Complaints

This profile includes complaints for Union Park Automotive Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Union Park Automotive Group, Inc.

  1704 Pennsylvania Ave Wilmington, DE 19806-4020

  
• 

  Union Park Automotive Group, Inc.

  PO Box 2508 Wilmington, DE 19805-0508

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tires and wheels protection for my BMW X3 M40i in 2022. According to the terms of the tires and wheels protection, it is cancellable and I canceled it through email on 01/05/2023. On 01/06/2023, I received a confirmation email from Safe Guard Products International, LLC informing me that the cancellation was successful and completed on their end. The email also mentioned allowing the selling dealership (Union Park BMW) approximately 3-4 weeks to issue my refund to my Financial Institution. However, I have waited more than half a year and still have not received my refund. I have contacted the Finance Manager ****** ***** multiple times through phone calls and emails. However, he keeps telling me that he is investigating and waiting for an answer.
  
  My demand is to get my refund of $1885.53 and apply it to my BWM Financial Service account. In addition, I would like to receive an official apology from Union Park BMW since working back and forth on this issue cost me a lot of time.

  

  Business Response

  Date: 08/07/2023

   

  This policy was refunded to BMW to be applied to the
  customer’s account on 2/28/23.
  BMW cashed the check on 3/09/23 (see attached PDF) and
  should have applied this credit to the customer’s account per the information
  on the check. The customer should contact BMW to confirm this credit was posted
  to his account.

  We believe that this matter is resolved as per above and attached.  

  Customer Answer

  Date: 08/09/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I called BMWFS, there is no check applied to my account on 03/09/2023. In addition, they could not found the check by the combination of check number, check amount, and check received date (03/01/2023-03/15/2023). Therefore, to continue the investigation on BMWFS side, please provide the front and back of the check.Also, please see the second page of the ***** policy refund.pdf. The Check Information -> Status says "Cancelled 04/20/23". Please explain the reason as well.
  
  Regards,
  Complaint ID: 20428808
   
  
  
  
   

  

  Business Response

  Date: 09/05/2023

  As requested, please see the attached check copy to assist in your efforts with BMW FS.   Best regards.  

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2023 Honda Hr-v was involved in a small fender bender. The estimated repair time according to my insurance adjuster and Union park collision was less than 2 weeks. After 2 weeks passed I was informed the parts still have not arrived and I patiently waited another 2 weeks. I tried reaching out multiple times for my vehicle progress and was unsuccessful. Finally, I was informed the parts are on back order. I ask for a loaner because I cannot afford renting vehicles to get to work and school. A month ago I received a Chevy Malibu which was very filthy, but I needed a car to get around so I did not complain. I’ve been in the loaner car for a month, and it needed an oil change because oil life was less than 2%, the car drive forward when I put in reverse and a check engine light is on. This past two weeks I left multiple messages to the collision center manager with no response. This level of unprofessionalism is very concerning, I don’t even know what’s wrong with my car and I feel very unsafe driving this loaner car. If my vehicle is not ready, I just want a loaner car that equal the level of my current vehicle. If not I want my vehicle to be transfer to a different Honda collision center.

  

  Business Response

  Date: 03/30/2023

  Customer was contacted Friday 3/24/23. We removed him from his current loaner vehicle and provided him with a 2022 Honda H-RV to use until his car is completed.

  Thank you

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.The collision center provided a 2020 Hr-v, not 2022. (See attached for proof) I was informed that my vehicle will be ready by Thursday of last week. I called to confirm the vehicle will be ready last Thursday and I was informed they ordered the wrong parts and the part I need is on back order. I’m not satisfied, I want my bill to be payed for due to the lack of unprofessionalism showed! I tried contacting the head of the dealership group, and I have not received a called back. I will never bring my vehicle back to union park and my family and I have been customers for years. I am extremely dissatisfied 
  
  
  
  Regards,
  Complaint ID: 19639937
   
  
  
  
   

  

  Business Response

  Date: 05/09/2023

  I apologize that the customer is unhappy.  Unfortunately one of the parts that he damaged in his accident is on national backorder through the manufacturer American Honda.  American Honda has been unable to provide us with the necessary part to complete the customer's vehicle.  Although we are not required to provide substitute transportation for items that are completely out of our control, we have provided the customer with a no charge replacement vehicle at our expense since his insurance will no longer cover a rental car.  Union Park is unable to complete repairs until the manufacturer is able to provide the necessary parts.  The customer real concern is with the manufacturer, not the dealership.  We will install the new part ASAP after it arrives.  Again, we apologize for the delay but it is out of our hands.

