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 Chevrolet Inc

  400 E Roosevelt Rd Villa Park, IL 60181

  
• 

  Castle Buick, Inc.

  7400 W Cermak Rd Riverside, IL 60546

  
• 

  Castle Chevrolet GMC

  1107 S STATE ROUTE 31 Mchenry, IL 60050

  
• 

  Castle Hyundai Downers Grove

  2020 Ogden Ave Downers Grove, IL 60515

  

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:03/29/2025

  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.

  On or about 10/06/2022 I purchased an extended warranty for my 2019 Buick Encore for $3300. It was either a 3 year or 4 year extended warranty. The attached receipt does not say. Two weeks ago I asked to get a pro rated refund on the warranty insurance (which I told was possible when I purchased the policy). The finance department that sold me the policy said they would email me a form for the refund. I have emailed them and called them at least 6 times. No one answers the phone and I leave a message. No response to email below ******** ******* From:******************************** To:Castle Buick GMC of *******************, Mar 25 at 3:53 PM Will you please issue me a refund on my extended warranty for my 2019 ****** purchased about 2 1/2 years ago Vin ***************** PHONE ************. The car was totaled 03/02/25. Over a week ago I was told I would be emailed the credit and nothing has been done by you!Your assistance is greatly appreciated. 

  

  Business Response

  Date: 03/31/2025

  Dear Mr. ************** name is ***** *****, and I am the General Manager at Castle Buick GMC. I sincerely apologize for the delayed response from our dealership regarding your concern.
  I want to assure you that I will personally oversee this matter and work with our accounting department to resolve it within the next day or two. I appreciate your patience and understanding, and I will follow up with you as soon as we have it cleared up.
  Please let me know if you have any questions in the meantime.
  Best regards,
  ***** *****
  ************************start="723" data-end="726"> Castle Buick GMC

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23134384
  
  I am rejecting this response because:

  
  I hereby reject Castle Buick's response to  my complaint for the following reasons:
  1) Manager ***** only has offered an apology for Castles delayed response.
  2) He promised on 03/31/2025 to resolve this in two days.  So far it has been 9 days and the only response received was a call I received approximately 9 days ago where I was asked what the mileage of the car was when it was totaled on 03/04/2025.  I told Castles caller  it was approximately ****** miles when the insurance company took possession of it.    Castles caller  did not seem to think that was correct so I then emailed Castle 8 days ago a statement (below)  from the insurance with the mileage they recorded as 37,305.
  Because there has been no further contact or any  credible attempt by Castle to resolve this matter I can only conclude that they have no intention of giving me the pro rated refund of the extended warranty ($641 due  it it was a 3 year warranty or $1306 due it it was a 4 year warranty-see attached receipt)  they sold me.  Manager ***** has demonstrated that Castle has zero credibility. 

  
  Sincerely
  ******** Charnes  
  
  

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23134384
  
  I am rejecting this response because:

  
  I hereby reject Castle Buick's response to  my complaint for the following reasons:
  1) Manager ***** only has offered an apology for Castles delayed response.
  2) He promised on 03/31/2025 to resolve this in two days.  So far it has been 9 days and the only response received was a call I received approximately 9 days ago where I was asked what the mileage of the car was when it was totaled on 03/04/2025.  I told Castles caller  it was approximately ****** miles when the insurance company took possession of it.    Castles caller  did not seem to think that was correct so I then emailed Castle 8 days ago a statement (below)  from the insurance with the mileage they recorded as 37,305.
  Because there has been no further contact or any  credible attempt by Castle to resolve this matter I can only conclude that they have no intention of giving me the pro rated refund of the extended warranty ($641 due  it it was a 3 year warranty or $1306 due it it was a 4 year warranty-see attached receipt)  they sold me.  Manager ***** has demonstrated that Castle has zero credibility. 

