Complaints

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

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  Schumacher Auto Group, Inc.

  3031 Okeechobee Blvd West Palm Beach, FL 33409-4015

  
• 

  Schumacher Auto Group, Inc.

  3720 Northlake Blvd Lake Park, FL 33403-1630

  

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:06/30/2025

  Type:Sales and Advertising 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.

  I purchased a new truck on 2-3-2025 and purchased a service contract for $3,374.00. I had to trade the truck (which I paid cash for) 2 months later because of work. I called to cancel the contract and was told I had to go online and do it. On April 2 2025 I did as asked by the receptionist at the dealership. They would not let me speak with anyone until I filled out the form. I did as asked but there was no follow up confirmation from them. A month went by and called and insisted on speaking with someone about the refund. I finally spoke with someone and they could not confirm the form so she made me email her more information. I believe the last person I spoke with was ***** but they are never employed anymore when I call back. ***** informed me they go through a lot of people. Fast forward to today and still no refund or any confirmation that it has been processed. I called again and surprise no ***** working there and the phone to that department or anyone in management is out of order. The receptionist has been very nice but that is all you can speak with and they never call you back. The longer this takes the less my refund is going to be.

  

  Business Response

  Date: 07/10/2025

  ******,

  It is true that ***** is no longer with the company.

  I will be reaching out to you to gather more information regarding your cancellations.

  *****

  Customer Service Manager

  Customer Answer

  Date: 07/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/02/2025

  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.

  On Feb 1, 2025 my husband and I leased an EncoreGX from Schumacher Buick on Okeechobee Blvd. The first payment was made that day and we were told we would receive paperwork and information regarding making monthly payments. Insurance coverage was completed that day at the dealership and I gave the salesman a copy of the insurance statement. Two days later on Feb 4, I received a call from another salesman telling me he needed proof of car insurance coverage. I told him I had already given it to the salesman that leased us the car two days before. I guess there was no communication there, so I sent him a text of my coverage. On Feb 22 I text the salesman who leased us the car to let him know we had not received any information or a coupon book regarding how we pay our monthly payments. On March 10, he told me he would get that information to me, he never did. We called and even went up to the dealership to try to correct this and were told it would be looked into. I recently sent the Chief Operating Officer of that dealership an email on 5/31/25 explaining my situation and also asked him what's going on up there. He emailed me back telling me he would definitely look into it. He must have given this assignment to a Finance Director because I received another email from the Finance Dir the next day. He told me he needed my name and number to assist me. I previously sent my information. Why didn't they just go to the salesperson who leased me the car. I put his name in the email I sent to the Chief Operating Officer. I don't understand what's going on. It seems to me no one knows we leased this car! I received no texts, calls or notices telling me I am late on payments even though Feb 1 was the first and only payment made. Now, we are expected to make over $1700 in payments? We tried our best to straighten this out now for more than three months. We have never encountered so much confusion and irresponsibility with a business before. Never again.

  

  Business Response

  Date: 06/09/2025

  *****,

  Dort Financial has tried to contact on numerous occasions so they can provide to you your account number so you can start making your payments.  The Dealership has assisted in every way we could, we were more than willing to set up a 3-way call but without the financial institute making contact with you, their client, payments can't be set up.  It is necessary for you to reach out to ******************************* at phone number ************ so they can get your information and vehicle information so they can provide you with an account number so you can make your payments.

  Please reach out to finalize your payment options.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23408978
  
  I am rejecting this response because: I don't agree with the Schumacher Dealership as far as trying to contact us numerous times.  If they mean in the past two weeks, yes, we did get two messages telling us to contact them but nothing before that.  The reason we did not respond at that time was because my husband was hospitalized on June 22, had surgery on June 23 and is home now but going through much pain management and has four IVs of medication a day.  His illness has consumed us with concern and our time is focused on him.  But in the time prior to that, no they did not try to help us get any contract information including an account number to make our payments.  Are they thinking that we did not want to make our payments.  Their response is taking no responsibility for ignoring their customers who need help.  I won't deal with them again and could not recommend them to anyone.  I'm sorry, Schumacher, but this is not our fault.

