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:07/02/2025

  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.

  On April 16, 2025, I purchased a 2017 *** X5 (VIN: *****************) from Dart Motors in *******, **. The vehicle came with a limited 3-month / 3,000-mile powertrain warranty. Shortly after purchase, the car began exhibiting serious issues: bluish-gray smoke during cold starts and a knocking noise from the engine bayclear signs of oil consumption, turbocharger failure, or internal engine damage.These problems relate to components explicitly listed in the warranty: the engine and the factory-installed turbocharger. I returned to Dart Motors on June 7, 2025. Instead of a full diagnosis, they only replaced the valve cover gasket, costing me $975.31, which did not resolve the issue.On June 11, I sent a certified letter demanding proper mechanical inspection and repairs under warranty, citing the Illinois Consumer Fraud and Deceptive Business Practices Act. I received no meaningful response.I also have video evidence showing smoke from the exhaust during cold start. Dart Motors refused to investigate or repair the issue despite their warranty obligation.I believe Dart Motors misrepresented the vehicles condition and failed to honor their warranty in good faith. I request one of the following resolutions:Full repair of the engine and turbocharger at no cost,A refund for repairs and additional compensation,Vehicle return with waived or reduced restocking fee.I have video evidence clearly showing bluish smoke from the exhaust during cold start, which confirms the ongoing engine or turbocharger *********** link: **********************************************************

  

  Business Response

  Date: 07/07/2025

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

  Thank you for reaching out regarding your recent concerns with the 2017 *** X5 you purchased from Dart Motors on April 16, 2025.
  We want to clarify that we did inspect the vehicle in response to your complaint. During our inspection, no bluish-gray smoke was observed from the exhaust.

  However, we did find that the valve cover gasket was leaking, which could potentially cause some engine-related symptoms.

  This issue was addressed promptly and at no cost to you. Our records show that you were not charged for this repair.
  We have reviewed the video you submitted, and we understand your concern about the visible smoke.

  While the vehicle was not producing this smoke at the time of inspection, we are committed to standing behind our warranty.

  If the issue is ongoing, we welcome you to bring the vehicle back in so we can perform another inspection under the terms of your powertrain warranty.

  To reiterate:
  The vehicle was inspected and found to be in proper working condition at that time.
  The valve cover repair was completed free of charge.
  We have no record of you paying $975.31 for this service.
  Your vehicle is still under the 3-month/3,000-mile warranty, and were happy to inspect it again.
  Please contact us at your earliest convenience to schedule a follow-up inspection. We value your business and are committed to resolving this matter in good faith.
  

  Sincerely,

  ****** *****

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23550587
  
  I am rejecting this response because:
  I respectfully reject the response from Dart Motors. The issues I originally reported including engine knocking and bluish-gray smoke from the exhaust still persist. I have already provided video evidence that clearly shows visible smoke. These symptoms were present on a daily basis and have not been resolved.
  
  Although the dealership claims to have replaced the valve cover gasket at no cost, they have not addressed the root cause of the smoke or the engine noise. I was not provided with any written diagnostic report to document what exactly was inspected or tested.
  
  I also have reason to believe that during the vehicle's stay at the dealership, oil additives or treatments may have been used to temporarily suppress the symptoms. While the smoke no longer appears every single morning, it returns intermittently especially after the vehicle sits unused for 23 days. This behavior strongly suggests that the underlying mechanical problem still exists and has been masked rather than fixed.
  
  Regarding the $975.31 mentioned by the dealership I want to clarify that **I never paid this amount**. This figure was simply **quoted by the dealership** as the estimated cost of the valve cover gasket repair, had it not been covered under warranty. I included it in communication only to reference what they said, not to claim that I paid it.
  
  To move forward fairly, I propose that the vehicle be taken to an independent third-party certified repair facility, which both sides can mutually agree on. I am also willing to suggest a reputable shop. The key is that the inspection must be conducted by a neutral party, not affiliated with Dart Motors.
  
  If the inspection confirms that the issue falls under warranty, I believe the dealership should cover the full cost of the inspection and necessary repairs. Otherwise, I am open to discussing a fair cost arrangement based on the results.
  
  I am acting in good faith and am seeking a fair, transparent resolution to this matter.
  
  Video link for reference: **********************************************************  
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 07/09/2025

  We appreciate the opportunity to respond to the customers concerns and remain committed to transparency and fairness.
  

  The customer purchased a 2017 *** X5 from ********************** on April 16, 2025, with a limited 3-month/3,000-mile powertrain warranty provided directly by Dart Motors. This warranty covers internally lubricated components of the engine and factory-installed turbocharger, subject to a $2,500 limit of liability and a $250 deductible. Per the warranty agreement, all repairs and diagnostics must be performed at Dart Motors third-party or outside repairs are not authorized or reimbursable under this policy.
  