  
  Sincerely
  ******** Charnes  
  

  

  Business Response

  Date: 04/14/2025

  Dear **************** name is ***** *****, and I am the General Manager of Castle Buick GMC. I have reviewed the response from Mr. ******* regarding his refund.
  We were awaiting confirmation of the mileage on Mr. ******* total loss vehicle in order to process his proper refund. After speaking with him a second time, we discovered that he had sent the mileage confirmation to an email address ************************************** that is not associated with our company.
  Since learning this, I have made several attempts to contact Mr. ******* to inform him that his refund check is now ready for pickup at our store location.
  I hope this clears up the situation and brings it to a satisfactory resolution.
  Best regards,
  ***** *****
  ************************start="929" data-end="932"> Castle Buick GMC
  *************************************************************************
  **************

  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. Thank you very much for your assistance with Castle Buick.  They have issued me a check for $1306, the pro rated amount of money on my extended warranty that I asked to be refunded to me.  Manager ***** ***** personally expedited the refund and I am satisfied with Castles settlement of this matter.
  Sincerely
  ******** *******
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/24/2025

  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 bought a truck it's a 2021 GMC sierra ********* with a x31 off road package from this dealer. Which you should know it's a certified *** dealer and so was the truck a certified GMC vehicle. The decal is on both sides of the truck bed. But And after a year and so found out that the package that was claimed it has was never actually true. I based my decision in buying the truck because of this and because of this reason they sold me truck based on this offload package. I have consulted a fraud lawyer and was told that I have a good case. They misled me by placing a decal on the truck claiming it had a x31offroad package when in truth it never did. But still raised the value of the truck based on that trim package. I am so distress and mad. I feel betrayed by this dealer in so many ways. I take my truck to get serviced here every time and not just one vehicle but recent GMC vehicle i had in the past.

  

  Business Response

  Date: 04/08/2025

  Dear **************** name is ***** *****, and I am the General Manager at Castle Buick GMC. I am writing in response to Complaint #******** regarding Mr. *********** recent pre-owned vehicle purchase.
  First and foremost, I want to express our sincere regret that Mr. ********* feels misled. At Castle Buick GMC, we strive to maintain transparency and integrity in all of our sales processes, and it is never our intention for a customer to feel misinformed.
  To clarify, all of our pre-owned vehicles are advertised and sold based solely on VIN decoding. This includes factory-installed equipment such as the engine, transmission, and original manufacturer features. We do not advertise or represent aftermarket modificationssuch as window tinting, rims, custom grilles, decals, or vehicle wrapsas part of the vehicles official equipment list.
  Any aftermarket stickers or decals that may have been present on the vehicle at the time of sale were not part of the vehicle's advertised features or pricing and do not reflect our standard marketing or sales practices.
  We value all feedback as an opportunity to improve, and we are committed to addressing concerns in a fair and professional manner. Please feel free to contact me directly should you require any additional clarification or wish to discuss the matter further.
  Sincerely,
  ***** *****
  ************************start="1484" data-end="1487"> Castle Buick GMC

• Initial Complaint

  Date:03/24/2025

  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 was purchasing a new 2025 ********* Equinox on March 13 2025. I spoke to **** *******, Sales Manager, we did up the paperwork with OEM Mud Flaps ($400) and Trailer Hitch ($900) to be installed by dealer. Friday, March 9, 2025 I went to pick up vehicle and they could get it detailed and mud flaps on but the Trailer Hitch was not available by ** with no date to be available. This was critical to purchase the vehicle. We tried to make a work around but aftermarket would damage the bumper if installed and did not look correct. I asked for my money back. I put $500 on Credit Card on March 11 Tuesday to hold the car and took a check 2875, $40,662.25 on March 13 Thursday. The credit card was processed March 11 and check March 14 Friday. I have contacted the Sales Manager, **** ******* every work day since the contract was cancelled. Saturday Mar 22, I stopped by Dealership and spoke with ***** ( GM) and ****. They stated that it takes time to process and will mail out check from Corporate. They do not handle the money. I asked when for the 8 time and they said it takes time. 

  

  Business Response

  Date: 03/25/2025

  Mr. *********

  It was a pleasure speaking with you this afternoon.  Per our conversation, I have overnighted the check to your house.  I will continue to search for a vehicle with a factory hitch.  Look forward to selling you a vehicle in the near future.  