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 06/10/2025

  *****,

  Thank you for your response, we wish your husband a speedy recovery and understand that this has not been a priority.  If there is anything we can do to assist in getting a 3-way call arranged at your convenience, please let us know.  Once the account has been set up you may be able to start making your payments for your lease.  Again, the number for Centennial is ************.

• Initial Complaint

  Date:05/19/2025

  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.

  About a year ago. They sent me to the service department and there was nobody there that could help me. (good luck, your on your own). The motor in my vehicle needs to be replaced and they can't get parts for it. There is a stop selling order out on the cars that have the 6.2L engine in them, which there must be a lot of cars and trucks (GM). They will offer to buy back the truck for around the blue book price, $30,000.00 less than I paid for the truck. Then I am left without a truck and without the ability to buy a new one. I know this makes no difference to you but I am 73 years old and this is the last truck I will probably buy. I saved my money for several years to get the top of the line and this happens.

  

  Business Response

  Date: 05/20/2025

  Thank you for reaching out to us ****,
  Please know that the Product Safety Recall issued by the ***** for the L87 Engine Loss Propulsion does not affect every vehicle manufactured by ** for Model years 2021 through 2024.  The repair description of that recall is that Dealers will inspect and as necessary repair or replace the engine.  Vehicles that pass inspection will be provided a higher viscosity oil, which will also require a new oil fill cap, an oil filter replacement and an owner's manual insert. 
  
  We will not be honoring the request of a refund you requested.  Please feel free to reach out to ************* as they may be able to assist you further.

• Initial Complaint

  Date:05/12/2025

  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 scheduled an appointment at Schumacher GMC on Monday, May 5 to drop the truck off Wednesday the seventh. I then drop the truck off Tuesday night as I was instructed to do so. I then waited patiently to hear from a service advisor or something days went by and I didnt hear anything. I then called and tried to get a hold of somebody but was unsuccessful. I left messages with several people at Schumacher GMC ********** with no response. After the weekend on Monday, May 12, I tried to call again but was unsuccessful in reaching anyone. So I took time out of my vacation and drove back to ******* to go and pick up my truck and get to the bottom of this when I arrived at Schumacher Buick GMC no one even had my name in the system or knew where my keys were. It was all a game. My time was wasted, and then wasted even more when I arrived to just try and get my keys and get out of there. Once my vehicle was located, I was informed that they could not get a hold of me even though I had left numerous voicemails and called Out numerous times a day since the truck was dropped off. no vehicle dealership or service center should operate like this. This is unbelievable.

  

  Business Response

  Date: 05/15/2025

  ******,

  We are sorry for any inconvenience that you experienced at our Dealership on ***************  We were unable to locate the drop off form in the drop box noting your *** and name to match up to your key you left in the drop box.  Since your vehicle had never been to our service drive before we could not locate the *** or your name in our system, nor was there any customer information left in your truck.  Without that vital information we were unable to contact you to discuss services needed.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23318997
  
  I am rejecting this response because: Thank you for your response. However, I find it extremely frustrating that my vehicle sat at your dealership for an entire week without any communication from your team.
  While I understand there may have been a mix-up with the drop-off form, the fact remains that you had physical possession of my truck and the key. Even more concerning, my contact information was clearly accessible, either from the paperwork I left or through the key tag, yet no effort was made to reach outdespite having my phone number.
  This lack of follow-up and accountability resulted in a significant waste of my time and a complete lack of service. I brought my vehicle to your dealership expecting professionalism and basic communication, and I received neither.
  I hope you will take this seriously and review your intake and follow-up procedures to ensure no other customer experiences this level of negligence
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 05/16/2025

  All communications are taken seriously and acted upon from our customers.  The /service Manager and Service Director are aware of the chain of events.  Thank you for your feedback.

• Initial Complaint

  Date:05/04/2025

  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.

