Complaint Review: Universal Auto Sales

On 2/8/2016, my husband and I arrived at Universal Auto Sales and walked around the lot, looking for specific vehicles we saw online for sale. I had made up my mind that I was looking for something under $7500 and would only put $1000 down. They claimed to have a lot of vehicles in my price range. After walking around in the cold for more than 20 minutes and no one bothering to help us; we left. I returned home and tried to email them through their website and received an auto response email stating, “We are sorry for the inconvenience but the email you sent could not be delivered as user does not exist.” Thought this was strange. So I then went onto Facebook and messaged them there. No response. A large storm was taking shape for the following day and so, I decided to give it one last shot and return the following day.

On 2/9/2016; we returned to the lot. I still couldn’t find the vehicles I was looking for. After walking around yet again for 20 plus minutes, we walked into the office and I explained that 2 days straight I have been here and not been helped. A man introduced himself as Sam. He said he could help me find what I was looking for. I asked about a specific vehicle I saw and he said, “Oh it needs a new motor, didn’t you see that online?” There was no such notification about that online. But I just said, “No, I didn’t.” He then said he has a back lot with 15 to 20 vehicles in my price range, body style, etc. So we proceeded back. He then tells me that he will need me to put down $2000 because they finance through their office. I told him I really didn’t want to go above $1000, but would look around and consider it. We found a 2002 Ford Expedition Eddie Bauer Edition, fully loaded. Took it for a small test drive as it was starting to snow and there was no gas hardly in it, so it was a very short test drive. Seemed ok.

We then went inside to make a deal. I was told the vehicle was $5194 and there was a $189 processing fee totaling $5383, then title, taxes, etc. totaled it to $5792.70. I put $2189 down and left $3603.70 being financed at $250 a month for 12 months. I was told only I could be on the financing because my husband has a NC license. Upon getting ready to leave, we were then told that the drive side window needed a new window motor and I’d need to replace that part. He went on to say he has checked all the fluids and she was ready to go. Then he informed me that tags will cost about $300 or so and when they come in I will need to pay him, but not to worry, he’ll provide me with a receipt. Mind you, I’m already aware that it should cost me under $100 and the Title fee he gave me was way over the actual fee. I’m getting ticked off because I felt like they waited for me to sign and then comes the bull…

We left and I drove the Expedition. My husband followed. It started snowing badly and we were driving slowly, when I noticed he never filled the gas tank up and I was just about on empty, so we had to frantically search for a gas station, not knowing the area. As I’m sitting at the gas station, I noticed the rear end was on the wheels. This couldn’t have been good. As soon as we left the gas station, I’m calling my husband to let him know the ABS brake light was on and the Check Suspension light was now on. (Explains the lowered rear).  I left a message with these people (apparently they closed after we left) and told them that the lights were on and I’m not happy with almost running out of gas in the middle of no-where. Told them I would check the truck over completely tomorrow and let them know if I find anything else wrong, but I’d appreciate a call asap. I made it home.

On 2/10/2016 I found out that the inspection was rejected (per paper in glove compartment it was due to the tinting on drivers window and rear driver’s side window), rear wipers were not functioning, the back-up sensors didn’t work, Side mirrors weren’t functional and the high beams also were not functional. I didn’t hear anything from them so I texted the cell number on their business card. I received a response that they were very busy and someone would call me in a little while. An hour later, the man Sam called me and says, “Calm down, vehicle as is.” I said, “No sir, you sold it to me, as is, under the condition that there was no issues present and after such you never told me that there’s a bad inspection, I need to replace the window motor. So, no sir, I won’t calm down because this has become a nightmare.” He then says, “I understand, you get window motor fixed, that’s why inspection fail, and see me and we’ll fix the problems.” I said, “Sir, I cannot get tags if there’s a rejected inspection.” He replies, “Yes you can, you not worry about that, I will take care of tags and you will be able to get them.” They were apparently closing again (early, must be nice).

