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Fees and tied sales in a vehicle purchase
Autostar

Were you charged fees, insurance or accessories you did not ask for when buying a vehicle from Autostar? Understand tied sales (venda casada) and how to complain.

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What to do, step by step

  1. Ask for the proposal and the contract in writing, with the total amount itemized: vehicle price, freight, fees, accessories, insurance and financing.

  2. Compare the amount charged with the advertised price and with the offer made by Autostar; keep ads, screenshots and messages.

  3. A tied sale (venda casada), that is, making a purchase conditional on another product or service, is an abusive practice (art. 39, I, of the CDC (Brazilian Consumer Protection Code)).

  4. Contact Autostar in writing, ask for the charge to be removed or refunded and note the protocol number.

  5. If there is no solution, file a complaint with Procon and on consumidor.gov.br.

Official channels: Autostar

Official website
autostarram.com.br
Customer service (SAC)
0800 774 4422
Regulator
Procon · 151
consumidor.gov.br
Official government platform; filing a complaint is free

Frequently asked questions

Can insurance or financing be mandatory in a purchase?

As a rule, the consumer is free to choose whether to take out insurance, accessories or financing. Making the sale conditional on another service may amount to a tied sale (art. 39, I, of the CDC).

I was charged more than the advertised price. What now?

The offer binds the supplier (art. 30 of the CDC). Keep the original ad and ask for the correction in writing. The outcome depends on the specific case and the evidence.

Can I ask for my money back?

Amounts charged wrongly may be refunded; in some cases at double the amount, when there is no justifiable mistake (art. 42, sole paragraph, of the CDC). There is no guarantee of results.

What are the official customer service channels of Autostar?

Official channels of Autostar: Official website: autostarram.com.br; Customer service (SAC): 0800 774 4422. Write down the protocol number of every contact and, if the problem persists, file a complaint with Procon.

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