  Jun 8th 2023: I paid a refundable $500 deposit for a Reservation for a Volvo EX30.(see Exhibit A). Jan 11th 2025I cancelled the reservation (see Exhibit B). Since the cancellation of the reservation on January 11th, I have been in contact with Volvo about getting the deposit refunded.Below is a summary/list of communication with Volvo. After 3.5 Months of Volvo being unable to provide any credible solution and just blaming internal accounting problems between the dealership and Volvo corporate, I see no other solution than filing a complaint in order to get Volvo to react.(see Exhibit C for full flow of E-Mail). Jan 21st *****. Email from me to Volvo requesting info about refund Feb 7th *****. Email from me to Volvo requesting information/update.Feb 7th 2025E-Mail from Volvo to me assigning *. ***** to the case Feb 14th *****. Email requesting from me to Volvo requesting an update.Feb 14th 2025E-Mail from Volvo to me stating they are checking with accountingPhone Call mid February between myself and ******* *****: I am being told they are having difficulty with the System by Volvo Corporate where funds are being held.Feb 20th *****. Email from me to Volvo requesting information Mar 11th *****. Email from me to Volvo requesting information Mar 12th 2025: E-Mail from Volvo to me stating they are still checking with accountingMar 17th 2025: 6. Email from me to Volvo requesting an update Mar 18th 2025: E-Mail from Volvo to me stating they will contact accounting again tomorrowMar 27th 2025: 7. E-Mail from me to Volvo requesting an update Mar 28th 2025: E-Mail from Volvo stating We have been having issues with the Volvo refund siteMar 29th 2025: I was a Volvo Schumacher myself and met with Finance Manager **** ****** (coincidentally) purchasing another Volvo vehicle from them !. I was told that the issue will be resolved very soon. May 1st 2025: 8. E-Mail from me after not having heard anything for the last 5 weeks.

  

  Business Response

  Date: 05/06/2025

  Patrik,

  Thank you for reaching out to us regarding your refundable deposit for your Volvo Cancellation January 11, 2025.  I have confirmed that there were some systemic issues in getting the refund processed.  I have reached out to our ********************* and have confirmed that the check for $500 will be processed today and sent out for signatures.  Once received back (Thursday 5 8 2025) the check will be mailed to your address on file.

  We apologize for any inconvenience this has caused, and we look forward to servicing you in the future.

  Schumacher Auto Group

  Customer Service.

   

  Customer Answer

  Date: 05/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I received a cheque in the mail on May 13th so this issue is settled.

  ==> I am grateful to BBB for assisting me in this case.

  ==> I am thankful that Volvo of the Palm beaches / Schumacher finally issued the refund.

  ==> I remain surprised and disappointed that it required such action on my part to get the business to provide what was clearly marked as a "refundable deposit".

  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/01/2025

  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 live in *******, I wanted to drive my truck to ******** to watch my Nephew graduate from collage, see my little brother and show off my new truck. I got an email from him stating that I had better not drive my (new truck) out here because there has been a stop order from **. Saying that there was a problem with the engine. I did some research and found three web sites that said the same thing. I went to the dealer and told me "good luck". I have saved my money for the past ten years (yes that's ten years). I am 73 years old and I own the truck outright. So they told me I had to have three issues to invoke the lemon law. I have not had a problem with the truck as of yet but I don't want to have a problem with the truck in *********$81,000.00 dollars paid in full I have multi web sites with the same information, but I cannot figure out to upload them to you.

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out to us ****,

  Please know that the Product Safety Recall issued by the ***** for the L87 Engine Loss Propulsion does not affect every vehicle manufactured by ** for Model years 2021 through 2024.  The repair description of that recall is that Dealers will inspect and as necessary repair or replace the engine.  Vehicles that pass inspection will be provided a higher viscosity oil, which will also require a new oil fill cap, an oil filter replacement and an owner's manual insert. 

  You are correct in saying that you have to have 3 repair attempts on the same item to invoke the Florida Lemon Law, and as you stated there is nothing wrong with your vehicle as of yet. 

  We will not be honoring the request of a refund you requested.  Please feel free to reach out to ************* as they may be able to assist you further.

• Initial Complaint

  Date:02/25/2025

  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 purchased a used 2021 *** M8 from Schumacher Buick GMC ********************************* dealership on 12/26/24. My salesman was ******* ****. The purchase was made remotely as I am in AZ. The sales advertisement stated this vehicle included the upgraded driver assistant package ******* sold me the car as being fully operational. Given I am not local I had to rely on ******* dealing with me in good faith. I did secure a video of the vehicle and it appeared in good condition.When the vehicle was delivered to me, I immediately noticed that the parking sensor was not operational. I had this diagnosed at the local dealership and they identified that one of the sensors on the back bumper had very minor damage to it, which impacted the whole system. I called and spoke to ******* and he assured me the vehicle was fine when it left the dealership, however I had the local *** dealership pull the failure code and it shows this issue was present since 9/20/24, prior to the sale. In addition the report indicates that the warning light had come on 255 times since. This confirmed that the warning light triggered more than one time a day during this period. It is clear to me that ******* was not being honest with me. I called and emailed both the sales manager, **** ****** and the CEO, *** ******** to communicate my concerns. It has been two weeks since my first communication. Neither has had the professionalism to call me back and address this issue. It cost $2048.17 to repair this damage. I believe this dealership falsely advertised the condition of this vehicle and then made a bad faith deal.

