Complaints

This profile includes complaints for Castle Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Castle Automotive Group

  1 Tower Ln Ste 1840 Oakbrook Terrace, IL 60181-4691

  
• 

  Castle Ford of Michigan City

  3930 Franklin St Michigan City, IN 46360

• 

  Castle Automotive Group

  701 E Porter Ave Chesterton, IN 46304

• 

  Genesis Downers Grove

  1866 Ogden Avenue Downers Grove, IL 60515

  
• 

  Castle Buick, Inc.

  7400 W Cermak Rd Riverside, IL 60546

  

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:07/16/2025

  Type:Customer Service 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.

  First: after buying a second car from the dealership in one month I tried to cancel both ************* contracts. I went through the process and completed the *** cancellation form for the administrator (Ethos Group). They processed the cancellation and sent it to the dealer on May 27th. Secondly, the payoff on my trade in was ******. He listed the payoff in the contract as ****** and told me the over payment would be refunded to me. He only paid the bank the ******. When I initially asked, he said they would refund the difference. I have been following up with the finance manager ***** ******* since then, emails and calls. And now he wont respond to me on either channel. The times he did respond he kept saying that he need to check with the manager upstairs. And now he wont return my calls or emails. 

  

  Business Response

  Date: 07/16/2025

  When the customer purchased the vehicle, the payoff on the trade was figured at $71,800. When paying off the vehicle using our online system, the payoff amount was $71,555.86. We will be sending the customer a check in the amount of $244.14 for the difference in payoff. Regarding the gap cancellation, we have cancelled the *** contract and will be sending a check in the amount of $1,000 to ***************. This amount will be deducted from the customers loan balance. We apologize for the delay and the frustration that this may have caused.

• Initial Complaint

  Date:07/11/2025

  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've had issues from day 1 of purchasing the vehicle. Waited nearly two months on a part that they assured me was going to take a couple days to get. Finally got the part in, scheduled an appt today Friday July 11th. Drove an hour and a half, using half my gas tank. Got to my appt at 1pm, at 2pm, after waiting an entire hour while they were supposedly servicing my vehicle, they come and tell me that they actually don't have the correct parts. Infact it'll be another week or two before it comes in, supposedly. Wasted 5 hours of my day and all I got to show for it were the grease and oil stains and footprints they left in the bed of my brand-new truck which really ****** me off. Unacceptable and terrible business they're running over there. Left and had to drive another hour and a half using nearly another half tank of gas.

  

  Business Response

  Date: 07/14/2025

  Hi *****,
  

  I want to sincerely apologize for the mix-up with the parts for your truck. From the beginning, we were upfront in letting you know that the parts were on backorder. Unfortunately, we were originally told by ********* that they would arrive sooner than they actually did.
  

  The confusion during your recent visit is completely on us, and we take full responsibility. As our service manager mentioned, we will have a vehicle dropped off to you, bring your truck in for the necessary repairs, and deliver it back to you once the parts have been installed.
  

  Additionally, we will make sure your truck is returned with a full tank of gas and thoroughly cleaned inside and out. We truly appreciate your patience, and were committed to going above and beyond to make this right.
  Thank you very much for your businesswe value it greatly, and well ensure everything is taken care of promptly and professionally.
  

  Best regards,
  ******* *****
  ************************start="1160" data-end="1163"> Castle *********

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23589326
  
  I am rejecting this response because: enclosed is the text thread with the dealership. Truck was purchased thursday may 29th and I was clearly told and ASSURED the part would be there by saturday and completed by the beginning of the following week on June 2nd. So no, I was not told ahead of time the truck wouldnt be finished for over 2 months. Theres a pretty large discrepency between 2 days and 2 months. The dealership has done nothing but try to gaslight me. Saying that theyve tried to reach me and that they called, when I have no records or voicemails of any missed calls. I was hypervigilante in keeping an eye out on my phone since i was expecting to hear back. Finally after nearly 2 months i was told the part was in. Put over 250miles on my new truck and an hour and a half drive to get it installed. After a full hour if waiting, i was told it would not be completed. Recieved my truck back with grease and oil stains in the bed of the truck, my truck was fully detailed not even 3 days prior. I had to drive another hour and a half back home with nothing to show for it except a greasy bed, and enpty gas tank and over 250 miles more on my odometer. I made it clear to the condenscending managaer i spoke to that i wanted nothing to do with Castle ****** Nobody in their right mind would. I do not trust them with my vehicle whatsoever based on what ive seen and how they run things. One needs only look to their 1 star reviews to see that this isnt an isolated incident. Castle ***** of ********** is probably the most incompetent businesses ive ever dealt with and that is not an exagerration. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 07/15/2025