  According to the customer's own timeline, the vehicle began displaying symptoms shortly after purchase. However, it was driven for over six weeks before the customer contacted us on June 7, 2025. Delayed reporting of mechanical symptoms can limit the ability to diagnose issues effectively and may contribute to further wear or damage.
  During the customer's visit, our technicians inspected the vehicle and identified a valve cover gasket leak. This repair was completed at no cost to the customer, though the estimated cost was $975.31. At the time of inspection, we did not observe any smoke, knocking, or other symptoms described. No further issues were found, and no additional visit or appointment was requested following the repair.
  

  We have reviewed the customers recent request to have the vehicle inspected by a third-party facility. Unfortunately, as stated in the warranty, we cannot authorize outside inspections or repairs, nor can we assume responsibility for any costs incurred by unaffiliated shops. We remain fully willing to reinspect the vehicle at our facility. If a covered issue is confirmed under warranty terms, we will proceed with repairs within the outlined coverage and limits.
  We encourage the customer to contact us to arrange a follow-up inspection.

  Dart Motors continues to act in good faith and is committed to resolving this matter within the terms of the warranty agreement.
  

  Sincerely,

  ****** ***** - Dart Motors. 

  
  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23550587
  
  I am rejecting this response because:

   Response from Dart Motors

  I appreciate Dart Motors response, but I must respectfully disagree with several key points and provide clarifications. The facts including the dealerships own public statements show that the vehicle has had real and persistent issues shortly after purchase, and that I have acted in good faith to resolve them.
  
  1. Incorrect Timeline
  
  Dart Motors claims that I contacted them six weeks after the purchase. This is incorrect. I returned to the dealership approximately two weeks after buying the vehicle, when the Check Engine light came on and I noticed a dull knocking noise coming from the engine bay.
  They told me the issue was related to the vacuum brake pump, which they replaced. The Check Engine light went away, but the knocking noise remained.
  
  2. Second Visit Valve Cover Replacement Confirms a Real Problem
  
  After I reported that the engine noise was still present, I brought the car back a second time. Dart Motors then replaced the valve cover based on their own inspection.
  
  
  I want to make it clear: I never requested this repair they decided to perform it on their own.
  If there was truly nothing wrong with the engine, why would they replace a critical engine component like the valve cover? This clearly shows that they recognized a real issue.
  
  
  Additionally, one of their mechanics verbally told me there might be a problem with air pressure or internal engine pressure. But I was never given any written diagnostic report or explanation.
  
  3. No Documentation But Public Admission of Repairs
  
  After the first visit, I was given no documentation at all.
  After the second visit, I received only a brief note confirming that the valve cover was replaced without any explanation of why it was replaced or what was found.
  
  
  However, in their public reply to my ****** review, Dart Motors themselves confirmed that both repairs were performed. This directly contradicts the way they presented the situation in their BBB response.
  
  
  ?? View public ****** response here ?

  DART Motors
  **************************************

  
  ?? Screenshots of this response are attached to this complaint.
  
  4. Mechanical Issues Remain
  
  To this day, the knocking sound remains. In addition, bluish-gray smoke occasionally appears from the exhaust after the car has been sitting unused for 23 days.
  I submitted video evidence showing this issue. These symptoms are commonly associated with engine or turbocharger problems, both of which are explicitly covered under Dart Motors 3-month / 3,000-mile limited powertrain warranty.
  
  5. Using Warranty Limitations to Avoid Responsibility

  
  Dart Motors refuses to perform further diagnosis or repairs, citing a policy that outside repairs are not authorized. But at the same time, they also refuse to do proper diagnosis themselves.
  
  I brought the car in twice, acted in good faith, and cooperated fully but I am left with a vehicle that still has unresolved powertrain symptoms, and no help offered.
  
  6. I Am Willing to Return the Vehicle for a Full Refund
  
  If Dart Motors is unwilling or unable to repair the vehicle under warranty, I am willing to return the car for a full refund.
  I bought the vehicle in good faith with the expectation that the warranty would provide protection. Instead, I received a car with ongoing mechanical issues and a dealer who refuses to resolve them.
  
  7. Questionable Warranty Extension (Stated in ****** Response)
  
  In their ****** review reply, Dart Motors said they extended my warranty by one month and 500 miles but gave no explanation as to why.
  
  Let me clarify: I did not drive the vehicle during that period they had the car the whole time. When I picked it up, the odometer showed nearly 500 more miles than when I left it.
  
  I questioned this immediately. A mechanic admitted that they drove the car, and that he was personally extending the warranty to make up for the mileage they added.
  
  That is not a gesture of goodwill it is a response to unauthorized use of my vehicle while it was in their care.
  I was never told what the car was used for or why it was driven so much. I have reasonable concerns that it may have been used improperly, and that this may have caused further wear or damage.
  
