Complaints

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

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  Phillips Auto Group of Bradley, Inc.

  1400 Locke Dr Bourbonnais, IL 60914-9301

  
• 

  Phillips Auto Group of Bradley, Inc.

  9700 W Lincoln Hwy Frankfort, IL 60423

  

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:05/20/2025

  Type:Order 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 had my car towed to dealer on Jan 24 **************** ****** they called Feb 1 said it was ready. I picked it up Feb 1 they said they fixed it I paid ****** they said they changed mega fuse they assured me that was the problem.. I paid for a rental car for a week ****** and I paid 70 for a **** to get to rental place and another 70 to return car then I needed a **** to pick up the car ***** when I got the car home it drove for a few days and broke down in my driveway. then I had it towed again another ****** they had it for ten days I had to pay 70 for another **** I had to pay ****** for another rental car and then they called feb 28 and said it was fixed this time they replaced a module to the battery cable and I paid them ****** they assured me this was the problem. I got it home the next day the truck was completely dead broke down I called the dealership and talked to the assistant manager ***** a female and told her the situation and she told me NO we are not working on it again after she refused to take the truck back I had it towed again to Apple Chevrolet in *********** 240 for the tow I had to keep the rental for a additional week ****** Apple found the problem right away it had nothing to do with either part that Phillips replaced it was emissions system leak I paid ******* to ***** and I havent had any other issues with the truck I had to pay for two more ****s ****** I picked up the truck from ***** on April 9th 2025

  

  Business Response

  Date: 05/22/2025

  We would like to extend our sincere apologies to Ms. ****** for the concerns she has experienced with her 2010 ***** Colorado.
  
  On January 25, 2025, we received the vehicle at our service center under Repair Order #******. Ms. ****** reported that both the battery and alternator had recently been replaced elsewhere, but that a battery warning light was now appearing. Our initial diagnostic inspection identified corrosion at the 125-amp fuse. We advised that the fuse would need to be replaced and the system rechecked. The fuse was replaced, and following a retest, the vehicle passed inspection. Ms. ****** was informed that if the issue reoccurred, further diagnostic work might be necessary. The vehicle was picked up on February 1, 2025.
  
  On February 18, 2025, the vehicle was returned with a new concern: a dashboard message instructing to check the charging system. This was processed under Repair Order #******. During diagnostics, we identified a new fault code that had not been present during the previous visit. Following the manufacturer's diagnostic flow chart, we traced the issue to a failure in the generator battery control module. With Ms. ******* approval, the necessary repairs were completed. The vehicle was retested and passed inspection. As a courtesy, we applied a 10% discount to the total service cost. The invoice was paid, and the vehicle was released on February 28, 2025.
  
  On April 15, 2025, we were notified by ***************** that Ms. ****** had disputed the credit card charges related to the repairs. As of May 21, 2025, we have not received a final resolution to this dispute. During this period, we were provided with an invoice from Apple Chevrolet outlining repairs they had conducted on Ms. ******* vehicle. Upon review, it is evident that those repairs were related to the emissions system and are not connected to the electrical work completed by Phillips Chevrolet.
  
  We are confident that the services provided by Phillips Chevrolet were performed according to industry standards and addressed the specific issues presented during each visit. Given that the subsequent repairs made by another service provider are unrelated, we must respectfully decline the request for reimbursement.

  Please let us know if you require any additional documentation or clarification. Thank you.

  Customer Answer

  Date: 06/05/2025

  see attachment

  

  Business Response

  Date: 06/10/2025

  Dear Better Business Bureau Representative,

  Thank you for forwarding the complaint submitted by Mrs. ***** ****** regarding her vehicle service experience at Phillips Chevrolet. We appreciate the opportunity to provide clarification and a formal response.
  We regret that Mrs. ****** feels dissatisfied with the services provided and would like to address her concerns directly and respectfully.
  

  Service Overview and Technician Qualifications
  This vehicle was serviced by Phillips Chevrolet for the first time after being towed in, following a charging system repair that had been completed at another facility. Upon arrival, the vehicle was inspected by a ** and ASE-certified technician with extensive experience in electrical systems and diagnostics. We take pride in our staffs training and qualifications and are confident that the repairs were handled competently and according to industry standards.
  