  Hi *****,
  

  I want to start by sincerely apologizing for the delay and the frustration it has caused. Just like you, were at the mercy of ********* when it comes to the availability and delivery of parts. We were initially told the parts had shipped, but unfortunately, they did not arrive within the expected timeline.
  Please believe us when we say we truly wanted your truck to be ready when you came in to pick it up. We're in the customer service business first, and our priority is to make this right for you. Thats why we offered to pick up your truck, complete the work as quickly as possible, and deliver it back to you at no inconvenience on your end.
  We understand how upsetting this situation is, and we want to assure you that none of this is intentional or meant to add to your frustration. We genuinely appreciate your patience and understanding, and were doing everything in our power to resolve this as quickly and smoothly as possible.

  
  Thank you again for your continued trust.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23589326
  
  I am rejecting this response because: I have no trust in you or your dealership. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 07/16/2025

  Hello ***** and again I am sorry but we are going to take care of the issue you are having. As soon as all the parts are in stock we are going to come and pick up the truck and leave you car. Do the install of all parts and make sure everything is working correctly, clean up the truck nicely, and bring it on back to you.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23589326
  
  I am rejecting this response because: dealership are liars. 
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:06/21/2025

  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 purchase a vehicle from ****** ********** in ********* ** in 2024 brand new. upon purchasing the vehicle I was told that I could go to a ********** dealership near me. I chose Castle dealership. I have been having problems with my radio system. which is connected to my back up camera and all the other system. Here's the problem I have been to Castle multiple times and the problem is not solve. I have staring while driving trying to records what's going. (1) ********* doesn't wok most of the time. (2) when backing up the camera is not coming on. (3) if the radio plays and I turn off the car and lock the doors radio will not go off I have to continue turning car off and on until it decide to go off. I have a warranty and I'm not getting any answer.

  

  Business Response

  Date: 07/07/2025

  Our service manager spoke to ********* this morning regarding the issues she was having with her radio, She indicated that she took her vehicle to a different ** dealerships and they received authorization from ** to replace the entire unit. Thankfully this repair has resolved all of her issues.

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service 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.

  Date of transaction 5/31/25. A car was purchased at **************************************************************************. I came in with a blank check ready from my bank. The amount was filled out by an employee there and it was filled out for the incorrect amount. I was contacted 11 days later(6/11) after their mistake. I was notified via phone that I had 3 hours to return the car or pay the incorrect amount or they would void my check. I contacted the bank and notified them the issue. They said the check was already processed and Castle was already paid and my payment plan had already began. If castle would void my check I would get hit with a credit hit again and my credit score is above 800 and that would impact it. If I return the car I would have no vehicle because I completed a trade in at this location and I would not be getting my vehicle back. On the new vehicle I already placed side bars, tinted windows and other modifications. Someone made a mistake at Castle and I have to pay for their errors. I do not appreciate the way this was handled and how I have to run and come up with the amount they filled out incorrectly.

  

  Business Response

  Date: 06/12/2025

  hello... the issue was the customer gave us 5000 cash and a draft from customers ********. for the rest.. the amount was supposed to be $30150 for the draft but was filled out for only $25150.. we already talked to the bank and can send them the $25,150 back to them and they will issue another draft that can be filled out for the correct amount. the total balance was $35,150.. customer can give us the other $5000 on credit card, debit card or we can pay the $25,150 back to the bank and wait for the new draft. we can resolve this pretty easily.. customers credit will not be affected no matter what route we go with this.. all we need is the customer to let us know what way they want to handle this. we will not be taking vehicle back just need to resolve the $5000 discrepancy. please let us know how to proceed and we will get this resolved.

   

   

  thank you,

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

  GM Castle CDJR of Naperville

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23458695
  
  I am rejecting this response because:
  
  The mistake was made from the employee and it was not indicated on this response. I did not make the mistake, and its a huge mistake on his part. It took 11 days to notice. It would have been better business to have said I apologize on my behalf for making a mistake and took me 11 days to notice. Instead on the phone call he seemed upset and bothered and gave me a few hours to make a response. He did mention we will take the car back. I understand that it may be easily fixed but it does take time and effort and since it was their mistake, the least they can say I apologize and here is a $1,000 break. 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/12/2025

  I do understand your frustration.. comes down to not what you say but how you say it.. I apologize for the way he went about this mistake that he made. mistakes happen its how you handle them that makes the difference. I will cut it down for you $1000 to make up for the way he went about this. I want you happy not upset. but we still have the remainder of $4000. how should we proceed with getting that taken care of?  you can call me at ***************************.  

