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Preston Automotive Group complaints

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218 Main Street
Preston , MD 21655 | Get Directions

(877) 898-2470

http://www.prestonmotor.com

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Preston Automotive Group closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Preston Automotive Group

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6/20/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

5/3/2021

I bought a 2014 f 150 from Preston Hyundai on 3-30-21. A couple days in the engine light came on! Took it back they thought they found the problem. They didn't! Engine light back on! They took it back! I haven't had possession of the truck since 4-10-21! Loan amount from Wells Fargo Auto comes out to 34,948.08. Had to make the 1st payment on 4-29-21 of 485.39 and I haven't had the truck in almost a month. All I want is the same type truck fully loaded like the other truck. I don't want that truck anymore. They don't want to give a straight answer. HELP! Oh I put down $2800.00! Resolution Sought Give me the same type truck. Return the 1st payment since I'm paying on a vehicle that I haven't seen in almost a month ??

Company Response

5/26/2021

We would like to apologize for the experience that this customer has had with our dealership. The 2014 F-150 passed Maryland State Inspection before it was sold and the work being done to the vehicle is covered by warranty. This shows that the manufacturer is taking responsibility for the defects. Our service manager and their salesperson have been keeping in communication with the customer to keep them appraised. There are many time we have called to try and reach him but have been unable to and cannot leave a voicemail due to it not being set up. None of this is our customers fault and we have committed to reimbursing the payment ($485.39) for his truck for the month he has been without it. During this time, we have provided a service loaner so he has incurred no expense during this very inconvenient time. The general manager, John Lee has also committed to trade Mr. Allen out of the truck as soon as repairs are complete per the customers wishes. We sincerely apologize for any inconvenience this may have caused our customer and if there are any other concerns please let us know so we can get them resolved as soon as possible.

Customer Rebuttal

6/8/2021

Consumer states he has not been traded out of the truck as per the company's response. He feels they are taking their time in getting this done. He states they have more than one dealership and feels they can get another truck from one of their other locations if they really wanted to. They took the loaner back and returned to him the old truck they had taken back and informed him to drive it until they can find a replacement truck. The old truck is starting to have problems and he has informed you of this. He would like the dealership at this time to replace the truck as they stated they would. He would also like for the company to communicate with him, as he is the one calling to inquire on the status.

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