  Thank you 

  ****** Guercio 

  General Manager

  Castle AutoPlex

   

• Initial Complaint

  Date:02/26/2025

  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 was involved in a car theft/damage situation in December. I took my car to this dealership beginning of January to get an estimate for the damages for my insurance. They kept my car for over 3 weeks and had me pay for a rental out of pocket. During that time they kept telling me they were waiting to get to my vehicle, estimate wasn't being completed. Then it was waiting for insurance, and waiting to order parts. They would keep telling me they would get started servicing the car but every time I called for updates the dates kept getting pushed back. At that time i realized they weren't going to do anything for my car and my rental period was expiring so I took it back and the dealership forced me to pay the amount for parts and service before even being able to get my keys back. I paid the total because I needed my car to get to and from work. That was late January/beginning Feb. The entire month of February they kept telling me they were waiting for parts. They finally received the parts and now they're waiting for them to be painted. ******** gave an estimate of UP TO 10 business days. My mother called this morning to inquire about a status and they let her know that paint gets done by 3rd party and could go well over 10 days to finish. She asked what's the estimate to getting this work done and ***** couldn't give us an answer. She mentioned we paid in full for a service not completed and ***** expressed that was the amount for the parts not service. He let her know I should get a call by today but their communication is horrible. I've been getting stopped by police for my missing mirror and every time I ask for an update they give me the run around. I would like assistance in getting my vehicle serviced immediately as well as reimbursement for the rental that was taken out for no reason since they did nothing for me during that entire time.

  

  Business Response

  Date: 03/13/2025

  The delay in repairing this vehicle was due to the customers insurance company sending us used parts that were damaged. This vehicle has since been completed.

• Initial Complaint

  Date:02/18/2025

  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.

  Subject: Complaint Regarding Defective 2017 ***** ********************* Better Business Bureau,I am filing a complaint against Castle ***** for selling me a 2017 ***** Trax ** on September 28th, 2023 for $17,000 with ****** miles. After purchase, I encountered several mechanical issues that should have been disclosed. Despite my attempts to resolve the situation, the dealership has not provided any satisfactory solutions.Issues with the Vehicle:1.Battery Failure (November 2023): The car wouldnt start due to a dead battery. Castle ***** quoted $250 to inspect it, but I paid nearly $300 to replace the battery at an independent mechanic.2.Check Engine *************** (June 2024): The check engine light illuminated. After diagnosing, I replaced spark plugs and the coil pack at a cost of $250.3.HVAC Issues (June 2024): The air conditioning and heat only worked on settings 1-3. Setting 4 caused the system to shut off, indicating a defect that should have been addressed.4.Engine **************** (October 2024): In October, the engine began smoking and shut off. I paid for a tow and was quoted $299 to diagnose it. The engine was burning oil, requiring $3,500 in repairs.Despite these ongoing issues, Castle ***** has not addressed my concerns. I have asked about a trade-in, but have received no response.I feel I was sold a defective vehicle and should not bear the full cost of repairs. I am seeking a resolution, as I cannot afford to continue investing in a vehicle that was not fit for purchase.Thank you for your assistance.Sincerely,******** ******** **************************** ********** 2017 ***** Trax ** *** *****************

  

  Business Response

  Date: 02/20/2025

  I am writing to address the concerns regarding ******* ********** vehicle purchase on September 28, 2023.
  
  
  The vehicle was traded into us on July 28, 2023, and underwent our standard used vehicle inspection. During this process, we performed several repairs and replacements, including installing a new factory turbo, new brakes, an oil cooler, and a new valve cover. At the time of delivery, the vehicle was fully operational with no issues present.
  
  
  Additionally, we have no record of ******* returning the vehicle or reporting any issues after the purchase. Enclosed are copies of our used vehicle inspection documentation, along with the signed denial of an extended service contract.
  
  
  We are happy to offer further assistance, including exploring options to trade ******* into a new or newer vehicle if she is interested.
  
  
  Please let me know if you need any additional information or have further questions.
  
  
  Thank you for your time and attention.
  