   

  thank you,

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

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23458695
  
  I am rejecting this response because:
  I spoke to **** today 6/13/25 at 11:47am. **** mentioned he would notify me if the car I traded in, is still available but he has not responded. I have already done modifications on the new car which are around the $1,000 that are being offered. If we can come to an agreement of $2,000 off the $5,000 mistake that was made on their behalf then I would like the remaining amount on paper and we can proceed with payment of $3,000 onto a credit card if there are no additional fees. Voiding the check and completing a new bank check sounds like too much of a run around. Hope to hear back soon. 

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

  

  Business Response

  Date: 06/16/2025

  the trade on this deal was sold and gone.. I will honor what I said and write off $1000 of what is owed.. will accept $4000 to settle this.. let me know when and how you would like to take care of this?

   

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

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23458695
  
  I am rejecting this response,

  We can settle for the $2,000 off and I can proceed with the payment today(6/16/25). With no additional fees of taxes or service fees.  I would like a new document indicating this because I do not want to be contacted in another two weeks for another error. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/22/2025

  Type:Customer Service 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 leased a vehicle from Castle ******** *******. I located the vehicle in January and finalized all terms, including mileage, on February 3rd. I placed a $2,000 deposit on February 4th. From February 4th to February 19th, I called the dealership 23 times per day and texted back and forth with the salesman, but communication was extremely poor across the board.Eventually, I was able to reach someone and informed them that if I did not receive the vehicle within 24 hours, I would cancel the order. Fortunately, the vehicle arrived two days later. However, it was delivered without any paperworkno registration or supporting documents.From the beginning, I had told the dealership that I planned to transfer a plate from a vehicle I had sold. Despite this, they ordered a new plate without notifying me, which resulted in an additional charge. I drove the vehicle for a week before I was even told about the plate situationafter I had called daily asking for the missing paperwork.Since then, I have been calling 23 times a week. Ive learned that the salesman, sales manager, and finance person I was originally working with have all been fired. Despite ongoing attempts to get assistance, I still have not received the registration or license plate. I was given a three-month temporary tag, which has now expired.Even with the new staff, trying to get someone to resolve the issue has been a nightmare. I urgently need this matter resolved.

  

  Business Response

  Date: 05/23/2025

  Mr. *******,

  Per our conversation on 5/22/2025, I have overnighted the copies of your transaction along with the status of your plates and title.  The document will show we are just waiting on MI DMV to finalize your title and plates.  In the *** folder will be a new Drive Away document that allows you to drive your new vehicle with confidence you are in compliance with your state.  Again I apologies personally for the lack of communication from my team.  We have had employee issues and turn over which delayed your paperwork from getting process. I gave you my cell phone yesterday, if you need anything please do not hesitate to text or call me. 

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

  General Manager 

  Castle Automotive Group

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23364069
  
  I am rejecting this response because: To Whom It May Concern,
  
  I am writing to express my continued frustration regarding the unresolved issue with Castle ********* Despite submitting a complaint, the matter remains outstanding.
  
  Following my original report, the dealership contacted me and assured me they would send a copy of the vehicle paperwork and issued a temporary tag. They claimed the permanent license plate had not been processed due to delays from a third-party agency handling out-of-state registrations. While I understand administrative issues may arise, I emphasized to Mr. ******* that the core problem is the dealerships complete lack of communication. My repeated calls and requests for updates have been ignored.
  
  As of today, June 4, 2025, we are still operating the vehicle with a temporary tag and have no clear answer on when we will receive our permanent plate. I visited the *********************************** and confirmed that there is still no record of my vehicle in their system.
  
  We purchased the vehicle on February 3, 2025 123 days ago and this delay is completely unacceptable. I am extremely dissatisfied with the lack of urgency, professionalism, and resolution. I am requesting that the Better Business Bureau apply further pressure on Castle ******** to resolve this matter promptly and ensure this type of customer neglect is not repeated with others.
  
  Thank you for your time and attention.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 06/06/2025

  Mr. *******,

   

  I apologize for the lack of communication.  I believe I gave you my cell phone if you had any questions.  My cell Number is ************.  Please do not hesitate to call me. 

  I have attached the progress report of your plates and title work.  As you can see the documents have been sent to your DMV.  The documents were sent last month on 5/12.  

  The timeline for ******** is ***** days from date of arrival.  I also attached the in process affidavit from Automotive *********************  I know there is no excuse for the 

  miss handling of your transaction.  I am doing everything possible to expedite you paperwork.  If you would like to discuss further, call me. 

  Thank you

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

  Castle Autoplex 

  General Manager

• Initial Complaint

  Date:05/11/2025

  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.

