Complaints

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:08/28/2024

  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 April ******* I purchased a vehicle from Star Auto Works. From April ******* until May 20th, the coolant and check engine light kept coming on . I asked him if he could please get me out of this vehicle. The dealership kept the car for 43 days, they replaced the head gaskets. I picked the car up on July 3rd. July 22nd the coolant light came on again. August 20th, I took the car to get an inspection due to a noise coming from the front driver side of the car. In result of the inspection. They have found $6000 worth of repairs needed on the car, that is not covered under warranty. I called the dealership and emailed him the repairs that is needed on the vehicle . He stated all he could do was cut me a check for $2500 that is not fair to me, I have been having issues out of this car since I financed the vehicle.

  

  Business Response

  Date: 09/20/2024

  The car had an issue that we resolved, and we also waived all repair deductibles to ensure your satisfaction. At the time of delivery, the car was in good working order. The inspection report from **** included suggestions for cosmetic and maintenance items, but Star Auto Works did not promise any free maintenance covering fluids or cosmetics. Therefore, it is the customer's responsibility to maintain these aspects of the vehicle. Based on the documents you provided, we are offering a final customer satisfaction payment of $400.
  
  

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22210381
  
  I am rejecting this response because: The statement is not  true. The vehicle has been giving me problems since the date of purchase. He did promise a $2500 check, I have witness that heard him state that he  cut me a check and we go our separate ways and that I would sign a customer  satisfaction. I will be reporting this car lot  to the consumer affair office of Illinois  and the channel 7 ITeam. I purchased a warranty on the vehicle that has a no deductible. So there was no fees to be waived!  they are stating that it cosmetic and maintenance totaling $6000 worth of work, when clearly these issues were already wrong with vehicle !The car fax report shows it all. Please beware of this car lot ! 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/28/2024

  We addressed the issue and waived all fees, including inspection and deductible. A complimentary loaner vehicle was provided for the customers convenience. However, the loaner was returned missing the front plate, and the front bumper now requires replacement due to damaged mounting holes. Additionally, we found evidence that the vehicle was smoked in, but we did not charge for any damages.
  When Mrs. ****** called, we offered a payment of $2,500, which she declined in favor of pursuing a different path. As a result, that offer is no longer valid based on the following estimate details:
  The fluid used is Audi-approved and sourced from a reputable supplier.
  The cost to replace the lower spring mounts (no warranty beyond powertrain) is approximately $450 for parts and labor.
  The wheel damage, which causes shaking/vibration, was not present at the time of delivery and is typically caused by potholes or road imperfections; therefore, it is not covered by OEM or other warranties.
  An alignment is needed due to the wheel damage mentioned above.
  A transmission service is due after ******* miles, as stated in the ******** repair manual used by all manufacturer dealerships.
  The vehicle was sold on April 20th with a 15-day or 500-mile powertrain warranty. At the time of ****'s inspection, 120 days had passed and additional ***** miles on the odometer.
  To reach a resolution, we are willing to offer a final payment of $1,000, contingent upon a settlement agreement.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22210381
  
  I am rejecting this response because:
  
  
    I am writing to formally express my dissatisfaction with the customer service I received from ********************** and the issues I have encountered with the 2019 **** Q7 that I purchased on April 20, 2024. Shortly after purchasing the vehicle, I experienced multiple problems. On April 23, the coolant light came on, followed by the check engine light on April 25. The coolant light reappeared on May 7 and again on May 14. I brought the car in for service on May 20 and picked it up on July 3, only to have the coolant light come on again on July 22. Additionally, on August 21, I noticed a bumping sound in the tires. Concerned about these ongoing issues, I decided to take the vehicle to **** ******** for a comprehensive customer summary report. I was informed that over $6,000 in repair work was needed, including a bad ball joint, wheel bearings both, 12 quarts of transmission fluid, rear lower spring mounts, driver assist package issues, and problems with the *** cooling system due to incorrect coolant being used prior to my purchase. Throughout this ordeal, I was provided with three loaner cars, all over 20 years old, which presented similar issues, including no air conditioning, bad breaks, and no power steering. I have been without a reliable vehicle for over 43 days. According to the finance agreement, I was entitled to return the vehicle within 10 days if any issues arose, in addition to the warranty coverage. I attempted to allow the dealership to rectify the problems, as agreed, but they remain unresolved. In light of these circumstances, I am exercising my rights under consumer protection laws and formally requesting the return of my down payment of $3,000. I am willing to return the **** Q7 to the dealership without penalty immediately. I expect a prompt response to this complaint and a resolution to this matter. 
  