  

  Business Response

  Date: 03/05/2025

  ****,
  Thank you for reaching out to us regarding your 2021 Pre-owned *** purchase.  It is unfortunate that you identified an issue with your car.  The car was sold as a Non-Certified Pre-Owned Vehicle with a Limited Warranty for 3 months/3k miles.  Although every effort is made to identify any issues that may be present, we did not have any warning lights coming on for the park assist.  We conducted a visual multi point inspection, and the vehicle was in good condition.  You were also provided with a walk around video of the car showing you all sides of the car and the condition it was in,which you agreed was in good shape.  After the sale the car was placed on a transporter and shipped to *******, we are not responsible for any damage by the shipping company.  The sensor appeared to be pushed in and scratched according to your documentation.
  We are unable to determine the value of the Westgate Invoice as there is no information pertinent.  Arrowhead *** did not perform any work.
  Thank you for reaching out and sharing your concerns

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22991192
  
  I am rejecting this response because:

  Your assertion that the vehicle was totally functional prior to the sale is not supported. As I noted in my complaint, ********* *** secured the fault codes report on 1/27/25 for the parking assistance that have fired on this vehicle. The printout report confirms that this issue was present since 9/20/24, three months prior to selling the vehicle to me. The trigger fired 255 times in a period of 143 days, meaning the warning light triggered more than 1xday, This warning message is clearly displayed on the vehicle and requires manual intervention to remove it from the screen. If the vehicle went through a multi-point inspection as you claim, it is unreasonable to believe that this was not discovered. As for the video walk around, the damage is not something that would have been evident as it is a minor scrape. Furthermore, I asked the sales person to confirm with me that the vehicle was fully operational, which he did. Is it your position that as a consumer, I should not expect the dealership to operate in good faith? I doubt a court would agree. The repair cost for this issue is clearly documented, it is irrelevant that the repairs were completed at ******** collision. If you would have preferred that I had a *** dealership repair this vehicle, the cost would have been substantially more. I encourage you to review this file further and reconsider your position. I am prepared to take further action through all legal remedies available to resolve this issue if you are not willing to address this issue.
  
  Sincerely, 
  
  **** ********

  

  Business Response

  Date: 03/17/2025

  ****,
  We have received your complaint rejection response.  In our initial response to you we indicated that the Invoice from Westgate Collision was not pertinent as there were no repair details included.  Since you have not provided the detailed repairs that were performed to your vehicle, we reached out to Westgate Collision and have obtained a copy of your work order. 

  After careful investigation it was found that the $2,048.17 was for all the work you had performed on your car.  The sensor replacement was only a portion of the invoice.  We will not be participating in the repairs to the Weatherstrip installed on the Left front door, $284.00.  We will not participate in the Bumper Cover refinish, clear coat, bumper assembly overhaul, rear bumper cover, paint/materials and hazardous Waste disposal and Flex Additive in the amount of $1325.72 plus tax.

  
  The Rear parking sensor $323.88, the sensor ring, $4.52, and the sensor bracket $60.21 plus tax at a rate of 8.60% equals $422.03.

  
  We will be willing to submit the amount of $422.03 for approval and once approved we will refund you for only the sensor replacement as reference in your initial complaint.

  
  All other repairs are denied and are not the responsibility of Schumacher Auto Group on your Pre-owned 2021 *** M8.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 22991192
  
  I am rejecting this response because:

  In your response, you have agreed to replacement of the sensor, this is appreciated. In addition, I agree that the left front door weather stripping is not your responsibility. However, your explanation for the bumper repair is not accepted. As you know, the sensor is attached behind the bumper. There is no way to access the sensor without first removing the bumper cover. In addition, the damage area to the sensor includes the rear bumper where the sensor was impacted and attached. In order to ensure that the new sensor will function correctly it was imperative for the shop to fix the minor damage to the bumper as well as replace the sensor. I ask you to reconsider the decision to not address the bumper. I am willing to accept a payment in the amount of $1,747.75. This is the cost to address the sensor fully to ensure the system was fully operational. 

