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:05/16/2023

  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.

  Date of transaction: 5/8/23. Amount paid: ******. This was what I thought to be a routine maintenance, oil change+tire rotation. My initial complain was that I proactively brought up 2 TPMS issues. When I received my truck back, there were 4 TPMS issues. This decreased my trust that the company did work up to par. Upon driving the vehicle on 5/14, after 579 miles driven, my driver rear tire came completely off my truck while driving 78MPH on the turnpike. A third party ***** dealership, *****************, documented the reason the wheel came off was due to improper torque of lug nuts AND identified additional gross negligence by finding multiple wheels with finger loose lug nuts. I have this documented by *************************. I gave ***************************** a call and a heads up on the issue and he refused to accept blame, rather directed me to file an insurance claim and if they were at fault my insurance company would come after the dealership. I do not feel it is appropriate or my responsibility to file a claim due to the gross negligence that occurred and both my wife and I are extremely traumatized from our wheel coming off while driving on the turnpike. ************************ has determined mechanical repairs to be $3162.01+tax, this does not include the 4 new wheels + tires needed. The body repair is $4089.51 and I have a tow receipt that cost $350. I would like Schumacher Chevrolet to take ownership for their gross negligence and make me whole by covering the cost to repair my vehicle. I would also like to be reimbursed the cost of the original maintenance work that occurred. I could not upload the video I have of the truck on the roll back, but it can be found on ****** review or if the company would like to see it, please reach out to me. I have not filed anything with small claims court at the time of this BBB complaint.

  

  Business Response

  Date: 05/17/2023

  Customer came in with his 2012 Chevrolet Silverado on 05/08/2023 at 8:50 am and it was completed at 11:13 am. Vehicle was released to customer without any issues. Customer posted on ****** that his tire pressure system was not performing properly even though he admitted to having issues prior to visiting **. The Customer called on Friday, May 12, 2023 stating he was hearing a noise in the rear of the vehicle. We told him to bring the vehicle down to ** and we would inspect immediately. He stated he had a company car and he would rather take the vehicle to the repair shop that services the company fleet vehicles. He stated that if they found something, he would be back in touch.  We received a call on May 15, 2023 from the customer stating that the left rear wheel fell off and the vehicle was at ************************. I ran a CARFAX and determined that ******* in ********* Beach serviced the vehicle on 05/12/2023. I called ******* and spoke with ***************************** who stated they inspected the vehicle and had a video of their technician working on the vehicle, She stated they didn't see anything wrong with the Silverado and released it back to the customer. ***************************** stated her technician did remove the left front wheel, but put that it was a visual inspection on their repair order. I asked for a copy of the video. She stated she could not send to me, but would send me their repair order. I have attached it to this response. When we stated our position to the customer, he stated he has already spoken with ****** & ****** Law Firm. At that point, we ended the conversation since he eluded he was represented by an attorney.

  We went on ****** to see that he changed his initial poor review to reflect that his wheel had fallen off and attributed it to the service here. He also gave a positive review to ******* at the same time he posted the vehicle pictures. I spoke with the Service Manager at ************************, ***********************, where the vehicle is currently located. He agrees this is an unusual situation since the customer opted not to return the vehicle to us and took the vehicle to ********

  We are not opposed to assisting with this customer, but also feel that ******* has some liability in this situation as well. There is negligence on their part based on the customer complaining of various noises and they released the vehicle then changed the repair order to a "visual inspection" when they admitted to taking off 1 wheel that is shown in a video. 

  I am open to a realistic resolution to this matter which must include removing the negative ****** postings. If he chooses to turn this into his insurance, I would entertain covering his deductible. Please let me know how to proceed moving forward. 

   

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20066912
  
  I am rejecting this response because: Not all the facts listed from the business are accurate. 1. I proactively addressed that TWO TPMS were non-functioning at initial visit. When I received my vehicle back from *************************, FOUR TPMS were non-functioning. 2. Based upon my experience at my initial visit to Schumacher, when my vehicle began to exhibit grinding noises, I deemed it necessary to take my vehicle to ******* as that is where I have previously taken my company vehicle and had confidence in their abilities. 3. I am glad to see the business admit that the wheel that ******* removed was neither the wheel that came off while driving NOR the wheel that ************************* documented as having finger loose lug nuts. 4. If the business would not have dismissed my claims and plea for help, I would not have had to resort to ****** reviews. 

  I am also open further negotiations but at this point I feel the ownness is on the business to cover the repairs and not on my insurance company as this is clearly negligence on behalf of Schumacher (please see in writing here that the wheel that fell off was not the one ******* touched). I am in possession of the aforementioned video that corroborates *******'s position. 

  Please let me know how to proceed moving forward. 