  My father bought a 2020 *** shortage from here. He is the second owner of the vehicle so the warranty is void at 60k miles. At 70k miles the engine is already burning oil and they will do nothing about it. They said they have to replace the whole engine already at only 70k miles. So my complaint is how can my father buy this vehicle with 35k miles on it and already have to replace the engine 35k miles later right after the warranty expires.

  

  Business Response

  Date: 05/12/2025

  We appreciate the opportunity to respond to the customer's concerns.
  After reviewing the details of this case, we would like to clarify a few key points. The vehicle in question is currently outside of its manufacturer warranty, and the customer is the second owner. Additionally, this vehicle has only been serviced at our facility on two occasions, and it was not originally purchased from our dealership.
  We understand the customer's frustration with the potential need for a new engine, which is a significant and costly repair. However, as the vehicle is no longer under the original manufacturer's warranty and has limited service history with us, we are unable to offer coverage or goodwill assistance for this repair at this time.
  That said, we are committed to customer satisfaction and would be happy to discuss the situation further. If the customer wishes, we can explore any available options, such as manufacturer goodwill (if applicable) or alternative repair solutions that may help reduce the cost.
  Please let us know how the customer would like to proceed, and we will do our best to assist within the limits of what is reasonable and available.
  Sincerely,
  JR ******

  Service Director

  Castle Auto Plex

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

• Initial Complaint

  Date:05/01/2025

  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 04/22/2025 Castle ***** north replaced my F-radio and my rear view camera for my 2025 ***** Trax charging my warranty $215.00 dollars but never programmed the bcm my programming was still out of date causing certain sensors to not operate properly like all modules involved with driver assistance, park assist, also my front view camera module being frozen. I had to take my vehicle ***** of palatine in which they reprogrammed my BCM and update all programs for me which was at a cost to my warranty of $195.00 dollars. Also Castle ***** North broke my rear tailgate panel and has yet to replace it.

  

  Business Response

  Date: 05/05/2025

  Customer ****** Hope had an original concern of when vehicle in reverse and brake pedal depressed, "Service Back Up Camera" light on. Castle ********* replaced the radio unit and Back up camera. After repairs "Service Back Up Camera" warning light was no longer on. During removal of trim panel, liftgate panel clip broke off. Necessary to order trim panel. All repairs were covered by the manufacturer bumper to bumper warranty from *********. Customer did not receive any out of pocket expense. Additional concerns for steering lane assist and forward camera are unrelated to repairs completed by Castle Chevrolet North. Also, if modules left un-programed, multiple warning lights would have been on immediately. Caste ********* North followed the diagnostic chart for customer concern and diagnostic trouble codes stored. All repairs covered by Chevrolet 3 year/36k mile warranty. Steering and front camera concerns unrelated to back up camera. Trim panel has arrived and customer was informed on Friday, March 2nd. Waiting for response from customer to bring vehicle in.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23275418
  
  I am rejecting this response because:
  I'm emailing in response to a complaint I made about the service I experienced at Castle ***** north my problem has not been resolved 
  Sincerely,
  
  ****** Hope

  

  Business Response

  Date: 05/13/2025

  He was informed part arrived on Friday, May2nd at 1:18pm and set appointment May 5th at 4:02pm for May 7th.  The customer was supposed to come in Wednesday, May 7th at 4:00pm and did not show. Dealership is waiting for customer to come in to complete repair. 

• 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.

  On 04/30/2025, I had my 2024 ******* Tucson towed to Castle ****************** in ********. While driving my vehicle on 4/26/2025 my check engine light came on and I received a notification of detected an issue with my engine control system. Service ******************* completed the intake of the vehicle and advise me that the technician will review the code and we spoke of the regular maintenance that was to be completed. I received the call that a faulty injector part was the cause and that it would be replaced since this was covered under warranty. We then went over the recommended maintenance for the vehicle. Totaling $ ******. As part of the recommended services was the fuel injection cleaning. I contacted ****** and asked why should I be held responsible. Given that the fuel injection system was compromised by a defect acknowledged and considering the covered part failure may have contributed to or caused any fuel system buildup or related performance issues. ****** ******** was that I would have to pay for it any way. All I'm asking that the price the Fuel injection cleaning be refunded in the amount of $249.95. In due time I will have to pay for this service, but in efforts to make this situation right from a consumer stand point and maintain the validity of my service contract this is a cost that seems unfit even after the diagnosis was completed to identify the failure of this component. I spoke with ***** *********** the assistant manager and also emailed the corporate office as well and referenced in **** ********** Service Manager. I was offered 10% off of my services.