The following afternoon, my husband, myself and my 15 year old go to get the window motor fixed. Upon having the window motor fixed (costing me $150), I was informed that this vehicle was on air ride and the bags in the rear busted, that’s why the rear end is down. If I drive it like that it’s dangerous and will cause additional damage to the suspension. After fixing the window motor, they then ran the window and upon coming back up; it fell off the track. Looking into it they found the entire pulley system for the window needed to be replaced. I was then told, “Ma’am, you need to go back to the place that sold this to you because it’s going to need at least $7500 in repairs, it shouldn’t be on the road and the inspection only failing for the tint is baffling. I have reservation that the inspection probably wasn’t really done. There are multiple issues that would fail it. There’s no way that they had this vehicle and didn’t know the extent of the repairs needed. Please take it back.” So, my husband and I spoke for a few minutes and decided that enough was enough and drove to their office.

My son, husband and I walked inside. Sam approached us and asked what’s going on. Told him there are too many serious issues with the vehicle and they need to be fixed. He asked us all to take a seat and he’d be right with us. The owner, never gave us a name, came to sit in front of us, along with Sam; this after sitting and waiting for about 30 minutes.  Sam then asks what the problem is. I said, “We got the window motor fixed to find out that not only are there issues as I told you yesterday but also the window pulley system needs replaced and the rear is on air ride and the bags are busted.”  The owner says, “We want you happy. What you want us do?” I said, “I need the vehicle fixed, the inspection corrected and asap. I’ve been very nice about this to this point and now I’m getting irritated.” Sam says, “I tell you the inspection bad because of the window motor. Now that you fix it, you come with me one day, pay $1 and my people will reinspect it.” My husband joins the conversation and says, “No, it won’t legally pass any inspection with the issues needing fixed.  You never told us the inspection was bad, and what’s on the inspection paper is not what you said.” Sam then walks to his desk and holds up a handwritten index card and says, “This is all I go by. My inspection people write what is wrong on this and I look at this, not the inspection paper. That paper don’t mean nothing to me. You go get it from truck.” So he did and showed it to them.  Sam begins arguing again saying, “Yes, see it’s window motor issue. You fixed, now you get reinspected.” I spoke up and said, “No, it does not say such, it says something completely different, the tint. The tint and the motor are 2 separate things.  I need these things fixed, as you can see, my children were in this vehicle and there’s no telling what else is going to go on it.” Sam gets nasty yet again and says, “It not dangerous, you can drive, won’t break down on you, I promise. What you want me to do?” I said, “We were informed with all the issues; it’s probably going to cost us a good $7500 in repairs and since I purchased this from you under the condition that there was only 1 issue and I have already paid to have it fixed, I do expect you to do the right thing.” The owner now decided to speak for his company, “We been in business for over 10 years and we make customers happy. I make you happy and fix vehicle. Then you keep coming back.” At this point, Sam interrupts him and moves to the computer instructing me to come with him. He goes to EBay and says, “You look, rear suspension springs are $88 and window pulley is $109. You can get these parts and I put in.” I said, “No sir, I purchased it from you, it’s up to you to pay for the parts and labor, not me. You sold a vehicle you knew had issues and didn’t disclose such information. You should be aware, I’m not some idiot, I’m very versed in the laws surrounding this and both my husband and I belong to motor clubs. We could have brought you a lot of business, but now I doubt that very seriously. I’m done playing dumb, both of us know more about these vehicles then you probably do. Let me say, you cannot get just rear suspension springs to place on a vehicle that’s bagged. You have to get an entire conversation kit to convert it from air ride to springs.” He interrupts me and says, “No no, I change it from air to springs, not needed nothing but springs.”

