received from us in November of 2022.  At that time he spent ****** out of pocket for this service.  He has been back 5 times with concerns over how squeaky they are.  We have replaced those brake parts, redone the service multiple times, at no out of pocket cost to him (except for the initial service).  At this point, the only thing we can do, that we haven't already tried is to just refund Mr. ****** his original out of pocket expense of ******, so there would be zero out of pocket expense for him, through all of this.

  Customer response

  06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: While I appreciate the I guess “refund” it doesn’t cover satisfactorily the premises of my complaint entailing Huskers offsetting their cost via my platinum luxury wrap extended warranty ( which I paid for * ***** or so when I purchased the vehicle ) while not doing anything to offset my inconveniences relative to my car sounding as it did ( and to some extent still does ) per my travels and I travel a lot ( oil change in Jan. 2023 then another May 2023 while between months Huskers having my vehicle for a total of about a month so feb mar and April of that time Huskers had my vehicle for a lengthy time via defective parts they continued to put on my car or either service techs who may have made mistakes either or I am not at any fault and to be so in the light of Huskers having in previous responses attempt to misrepresent this matter only compound the duress of this ongoing situation. My front brakes now look like the back drivers side one they initially replaced ( premature rust , glazing over Huskers had said ). I asked for easy fixes from Huskers relative to all this and as the man said they didn’t feel I deserved anything or compensation for the duress of my cars brakes squeeling as loud as they were. Huskers was aware of the high pitch squeeling EACH time I dropped my car off to them. I am struggling right now and a “refund” I’m almost compelled to jump on buts it’s a principle at this juncture and had Huskers been willing to just as a courtesy provided the simple fixes ( key fobs, scratch on side door etc etc simple and easy things/fixes for them ) we wouldn’t be here , we really wouldn’t , ask Marty. So I don’t wish to proceed with civil remedies but I can’t abandon such course of action for *** bucks. I’m struggling but not struggling that bad to just snatch the first diamond that gets put on the table. 
  
  Sincerely,
  
  Carlton ******

  Customer response

  06/13/2023

  I wish to accept the refund of *** and some change. I paid that sum in Nov 22 I believe in cash and card but I no longer have that card available for a return/refund so if at all possible to receive a check then that would be appreciated. Thanking you in advance.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a vehicle from them back in February, and they talked me into getting something called ******, which is a chemical application they put on cars, well they contacted me once and then never got back to me about it. I have traded in the vehicle and due to that they owe me the money back for the ****** because it was never applied to my vehicle. I have been trying to work with Seth there about it but he now is ignoring me about the situation. All i want from this is my money back for the ****** that was never applied to my vehicle.

  

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/08/11) */ We regret the communication issues Tabatha was experiencing and will work to correct that moving forward. We have issued a full refund for the ****** products. Consumer Response /* (2000, 7, 2022/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did pay back the full amount after turning them in to the BBB.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2016 ********************* on April 26 2002. On June 23rd the vehicle broke down while I was driving on ***** here in *******. The transmission and engine light came on. The GM of the place said he would get it all taken care of. They took it to **************** to get it looked at. They did a software update on it apparently late on the 29th. Husker brought it back and said it was fine. I picked my vehicle up June 30th. We didn't feel safe driving it to ******** to see family like we planned so canceled our trip. Thank goodness we did. The vehicle is not fixed and I dropped it back off to them yesterday, July 1st. They did give us a loaner vehicle, a base model 2017 ************ with a whopping 14 mpg in town. The only one who hasn't treated me like dirt is Brian in thr service area. ************************************************************************************* Basically I was sold a vehicle that had issues before buying it and now I am stuck with something that is probably going to cost me over ** to fix after 2 months of owning it and spending ** on getting it registered. I also have to pay *** a month on something that was sold to me not working on the first place. I'm up a creek without a paddle here. ********************************************************************************************************** I also have all the codes pulled from the place it was originally towed. Jeff at husker felt inconvenienced when I asked for everything they supposedly did and what ***** did. He handed me a piece of paper from ***** with very little information on it. When I said thank you, nicely might I add, he completely ignored me. ***************************************************************************************************************************** Again I know how to work on cars and know what a far should and should not do.

  

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/15) */ We had taken this vehicle to our local ***** service department to repair, and were told it was repaired. Since that was not the case we agreed to repair/replace transmission ourselves, to ensure the customer is taken care of.

*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. ↩