• Initial Complaint

  Date:04/11/2024

  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.

  We purchased a 2016 Range Rover having ****** miles on 10/12/2023 with only a dealer 15-day/500-mile warranty for $25,142.97. On 10/13/2023 the windshield was discovered to lead so the vehicle sat these 15 days in the garage. On 11/18/2023 the vehicle with only ****** miles on it was found to need a new turbo that cost $7,873.88; we received the vehicle back on 12/6/2023. The mechanic shared the vehicle was not well maintained and in rough shape; he included photos of some of the neglected items. On12/29/2024 the vehicle broke down again with ****** miles, needed to be towed and this time it was the engine; a piece broke loose and created a hole through the engine. The turbo remained intact and it was explained that the engine issue was unrelated to the replaced turbo. On 3/14/2024 we received the vehicle back after paying $8,016.10 for these new repairs. When we decided to purchase the vehicle with Star Auto, we did our homework by reading online reviews, checking the BBB Accreditation website for Star Auto, and looking at the website. Based on the information we found, we felt that we made the right decision to move forward with purchasing the vehicle from Star Auto. However, we are struggling to believe that for Star Auto to be in business for over 30 years and claim to have "high quality cars that are inspected and serviced," that this vehicle was accurately inspected prior to selling it to us as there are numerous issues with the vehicle and the condition of the vehicle. We did attempt to resolve these concerns with the dealership and they offered $1,500 payment for customer satisfaction which is a fraction of the over costs of repairs we have spent on this vehicle.

  

  Business Response

  Date: 04/20/2024

  The used vehicle at issue was purchased on October 12, 2023.

  As set forth in the Bill of Sale:
  If the vehicle you purchased is a used vehicle, unless the Seller
  makes a written warranty, or enters into a service contract within 90
  days from the date of this contract, the Seller makes no express
  warranties on the vehicle, and there will be no implied warranties of
  fitness for a particular purpose. The vehicle is subject to an implied
  warranty of merchantability, but only to the extent required by
  Illinois law. The implied warranty of merchantability expires at
  midnight of the 15th calendar day after delivery of the vehicle or
  until the vehicle is driven 500 miles after delivery, whichever is
  earlier.
  
  There was no dealer warranty in effect, and Mr. ******** complaint acknowledges that he declined
  to purchase a warranty. ****************** also elected not to purchase the vehicle service contract. See
  Waiver of *************** Contract, attached as Exhibit 2.
  Star did agree to install two front tires as memorialized on the We Owe document attached as
  Exhibit 3 with the understanding that it is for only thirty (30) days from the date of issuance.
  You must make an advance appointment with the service department before the work listed
  below can be performed. For an appointment call the ******************* Phone (630) 791-
  7111 (emphasis in original). ANY WORK THAT IS PROMISED AT DELIVERY MUST BE
  COMPLETED WITHIN 30 DAYS OF THE SELL DATE. Id.
  When ****************** notified Star of an air leak in the windshield, **** agreed to accommodate Mr.
  ******* and fix his windshield along with the two front tires. Star does not repair windshields in-
  house. **** arranged for the third-party contractor to be at Star on the day of Mr. ******** service
  appointment. However, ****************** did not show up for his appointment as scheduled. A second
  appointment was set, and ****************** did not show up for that appointment either. Each time Mr.
  ******* did not show up for his scheduled appointment, **** still had to pay the third-party
  windshield contractor. To date, **** has not charged ****************** for this expense.
  ****************** subsequently arrived at the ****************** without an appointment. Stars Service
  Department was able to accommodate the installation of the two new front tires. However, Star
  was not able to repair his windshield because the third-party windshield contractor was not present.
  From his complaint, ****************** caused work to be done on the engine and turbo in November of
  2023 by Motor Techs of ************
  After approximately two months, in December of 2023, ****************** informed Star that there was
  an issue with the engine. Star offered to inspect the vehicle, but ****************** declined saying that
  he did not trust us. Nevertheless, any implied warranties imposed upon Star by the Illinois
  Consumer Fraud Statute expired prior to the report of engine issues by ******************.
  Notwithstanding the foregoing, and in the spirit of cooperation and working with our customers,
  Star offered a $1,500 customer satisfaction payment or payment of $1,500 towards a 48,000-mile
  warranty (that costs $3,200) that does NOT cover preexisting repairs. Star remains willing to
  extend these offers in exchange for the execution of the Release attached as
  Based on the foregoing, we trust that this information will allow you to conclude your inquiry as
  to Star Auto Works, Inc.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21561920
  
  I am rejecting this response because Star Auto Works has marketed its reputation as having "high quality" vehicles and the purchased vehicle is exactly the opposite.  After putting less that ***** miles on the vehicle there were over $16,000 repairs necessary.  Star Auto Works offered $1,500 as a result of the complaint which is a fraction of the overall cost of repairs and less than 10%.  No less than 50% of the cost of repairs will be considered.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/01/2024

  At the time of sale, an extended service contract was offered to the customer, our finance manager remembers urging the customer to consider it expressing the importance of having a warranty on a used vehicle, the customer called his partner and stated "I couldnt purchase the service contract because I would did not let him purchase a service contract when he bought his last car".

  The vehicle did not have a $16000 issue when it left our dealership, the issue accrued after a mechanic shop had worked on the vehicle,it is our understanding and believe that the issue was caused by the work that was done at that shop, furthermore, the customer booked an appointment at our service department numerus times and did not show nor did he cancel the appointment, we offered to help but he stated that he doesnt trust us to work on his car and he wanted to take it to his trusted mechanic, The $1500 was merely offered as a customer satisfaction to resolve the issue.

  At this time we are unable to issue an extended service contract but we can offer a one time payment of $2000 to resolve the issue, if the offer is not accepted by Wednesday 05/15/2024, the said offer will be withdrawn. 

  Customer Answer

  Date: 05/02/2024

   
  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,
  
  ***************************

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21561920
  
  I am rejecting this response because:

  
  The above complaint was "resolved" on May 2, 2024.  The business Auto Star Works, *** agreed to a one time payment of $2000 to resolve the issue, if the offer is not accepted by Wednesday 05/15/2024, the said offer will be withdrawn.  The terms were agreed to on May, 2 2024. It has been 30 days and we have not received any such payment.  Additionally, we would prefer NOT to reach out to Auto Star Works, *** directly given the dissatisfaction over the purchase.  Can the BBB please contact the business to get an update on the payment?
  
  Our address is ************************************
  Please let me know if you have any questions.  Thank you!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/08/2024

  I was under the impression that you will reach out regarding the  agreement , however I'll reach out Monday to arrange a time for you to come in to sign the agreement it and collect the payment  

  Thank You 

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21561920
  
  I am rejecting this response because:  There was never an agreement we as the patrons were willing or agreed to sign.  The agreed upon amount of $2,000 can be mailed to our home address.  I would prefer not to be contacted directly by the business.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/12/2024

  My respond to the recent message sent from the customer is:

  
  

  Yes there was a mention of the agreement in the very first respond on 04/20/2024 and it states the following:

  
  

  "Star offered a $1,500 customer satisfaction payment or payment of $1,500 towards a 48,000-mile warranty (that costs $3,200) that does NOT cover preexisting repairs. Star remains willing to extend these offers in exchange for the execution of the Release attached as Based on the foregoing"

  The amount was changed to $2,000.00 but we never discuss removing the agreement/Release.