  Sincerely,
  
  **** ********

  

  Business Response

  Date: 04/08/2025

  In your original complaint you referenced the scratched sensor only, no mention as to bumper repair, paint, Bumper assembly overhaul, and refinishing of the Bumper Cover.  Yes, the sensor is in the bumper, and we are willing to cover the Sensor cost, not refinishing your bumper.

   

  No additional monies will be refunded other that the refund for $422.03 as already offered.

• Initial Complaint

  Date:01/18/2025

  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.

  I am writing to file a formal complaint regarding an unsatisfactory experience at Schumacher ***************************** on ***************I brought my vehicle in to have the error light diagnosed and was quoted $300 for a diagnostic fee. I explicitly informed the service representative during check-in that any charges beyond this amount would require my prior approval. The representative acknowledged this and assured me no additional work or charges would be performed without my consent.Upon deciding not to proceed with the recommended repairs, I went to pick up my vehicle. I was charged $353.10, which is $53.10 above the quoted amount. When I asked for an itemized receipt explaining the additional charge, I was only provided a credit card payment slip and no breakdown of the fees. The representative at the counter claimed the extra charge was a waste fee. However, this fee was neither disclosed to me upfront nor approved by me, as per the agreement made at drop-off.I feel this is a breach of trust and transparency, as the dealership failed to honor their assurance to seek my approval for additional charges. I kindly request that the BBB assist me in resolving this matter and ensuring the dealership adheres to ethical billing practices. I am seeking a refund of the unauthorized $53.10 charge.Thank you for your attention to this matter.

  

  Business Response

  Date: 01/22/2025

  Repair order # ******

  2017 Chevrolet Cruze

  The diagnostic charge of $300 was approved by the client, shop supply charges are assessed on every work order that is 10% of the total labor and parts not to exceed $75.00, on RO # ****** a $30 shop supply Cost was added, which is 10% of $300. In addition to the $30 shop supplies there is tax of $23.10 which we are required to charge by law.  The total of $53.10 is in addition to the $300 diagnostic fee.

  No refund will be issued.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22829613
  
  I am rejecting this response because:  I was told "anything over $300 we will call you first". I was not told about a $30 shop supply Cost, nor the possibility of a shop supply cost. 
  
  Sincerely,
  
  ***** **** Iii

  

  Business Response

  Date: 01/23/2025

  The diagnostic charge was agreed upon and honored, we did not charge over $300 as quoted.  Taxes and Shop Supplies are customary charges on all repair orders.

• Initial Complaint

  Date:11/18/2024

  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 wife was offered to buy her 2023 Subaru Outback for 35k. In financing room when making payment and signing forms, price was dropped to $32.8k to buy out vehicle. We paid $19.5k and agreed to pay remainder upon vehicle pickup. Instead of being called to pickup vehicle, my wife was called and told price of car went up and is now $39k. She signed paperwork, shook hands, and signed title already. Schumacher cancelled the deal and reversed the $19.5k charges. We were lied to. We took 10% hit taking money from 401k to pay $33k only for Schumacher to change price last minute to $39k after paperwork was already signed. Schumacher should honor the original paperwork that was signed, not make us pay more because they did their job wrong. If a business messes up, they should eat the loss, NOT the customer!!! We are honest people and we were honest with you when we noticed price was lower originally. Even after pointing it out you stuck to that price. You should be honest too and still stick to that price!

  

  Business Response

  Date: 11/19/2024

  We appreciate the opportunity to provide clarity on the matter raised by Mr. *********** regarding his recent interaction with our dealership. Below is an account of the events as they occurred:
  
  Two days ago, Mr. ************ wife visited our dealership to explore purchasing their leased Subaru vehicle from Subaru Motors Finance. We provided her with a quote, initiated the vehicle certification inspection, and offered her a courtesy loaner vehicle while we finalized the process. Unfortunately, during the transaction, a manager mistakenly quoted the end-of-lease payoff instead of the current lease payoff, which was several thousand dollars higher.
  