At this point, I’m getting very frustrated. The owner then says, “You not put all on me, but we work with you, make you happy.” I said, “Are you going to fix the issues at your expense?” He says, “You not fair. You buy vehicle, but you want me fix it. I give you money back you go away. I try make you happy you not listen.  What you want from me?” Oh I’m ticked now, I said, “What I wanted was to purchase a vehicle that runs correctly. I didn’t want to put down what I did, but I was convinced to do so and did. I asked for you to fix the vehicle. I have already put $150 in for the only issue you claimed there was. I had to put gas in it as soon as we left because you never bothered to put gas in. This is very bad business. So ok, I’d like my money back or find me something that won’t break down to exchange it for.” He said, “no no no, I can’t replace vehicle. I’m not allowed to. Laws prevent that. I not even allowed to return you money. But I do it anyway because you not listening and don’t want to work with me. So you go away.” I said, “Wait, neither of that statement is true and all I asked was for you to fix your vehicle. That’s all; you are the only ones being unfair, unethical and unprofessional, no one else. You talk all nice to my husband but talk down to me, I’m assuming because I’m a woman and I don’t appreciate being taken advantage of by anyone. All I asked was for the vehicle to be fixed. You’re the one being rude and disrespectful and making things much more difficult than they should. I’m trying.” By this time my head is killing me and my son asks to speak to me outside. I tell them all I need a minute and get up to walk outside and the owner says, “Oh yes yes, (puts his fingers to his mouth like he’s smoking and makes puffing noises) need that smoke, can’t work with people, just need that smoke.” I turned around and said, “What I do is not your d**n business. This is NOT your country and women are NOT disrespected by men like you insist on doing. I’m glad your true colors are showing, because now I know what kind of a person you really are and will not only take my business elsewhere, but will make sure none of my clubs deal with the likes of you.” And I walked out with my son and husband. My husband said, “Look, I will go back in there and see what they’re doing. They are getting out of hand.” He walks back in and my son says, “Mom, first off, I’m getting really mad by the way these guys are talking to you and I’m keeping my mouth shut, I don’t know how much longer that’s going to be. But, explain this to me, why can they give you your money back but not replace the truck or repair it?” I said, “I don’t know hun, something seems very fishy with these people.” He said, “I’m going to go back in and listen.” He does and just because that jerk made fun of me, I lit a smoke. Took my time smoking too. When I walked back in the owner says, “Ok here’s what I do for you, I don’t want you mad I want you happy. So I fix vehicle, I order parts, you pay me back for.” I said, “No sir, we are getting nowhere. I’m not paying another dime for anything on this truck. You want to fix it; you fix it at your expense, not mine.” He then says, “Fine, I order parts, I fix, you happy. You bring list of issues, you happy.” I said, “OK, you pay for everything to be fixed and fix it. How long will you need the truck and when?” He said, “When parts arrive I call you and you bring that night and leave. My guy fix it next day and inspect it.” I said, “OK, we are going out of town next weekend, the parts should be in prior and should be fixed, so ok. Let me know.” He said, “If you got problems, we set down like this in evening and talk it out. I make you happy. You come at evening I get busy with people in morning.” We left.

On 2/17, the owner called and said the parts were in (it’s only 430pm) and tells me to bring the vehicle in in the am. I said, “I thought you wanted over night so it could get fixed first thing in the morning.” He said, “Well we are leaving for day so no need you bring tomorrow morning.” I said, “Ok, it’s all going to get fixed right? Because we leave Friday and I need this truck fixed to take?” He said, “Oh yes, yes.”  That night I felt like something just wasn’t right. I went to their website to find that my truck was still on their site as theirs and for sale. I about died when I saw the price they had it listed at $3495. That’s $1699 under what they claimed the price was when they sold it to me. Oh I’m getting mad enough to look further into this now. I look at all their pics; they claimed they didn’t know about the suspension, yet on their own pics you can clearly see the rear down. Then they have a site link to look at the vehicles info. So I clicked onto it. Guess what? It’s now 2 weeks plus since I brought this vehicle and at no point have they tried to get tags, my tags run out in 2 weeks and it takes a dealership 2-3 weeks to get tags in. Then I see that the last inspection on the vehicle was done in October in Fairfax, VA; not in November in Spotsy, VA. There is no record of this inspection they claimed rejected the vehicle. Now I’m really concerned. I figured, OK, I will screen shot all this and question the cost and report In the morning when I get there. I also found out that they have barely been in business for 7 years, not over 10.

