Auto Exchange reviews

1561073891

Anyae McCloud

google

Anyae This is Matt from Auto Exchange. We don't want anyone to be unhappy working with us but I will tell you the same thing myself and one of our sales managers have previously. As soon as you are ready to speak to us in a civil manner and with just a minimum amount of decency we would be happy to help you. We understand being frustrated and will do all we can to assist. However, the way you spoke to us and treated us was beyond unacceptable for both our staff and our other customers that where present. If you (or anyone) decides to scream, curse, threaten and verbally abuse our staff we will ask you to leave. We aren't even asking you to be polite, just asking for you to be respectful and civil. As you mentioned in your review... -You brought your car in once very upset because debris got in your sunroof track after you purchased the car. Two members of our service team stopped everything they were doing to take care of the issue, free of charge, and we had you back on the road in less than 20min -You brought the car in a 2nd time because battery cables were loose and we once again took care of the issue ASAP free of charge (even though you continued to yell and shout at us). We have done our best to accommodate you and provide the best customer service we can. All we ask in return is for a small amount of respect towards one an-another when doing so. If this is something you can do please feel free to contact us if there is something we can help with. Thanks,

1561140676

1

On April 5th, 2019 I put $5,000 down on 2011 Nissan Juke Auto Exchange through their in-house leasing program. On April 24th, 2019 the sunroof got stuck open and I was told the reason for that happening was because of debris inside of the sunroof and that I had to "bump it to close it" when it did that by one of the mechanics that works in the service department on 1200 E. 25th Street in Lawrence Kansas. The first two weeks of May the car wouldn't start and I had to get 3-4 jumps within a 2 week time span. I again took the car to the service department and I was told the battery connectors were stripped which was the reason for my car dying so often and they went ahead and fixed the issue. I felt that the amount of problems the car was having was too many for me to have just purchased the car a month ago so on May 14th, 2019 I went to Firestone to get a second opinion and was told that some wires needed to be replaced as well as the ball joints. I took the diagnostic sheet back to them and they again claimed to fix it. On June 9th, 2019 I was sitting at a gas station with my car off and the battery died again and I had to get yet another jump. I again told them the car was having issues again and got brushed off by them. On June 15th, 2019 I was driving to Topeka and while I'm on the highway I noticed the car's RPM was stuck on 3 but kept decreasing in speed even though I never took my foot off the gas pedal. A large semi-truck was behind me while this was happening and almost hit me on the highway. In the midst of this happening the "Service Engine Soon" light comes on. The next day June 16th, 2019 I took the car to O'Reilly's Auto Parts to get the engine light read and the results came back that the Torque converter was having issues and needed to be fixed. Today, June 19th, I took the car up to the service department and while I was in the waiting room I was talking with another customer about the issues we were having with our cars and I told her that I regretted purchasing the car. The managing partner, Matt Heidrich, came out to speak with me and I handed him the paper that O'Reilly's gave me and told him the issues that I was having. He told me he didn't have time to check the car out at that moment but would give me a call when they were free later on this afternoon. I agreed with him and left the service department. About 10 minutes later Matt calls me and says that I would need to take my car somewhere else because the customer in the lobby that I was talking to and his secretary told him that I was bad mouthing him and he said, "I'm not fixing a car for anyone who bad mouths me so take it somewhere else." I got really upset and told him the car was still under warranty and he replied, "You can take the car anywhere to get serviced but not here because we're not doing it." I started to raise my voice barbecue I thought it was ridiculous to go off of hear-say and even then that has nothing to do with car needing to be fixed. He then says, "He wouldn't tolerate being yelled at." And I replied, "You called me first starting problems." After I said that he hung up in my face.

1568165719

George Nunnery

google

3

As a dealership they were very helpful. I bought my car with the warranty for 3600. The warranty is not worth the paper it is written on. It is a scam. I have now been without my car for 10 days while the warranty company decides if they will fix it. The headers are warped. And that is an I eternal part of the engine yet cant get an answer on weather they are fixing it or not. Buyer beware the warranty company.

1561144634

David McCollum

google

5

Had an excellent experience, very direct and easy to work with. Had the lowest price around for the repairs needed on my vehicle. Will definitely be a return customer

1591108902

Alexis Faught

google

5

My family was looking for a car for my brother's 16th birthday and the people at Auto Exchange did an amazing job finding us the perfect one for him. The process was super smooth and we got the best price for the car we pruchased. Really friendly people; I would definitely consider buying a car from them again in the future. I also took my car to their personal auto shop to get new tires in October. I only had to wait maybe an hour and they were done putting new tires on and also checking my breaks for me. Again, super affordable prices and excellent service overall! Highly recommend.