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

  

  Business Response

  Date: 05/17/2023

  Unfortunately, we disagree. I am not unopposed to participating in the repair. However, ******* bears some responsibility in this as well.  Especially since they falsified the repair order versus what they actually did.  If you put this thru insurance, they will sort out who they feel is responsible and pursue on your behalf.  Again, I will cover your deductible and deal with them to resolve. 

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20066912
  
  I am rejecting this response because: We clearly are not on the same page. I have filed a form *************************************************************** your position, I will take this to small claims court. I have spoken directly with ****** at ******* who confirmed the work completed was the work documented; both ******* and I are confused at Schumacher's unbased accusation. 
  

  I want to document how disappointed I am that the Schumacher continues to point fingers instead of take ownership. My wife has been in tears multiple times since the accident, traumatized that she or I could potentially be planning a funeral or both be dead. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/11/2023

  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.

  I traded in a car in February 2023 at Schumacher Okechobee **. I live in ********. The salesman put my Virginia plates on the car I purchased (a 2018 Volvo) and told me the registration was all taken care of. When I returned home I was stopped by Virginia state police telling me my tags were still registered to the auto I traded in (a 2019 Buick). I then called the manager of used cars at Schumacher and told him. He said the salesman would call me--he never did.My current tags expire the end of this month but Virginia DMV will not renew as they are still not registered to the vehicle I'm driving!!

  

  Business Response

  Date: 05/17/2023

  Hello *******,

  Our out of ******************** 50 State DMV, contacted you on March 13, 2023, and advised you that they needed a copy of the ******** Emissions Test to complete the registration.  You indicated to them that you would not be back to ******** until 4 17 2023.  A copy of the emissions test has never been received and without the copy of the emissions test we are unable to complete the registration.  Please complete the emissions test and submit it to 50 States so they may complete the registration.

  ******** DMV
  653 ********, Suite B,
  **********, ** 88001
  Office Number: ************
  Fax Number: ************
  Email: *********************************
  Text: ************

• Initial Complaint

  Date:04/29/2023

  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.

  Leased car from Schumacher Buick 2019-39 month lease. Paid $353.17 at time of lease, 38 payments remained & automatically deducted from my account. Final payment due Dec. 3, 2021. Went to dealer on Dec. 7, 2021 to purchase car. GMC FInancial gave payoff amount plus last 2 months plus fees, taxes, tags..... and paid Schumacher $20,095.45 (check). Was told they would contack GM to cancel automatic withdrawel for the last 2 months since I paid those. My account was debited on 2/19 for the payment I had already paid for. Called GM multiple times. ******* returned my call 1/6/2022 and said they never got check until 1/6 for 1 month. ********* kept my Dec. payment and had not notified GM of purchase until Jan. Schumacher also said they could not release the car (after paid for it) until I paid $321 for an inspection. Their form #****** states they donot do an inspection unless requested. I said NO. Oil had been changed and car only had **** miles on it. After my account was debited in Dec., I went to dealership 5 times trying to meet with the manager or finance Manager (*****************************). THe first time I waited over 2 hours with no other customers in the dealership. The dealership closed and a salesperson told me to go talk to the used care manager. Met with him several times and he said he was sorry but they would not return my payment. Called and made and appointment with the manager and finance manager. Got there salty, waited an hour and was then told they were busy. Last conversation was with used car guy who said they would be in touch (*************************). Because I live part of year in another state, I had to wait a year to take this up, but still no communications received from any of the many I met with. I was treated rudely on every interaction. I need to be returned my Dec. payment and the $321 inspection which was NOT required for insurance. I have copies of all of my checks, bank statement, forms from GM, etc. I would never deal with Schumacher again under ANY circumstances.

  

  Business Response

  Date: 05/01/2023

  Dear ****************
  Thank you for your inquiry, your lease for your 2019 Encore began 11 19 2018, for the duration of 39 months, maturity date 2 19 2022.  It is not the responsibility of the dealership to cancel or discontinue your reoccurring payments to your financial institute, this account is owned by you and therefore can only be altered by you.  Your payoff for the lease buy out was in effect until 1 9 2022, and was sent to GM financial in a timely manner.  The safety inspection noted on RO#****** will be refunded to you in full in the amount of $321.00. 
  Thank you for your inquiry.

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair 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.

  We were charged a $397 fee for a service not provided, which is the electronic registration fee. The dealership had us do our own registration out or state and wouldnt even provide a temporary tag. Yet still found it necessary to charge this fee. Yes, it was signed for but after signing, they decided it would be best to have us do our own registration since they were so busy. This whole transaction was sloppy as such. But, stealing from a 75 year old is unacceptable. I need a check ASAP for $397 as a proper refund. Thanks

  

  Business Response

  Date: 11/17/2022

  Hello ****,

  I have reviewed your complaint and will be more than happy to assist.  Unfortunately, you were not given a clear explanation of the Electronic Registration Filing Fee, and for that we apologize, this fee is a Dealer Registry Fee imposed by the **************** for $379.00, which the Dealership pays on every vehicle and in turn we pass onto our clients when they purchase a vehicle. 

