Complaints

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

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  Pilson Dan Auto Center

  2000 Lake Land Blvd Mattoon, IL 61938

• 

  Pilson Dan Auto Center

  2212 Lakeland Blvd. Mattoon, IL 61938-5998

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:04/30/2025

  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 2022 Chrysler Town & Country about a month and there are issues with the second & third row seating, among other issues which was supposedly under warranty but later find out that it is not, it has been in the shop 4 times, and nothing has been repaired or an attempt. The business is telling me that it will cost $4000 to repair, which I feel is not fair considering we have only had the vehicle for a month and they were aware of these issues and it is under warranty.

  Business Response

  Date: 04/30/2025

  Thank you for reaching out. I apologize but It appears there is some confusion around the cost of the repairs needed for your vehicle.  Please connect with our team at ************ and we will get you taken care of.  Thanks again and we look forward to resolving your concern.  

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 family purchased a 2011 Equinox from Pilsons in **********, ** approximately 60 days ago. They were in dire need of a vehicle for medical appointments as they vehicle they had major mechanical issues. I sent them to see ******* ****** as a purchased a brand new Durango from him months before and he was an excellent salesman to us. He treated them right and they drove away on the way home they had issues called the dealer and they brought back the vehicle for repairs. They completed repairs and didn't even make it home and vehicle had major issues again. they have owned this 60 days and it has been sitting at pilsons for repairs for 52 days as they have been paying for something that should have never been offered for sale on a dealership like this, I've seen them send better vehicles to auctions stating they wont sell due to issues. When you buy a vehicle from an established dealership like Pilsons as they claim "do whatever it takes". It seems that hasn't been the case in this transaction. They have been speaking with the ** ***** ****** (waste of time), Sales Manager ****** ***** (bigger waste of time) and ******* ****** (he has been trying) blames it on the ** and ************ but offers no resolution. This vehicle has been totaled out and repaired but nothing was disclosed to them when they bought it. They keep saying they will make it right but keep putting them off. Meanwhile they are paying for a vehicle and have no way to medical appointments. They completely have taken advantage of good people who didn't need this headache of a situation in their lives.

• Initial Complaint

  Date:04/13/2024

  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.

  On 2/27/24 we purchased a 2022 ************* from this dealer. The salesman told us that Pilson's had installed a brake light flasher, that they do that to all of the used cars they get, the price is built into the sale price of the car, and that there is no extra charge for the flasher. Several weeks later when reviewing our paperwork we discovered that we were charged $349.00 for the Brake Plus brake light flasher, the $349.00 was added to the agreed to sale price of the car making the actual sale price $349.00 more than what we agreed to, and it is listed as a 'purchased accessory' which we did not request. This charge is shown on a 'final order' document that was not explained to us in detail by the dealer and this charge is not separately listed in the financing documents. We were told that there was no extra charge for this accessory. We would like this $349.00 charge refunded to us.

  Business Response

  Date: 05/28/2024

  In response to the Mr. ******* claim we will be sending him a refund check for the brake plus. I dont see engaging in a he said, she said. No one ever wins those exchanges. 

  
  We did upload the acknowledgement **************** initialed off on that discloses the In the deal cost for the module is $349. There was nothing deceptive done by the dealership. His initials are on the document along with multiple other documents he put his initials on that day. 

  
  I know that there are a lot of documents and discussions around dollars and cents when buying a car. Some of those documents and discussions can get confusing, repetitive, or quickly reviewed by us. If any of those things happened during this transaction I apologize. We are a small town dealership. Usually a simple phone call to the salesperson or a member of the management team is the quickest and easiest method to a timely resolution.  
  

  
  

• Initial Complaint

  Date:08/18/2023

  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 2022 I purchased the 2011 Chevy equinox they said I need to do timing chain but they were going to fix it before I had bought it apparently they didn't because we my grandson found himself on the side of the interstate with a blown motor then they had to put two additional motors in it because one of the motors they had purchased was wrong when I got my car back to see if it was ripped and the passenger side panel on the front passenger side was off exposing wires they're supposed to fix that you can tell where the seat had been ripped and the side panel wont stay on so wire are still exposed when I first got it I had to put a thousand dollars into it and pay for an AC compressor it also needs a catalytic converter I just had the wheel bearings for the brakes front brakes fixed the rotors the wheel bearings replaced and yesterday my car won't start so I called the person that sold it dave cox and he asked if I have been making my payments on time so that way I could get the car fixed and I'll be able to get a loan to get a new car so that way they can make more money off my devastation
  I did a car history report there's only been two previous owners the last owner only owned it for a year and they owned before that that bought a brand new only for 56,000 miles on it so I know that they're well aware of the car's condition before they sold it to me it also has four safety recalls and they also been told about the excessive oil consumption in about the car and I notifying you when your oil is low when I called **** *** he's told me that they had no loaner and that I would have to call Tow company they gave me the number for one and have it towed which cost me $65 and had no loaner even though I informed him I had to work in the morning he said let's just get it in and see what's wrong first because it's not their job that's at risk it's mine I called ***** ****** and I've yet to hear back from him