  First Visit Repair Order #******
  The repair order clearly states that further diagnosis would be required if the problem reoccurs. The known and observable issue during the first visit was corrosion at the fuse connectiona logical first step in restoring power flow to the affected systems. Due to the age and mileage of the vehicle, predicting additional failures is neither reasonable nor technically feasible.
  Contrary to Mrs. ******* assertion, no one from Phillips Chevrolet assured her that this would be the only issue. It is against both company policy and good diagnostic practice to guarantee there will be no further failures on a used vehicle with existing electrical concerns.
  

  Second Visit
  At the second visit, Mrs. ****** reported a Check Charging System warning and a battery light illumination.Upon inspection, the technician found a failure in the generator control module, which was replaced. The vehicle was test-driven and passed all post-repair control module tests at that time.
  

  Subsequent Tow to Apple Chevrolet
  Mrs. ****** later had the vehicle towed to Apple Chevrolet. Based on the documentation she shared, the diagnosis at that facility noted a P0455 code indicating a faulty vent solenoida component of the vehicles emissions system. This failure is not electrically related and not connected to the work previously performed by Phillips Chevrolet. The scan results from Apple Chevrolet specifically state they were unable to duplicate any electrical or power-loss symptoms described in the earlier events.
  

  Closing Statement
  While we sympathize with the inconvenience Mrs. ****** experienced, we stand by the professionalism,accuracy, and appropriateness of the diagnostic steps and repairs our team conducted. At no point was she misled or given a guarantee that no additional faults would arise.

  We remain open to further dialogue with Mrs. ****** should she wish to discuss this matter directly. We are committed to ensuring clarity, fairness, and service excellence in every customer interaction.

• Initial Complaint

  Date:05/07/2024

  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.

  Purchased a 2019 Coachmen Class a motorhome for the sum of $132000.00 U.S on April 11/2024. Motorhome was one owner prior with ***** miles and Phillips but it through 132 point inspection and the motorhome had no issues. Apron having a Manitoba safety inspection 6 days later and 1000 miles driving it home, Motorhome failed safety inspection due to a Level 2 oil leak on the Turbo and had to be replaced. Also had a transmission cooler leak that also needed repaired. Cost for the repairs was $7910.84 which I paid. Contacted Philips RV to discuss this matter with ********************* (RV Manager) which would not even except my phone call. ******* also advertises 7 day money back Guarantee policy.

  

  Business Response

  Date: 05/09/2024

  ************************* informed the salesman about an inspection on the motorhome that he purchased. He purchased the unit on 4/11/24 and called the salesman on 4/18/24. *** inspection was done after he had driven the vehicle over 1000 miles. We have a 7 day, less than 300-mile return policy for used vehicles, but he drove the motorhome 1000 miles. *** customer signed a buyers guide stating the used motorhome had no warranty before taking delivery of the unit. *** customer talked with our RV Sales Manager on 4/18/24; where our manager asked him to send pictures and an estimate for the work to be done to discuss options. *** customer instead sent an invoice for the work already being done on 4/26/24 and didnt send pictures until 5/1/24.
  
  Distance between Dealership and Inspection Location
  Shop Location: *********************************************************************************************.
  Our Dealership Location: *******************************************; 1025 miles away from our dealership. 

   

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21681481
  
  I am rejecting this response because: The dates of this transacting are as follows. Purchased motorhome on April 11/2024,Drove it home and arrived April 14/2024. (1000 miles).

  Took it for a Manitoba Safety Inspection April 16/2024 and RCB trucking told me April 17/2024 that the motorhome FAILED Safety Inspection due to Level 2 oil Leak on the Turbo and needs to be replaced. I contacted ***********************(SALESMEN) on April 17/2024 and he advised that ************************* (RV Manager) would contact ASAP. Unfortunately ***** didn't contact until April 19/2024 and I called Phillips RV numerous times to discuss situation. ***** did finally contact me on April 19/2024 and told they would need Estimate and pictures in which I provided as the work was being done on the motorhome. ***** said he would have to discuss this matter with upper management (*********************).  I tried to contact ********************* directly in which he would not accept a call from me or return my call. Never was the 7 day return policy even mention to me or a distance of 300 miles. (I discovered the return policy on the advertisement of the motorhome in which i purchased( picture included original statement). When bringing the 7 day return policy to there attention April 30/204 and received no response from Phillips RV. I have numerous Text messages and phone call that proves dates and timeline in which this issue was not handled by Phillips RV in a professional matter as per there Better Business Bureau 2020 Torch Award.( Picture also provided in original statement).
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/10/2024

  Please see attachment. Thank you.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21681481
  
  I am rejecting this response because: This was a &132000.00 motorhome that had a failure in 1000 miles and 5 days after the sale, even if the the Turbo was not damaged prior and oil transmission cooler lines leaking before it left the dealership. I would think a reputable dealership would make good on a deal that wasn't even a week old. But I can see now why USED CAR DEALERSHIPS get the reputation of Bandits and I for one will be making others well aware of the Fly By Night Dealership of PHILIPS RV.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/26/2024

  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.