1549758614

L B

google

Hi LB, Thank you for your feed back and we are sorry to hear that your experience left you feeling like there was something to be desired. Regarding the need to provide paystubs for your loan we completely understand your frustration here. Unfortunately, it is not uncommon for banks and credit unions to ask us to get additional information/documentation from our customers even after we them have approved for a loan. In your case the lender asked us for paystubs to verify your income after you had already started driving to our dealership. We always let our customers know about as soon as we can and apologize for the inconvenience this caused you You mentioned the warranty we offer and we hate if it was not communicated effectively to you because we know how helpful our warranties are for our customers that have them. We dont have anyone named Jeff working for us so maybe this is part of the confusion? However, you are 100% correct that one of highlights of our warranty is that we price them $100-$200 less than the estimated cost of repairs for any given vehicle. We actually consider this to be the opposite of a hook or sales tactic. We base these figures on trusted, 3rd party data and believe it is valuable information for a customer to have when considering the cost/benefit of our warranties. Our goal is to clearly show customers that on average, our warranties save them money over time in repair cost. Most of our customers appreciate this kind of straight forward, no nonsense approach. Also, as Eddy told you when you were at our office, our Warranty is still completely valid even if Auto Exchange ceased to exist. We have been in business for 34 years but if for some reason we shut our doors, all of our warranties are 100% re-insured and backed by a nationwide carrier. I again am sorry if this some how was not clearly communicated to you. We know the check for your sales tax was delayed but as an out of state buyer, it is uncommon to have your sales tax included in your loan. We were able to get this done in order to accommodate you but since it was a special acceptation it took some extra time to get the check mailed to you. Again, we apologize for this delay but we were trying to go above and beyond to assist you with this. LB please feel free to call us. If you have any issues or concerns that we can make right, we will do all we can help.

1549737897

1

The best thing about my experience buying a car from Auto Exchange was the price. Every other aspect of my car-buying experience at Auto Exchange left much to be desired! Perhaps the most frustrating aspect of my experience occurred April 25, 2018 when I was driving from Kansas City to Lawrence to buy the car. Despite the fact that I had already submitted a financing application, been approved, and been told there was nothing more they needed, the salesperson I was working with suddenly told me he needed paycheck stubs. I reluctantly turned my car around to go get them only to find out fifteen minutes later that they did not need them after all. Another trying aspect of this experience was listening to the saleman, and then his supervisor, clumsily try to sell me a warranty for 45 minutes after I had told them repeatedly I did not want it. Worse still, both men proved to be inept at sales. The only hook that they came up with was that the warranty cost $200 less than the average repair cost for the car over the term of my loan. Keep in mind, this does not take into account the cost of the deductible each time you need a repair, the hassle of submitting claims, nor the fact that if Auto Exchange declares bankruptcy or closes the warranty is absolutely worthless. Another problem I had was getting the dealership to send me the check for the sales tax. Initially, the salesman told me that I would get it when I signed the papers to buy the car. Then he said it would come in the mail with the title. When the title came without the check, he told me that they would put it in the mail that day and I would get next week by Wednesday. Eventually, I just had to call the finance person myself and ask her to send it. All things considered, I would not recommend Auto Exchange to anyone because their employees and processes dont make for a good car-buying experience. UPDATE: Someone from this seedy used car lot replied today. It only took them about a year! Lol. In regard to what this joker said about the request for pay stubs, he is either ignorant or lying. On my drive down I was asked for pay stubs, but the bank did not need them I called them to ask. The salesman just did not know what he was talking about. Perhaps the best proof of this is that I did not go and get them and I still got the loan (more on this later). I am not sure on the guy who explained the warranty. Obviously, the huckster who replied knows who he is as he talks about the conversation. In any case, dont trust these people when it comes to a warranty! The comments on the check are straight lies. As I detail in my narrative these people (and I am talking about several employees here) just dropped the ball. The best evidence of the shady, untrustworthy character of this company can be seen in the disingenuous replies to the reviews on Google. They dont even have the good sense to just apologize! They would rather argue about it. Maybe they will learn some day!