  Business Response

  Date: 09/06/2023

  ***  ********
  purchased a 2011 Chevrolet Equinox with 106,097 miles on June 3, 2022.  The vehicle was sold as is, with the
  dealership not providing any warranty of any kind, due to the fact the vehicle
  was 11 years old.  However, there was a
  service contract available from the financial institution used to secure the
  financing for Ms. Wilkinson, and she took advantage of the product and
  purchased it. A copy of the signed Illinois Dealer Association’s As-Is form is
  attached on file *********

  
  She indicates we charged her $1000 for the Air Conditioner
  and the timing chain (which she later indicates we did not fix).  As you can see on attached RO 192981, that is
  not true, we replaced both the Air Compressor and the Timing Chain and it was
  included in the price of the vehicle when she purchased it.

  
  The engine did go out of the vehicle, not once but
  twice.  And as you can see from the RO 694128
  and 697162, each engine was covered on under the warranty she purchased.

  
  It is unfortunate vehicles break.  When she brought in for the Catalytic
  converter, the vehicle had over 11,000 miles (117,856 vs. 106,097) than when
  she bought it.  There is no service department
  or independent shop who can look into a crystal ball and know what problems a
  vehicle will have.

  
  We would be willing to assist *** ********* in trading her
  vehicle.  We, however, are not going to
  be “put(ting) her a new car without any additional coset because they have
  already taken enough of my time and definitely enough of my money”….she has
  paid virtually nothing for any of the repairs, and the RO’s provided prove
  that.

  
  To submit this complaint one year and 3 months after
  purchasing an 11 year old used car is not right.  But, we are still willing to help, and find
  her a car that is newer, with less miles and better warranty.  

• Initial Complaint

  Date:02/17/2023

  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.

  I purchased a 2020 **** ********, 61,000. off of pilsons auto, ***** dealership, on Dec 31, 2022. On Monday Feb 6th, I reached out to the sales rep who sold me the vehicle, ****, about issues with the vehicle. I send him a message via email, called repeatedly, even tried the service department at the ***** dealership. **** called me back the same day an hour later after i quit trying, stating the service department would be reaching out to me. They never did. Desperate for someone to look at this family vehicle I called the pilsons **** dealership. They answered and took my car in the next day (feb 8), just to learn the vehicle has an internal issue with the transmission. They did not have a loaner for me to take so I continued to drive the car. They had scheduled for my vehicle to come back a week later to assess it with the warranty company (Feb 15). They gave me a loaner vehicle that is not a fit for my family. (6 person family in a **** ******). Now if a waiting game to see if I have to pay out of pocket for the repairs to the vehicle I just purchased.
  I have speaking with ******* **** via email, a sales rep at pilsons, he told me I should have someone higher up the chain reaching out to me over the vehicle. They never have attempted to contact me. My husband contacted another sales rep, ********, to see if she could help us but she stated her hands were tied. No one at this dealership wants to help right a wrong by selling us a lemon then turning their backs.

  Business Response

  Date: 03/10/2023

  I agree with you, looks like we dropped the ball when you were initially having concerns and I do apologize for that.  I will say I feel this is a bit of a one-off situation, it is not how we handle every customer. I'm not saying that's an acceptable excuse for the way you feel you were treated. It is very important to us that your issue get resolved and ultimately that you are happy. I do see that your vehicle is currently at our **** service location and that you also have a service contract that will help take care of any and potentially all out of pocket expenses. If you have any other questions or concerns please feel free to reach out to me.

  Customer Answer

  Date: 03/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I have not heard from the company.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:01/23/2023

  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.

  Last November 25, 2022 we purchased a **** ***** *** ****** We paid for the truck with two checks that totaled $77,758.24. When the truck was delivered, I noticed three dings in the truck that were not disclosed at the time of purchase. I let the transport driver know and he said to contact the dealership. I contacted the dealership and they wanted me to get an estimate. I was able to get an estimate, when they informed me I needed to take the truck to a paintless dent facility. I let them know the nearest facility is over 125 miles away, I would have to take a day off work and all they offered me $200.00 for the repairs. I emailed the estimate to the salesman and he said $200 was all he could get approved. They said they were faint and not noticeable, however I noticed them right away when the truck was delivered. They did not disclose the dings, and what they can pay for over there is different than the rural area I live in. We also paid full price for the NEW truck.

  Business Response

  Date: 02/15/2023

  Manager called back to respond to the complaint since complaint handler is not available.  Sent complaint to her email at ***********************

  Business Response

  Date: 04/13/2023

  I believe the issue is resolved. I sent a check to *** ********* for the full balance of the estimate for the repairs.