  We will be more than happy to refund to you the sum of $379.00, which was charged on the Purchase Order of your 2019 Volvo.  We are currently taking the appropriate steps to prepare your refund and you will be receiving it within **** business days.  We sincerely are sorry for the lack of communication on our part and will work to correct this issue.

  Thank you

   

  Customer Answer

  Date: 11/18/2022

   
  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.  My son in law is also a dealer and has no such fees imposed by the state besides actual  title/registration/sales tax costs, which are all being handled by my home state, not the ***********. So, I think their info is slightly misleading.  However, I will accept the $379 check refund.  Thank you.
  
  Kindest regards,
  
  ***********************

• Initial Complaint

  Date:11/02/2022

  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 brought my car in to have the sensor and bumper replaced. My car was in the body shop for over three weeks until I went to check on it. No one called. I was charged ******* to fix my car and it wasn't completed I was asked by ***** to go over to Schumacher Northlake to get my bumper sensors programed they couldn't do it and my engine lights were on and more. ***** stated I need to get the battery charged at Schumacher. I brought the car to the Schumacher dealer for programing they tried to charge me extra then as they were programming it the starter and battery went out. Then they left my car at hobby lobby miles away from the dealership. Which made a month I have not had my car. Now I'm back here every week for them to fix the power again that the body shop gave me the car as... I was asked today to pay for a diagnostic test to see why my car doesn't have power after the service manager just yelled at me stating I don't even know why your here. After explaining to him why I am here he asked the service advisor what was the code code was given and the service manager ********** stated that has to do with not receiving power. Run the codes, but the service advisor just stated it wasn't the power related and I need to pay for the diagnostic after they have been fixing this same issue for the last six weeks. I had to get a jump this morning, so I'm sure it's the power. I was told it had nothing to do with the power or the sensors. First I am asked to pay for a starter, battery now a diagnostic test. When I have warranty on all of those parts and the car had power before they changes my sensors and bumper out last month. I have been a valued customer for over 15 years this is bad. Where is ***? This is taking a toll on my health. It wasn't anything wrong with the starter before and it was just replaced, it was misdiagnosed and reprogramed several time. The starter went out at the dealer while being worked on there during a test drive. I also just received a call from the

  

  Business Response

  Date: 11/04/2022

  *******,

  Please accept our apologies for the mechanical issues you have been experiencing with your 2014 Chevrolet Impala, with ******* miles.  As a goodwill gesture we replaced your starter as it failed during a test drive of your vehicle when checking the sensors. We also replaced your battery under warranty for your car not starting.

  The fees we charge are in line with industry standards.  We are sorry that you feel the diagnostic charge was not what you anticipated but we have qualified technicians working on your vehicle that are certified by Chevrolet.  Skill and craftsmanship as well as safety go into every diagnostic and repair.

  We are sorry that we can't meet your expectations to repair your vehicle, we will decline further repairs of your vehicles.

  Schumacher Auto Group.

   

• Initial Complaint

  Date:10/22/2022

  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 purchased a brand new vehicle from Schumacher Subaru in 2020 and my car now has ***** miles. This is a vehicle that is used only for pleasure as I work from home. I took the car on 10/10/2022 for regular oil change and tire rotation to the dealer. I paid $99.86 for the services. When the car was returned to me at the dealer in which I didn't notice but only afterwards there was burned isolation throughout the entire engine, wires were severed and it appears that they were caught on fire. The battery casing was also burned out and the isolation of the hood that protects the engine was all over the cables and engine. My husband noticed this after the fact that I was already out of the dealer. I didn't open the hood at the dealer because I thought they have done the job and thought it wasn't necessary. Nobody at the dealer told me that they damage my car even if it was by accident and they left me drive the car out of lot. 10 days after we noticed, I went to the dealer and they said it wasn't their fault and that it was a rat. I want full them to repair all the damage and made me whole for the damage that they caused.

  

  Business Response

  Date: 10/25/2022

  Dear *********************************,

  Your case has been reviewed by the Service Advisor **************** and a Certified Subaru technician.  The professional opinion of damage that your car has sustained is a result of rodent damage.  The insulation has not been burnt in any way. The wire and battery casing have been chewed by a rodent and the insulation has been pulled apart for the rodents to make their nest.  This is not an uncommon occurrence.  We will not be extending repairs as requested; however, we do recommend to our clients to reach out to their insurance to cover the damage.

  Thank you