  On 7/31/23 the engine on my vehicle had a misfire on cylinder 6 and I took it to Phillips Chevrolet to be repaired. After the diagnosis it was determined that a new engine was required. Phillips then contacted ************** to order a new engine which was backordered, and I had to wait 3.5 months before they were able to repair the car. In the meantime, Phillips had given me a loaner for approximately 3 weeks which they then took away and told me I had to get a rental car because they did not have another loaner. The total cost of renting a car was $8,700 over the course of 3 months which was reimbursed in January by **************. My vehicle was fixed on November 24th 2023 and I paid $6970.60 for the repairs. ************** did give me a goodwill pricing for the engine and authorized Phillips to give discounted labor cost. We had the vehicle back for less than 3 months with a new engine when we took the vehicle to Deipholz Chevrolet in Charleston, ** on 2/16/24 to have the oil changed and look at other repairs that were needed. The technician at Deipholz removed the oil filter and found metal shavings in the oil and would need another new engine. Deipholz determined the metal shavings were due to the previous repair at Phillips because the technicians did not replace oil cooler lines as well as other parts that needed to be replaced due to previous engine failure. ************** is willing to cover the cost of the engine replacement this time, but I am out a vehicle again after spending $6970.60 the first time. I paid for a service from Phillips Chevrolet that ultimately, I did not receive since the motor had to be replaced again. When I reached out to Phillips, the Director of Operations did not understand how metal in the oil could possibly warrant an engine replacement and told me there was nothing they could do since ************** was covering the second repair but the issue is not with **************, it is with the services received from Phillips.

  

  Business Response

  Date: 02/28/2024

  We would like to extend our most sincere apologies for the recent issue with Mr.Hamiltons vehicle. ******************** brought his vehicle in for check engine light/miss fire concern on 7/31/23.  Upon diagnosis we deemed that cylinder at 6 was the root cause and replacing the engine was the best course of action. The engines powertrain warranty of the vehicle had expired at ****** miles. ** the time of write up his vehicle had ******* miles on meaning there would have to be an out of pocket expense to repair the vehicle. To assist in making the repair most cost effective we ran a policy calculator to get assistance from *************** The warranty parts and labor cost for the replacement engine was $11616.94 after requesting help from ************** we were able to get the repair down to an out of pocket expense of $6,970.60. ******************** was placed in one of our rental vehicles from July 31, 2023 until August 26, 2023 as we waited for the new engine to arrive.Unfortunately, as the weeks passed we were informed the engine had no further ETA other than a vague back order status from Chevrolet. We had the engine order case escalated within Chevrolet to the highest degree involving all necessary outlets. Regrettably we had to remove ******************** from the rental vehicle we were letting him use at no charge to him and no reimbursement from ************** which would normally have a charge of $45.00 per day for a total value of $1170.00 due to this back-order delay being caused by ************** and not Phillips Chevrolet. ** that time, we advised the customer to reach out to ************** corporate to assist in placing them in a rental car for further reimbursement.Once the engine arrived the vehicle was a top priority in the shop and was completed by November 24, 2023. We request the maximum assistance to from *************** The $6,970.60 that was paid to Phillips Chevrolet of Bradley was the policy adjustment of the claim that ************** did not cover.  The total repair claim submitted to ************** was $11616.94.  The portion ************** did not cover was the only amount that ******************** was asked to participate.  ******************** did contact Phillips Auto Group stating there was a failure noticed by another dealer February 16, 2024.  We offered to tow the vehicle back to our facility for inspection. He stated that the Chevrolet dealer in ********** is repairing the vehicle under warranty and he does not want us working on it.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21348929
  
  I am rejecting this response because:
  