  
  Sincerely,

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

  General Manager 

  Castle ********* of **********

  ************ - Cell 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22959046
  
  I am rejecting this response because:Dear Castle *****,
  
  
  I am writing to formally reject the claim I filed with the Better Business Bureau (BBB) regarding the 2017 ***** Trax that I purchased from your dealership on September 28, 2023. I have encountered several significant issues with the vehicle, which I believe were caused by pre-existing conditions that should have been disclosed at the time of sale. Specifically, a mechanic informed me that the engine has been burning oil for an extended period, which indicates that the vehicle was not in proper condition when sold to me.
  
  
  I would also like to point out that your report to the BBB states that the check engine light was on. The mechanic who worked on the vehicle replaced both the engine and the new factory turbo. However, as the turbo is a separate component from the engine, replacing the turbo alone would not have solved the underlying engine issue, reinforcing that the vehicle had significant mechanical problems before I purchased it.
  
  
  Furthermore, I have spent over $5000 on repairs within the first year of ownership, which I have already provided documentation for. Despite my multiple attempts to resolve this issue with your dealership, I have been told that my vehicle will not be inspected unless I pay a $250 fee, which I find both unreasonable and unfair given the circumstances.
  
  
  Given these facts, I am requesting a trade-in for the full current value of my 2017 ***** Trax, which is $12,518.54. I intend to use this value toward purchasing a new car from your dealership. If we can come to an agreement on the trade-in, I will consider all prior repairs, totaling over $5000, as a loss due to a faulty vehicle purchase.
  
  
  Please respond within 30 business days with a proposal for the trade-in and the next steps in this process. Should we be unable to reach a satisfactory resolution, I am prepared to pursue all legal options available to me.
  
  
  Thank you for your attention to this matter. I look forward to hearing from you soon.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 02/20/2025

  Thank you for reaching out regarding your concerns. I want to clarify that the paperwork I submitted indicates that only the turbo was replaced, not the engine.
  

  I sincerely apologize for the issues you are experiencing with your vehicle. I am more than happy to work with you to resolve these concerns and explore options to trade you into a different vehicle. This is why we offer extended service contracts on all vehicles we sell to help minimize unexpected repair costs during ownership.
  
  To provide an accurate trade-in value, I would need to appraise the vehicle in person. While I cannot guarantee the $12,518.54 figure, I will do my best to offer a fair value and assist you in transitioning into a new vehicle.
  
  Please let me know a convenient time for you to bring the vehicle in or if you have any further questions.
  

  
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22959046
  
  
  Under Illinois law, including the Used Car Warranty Act (815 ILCS 380) and the Consumer Fraud Act (815 ILCS 505), the purchase of a used vehicle should be protected, even without a warranty from your dealership. These laws ensure that consumers are not misled about the condition of the vehicle and that the dealership cannot require a warranty as a condition for completing a sale or appraisal.
  
  
  I am open to scheduling an appointment for an appraisal. However, if the offer does not meet or get close to $12,518.54 for a different vehicle, I will proceed with the resources available to me about this purchase.
  
  
  I am available Monday through Friday after 4:30 PM. Please let me know which day works for you.
  
  
  Sincerely,
  ******** ********
  

  

  Business Response

  Date: 03/08/2025

  Dear ******* ********,
  
  
  Thank you for reaching out. I understand your concerns and appreciate the opportunity to address them.
  
  
  According to the Illinois Used Car Warranty Act and the Consumer Fraud Act, a 15-day, 500-mile warranty applies to used vehicles. However, this warranty had long expired by the time you began experiencing any issues with the vehicle.
  
  
  That said, I remain committed to working with you toward a fair resolution. While I am unsure where the trade valuation fits into this matter, we do need to ensure the vehicle is accurately appraised. As a ****** Certified Dealer, we can provide a top-dollar appraisal with no issues. Additionally, I am willing to offer above that appraisal value within reason to help find a satisfactory resolution.
  
  
  Please let me know how you would like to proceed, and I am happy to discuss further.
  