  Conclusion
  
  Dart Motors cannot claim that nothing is wrong while:
  
  performing multiple repairs,
  publicly confirming those repairs,
  refusing to perform further diagnostics,
  and quietly extending the warranty to account for unexplained mileage that they themselves added.
  
  Their words do not match their actions. I respectfully ask BBB to assist in holding Dart Motors accountable to their warranty obligations or to help facilitate a full refund and vehicle return.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:04/15/2025

  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 bought a car, when we bought it they said that the car was in excellent condition, but after the purchase we went to the service station and it turned out that the car was completely *****, the seller did not tell us this, when we asked him, he denied it

  Customer Answer

  Date: 04/16/2025

  
  Better Business Bureau:
  
  ???????????? ?????????? ??? ????????????, ????? ????????? ?? BBB, ???????? ?????? ? ??????????????? ********. ??? ???????? ????????, ? ??? ?????? ????? ???????. 
  
  ? ???????
  
  ?????? ??????

  

  Business Response

  Date: 04/16/2025

  
  Dear ***** ,
  

  Thank you for bringing this matter to our attention.
  In order to better understand the concerns regarding the condition of the vehicle, could you please provide us with a copy of the inspection report from the service center?This will help us review the findings in detail and determine the appropriate next steps.

   You can send the report as a PDF or clear photo/scan via reply to this email. *****************************************

  We appreciate your cooperation and look forward to resolving this promptly.
  Best regards,
  

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

  Customer Answer

  Date: 04/16/2025

   
  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,
  
  ***** ******

• Initial Complaint

  Date:09/07/2024

  Type:Product 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 vehicle from Dart Motors on 04/01/2024 and the illegally repossessed the vehicle from my workplace on 07/06/2024. I was financed through a company called ******** who had instructed me that they cancelled the contract, and I was due back the two payments I made on the vehicle in the amount of $1350 and the down payment. Dart Motors refunded the payments but not my down payment. They are not issuing me a refund on the down payment although I was told from the *************** that they should be issuing the payment back.

  

  Business Response

  Date: 02/18/2025

  see attachment

• Initial Complaint

  Date:06/19/2024

  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 4/9/2024, I drove from **********, ** to Dart Motors to purchase a 2014 ******** E350 Station Wagon. When I arrived at the dealership, the car was not quite as advertised. Ripped seat, rough exterior. I got a ballpark estimate on my ML550 trade-in before heading up. Once I got there, they informed me of around "$7,000" of work needed on my trade, and knocked the value down accordingly. They said that the ** wasn't working (it had worked the entire trip) - My guess is they blew a fuse, but they would not check it. Given the fine tooth comb the dealership uses, they did not disclose the following:Rusted Brakes (Safety Issue)Rusted rear subframe and recall (Safety Issue)Rear suspension sag - The suspension will sag after sitting. The dealer drove the car around to me. I assume that was to ensure the air suspension was at proper height so I wouldn't detect any issues). This is due to rusted rear ride height suspension sensors.I purchase several used cars a year - and this was blatant deception on the part of Dart Motors. I emailed the dealership asking for assistance. They responded, I sent them the third party evaluation, and the dealership never responded. I emailed three times with no response. I am requesting via arbitration - per the Vehicle Purchase Arbitration Rider, $750 to cover replacement parts for the safety items noted. I will cover the labor costs. There are several more issues with the car, but I am trying to be reasonable and focus only on the safety issues. I feel this is a fair and reasonable request, with both parties making concessions to resolve this issue.

  

  Business Response

  Date: 03/05/2025

  see attachment

  Customer Answer

  Date: 03/05/2025

   
  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,
  
  ******* ******

• Initial Complaint

  Date:12/22/2023

  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.

  Dart Motors are FRAUD! When I agreed to buy the car, before selling it they promised to change the rotors, pads, make alignment, change the wheels, and batteries in the keys. They also asked for a downpayment of $*****. The price of the car is ******. In the end, I gave ***** and they took it for themselves, because... I still have to pay the same as it was: ****** instead of *****. When I asked where did the ***** go? They said that was the price of the warranty. Which I didnt ask for and I absolutely didnt need. Then it turned out that the alignment was not done, I came again, they said that they forgot to do it and then they did it. Another time I came to change batteries in the keys, which they also promised, but forgot, they did it. But then in a couple days I noticed that keys dont work, this means that they didnt change the batteries. So I had to do it by myself.And now it turns out that the rear brakes and rotors have not been changed. I came to find out, to which they told me that they dont know anything and dont remember that they promised to do them and theres nothing in written form anywhere. They refuse to do anything. Im so disappointed of these car dealer. They stealing deposits, they dont do what they promised. I wasted so much time and nerves going there so many times and figure things out. They caused me an awful lot of inconvenience and problems. Please take actions about this business, so other people dont get in hands of this scammers.

  

  Business Response

  Date: 02/18/2025

  see attachment