  Regardless of the discount provided by GM, I paid the $6970.60 to Phillips to repair my vehicle and it was not repaired. Phillips continues to state the engine needing replaced due to the cylinder 6 failure. What they fail to acknowledge is that the failure in the cylinder was due to a piston breaking apart and missing which caused grooves into the cylinder wall which is clearly stated in the service record. Such damage caused metal shavings to be in the whole engine system as well as various parts that are required to be replaced when metal gets into the system. The service record stated engine needed replaced along with the required parts associated. Phillips only replaced engine and flushed the system but did not replace parts required. Which caused metal shavings to enter into the brand new motor. The technician then lied and stated it was just a cylinder compression failure but the service record states otherwise. I am still requesting a full refund for services not provided since my car was not repaired as it should have been. I am also requesting additional payment for 2 rotors I paid for that were not installed. Bringing the total to $7489.01 for all services paid for but not provided.

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

  

  Business Response

  Date: 03/04/2024

  The $6970.60 was not a discount but the balance due after the goodwill adjustment from *************** The piston failure as stated can and will cause a loss of compression. The repairs stated on the repair order are the repairs that were completed on the vehicle. The brake rotors were replaced as stated on repair order 963768.  The repairs completed on Mr. ********* vehicle do carry a ************** warranty.  ******************** was not charged for any repairs or component replacement that were not performed. Phillips Chevrolet of Bradley will not be issuing a refund.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21348929
  
  I am rejecting this response because:

  Clearly Phillips has misunderstood. T

  I am fully aware that the $6970.60 was the balance due to Phillips AFTER the discount FROM GM. Also as stated yes the piston failure will cause a loss of compression, what it will also cause is metal shavings in the engine system that, when not properly cleaned and parts not replaced, can damage or degrade a new motor. I paid for my vehicle to be fixed the proper way to not have this issue. I was driving the vehicle with the new engine for less than 3 months when it needed another new engine because Phillips did not perform the service correctly. Sevice statement stated "replace engine and all necessary parts". The necessary parts were not replaced causing the metal shavings to be left in the system to degrade the new motor. 

  As for the brake rotors, only 2 on the rear end were replaced after I was charged for 4. Deipholz Chevrolet confirmed the rotors on the front end were not replaced. If both rotors were replaced at the same time, they would have "close" to the same wear, but the front rotors were severely degraded. I am still seeking full refund for all services. 

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

• Initial Complaint

  Date:09/27/2022

  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.

  I purchased a car from the dealership in August of 2021. The engine blew and it is in the shop under manufacturers recall warranty. The dealership is supposed to supply a courtesy car until the repair is completed. This has been estimated between 6 weeks and 3 months. They do not have a car and want me to rent one at $350.00 a week that will be partially reimbursed when my car is ready (again - up to 3 months), if i can even get one because of a shortage? I need a car - its the responsibility of the dealership to provide one.

  

  Business Response

  Date: 09/27/2022

  Our Service Manager, *****************************, spoke to ***********************. This issue has been resolved. ************** will pick up loaner today. Thank you!

  Customer Answer

  Date: 09/27/2022

   
  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. Phillips went above and beyond to make sure I had a loaner car today. I am VERY appreciative!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/08/2022

  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.

  I took my car in to be repaired on 8/29/22. It was "completed" on 8/30/22. On 8/31/22, my service engine light came on AGAIN, less than 24 hours later. I brought it back in that day to see if it was drivable because I was going out of town the next day 9/1/22. They told me it was a DIFFERENT reason, the purge valve. i don't know why they didn't catch that the day before but they assured me it was drivable. My car stopped on me 3 TIMES while I was gone!!! ONCE while I was DRIVING, which is extremely DANGEROUS considering I was driving on the highway all weekend!!! My car actually drove worse AFTER they "fixed" it. I took my car to a different mechanic and they found that the purge valve was unplugged! Whether it was intentionally done or neglected to be put back together, the dealership at Phillips left it undone! I called to complain and tell them I'm reporting them simply due to how dangerous it could've been, and was told a supervisor would call me. The supervisor called me and told me she'd work on getting me my refund and she would speak to the person that serviced my car and would call me back the next day. It's been almost 48 hours with no refund and no call.

  

  Business Response

  Date: 09/09/2022

  Our Service Manager, *****************************, spoke to **************** and they agreed on refund amount. If you require any further information, please contact ********* at ***************** or **************************************************************** Thank you!

  Customer Answer

  Date: 09/09/2022

   
  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. I am awaiting my refund. Will only contact if it hasn't been issued within the week discussed. 
  
  Sincerely,
  
  *****************************