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22959046
  
  Hello, please set up a day and time that I can bring the vehicle in. Im available Monday-Friday after 4;30pm. Saturday anytime 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:02/13/2025

  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 my vehicle at your shop for a long time now, and I've had to bring it back twice. The first time I took it back was the very next day after picking it up. The second time, I noticed damage to my vehicle's interior while driving, so I turned around and took it back again. They didn't even try to fix the damage they caused to the interior above the glove compartment and the ******** vehicle has been in and out of the shop three times, and each time I pick it up, the issue still isn't fixed. They couldn't find the problem to resolve it, so I kept bringing it back the same day or the next day. The last time, I even took one of the employees with me to show them the recurring light issue.The main issue is that when I spoke to the manager, they didn't acknowledge the damage to my interior. The worker drove my vehicle at 115 mileage per hour and took it home, resulting in damage above the glove compartment, damage to the seat, paint chips on the seat, and glitter all over the back. They are not trying to fix any of these issues. today date when picking up vehicle and noticing the damage today and took it back today The date is February 13th The manager name is ***** and service desk name is ******. 

  

  Business Response

  Date: 03/17/2025

  My name is ***** ******, Service Manager at Castle Buick GMC in ***************, *********
  Was forwarded an email yesterday afternoon and this is the first I'm hearing about this case. 
  
   Customer was in our facility for an intermittent concern Customer came in the first time on Jan. 27, 2025 for an intermittent electrical issue. Technician was unable to duplicate concern. Did drive vehicle for 31 miles to try and duplicate concern. Did have several diagnostic codes for several systems. Cleared all codes and none came back after test drive. Customer picked up vehicle Jan. 30th, 2025.
  
   He came back on Feb. 5th, 2025 and customer picked up Feb. 12th, 2025. We did ask customer for permission to test vehicle and to have our technician drive vehicle home to be able to verify concern. After driving vehicle for a few days we were not able to duplicate. A total of 84 miles was driven. (Total of 115 miles, including first visit)
  
   When customer returned the 2nd time on Feb. 13th, 2025, concern was occurring more often and also mentioned issues with front passenger seat. We walked to service drive and showed me area of concern. Right front passenger seat had purple glitter or paint, not sure what it was, also passenger seat recliner area cover on right lower area had 2 round marks and passenger side dash area above ********* has a small indentation. Attached pictures of area of concern on customer's vehicle for documentation.  Technician did not have anyone on passenger seat during test drive or when taking vehicle home (with customer's permission). No one in our facility sat on Passenger seat. Battery is under hood and all electrical testing was done under hood. Connecting diagnostic tool on DLC under steering column (driver side) to access computers information. No work was done on right front interior, rear seats or cargo area. 
  
  Unfortunately, we do not take pictures of vehicle's interior before, during or after vehicle is worked on. And with the information provided by the customer, I feel these concerns are a pre-existing condition.
  
  Technician did drive with customer to verify issue and was able to verify during a auto start/stop function. Found battery weak causing intermittent issue. Customer declined needed repairs. 
  
  
  Thank You,
  ***** ******

• Initial Complaint

  Date:02/05/2025

  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.

  6/29/2022 I purchased a used vehicle at Castle North The car was sold with navigation and backup. We mentioned that the *** didn't work and said the map just needed to be re downloaded. They sold us a Warranty for $3537.00 and assured us it would be fixed. When they couldn't fix it, they put in a new part after much frustration going back and forth. Now that part does not work AT all. No nav, back up camera or radio. It is NOT COVERED under the $3537.00 ************** policy that they sold me to find out the reason is because it's not a stock part that they had put in. I have tried to go to them to fix this issue with no avail. To be clear. When this was purchased i returned it the next day, they assured my husband that they would fix everything. I am a disabled woman and the stress of this is beyond. I can't do it without your help. I am getting nowhere with the dealership, and I cannot believe that they can sell an insurance policy under the pretense that EVERYTHING is covered if it is in fact not. When i called the insurance, they said everything is covered with exception to the navigation because they DID NOT PUT IN A STOCK ITEM. I beg for your assistance with this claim. Much respect ***** & ********* ******

  

