ComplaintsforThe Shearer Auto Group

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a 2018 Jeep Wrangler from Shearer **** of S Burlington VT. I first made contact with a salesman for this vehicle I found online. When we spoke I asked if it had specific features included. One being a backup camera. He said let me go out and take a bunch of pictures to answer your questions. In the pics he sent me it showed the backup camera and when we spoke again he said yes it has one. Since it had all the features I wanted I went to the dealership and made a deal. When I went to see the vehicle the salesman backed the Jeep into a spot where I would just have to drive out to test drive it. He also told me where to go to test drive where as there was a marina. He stated "you can do a u turn at the ******** After we made a deal they took the Jeep in to get it cleaned up and such. Then once again they backed it into a spot so i could just drive out. I now realize that it was probably intentional so I would not realize the camera did not work. When I got home with the vehicle and had to back it up, that's when I noticed the camera did not work! I immediately contacted the salesman and informed him of this. I was told he would get with management on Monday. On Monday Dallas the salesman calls me and says they won't be going good on repairing the camera because they "intended" to remove it! That is unacceptable! Also when I test drove the vehicle they had a Warranty paper in the vehicle along with the window sticker which said it came with a warranty. When I was signing the paperwork to finalize the deal they tried to have me sign a paper that said the vehicle was being sold "as is". I called them out on it and they went good for it. I went and got a quote to replace the camera and it will cost me $646.92 after spending over $24000 on this Jeep that only has ***** miles.

  Business response

  09/10/2024

  Good afternoon,

       Thank you for reaching out on this matter. The Camera was an aftermarket camera installed by the previous owner. While the car was in our inventory we found that the back up camera was causing a draw on the battery, so I asked our shop to remove it. Unfortunately they only unhooked the camera instead of removing it completely as requested. I spoke to the salesman, and there was no intent to deceive the customer on our part, I don't think he was even tuned into the back up camera at all. This deal was aggressively negotiated below dealer cost, but in an effort to take care of the customer and in good spirit, **** S ******************** will offer to pay for the Parts for the camera replacement, and the client can take care of the labor  on their end. Please let us know if this is a satisfactory resolution to this issue, Thank you

   

  Ben Shearer

  Pre-Owned Manager

  Audi South Burlington

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

  Bens!

  Customer response

  09/10/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few months ago my boyfriend ************************* purchased a 2018 Audi from a dealership in ************, prior to finalizing the purchase with that dealership he contacted Audi South Burlington to see if there was any extended warranties on the car due to the water pump leaking slightly, **** my boyfriend called the dealership and spoke to a guy who worked for Audi South Burlington the guy took the Vin number and told **** that there was an extended warranty on the waterpump for ******* miles. ***** my boyfriend **** got that information he proceeded with the purchase of the car from the other dealership in *********. A few weeks ago from today 05-03-23 **** called the Audi South Burlington dealership to schedule an appointment to have his car diagnosed to make sure that the issue was the waterpump and if so it would be fixed through warranty, mind you while on the phone scheduling this appointment THE **** EMPLOYEE SCHEDULING THE APPOINTMENT DID NOT ASK THE MILES ON THE *** and **** my boyfriend had made it very clear it was going to be a warranty claim if the waterpump was in fact leaking. Today 05-03-23 we go to the Audi dealer for his appointment drop the car off and drive an hour home and get a phone call saying the warranty was only good for up to ****** miles and his car was ***** miles over that, NEVER ONCE WHEN HE CALLED TO SCHEDULE THE APPOINTMENT OR WHEN WE GOT THERE THIS MORNING DID ANY **** EMPLOYEE TELL ** THAT, we were under the impression the warranty was good for ******* miles due to the Audi employee giving ** that information before **** even bought the car. One we were told that information we told the lady who called that we were told it was ******* miles and she said I will talk to my service manager and call you back 2 hours later no call back so we call her and she tell ** her service manager said they cant do anything but give him 15% off the cost of replacing the waterpump so we ask to speak to the service manager. (more details needed)

  Business response

  05/04/2023

  this was a genuine mistake made here at Audi store. when the client called in to inquire about warranty extensions we saw there are two on this car, one for an emissions item to 100k and the other for water pump to 80k. i believe we misinformed or were misunderstood on the coverage.  the client made an appointment for ** to check the coolant leak and any warranty coverage there may be. when the car came in for service on 5/3/23 we found it well over the 80k and informed client of that before we did any work, was told it was under that mileage when the appt was made on 4/17/23, but the car fax shows it well over the 80k when still with the other dealership. i did try for assistance from Audi corporate and so did the client, there was nothing they could do. As an apology for any mis understanding or mis information I apologized and offered the client a significant discount on the repairs, client declined and left with no charges or work performed.

   

  Customer response

  05/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  I am not satisfied with the response provided. When **** had called the dealership before purchasing the car he SPECIFICALLY STATED WATER PUMP and at the first initial call NEVER ONCE WAS HE INFORMED OF A TRANSMISSION WARRANTY yesterday was the first time we were told about that, and whoever **** talked to stated the warranty was for ******* miles at this point I feel we were lied to on purpose so we would have to pay for this out of pocket, if your employee wasnt sure of the warranty he should of asked before giving ** the wrong information therefore I feel the warranty should be honored because of your employees mistake that is now costing ** a significant amount of money. I also would like to bring up the lack of customer service we received we had been told twice yesterday that the service manager would call ** back and never did we had to keep calling to find out what was going on. And Id also like to point out that you said you offered ** a significant discount my opinion 15% is not enough of a discount after this should have been paid for but because of your employees mistake we now have to pay out of pocket for this, and ontop of the rude comment the service manager made to ** about driving in a nice car you have to pay the price when they break. I also would like to bring up the fact that the car was moved across the parking lot when there was ABSOLUTELY NO reason for the car to be moved or put into dynamic driving mode if there was NO WORK done on the car why was it moved? I am significantly not satisfied with any of the service I received from anyone at the Audi dealer I do not appreciate being set up by the employee giving me the wrong amount of miles.  And yes I have filed a complaint with Audi *** regarding the service manager and the dealer in general. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jayce

   

   

  Business response

  05/04/2023

  As I stated before, we may have mis communicated the mileage on the emissions warranty and the water pump warranty, i apologize. Audi corporate is who pays for those repairs and they declined them. therefore I apologized and offered the discount. Thanks for your time and sorry for the confusion.

   

  Customer response

  05/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have not heard back from Audi Corporate saying they declined to pay for it and Ive filed numerous complaints with them about the dealership. I guess I am just confused on how one of your employees can make a big mistake and you dont have to go good for it, any other good dealership would without questions asked. I guess must be because I didnt buy my car from the Audi dealership I dont get all the luxury deals like those customers do instead I got the service manager being as rude as he can be to me and I get told ohh sorry nothing we can do. I will NEVER buy another Audi or refer anyone to the Audi dealership.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jayce

   

   

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