2/18, We arrive at exactly 10am, when they open. We parked in the front and bring the keys and list of issues in with us. Sam is the only one in there when we arrive and he says, “Good morning, I see you got message you parts are over there and whenever my guy comes in I’ll have him get started.” I said, “Ok, thank you. Here’s the list the owner asked for.” Sam said, “What’s this?” I said, “The list we discussed the other day with the issues of the truck that needed fixed today.”  He then says, “Wait, I fix the suspension. That’s all.” I said, “No sir, we all agreed you’d fix the suspension, the pulley system and the other issues on the list then get it inspected.” Sam said, “No, I didn’t agree.” I said, “You were sitting right there when the owner did.” He says, “You wait, he will be here soon.” Once again, we sit and wait. It’s now 10:30am; the owner finally strolls in, but still not tech yet. Sam had gone into the office and shut the door, speaking Iranian, I will assume to the owner. Since the owner comes in and is already abreast of the situation and says, “I spend $300 (which we know is a lie, and I have a copy of the paper stating so) on this part, I fix this part, you happy.” My husband, who is extremely level headed and calm has now had it too. He says, “No sir, you agreed you’d fix the issues on the list at your cost. You said it would be all done today and you were aware we needed by tomorrow to go out of town.” He says, “I did nothing.” I said, “Sir, that’s about enough. The only reason I didn’t demand my money back is because you agreed to this, now we are here and you want to change your mind. This is NOT good business at all.” He said, “I sick of you, don’t need you, I sell 8 cars yesterday, don’t need you business.” I said, “Ok, Then this is what we will do, you will give me my money back, including the cost it will be for me to get a rental to go out of town, I’ll produce the receipt, the part I replaced for you, again I’ll produce the receipt, gas, etc. since you want to go this way. And if you refuse, I will get on the phone with my bank and have them reverse the payment and seek legal action. I’ve had it with your games and poor business practices.” He then said, “Stupid woman. I could have repoed the vehicle because you cancel insurance.” I said, “No sir you could not. And I have had insurance the entire time, but with another company. I don’t need to explain myself to you. Had you “repoed” it I’d of had you for grand theft auto too. So, I’m sorry, who’s the stupid one? Not me. You made us a promise you are now not keeping. I also know you haven’t been in business for over 10 years, I also know you falsify sales, and you falsify inspections. I want my money back and I will do business with real people.” He starts running his mouth some more and finally says, “Fine I give you money back and you go away.”

I walked outside to call my insurance company and let them know what was going on. He then comes out and tells me to come sign papers. I start looking at these “settlement papers” and tells him which parts I will strike out because no one is telling me that I cannot file a complaint on their poor business practices and make sure to hand write anything needed to be put on there. When he says, “Why you put line over this (the “you cannot make a complaint” line)?” I said, “Because I have every legal right to make any complaints I so feel is needed.” He then says, “Whatever, you make a complaint on me and you live to regret it.” I busted out laughing, no this idiot is threatening me?  He tries to redo and reprint the paper multiple times, trying to pull a fast one on me. I’m not stupid and see through each bs he tries next. He just keeps making faces and sighing because I won’t do what I’m told. He then tells the guy Sam to return the deposit and fee ($2189) onto my card. He said, “I must do as debit because you pay debit and it is only way it go back.” I told him, “I honestly don’t trust you and would prefer a check so I can go cash it now and make sure it doesn’t bounce.” He said, “It no bounce, but law say I give back only way you pay.” Now, I know this isn’t true, but I want to get out of there. He takes my card and has me come over and put my pin in. I took my card back and walked outside for some air, very musty inside). He then comes out and says, “You come look now, you no call me liar, you come look.” Well, I go in to see that per their machine, they apparently didn’t have the funds available to reverse it. Nice. Now he says he will put it through as credit and needs my card again. I said, “But I thought you said it could only go in as it came out. Isn’t that why you couldn’t cut me a check? But you want me to trust you?” He said, “Just give me card.” I handed him the card and stood outside.

Finally, he has a refund receipt for credit onto my card. But my husband bumps my arm and points to the owner, who then takes my card and places it in his pocket. He hands me all the papers and tells me to leave. I laughed, “No sir, nice try, give me my debit card you just pocketed.” He says, “I gave you you card. You have it not me.” My husband said, “No, we just watched you look at it and then stick it right there in your right pocket.” He reaches in his pocket and pulls my card out and hands it to me and says, “Oh thought I gave back.” Then He says, “I want you look at paper, you no file complaint or I come after you.” I said, “It would be in your best interest to stop threatening my life sir or I’ll be back with the police.” He said, “I try be nice and gave you best price ever on vehicle and you not happy.” I said, “No sir, you did not. I proof you charged me almost $2000 more for the vehicle then it was listed by yourself, so just stop.” And we left.