  Business Response

  Date: 02/06/2025

  You purchased the vehicle on 06/29/2022. During our delivery process we offer an extended warranty for purchase and go over all covered items. You selected to purchase the **** extended warranty. We also provided you with a copy of the contract and all listed covered components. After purchase you returned stating the navigation system not present on vehicle as listed at time of purchase. Castle ********* North and *** and Mrs. ****** picked out an aftermarket  navigation system to be installed on the 2016 Jeep Wrangler. On July 5th, 2022 ***** ********* North sent the vehicle out to have a navigation system installed. All charges were paid for by Castle Chevrolet North. 2025 you contacted the dealership stating the navigation system is inoperative and Ally extended warranty denied repairing due to aftermarket system. Our service manager reached out to Ally and was advised the same reason for denied claim. Our service manager escalated the case to get approval. In the same time you filed a complaint with ****. Ally has since  reached out to Castle ********* North and to you stating they will be covering the repair. This is the second complaint you have filed on this vehicle. The first time in June of 2022 regarding the navigation issue but neglected to mention the issue was corrected with the navigation system of the customer choice. 

• Initial Complaint

  Date:02/02/2025

  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.

  I purchased a vehicle from Castle Buick in September of 2023, about a month later the engine blew, leaving us stranded with full horse trailer. The general manager told me that he was going to make it right and put a factory rebuilt motor in the truck I purchased. The vehicle was taken to the Castle **** store to have the work completed. The repairs took about 2 months. In about a month of getting the vehicle back it left us stranded once again hauling horses. It was at that point it was evident that they did not put in a factory rebuilt motor as I was told, but a used motor. And the injectors went out on one side of the motor. They agreed to do the repairs and fix the injectors. They had the truck for another 2 months, got the vehicle back and the air conditioning didnt work and had to take it back again. About 4-6 weeks later the high pressure fuel tank and the turbo gasket went out leaving us with over $4,000 dollars of repairs. When we got the vehicle back it had a fuel and coolant leak. Seemed they cracked the coolant tank during repairs. Bottom line, I was told they were going to put in a factory rebuilt motor and they installed a used motor into my vehicle without my permission.

  

  Business Response

  Date: 02/03/2025

  Dear **************** name is ***** *****, and I serve as the General Manager of Castle Buick GMC. I have reviewed complaint #********, filed by Mrs. ****** regarding her vehicle purchase.
  On September 30, 2023, Mrs. ****** purchased a 2010 **** F-350 with ******* miles from Castle Buick GMC. Several months later, I spoke with Mrs. ****** and learned that her vehicle required engine repairs or replacement. While no warranty was implied, and the issue did not fall under our 15-day/500-mile limited powertrain warranty, I felt compelled to assist her because it was the right thing to do.
  At no point did I agree to install a factory-rebuilt engine in a vehicle with ******* miles. However, Castle ***** *** has made every effort to address Mrs. ******* concerns. To date, we have spent a total of $18,780 on repairs to support her. While we strive to stand behind the vehicles we sell and take care of our customers, we cannot provide an indefinite warranty for any issue that arises.
  For your reference, I have attached the repair orders detailing the extent of our efforts to resolve this matter.
  Sincerely,
  ***** *****
  General Manager
  Castle Buick GMC

  

  Business Response

  Date: 02/05/2025

  attached 

• Initial Complaint

  Date:01/27/2025

  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.

  My daughter bought a ********** Arteon from castle ********** ,Schaumburg on 12/31/2024. The tire already has an issue . Took it in for repair on 1/23/25 and picked it up on Saturday 1/25/25 . They put a spare tire on the car and my daughter had to get to an appointment . On the road the tire gauge would not shut off . She pulled over to find that it was a spare and not the original . By then the dealership was closed . **** I read several reviews that mention that they sell ****** as mandatory purchase adding almost $2000 to the price . They insist on financing even though we wanted to purchase on cash . There are several 1 star reviews either the exact same complaint on yelp.

  

  Business Response

  Date: 02/10/2025

  Hello ********

  I have tried calling to speak to you regarding the issue. I have checked with my service department regarding the visit and although the tire was fixed under warranty the original rim/tire was not put back on prior to the vehicle leaving, I do apologize and sounds like it was taken care of already, but regardless should not have happened. I pulled the original deal and do see a signed lojack purchase for the 3 year subscription. On the lojack contract it does say it is an optional service, just like the tire warranty that was purchased. Please give me a call so we can discuss further Shay ****************

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22861702
  
  I am rejecting this response because:
  The LoJack offer at the time of purchase was presented as mandatory to all auto purchases at Xastle- no choice given to waive or refuse it. 
  Sincerely,
  
  ******** ***

  

  Business Response

  Date: 02/12/2025

  ********,

  I have been trying to reach you to discuss and I am willing to offer you a refund for the confusion. Please give me a call or send me an email to schedule ************************************* Please let me know if you accept

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22861702
  
  I am rejecting this response because:

  there is no clarity on what he is looking to refund? Are you going to refund the Lohack one time fee ? What exactly are you refunding . 
  I have sent an email with my number to ****************************************************************** 
    Awaiting your response . 
  