  We promptly identified the error before the customer returned to finalize the deal and informed her of the corrected payoff amount. She expressed disappointment and indicated she no longer wished to proceed with the transaction. To address her concerns, we offered to reduce the cost of certification significantly. However, the customer declined, stating this was not acceptable.
  
  Despite this, our executive sales manager reached out to express concern for their experience and offered to waive the certification cost entirely as a gesture of goodwill. This would have substantially reduced the overall cost of the transaction. However, Mr. *********** perceived our efforts to resolve the matter as offensive and subsequently escalated his complaints.
  
  Our sole focus was on resolving the issue and repairing the relationship.
  
  While we made every effort to address their concerns and rectify the situation, we ultimately determined that we could not meet the ************* expectations. We have respectfully informed them that we are unable to continue the business relationship and advised them to seek assistance from another Subaru retailer.
  
  We value transparency and professionalism in all customer interactions. While this situation is regrettable, we believe we have acted in good faith to resolve the matter and move forward amicably.
  
  Tell us why here...

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22572736
  
  I am rejecting this response because: Payment was made. Title was signed. Dealer illegally backed out of signed contract. 
  
  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 11/21/2024

  We promptly identified the error before you returned to finalize the deal, and you were informed of the corrected payoff amount.

  We offered to reduce the cost of certification significantly, but you declined the offer.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22572736
  
  I am rejecting this response because: The deal was finalized when the title was signed and when initial payment was initiated. Dealership illegally did not honor contract. 

  
  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 11/21/2024

  The deal was not completed so there is no signed contract, the clients declined to move forward with the deal after being told the correct payoff.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22572736
  
  I am rejecting this response because: In addition to the contract and title that was signed, your acceptance of initial credit card payment is legally binding contract. The claim that contracts were not signed is untrue. The only reason full payment was not sent initially was because **************** had 20k withdrawal limitation. Otherwise entire payment would have been sent. Subaru West Palm accepted initial payment and had my wife sign multiple contracts, including the title, indicating clear acceptance of terms offered. Subaru West Palm neglected to provide us with copies of signed paperwork. Initial Payment is contract. Subaru violated terms of contract and cancelled deal.
  
  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 11/27/2024

  We promptly identified the error before the customer returned to finalize the deal and informed her of the corrected payoff amount. The deal was never finalized.

• Initial Complaint

  Date:10/30/2024

  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.

  9-10-24 Schumacher Auto Group at ****************************************************************** sold me a LEMON- 2024 GMC Acadia Denali with 200 miles on it. In heavy rain the 2 days before Hurricane ******, the vehicle's camera proxy system malfunctioned, and the vehicle would not work in reverse. Any attempt to put the car in reverse failed. The safety feature would engage, and the car slammed the gear into Park. This happened at least six times trying to back out of my driveway with nothing in the way, injuring my neck. The camera proxy system is faulty and malfunctioned 2 days before hurricane Hellene in heavy rain. Reverse would not work. The vehicle was flat beaded back to *** the next day and remains at the dealer. They told me not to use my insurance company for the tow. I did. *********** is aware they sold me a LEMON.I am being treated horribly by everyone at Schumacher GMC. ****** of the ******************* who is completely rude and hung up on me. He told me the day before Hurricane ****** that there was nothing wrong with the car. The day after the hurricane, he said they reprogrammed the *** system. They would not show me service records. What was done? Reprogrammed the cars brain? I told them I wanted my money back. The Sales Manager **** said it was too late for me to get my money back. The dealer has used delay tactics as the salesman was out with back pain for a week and they said I had to talk to him to return the car. The Sales Manager **** delayed his call back to me for five to six days. When I spoke to him, he said he would check with service ***** He told me he would call me back and I never heard back. To this day the car remains at the dealership with no call from anyone from GMC ******************************************************************* The customer service has been a nightmare from the beginning. I want my money back!

  

  Business Response

  Date: 10/30/2024

  ****,

  The request for a refund will not be honored.  My records indicate that the Short-Range Radar Sensor had an updated software available.  The software update was performed, vehicle was working as designed.  Thank you for your comments regarding our Service Advisor, we take feedback very seriously and will address the issue.