I had to spend $497 for a rental for the entire weekend. I paid $150 for the part on their vehicle, and all the gas I put in it, it was returned on a full tank thinking they were going to fix it. For an additional total of $723.00 which they still owe me. Not to mention the insurance of $198.00.

On Tuesday, 2/26 I checked my account to find the refund was not in my account. I called my bank and was told that there was no pending refund and they couldn’t find where it was ever sent. They told me that with my bank it is only a 2-3 day process at the most. So, no there’s no refund coming back to my account from Universal Auto. The bank then placed a dispute on the funds so they could get it back for me through them. They also said because they gave me a receipt for a refund, my bank can also go after them now for fraud. So my husband and I decided we needed to go back there and since my life was threatened the last time, we would record the conversation. We get there; it’s about 11am, only Sam is there. He approached us and said, “what you problem now?” I said, “Sir, know that after your boss threatening me this is being recorded.” He laughed and said, “You no need to record me.” I said, “I do. We are here because I contacted my bank when they opened to find that there is no refund from you all coming to me. Care to explain?” He said, “Yes it is, your bank know nothing. I did it. So it there.” I said, “Sir I’m not going to argue with you because you give me a headache. What I will tell you if you need to return my money or I have no choice but to seek legal action and report this criminal action to the police.” He said, “no you will not. Come I prove you.” So he puts his cell on speaker and calls some no name bank. A woman gets on the phone and he tells her that he made a refund to me and the amount and wants to know if it went through. She tells him it has and my bank probably takes 30 days to process. I’m trying to talk to tell this woman that I have spoken with my bank and there is no such refund. But he refuses to allow me to speak. Then he gets a call from his tech. Puts the woman on hold and he’s still got it on speaker and being recorded. The tech tells him about a car he’s fixing and says that there are 2 parts he found. One is really cheap but he doesn’t know if it will fit the car or if it’s right, but the more expensive one is correct, what did he want him to order. Sam tells him, “Get the cheap one. You make it work.” My husband and I just looked at each other like, “are you serious?” He puts the woman back on and still refuses to let me speak, and hangs up. Then says, “See I tell you. Now you wait 30 days.” I said, “No sir, had you let me speak, I could have told her exactly what my bank said and that they are filing a fraud complaint against your company. They certainly wouldn’t be doing that if you really did such. Furthermore, I’ve never heard of your bank and wonder now if it’s even a real bank.” He said, “You think what you want. I don’t need you or you business. You don’t need record me either.” I said, “Yes sir I do, simply because I have that right when I fear my life after your boss threatened my life the other day.” He said, “Naw, he not threat you. I was here. I have recordings on cameras.” I said, “Good, pull them and the police can see him threatening me and pocketing my card. That’s great to know. Thanks.” He got up and said, “You not allowed here.” I said, “ok sir, I can come back with a police officer if you’d like. But I do want my money back.” He said, “No, you not allowed here and you not allowed to bring a police here.” He then gets on his phone speaking Iranian again. We go to leave when we are approached by the nasty owner. He’s on his cell speaking Iranian (assuming to the guy Sam). He says, “What is wrong?” I try to tell him and he starts his conversation on his cell again. Then Sam comes out and the owner starts acting all big and bad and Sam acts is holding him back like the owner is going to hit me or something. Then the owner said, “You no come back, not even with police or I will make you regret being alive b***h.” My husband grabbed my arm and said we needed to leave and report them to everyone.  Well, now we know he was speaking to Sam on the phone.  These people need stopped. People need to know what kind of people they really are.

On 3/7; I received only the $2189 back but only because my bank reversed it, not because they refunded my money. Haven’t seen anything else. Today, 3/10 I went to their website and looked that vehicle up. It’s now listed for $2999 and nothing was ever fixed. Disgusting in so many ways.  Don’t by from these people. I think there is something strange going on with them. Anyone who threatens the life of another when in business has other agendas.