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/17/22
  $1000
  I financed a suv and I had it less than 30days and my engine went bad on me they towed it to there shop and they told me if they couldn’t fix it they were workin towards putting me in a new vehicle and that they would handle everything with the other car and bank but I was without a car for a little over 2 weeks they didn’t provide me with a loaner car or a rental car then they contacted me on 01/03/23 they contacted me and told me the new vehicle was ready to be picked up but that’s when I received a call from bank about the loan on the other car which I thought was handled but it wasn’t now I’m stuck with two different car payments and only driving one car

  

  Business Response

  Date: 02/01/2023

  Mr. **** is a good customer of Union Park. We believe his complaint should have been directed to GEICO Insurance company and/or Santander Consumer USA due to the following set of circumstances.

  Mr. **** did purchase a 2018 Kia from Union Park on 11/17/2022 and Union Park secured financing in the amount of $21,732.66 through Santander Consumer USA. Based on information provided by Mr. **** (see attached total loss letter), the Kia was involved in some sort of crash/accident on 12/3/2022. As a result, the Kia was deemed a total loss by GEICO, and if rental car coverage existed on his policy, GEICO should have paid for a rental car for Mr. **** during the time he was out of a vehicle. From the total loss letter, it appears that GEICO settled the open loan on the KIA on 12/18/2022 in the amount of $22,347.00. On 12/26/2022, Mr. **** bought a replacement vehicle for the KIA from Union Park and Union Park secured financing for this (the second) vehicle through GM Financial who required proof that the Santander Loan was settled ( attached total loss letter).

  Mr. **** states that Santander is still billing him for the loan on the KIA. If this is the case, his issue is with Santander Consumer USA and he should contact them immediately. 

  Union Park cannot resolve the issues Mr. **** is experiencing because, as the "seller", we are a harmless nonparticipant when it comes to the terms of rental coverage in GEICO's insurance agreement and Santander Consumer USA's billing protocols.

  Thank you for the opportunity to respond.

  Customer Answer

  Date: 03/15/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Hey I’m writting yu in regards to a complaint I filed on Union park Buick I had purchased a car nd the engine blew in less then 30days nd they told me they would resolve it but instead they took out another loan in my name so now I have two car payments nd only have one car
  
  
  Regards,
  Complaint ID: 18952230
   
  
  
  
   

  

  Business Response

  Date: 03/15/2023

  BBB,

  This complaint was responded to by Union park on 2/1/2023. Please see the attached response and Total Loss letter. Thank You.

• Initial Complaint

  Date:10/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/13/22 I had the rear brakes pads of my 2014 supposedly replaced at Union Park for a cost of $145.80. In August of 2022 I developed a horrible noise when braking, so much so that I limited myself to just driving locally.
  Due to another issue with Union Honda, and knowing I had rear brakes replaced in 2022 and front brakes in 2021, I lacked confidence in their work and opted to try a new auto repair shop.They saw my car on 8/31/22. They found the noise was caused by the rear brake pads being worn down ( I still am carrying those in my car as proof). I had put 9000 miles on the car in that time. I called Union Park after this and asked to speak to the service manager.
  I was told he was gone for the day, he would call me the next AM. When there was no call back in the morning, I called back in the afternoon, they said he wasn't there. I never did hear from him and my answering machine is always on. Ultimately I contacted Honda's main office and spoke with someone named ***** (?). Eventually she called to say the case was being closed because the Union Park service manager (maybe by the name of ***?) said my front brakes were done in 2021. I explained that the complaint was about the rear brakes, she didn't seem to care, case closed. I believe the case # was 13351660. Then I tried to contact the general manager at Union Park, and got an email back from apparently a salesman saying he could help me purchase a new car? I feel like we are communicating in different languages. I don't know how to UPLOAD documentation, but I could fax it or take a picture and text it somewhere

  

  Business Response

  Date: 10/28/2022

  Contacted customer 10/28/22.  Although customer did not return her vehicle to Union Park to have the issue inspected, we have offered to her the requested amount of $145.80 in the interests of customer satisfaction.  She indicated to me that this would be a satisfactory solution.  As soon as the customer indicates that she is satisfied with this outcome, i will issue her a check for the requested amount. 