  

  Business Response

  Date: 05/16/2025

  *** McLaughlin 

  

  Business Response

  Date: 05/27/2025

  We spoke with the customer and she agreed to accept a store credit of $249.95 because she has been a great customer and wants to continue to do business with us. We will honor the credit the next time she comes in for service. 

• Initial Complaint

  Date:04/21/2025

  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.

  The check oil light keeps going on in my car. I have brought it in for service three times for this issue, have been charged $100 each time, have been told it is fixed, and then the light comes back on a month or so later. The car was just in there last month and the light is on for a fourth time. The last time I was there, they gave me a discarded engine cap to try to solve the issue. The check engine light came on. The service department did not respond to me when I contacted them. Then they tried to charge me to look at the issue they created. When I said no, they looked anyways, keeping me car for hours longer only to tell me that there was no issue, but they thought I needed a new battery. A totally unrelated issue. My car is still leaking oil.

  

  Business Response

  Date: 05/06/2025

  We would like to offer the customer to bring the vehicle back in to have the oil leak diagnosed free of charge and offer a $400 credit towards the repairs. 

  Customer Answer

  Date: 05/08/2025

   
  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,
  
  ******** *******

  Customer Answer

  Date: 05/21/2025

  Complaint: 23232851
  
  I am rejecting this response because: Castle ********** agreed to diagnosis my car's oil leak issue and credit me with the money they took from me already to "fix" the issue over four visits. They are now asking me to cover about $5000 of diagnostic charges to investigate an issue in the engine with no guarantee that the issue will be covered by extended warranty. Had the issue been resolved in a timely manner, I would have been under the regular warranty. When I complained about the oil leak earlier on, I was told that that issue is just common with *** by the service department. Now, I have to decide to risk 5k for them to diagnosis my issue or just take my broken car back. This is not what was agreed to. My issues with this company have not been resolved
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 05/31/2025

  We will refund the customer the $400 she is requesting. The $5000 of diagnostics is to cover the tear down of her engine to the point of failure. At that point, we can submit the failure to her extended warranty for coverage. But if her extended warranty denies coverage for any reason, she would be responsible for the labor to tear down the engine. If the failure is covered, she would only be responsible for her deductible. The customer told our associates that she will just trade the vehicle in at another location and shop for a different brand vehicle. 
  

  Jin McLaughlin 

  Customer Answer

  Date: 06/02/2025

   
  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.  Please know that I was advised by the dealership to trade the car and was offered the opportunity to speak with their sales team. The ***** diagnostic was a ****** if the extended warranty company failed to cover the repairs and after so many botched experiences with this service department that seemed like a risky ******. I would like the $400 refunded as those repairs never addressed the issue with my car. 
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23232851
  
  I am rejecting this response because: Castle ********** has not issued the $400 refund to me as agreed on a month ago. Where do we go from here?

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

  

  Business Response

  Date: 07/07/2025

  I am getting this handled asap. The request was resent today to have the refund processed.

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23232851
  
  I am rejecting this response because I have yet to see any effort on the businesss end to resolve this issue. This has been unresolved for months at this point with the faulty repairs and false promises of a refund. I will accept the response once I see the issue actually be resolved. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 07/14/2025

  We have sent a check for $400.00 to the customer. Check number is ***** dated 7/9/2025 and was mailed. The customer should receive the requested settlement this week. 

  Customer Answer

  Date: 07/18/2025

   
  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:04/14/2025

  Type:Customer Service 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 bought a used car from Castle Auto Group. I was told the that LoJack was installed and could not be uninstalled. I was charged $995. though it is clearly listed as optional on the contract. When I attempted to activate the service the LoJack unit was not responding. I attempted to get a refund through LoJack, but they will cancel the subscription, but not return any money. I was informed I had to go back to the dealer to have my LoJack problems investigated. A check engine light came on and I brought the car to ******** to have the light checked. When connecting to the *** II port we noticed an extra *** II port not plugged into anything. Following the wires we found there was a module stuffed under the carpet. Pulling it out and preforming a web search I learned that this was the LoJack transmitter. Obviously the installation and uninstallation of LoJack takes just a few seconds and is not an onerous task as I was led to believe. I'd like to return the LoJack module and receive my money back for that. Second, I was promised a second key to my vehicle. Two months later I am still waiting for it. I have inquired twice and have heard nothing. I'd like the key sent to me. Third, I expected a plug in hybrid to come with a plug and floor mats. It did not. I do not wish any recompense for this as I have already purchased both from a store. 

  

  Business Response

  Date: 04/15/2025

  I spoke with ******* ****** and the situation has been addressed and rectified.  All parties are in agreement and he is happy withhow we handled his complaint.

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