Consumer complaint received 2019-05-20
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
Well, to preface this im a young, unmarried XXXX so if anything I've written seems incredibly XXXX, chalk it up to that. ( TL/DR at the bottom ) Anyhow, I bought my first real car back in XX/XX/XXXX from a dealer in XXXX NC. I always wanted an XXXX   so I went and found a 13 for a good price, drove out there and brought it home. It was in good running condition, no noises or lights of any kind. About a month later I start hearing a creak from the rear right side of the car so I brought it into XXXX XXXX XXXX of XXXX to get it seen. The associate I was speaking with told me about the recall out on the 13 models for the valve springs which I knew was bricking upwards of 30 other people 's cars. I told him about my concerns and he reassured me that dealer had done 15 other recall jobs and none of those customers ran into problems after having the work done, so against my better judgement I gave in and let them do the " free '' recall. 

I came back the next day to find my car running fine, got the keys and drove home without a problem. About a week and a half later I could tell the vehicle was having trouble starting and made some different noises while running at times. I chalked it up to the noisy fuel pump problem but it only got worse. Eventually it went into and out of limp mode ( read CEL and TCL ) multiple times and I was definitely hearing new noises from the motor, almost like a rod knock. So I parked it, called the dealer and had it towed into the shop for repairs. 

I called in every few days to get updates on my car and the dealer keeps putting me off with excuses. The first week it was waiting on XXXX reps to look at the motor and see if it was due to the recall ( they said it wasn't, despite me not having any problems previous to the recall ). The week after that it's waiting for adjusters to look at it because it's still under warranty from the day I bought it ( 3 month, 3000 mi powertrain warranty ) and as of today I still haven't gotten an answer from the dealer nor the warranty company even though I make a point to call in every other day or so to make sure they're actually trying to resolve this problem. 

As of the last time I called in, that being yesterday, the rep from the warranty company said they need to reevaluate the cams because the tech at the dealer didn't break them down far enough to gauge whether or not it was an actual mechanical failure. That means for the time being I'm stuck without a running vehicle and leaning on my fellow XXXX to help me out with getting XXXX done. I don't mind waiting for people to get the job done right, but I can't help but feel like I'm getting XXXX  for not only faulty recall work, but a XXXX warranty that they're saying might not cover it, despite being well within the boundaries of it. Is there anyone I could call or talk to who could help speed things along? Anyone who can help protect me from having to pay a 2500+ dollar bill because of shady business practices? 

The warranty company in question is the XXXX XXXX XXXX

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation