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:02/06/2024

  Type:Sales and Advertising 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.

  When purchasing a vehicle I was directed by the salesman to look at the company website for the features on the vehicle. In doing so I went over the features and I made my decision to move forward. I did view the vehicle twice in the evening both times the sales rep said he was gonna pull it inside but that did not happen. The evening I brought the vehicle home I went to put my hitch cover on and realized there was no hitch or tow package both advertised as features on the vehicle through the Libertyautocity.com website. Immediately I reached out to the sales rep sending him 2 screenshots of the vehicle Including Vin number and its features listed on their webpage. He asked me if I would like them to do about it? And if I would like to return the vehicle if they were not gonna furnish a tow package and hitch as advertised. My reply was yes I would return it, He knew I had gone over the features using their website because I had discovered there was no auto start listed but was willing to move forward with the purchase after giving it some thought. However, I would not have purchased a vehicle for the price I paid without both Auto start and tow package. I was instructed by the sales rep not to bring the car back until Monday that he needed to talk to his manager. When I did bring the car back (with less than 50 miles driven) the manager would not give me my trade-in vehicle back and refused to squash the deal even though my trade in vehicle was still on the property. They told me their website was a third-party and they did not have to honor any mistakes. At one point it was said to me how often do you tow anyway, Seemed irrelevant to me but at the time I felt it was because I was a female and I said so.They offered to add tow package for $1118.00. That did not seem like a fair solution and I was not in the position to put out any more money.There was several more issues, I definitely would not purchase a vehicle from here again. 1) Underneath the mat in the cargo area I found a open razor blade. 2) ******* tank was on empty literally 46 miles till empty when I took possession at 9 oclock in the evening as the dealership was closing.3) I purchased back my rims and tires for $500 from my previous jeep the only thing the dealership did was swap them out. Prior to agreeing to this they told me the tires and rims would fit the new vehicle however they did not. My tires were rubbing on the bumper which I had to take to another business to have fixed. Their solution was to cut out my bumper charging me $150 or a lift kit at approximately $1000. I left the dealership and took the vehicle to a reputable tire place and they help me with my problem. only charging me $50.4) I was also led to believe there was a possibility of the tire sensors would reset themselves or I could have them reset. This was direct verbiage from the sales rep however sensors for a 2012 which is what my trade-in was in the 2020 are not compatible period. This costing me another $350 out of pocket.I would just like a refund in the full amount it will cost me to go to a different dealership and have the tow package and hitch added. $1400 I have have already dealt with the other issues concerning the tires due to safety.I have uploaded the information from the webpage here as well as a conversation screenshots with the sales rep. ** you can see he directed me to the webpage to do the online application knowing this was where I got my information from.

  

  Business Response

  Date: 02/22/2024

  To whom it *** concern,
  

  We are sorry to hear ************** is not satisfied with her experience at Liberty Auto City. However, we would like to present our recollection of the events. As per our sales manager and the sales consultant, ************** has initially been contacted by the sales consultant, whom she's known personally, that he has found a Wrangler that *** interest her: "I think I have the perfect Wrangler for you. 2020 Wrangler Unlimited Sport S with technology group, sun and sound package, 8.4 navigation radio, *** **************** top, automatic transmission and the granite ******* wheels." He also told her that the car is Sting Gray in color, has 57k miles, and that his friend owned it (to which she responded by asking if it's an outright sale or through the dealership, and she was told through the dealership so she can get the inspection as well). The sales consultant also told her that the price range is 31K. The customer said that it's a perfect price range and she's excited to see it.
  When the customer came in, we had 2 used Wranglers in same color in stock: the first was the one the sales consultant told the customer about initially, with the *************** Top, and the second one with a tow package. The customer wanted the one with a touch top and she didn't bring up the top package till after the purchase. Furthermore: customer did see the Jeep inside the service drive; we were not able to fill up the car with gas at the time of purchase because it was very late, but we did fill it up for her a few days later; in person and over the phone, the customer was told that we will swap her wheels and tires, as per her request, but the **** Sensors and any other issues would be hers to deal with. Also, after the customer brought up the tow package after the purchase, the sales manager asked her what she was towing so he could price out a correct hitch and correct wiring harness. The Wrangler can have a Class 2 or a Class 3 Hitch and 4 pin or 7 pin wiring. He simply wanted to give her our cost on the correct parts, which we offered to her. 
  Customer confused the Jeeps. She had ample time to view and drive outside and inside the service drive. She knew the Wrangler didn't have a hitch and she never once brought up the remote start. The customer also knew that any issues associated with the wheel and tire swap will not be responsibility of Liberty Auto City. 
  

  Respectfully, 
  

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

  Customer Relations Manager

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

• Initial Complaint

  Date:01/13/2024

  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.

  6 months ago they started emailing me, but they had never been there or anything after 4 months of emails I called and asked for the manager of the ********* might have been ************ left a message on his VM that didn't say for this only I want to file a complaint. Guessing he has been scared to return calls and would rather have a complaint. Since then Im getting emails every day or every other day starting SOMETHING NEW SALES EVENT Yahoo Inbox Liberty Chrysler Dodge Jeep Ram From:***************************** To:*************************** Sat, Jan 13 at 7:45 AM {Trouble Viewing This Email? Click Here}Also, do all the time below they disregard calls and unsubscribe Liberty Chrysler Dodge Jeep Ram | *************************************, Libertyville, ** ***** Unsubscribe *************************** Update Profile | ********************* Notice Sent by ***************************** powered by

  

  Business Response

  Date: 01/15/2024

  On December 19th, 2023, at 10:51am, Liberty Auto City has received a lead from a customer, ***********************, with contact information listed as follows: email - ***************************** and phone - "************". After receiving the lead, our business development center attempted to respond to the lead by contacting the customer by phone and email provided to us.

  After receiving customer's complaint this morning, we have reached out to **************** to address his concerns and his information is being removed from future advertising, calls, and emails. Unfortunately, we were not given an opportunity to explain why he has been receiving emails and calls from us but we would still like to apologize for any inconvenience this situation might have caused. 

  Respectfully, 

   

  *********************** I Customer Relations Manager I **********************

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21141439
  
  I am rejecting this response because: They refuse to stop they say I'm someone else.GM is scared to call.

  Girl from there that called me only wanted to insist on saying I'm wrong and I signed up. 

  Even if anyone did, they have the right at any time to say NO means NO

  I'm sure there is FCC RULES for harassment.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/18/2024

  As stated in our response previously, the customer's email and phone number has been removed from our database. The process has been initiated shortly after receiving customer's complaint on Monday. Respectfully, *********************** I Customer Relations Manager I **********************

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21141439
  
  I am rejecting this response because:

  As you can clearly see they are just saying what sounds good however the proof is the proof

  I also have one from yesterday. Two on Tuesday one on Monday as you can also see my name is ******, they were saying another name. Also talked to one guy at dealer basically refused to let me talk to a manager after 4 minutes gave up then some other guy called *****. He didn't say anything crazy he wanted to complain do you answer your phone like that. He wanted to argue Claimed he was the manager of entire dealership and no one above him. My guess maybe manger over sales not dealership and when you ask no one above him that is 100% lie. as you see he lied about his position right off their website.They are car salesman
  ***********************
  General Manager
  ***********************************
  
  
  ***********************
  Domestic General Sales ***************************************************************************************************************************************************************************************************************************************************************************** Director
  *********************************
  
  
  ***********************
  Fixed Operations Director
  ***********************************
  
  
  ***********************
  Customer Relations Manager
  **********************************************************
  
  
  *************************
  Sales & Service BDC Director
  *****************************
  
  
  *********************
  Fleet Director
  *******************************
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/22/2023

  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 June 15, 2023, I took my 2018 Subaru Forester in for an oil change. In addition, I reported a slight smell of burning rubber and asked them to check to see when there that meant a problem. I was told that there was bad news: a repair was needed that would cost $5,000. I was astonished. I was told there was an oil leak falling onto the manifold causing the burning smell. It was an oil leak from the upper oil pan and front cover gaskets. They recommended resealing. I asked what could have caused this. They said its just due to the extremes of heat and cold that we suffer through in the ******* area. I asked how it could possibly cost that much. I was told that, to get to the leak, the whole engine would have to be removed and it would take 20 (!) hours of labor. I commented that that sounded like poor design on Subarus part. I was taken to my car on the lift where they attempted to show me the leak but I could see nothing. I was pushed to go ahead with the repair but I said I had to think. I was assured that the car was okay to drive but I would need to keep an eye in the oil level. On June 22, 2023, I took my car to a second shop and asked them to look for an oil leak. They could find none. I then showed them what Liberty had stated and had proposed to charge, and they seemed astounded. My complaint is that Liberty Subaru knowingly recommended a repair that was not needed, and quoted an exorbitantly high price for it.

  

  Business Response

  Date: 07/01/2023

  Customer satisfaction is very important to us and we take customer's complaint very seriously. After reviewing all the documentation from the visit on June 15th, the service manager, together with the customer relations manager, called and talked to ******************. The service manager explained to her that the technician discovered that there was an oil leak from the front cover in addition to the upper oil pan. The repair requires removal of the entire engine from the engine compartment and the replacement of the gaskets, o-rings, and related seals, including the cleaning of the entire block. We understand that ****************** wanted to get a second opinion. We invited ****************** to come to our service department and have the service manager and the senior service technician go over the leak discovery and the repair requirements to address the issues with her, hands on. 

  Respectfully, 

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

  Liberty Subaru

  Cell. ************

  Email. ******************************

• Initial Complaint

  Date:06/16/2023

  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.

  On February 28, 2023, we brought our Subaru Ascent to the Subaru dealer in Libertyville, IL to repair one of its sideview mirrors. We were charged for the part and we were charged $90 for labor even though it was never brought to the back of the shop to be fixed. Someone came out front and pooped a new cover on, which took all of 10 seconds. The repair didnt even fully fix the problem and after several requests we learned that more work would need to be done to fully fix the mirror, however, were never presented or explained the options we had, so if we decided we did want to fully fix the mirror, we then would be paying for 2 separate repairs. In addition, $90 for 10 seconds of work seemed way to high, so we called the dealer to ask about this and get clarity on how they charge for their labor. It took nine phone calls for us to finally talk to the manager. At one point we even called a general Subaru line and they provided us a phone number to call, which ended up being the same dealership phone number. After a couple of months, we finally talked to the Subaru service manager, ***************************** and explained that this is the ninth time weve called and the first time weve spoken to someone. He agreed that that was unacceptable and explained that if our car was not taken the back of the shop, we should not have been charged for the labor. So he said he was going to issue us a refund check for the service change and that we should receive it in a couple of weeks. Its been well over two months and we have received no check. We have tried to call and email the dealer numerous times again and have received no response. **** spent a ridiculous amount of time to get reimbursed $90 of work that should never have been charged in the first place. Were requesting an immediate refund in at least this amount, as well as some other form of compensation for the terrible service and misuse of our time.

  

  Business Response

  Date: 06/16/2023

  We have contacted the customer and addressed his concern. The refund has been issued and we apologized for any inconvenience this experience may have caused. Customer satisfaction is very important to us and, given the opportunity, we will make sure that customers experience is completely satisfactory. 

  *********************** I Customer Relations Manager I ********************************************* I ************ I email. ******************************