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 18299278
  
  

  
  

  
  

  
  

   

  
  

   

  
  

  My complaint about Union Park Automotive was to be resolved once I told the BBB that I was satisfied with their response, which I am stating that I am satisfied
  
  

• Initial Complaint

  Date:09/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sep 17 - Dealer agreed to purchase lease contract and pay $1059.20 for lease to ***** *****
  Sales rep Fexlix Cancel said it would take 1 week to produce payment check and they would mail it to ***** *****
  Sep 28 - ***** ***** returned to dealer because check for $1059.20 was not received.
  Sales rep ***** Cancel said it would take 7-10 days to produce check. As of Sep 28 re-iterated that it has been 10 days since the transaction.
  ***** ***** asked ***** to call Honda Financial to inquire about the payment delay, ***** refused
  ***** ***** asked what was the course of action if a check was not received within the next ew days and suggested that since Honda Financial would need to be contacted the request was made to expedite the request and call Honda Financial from Union Park Honda. ***** replied that he was too busy.

  

  Business Response

  Date: 09/29/2022

  Union Park has paid the lienholder in full. We are waiting for confirmation of release of the lien in the form of a clear Delaware title so that we may issue Mr. ***** his portion of the funds.

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  

  It has been 3 weeks since the issue began (Sep 17th, 2022). I was initially told that the issue could be resolved, transaction completed in 1 week. After 10 days I inquired on the status and was told the issue typically takes 7-10 days to be resolved but that nothing else could be done but wait. After filing a complaint with the Service Provider Union Honda and the BBB a call was returned from the service provider stating that the issue should be resolved within 2-4 weeks from the original date. As of today (Oct 7th, 2022) the issue is still open.  I would like the complaint to remain open until the his has been resolved.
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 18141626

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:09/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wish there was an option to rate something really really poor because service provided by Union park this time definitely doesn't deserve a single star for sure. Have been visiting Union park for servicing of both of my cars. It was regular oil change + tire rotation service on July 15th and on the way back from service center my car started making weird sound at 55+ speed. Called them next morning and they recommended me to come back to get it checked. Visited them again on 21st, Union park rotated my car tires back and they said it fixed the issue, but it DID NOT.
  Visited again on 27th July, Manager took it for drive and accepted weird noise. At the end of day they were not able to figure out root cause. They asked me to leave car, I asked for loaner which they refused.
  Left my car again yesterday ( 4th time on Aug 4th) for entire day. Manager calls me at 2 pm : Sorry we cannot do anything and technician say there is no issue, please talk to Director Mr. ***** ********. Called ***** 5 times, left voicemail and he never answered or called back. Took my car keys at 5 pm and left their facility really disappointed. My car which is still in warranty has been messed up by them. I tried whatever i can, wasted 4 days after paying $232 for oil change, tire rotation and complementary issue introduced by UNION PARK HONDA
  Union park honda director contacted me after almost 20 days and said they can’t do anything . He contacted me after reading Google reviews instead of going thru his voice mail. I have been requesting them to go for a test ride with me so that I can I prove my point and help them replicate the issue which started after getting my vehicle serviced at Union park. They have been so adamant declining any of my plea . This is my appeal to Union park and American honda to help me solve this issue

  

  Business Response

  Date: 09/13/2022

  I am disappointed to read the comments from Mr. *****.  Union Park performed a routine basic maintenance service to his vehicle on 7/15/22 which included rotating his tires. He called the next day stating he had a noise from his vehicle at highway speeds.  We asked him to return and he came back and we rotated the tires back to their original positions.  The noise we heard when he came back was now gone.  Mr. ***** then called again complaining that we did something to his vehicle since he stated he hears a new noise now.  We asked him again to return, and we checked his vehicle for a third time.  This time we found no issues or problems with the vehicle, it was operating as designed.  He then left and called back yet again complaining of the same noise.  Union Park had it  brought it back and we had a similar vehicle (Mr. ***** has an Accord hybrid with a electric motor assist) in service to compare the two cars.  After inspection I had our shop foreman also re-check the vehicle to determine if there are any faults.  We found the vehicle to be operating exactly the same as the other hybrid vehicle.  We explained this to Mr. ***** when he picked his vehicle up.  After I read Mr. *****'s google survey, I called him to discuss it.  He stated that we damaged his vehicle and refused to repair it.   I pointed out we looked at the car 4 separate times and, aside from the tire noise, we found nothing wrong with the car.  I felt his comments frankly were unfair.  At this point Union Park has inspected the vehicle on 4 separate occasions and found no factory defect.  I do not believe a fifth visit will change anything.  Mr. ***** points out that his vehicle is still under factory warranty, and it is until 10/25/22.  In cases like these, American Honda often suggests the customer take their vehicle to another Honda dealer to basically get a second opinion.  In this situation I feel this is probably the best course of action to take. 

  Again, I apologize that Mr. ***** believes Union Park damaged his vehicle.  However, after 3 additional visits to our service department, we were unable to find anything wrong.  At the times we inspected the vehicle, we have found no defects in materials or workmanship that constitutes a warranty issue.