  Sincerely,
  ******** ***

  

  Business Response

  Date: 02/17/2025

  Hello ********

  The refund has been processed, sorry for the inconvenience and let us know if you need anything in the future

  Customer Answer

  Date: 02/17/2025

   
  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:01/22/2025

  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 2017 Jaguar f pace on 02/09/24 on a Friday on the way home the check engine light came on and I also smelled coolant called castle to notify them on sat 02/10/24 talked to ********* *****, service Director he stated that the service department will be closed on Saturday to bring the car back on Monday 02/12/24. Took the car in on that Monday was told that they didnt have the Proper equipment to diagnose the car find a jaguar dealer to take it to . I took the car to DeNooyer Jaguar checked the car in on 02/16/24 at 8:58Am with *************** Jaguar service manager. I explain to **** that the check engine light came on and I also smell coolant. From February to march the car was at DeNooyer **** stated that he couldnt find anything wrong to bring the car back when the light came on the light came on while there .went back-and-forth on what the problem was . **** replace outlet tube and water pump connecting tube replacement, pick car up on picked car up on 03/06/24 on the way home check engine light came back on Called **** I was told to bring the car back in took car back checked in on 3/13/24 was told now it was the fuel pump and that was not covered by a warranty, I didnt believe it was the fuel pump because from having the car for all these time now its the fuel pump pick the car up on 3/25/24 I Contacted castles to notify them all the problems that I have been having with that car since purchasing it. Talk to the general manager he was supposed to get back with me he never contacted me . I have not been able to drive the car since the purchase had the car taken to another shop told them what **** said that it was the fuel pump come to find out it was the motor when I purchased the car it had ***** miles as of today it has ***** miles they sold a bad car it took them over **************************** to send it back all I want out of this is a car to either take the car back and finance me a different car. It is unfair for me to pay for a car.

  

  Business Response

  Date: 02/17/2025

  Ms. **** ******* purchased this 2017 Jaguar F-Pace on February 9, 2024. As she indicated, she did have an issue with the vehicle soon after purchasing it. She took the vehicle to a ****** dealership near her home in *********, ** and had the vehicle repaired. As a gesture of goodwill, Castle ******* paid Metro ******/Denooyer Jaguar $2,292.78 to repair the vehicle. (attached is a copy of the repair order) At that time, the Jaguar dealership made no mention of the vehicle needing a new engine. After this repair, we did not hear from this customer until this ******************** complaint. Since the date of purchase, it has been over a year and the customer has put roughly ****** additional miles on the vehicle. The customer purchased a used vehicle without an extended warranty. Castle paid to repair the initial concerns with the vehicle, but is not liable for additional issues the vehicle may be experiencing. 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22846544
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 02/18/2025

  That is not true. I contacted the general manager **** from the ****** dealer, contacted castles also you can see that the problem was never fixed after paying the 2000 something dollars because I had to take it right back the next day. Also there was not an additional ****** miles put one the vehicle as you can see by the documents. It also took them two months to diagnose the car from the day. I drove it off the lot so even if I wanted to trade the car or decide not to get the car it was way past the 30 days. Every conversation I have with castles has been recorded. Also contact ***** from the finance department.

  

  Business Response

  Date: 02/20/2025

  In your original complaint, you indicated that when you "purchased the car it had ***** miles as of today it has ***** miles." The vehicle has been driven over ****** miles since the date of purchase. You purchased a used vehicle without a warranty. Soon after taking delivery, the vehicle had an issue. You took it to a repair facility of your choosing, and as a gesture of good will, Castle paid for the repairs. If there is an issue with the repair, that is between you and the repair facility.