  The customer had requested not to be contacted by the business therefore, he can contact us and we'll be happy to prepare the payment and the release for his signature. 

  Sincerely 

  
  

  *********************

  Star Auto Works Inc

  1644 ***** Ave 

  Downers Grove IL60515

  Ph   ************

  Dir   ************

  Fax  ************

  *********************************

  www.starautoworks.com    

• Initial Complaint

  Date:07/05/2023

  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.

  On 5/20/2023 i purchased a 2018 **** mustang from them, i drove it home. on 5/22/2023 i and my brother went to look at the brake pads and the wheel bearings because we thought they was grinding. We spotted a crake in the engine block and transmission casing. I called my local **** dealer and was able to bring it into them and the looked at it on May 24, 2023. they confirmed the engine and transmission was cracked and needed to be replaced. I contacted the dealer and spoke with *******************. He stated that the vehicle is sold as is. I said but by ******** Law 815/ILCS 505/2L the vehicle is supposed to have a working power train component. Which this vesicle does not have. I traded in my other mustang for $15,300 and got a loan for the remainder balance of $21,318.97 through ****************** out of ********** **********. Now at this time on 5/24 thru 5/25 we are trying to resolve this issue with the dealer and they are only offering me $4,000 for the repairs, which the repairs come to $14,595.41 to start (per **** Dealer in ******** ********) So on 5/25/.2023 I called West lake Finical and aske them what i can do and the said I should talk o the fraud department and dealer compliance department. Now here it is on July 5, 2023 and i Still have no answers. Every time i them there is no update. Star Auto works still isn't willing to fix my car. We spoke to them multiply times and i even agr3eed the pay half of the $14,595 for the vehicle to be fixed but they are willing to do $4,000. And no I have no idea what to do, I don't have the money to fix this vehicle and my payments started on 7/1/2-023, but per West lake the took my auto payment off and was telling me that it should be rectified before my due date (which it has not been). I have given Star Auto works every chance to make this right.

  

  Business Response

  Date: 07/12/2023

  We have gone above and beyond offering the customer more than what is fair.
  Due to an aftermarket modification such as Wheels, lift pump suspension, exhaust, intake, engine tuning, Body kit modification, gear modification and much more, the car was sold as is no warranty or guaranty stated or implied,the state law excludes modified/kit vehicles (Section K no 2) from the state mandated warranty (copy of signed buyers guide provided).
  Also, the state law excludes warranty on any defect disclosed by a dealer and accepted and signed by a customer (section J no 3), (Copy of statement is included).
  Customer signed a we owe that states nothing promised,nothing due, nothing implied, AS IS
  Customer was offered an extended service contract waiver stating that he will be responsible for the full cost of repairs not covered by any applicable warranty (attached).
  Customers mother contacted the dealership and stated that the vehicle will cost $5,000 Five thousand dollars to repair the engine and transmission at her other sons shop (the customers brother).
  We offered a customer goodwill payment of $4000.00 four thousand dollars as a way of customer satisfaction, the mother consulted with the son who is the customer and agreed to the amount.
  The customer was supposing to come in to the dealership to sign a settlement and pickup a check that was ready on Saturday May 27th 2023, the customer never showed nor did he answer our call on the said date.
  We just pulled our phone record of all incoming calls; we were not able to find any incoming calls from the costumer or his mother since Friday May 26th 2023.
  At this point, we will extend the offer of the amount agreed upon as a goodwill (not admitting any fault) of $4,000.00 four thousand dollars until the end of business day Saturday July 22nd 2023, after that the offer expires and no other offers will be made by our dealership.