ComplaintsforTeam Factory Direct

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a car from Team Factory Direct in Duncansville in July of 2022. In the past six months the car has spent more time in the garage than we have actually had it to drive. They basically sold us a lemon. There have been major mechanical issues that were not disclosed at time of purchase that we have had to incur the cost of fixing. They include the following: broken axle, overheating due to no antifreeze, electrical wires in the dash, undercarriage casing fell off while driving, crack in the transmission casing, O2 sensor, new headlights, new spark plugs, new coil packs and cylinders, and it is currently in the garage for leaking coolant. While we understand that we are buying a used car this is outrageous for only owning the car for 6 months. When I reached out to the business to let them know about the problems that we are having they have refused to do anything about the car and the problems that they did not disclose. We cannot afford to take on a new car payment so we are now stuck with a car that is literally falling apart. I work full time and have two children and I have been without a car for the better part of the last 6 months due to being in the garage for all of these major repairs. We are having it checked out next week to ensure that there are no more major issues that are going to come up. All we want is an equal trade in for what we paid for the car, not its current value or our money back. I do have all the receipts from the various garage work that we have had done to the car.

  Business response

  02/28/2023

  ID# ******** Lindsay Ewart purchased a 2017 Ford Escape on July 19th 2022 with a 30 day 50/50 powertrain warranty.  At time of purchase the customer was offered to purchase an extended service contract (attached) for the vehicle purchased which was declined.  We would be more than happy to work with the customer on trading in the vehicle using fair market value on another vehicle.  Anything further please feel free to contact us.
  

  
  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a used vehicle from this place in late May 2022. 2 weeks after purchase on our way to Georgia, the car broke down and left us stranded 500 miles away from home. After having the expense of towing the vehicle to the nearest garage they diagnosed with sensor and circuit problem from the gas petal to the engine. Total amount for repairs $4400. This dealership was only willing to reimburse us for half of this. 14 days after purchase. Fast forward 1 month and the car broke down again. Once again, leaving us stranded 500 miles away from home. Another towing expense and diagnostics now shows Transmission problems and a $4,800 bill. In a effort of good faith this dealers ponied up and paid for the repairs. Fast forward to getting the car home, we were still having some issues with no power. So, I called this dealers asking them to please trade this car back for the price I owed on it and I would buy a brand new vehicle from their dealership. They were not willing to do that. I took this car to other dealers and the most I could get out of it was $7,000 less than what I owed on it. with no choice but to trade it in. I had to take the loss. So, now I am well in the hole over $10,000 with the loss I had to take along with my portion of the repairs and towing cost. This dealership was not willing to admit that this car was a major lemon. Even after calling the GM and asking to speak to the owner, I still have not gotten a phone call back or acknowledgement. Also, when selling me the car they assured me that it was never in an accident. It was as the colors did not match up and you could see the damage when brought to our attention from other dealers. This place is crooked and does not stand by their lemons that they sell. I would like acknowledgment of unfair treatment and some reimbursement. Car dealers should not be doing this to consumers.

  Business response

  08/30/2022

  Reference ID # ******** 
  

  
  On May 23rd, 2022, ***** ****** purchased a pre-owned 2013 Nissan **** *** * ****************** At the time of purchase, the Nissan had an odometer reading of 68403 miles. The Nissan was sold with a Dealer Pre-Owned Vehicle Limited Warranty covering 50% of parts and 50% labor for the Powertrain for a period of 30 Days or 1000 miles from time of purchase, whichever occurred first. At that time, *** ****** was offered an extended service contract to cover those and other systems for an additional cost. *** ****** declined and signed acknowledging that he declined the available extended coverage. Attached. 

  
  Within thirty days of purchase, *** ****** contacted us that the vehicle purchased had encountered a mechanical problem while in the state of Georgia. He supplied us with a repair estimate from Town Center Nissan, date vehicle in dealership 6/17/22. (Repair order enclosed). At this time, the vehicle was over the 1000-mile limit of the Used Vehicle Warranty. Miles in 70032. For customer good will, Team Factory Direct agreed to cover the repair under the pre-owned vehicle warranty. The repair total was $4299.05. Team Factory Direct Supplied a check directly to the customer in the amount of $2149.53 on June 22nd, 2022. Attached. 

  
  In July 2022, *** ****** called the dealership that the Nissan was in need of an engine. The Dealer Used Vehicle Limited Warranty had expired in both time and mileage. Team Factory Direct discussed the repair with *** ****** and the repair facility in Georgia. For customer good will Team Factory Direct agreed to cover 100% of the repair in the amount of $4,800.00 On July 22nd, 2022 Team Factory Direct issued a check to *** ****** in that amount for vehicle repairs. Attached. 

  
  On August 8th, 2022 **** ****** contacted me to discuss the possibility of trading the vehicle in. **** ****** informed me that they had not had the engine repairs completed. They instead had the vehicle towed back to Pennsylvania with the intent of trading it in as is. We 
  discussed some vehicle and pricing options. I explained to her that since the repairs had not been completed, the vehicle's value would be less because it still needed to be repaired. 
  Anything further please do not hesitate, 
  

  Sincerely, 
  Jason S****** General Manager 

  Customer response

  08/30/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******

*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. ↩