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 North LLC

  175 N Arlington Heights Rd Elk Grove Village, IL 60007

  
• 

  Castle Chrysler Dodge Jeep Ram

  1565 W Ogden Ave Naperville, IL 60540

  

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:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/24 I purchased a certified used vehicle from Castle.When purchasing the vehicle I asked if there were any known issues and the salesperson gave me the ***** to ensure all scheduled maintenance had been performed.Two weeks ago I found out they had replaced the timing belt and several supporting mechanics without disclosing to me or CARFAX.The vehicle now requires a new engine.I asked the General Manager. **** *******, to make it right he told me I should have looked at the CARFAX. I responded that his company doesnt report repairs to CARFAX.His response was some do and some do not.Castle Automotive was willing to do the repair for $3500 even though they are no longer certified to work on ********** and knowing this is a deeper systemic issue since they were the ones that replaced the original timing belt ****** miles prior.

  

  Business Response

  Date: 12/18/2024

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by Mrs. ******* regarding her 2020 ********** Outlander. I truly understand her concerns and want to address them with care and compassion.
  
  First, I would like to clarify that Mrs. ******* purchased the vehicle "AS-IS" with ****** miles. As she mentioned, the vehicle was certified, which is inaccurate. This vehicle does not even qualify for certification, due to the year and mileage limits.
  
  At the time of purchase, we offered Mrs. ******* the option of an extended service contract, but she chose to decline. We also provided her with a copy of the Carfax report, which she reviewed and signed. Ive attached a copy of the Carfax again, which shows the vehicles service history. Unfortunately, it does not indicate regular servicing by Mrs. ******** nor does it show consistent maintenance by any of the previous owners.
  
  Mrs. ******* expressed concern about the repairs made to her vehicle, stating that such repairs should not be necessary at this mileage. We understand her frustration and, to help, we agreed to perform the repairs at a significantly reduced cost of $3,500. These repairs were completed by a certified ********** technician, and both the parts and labor come with a 12,000-mile guarantee.
  
  Its important to note that, since the vehicles purchase, Mrs. ******* has not had the vehicle serviced at any Castle location. Our service manager did inquire about her service records, but unfortunately, she was unable to provide any, and the ****** does not show any services prior to the recent repairs. Additionally, we noted that the vehicle had been involved in a rear-end collision on October 15, 2024, with its first recorded maintenance taking place on November 18, 2024. She brought the vehicle to us on November 19, 2024, with her concerns.
  
  Regarding Mrs. ******** statement that Castle does not report to Carfax, Id like to clarify that our repairs are, in fact, reported. You can see the repairs completed by Castle on the Carfax, specifically on August 18, 2023, and October 13, 2023.
  
  We genuinely want to ensure Mrs. ******** satisfaction and appreciate the opportunity to work with her. If theres anything else we can do to resolve her concerns, we are more than willing to discuss it further.
  
  Sincerely,
  **** *******
  General Manager
  Castle Auto of *******

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22629638
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/18/2024

  Type:Order 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 17 October 2024, I was contacted by the General Manager after several attempts to work a deal out of state for 5 days of constantly being shuffled around by different employees with zero follow-up from any of them. I had secured my financing for a portion of the asking price with fees sent to me from an employee on a pricing breakdown and was going to pay a large down payment. I had also secured insurance for the vehicle when the General Manager informed me the price had changed took off the ** sales tax and added a "Zip Code Adjustment Fee". He rudely told me this is how it goes since I am not financing through them nor would I get the vehicle serviced. The fee was ***** dollars and is completely ridiculous. After the General Manager knew I had secured my Military financing due to a lower rate, he stated he knew I wanted the truck and tried convincing me I was still getting a good deal. He continued to brush me off at a point in the transaction that should have been completed until I arrived the next day to take delivery. I refused to pay the fee of a zip code adjustment for being out of state. These shady tactics are unethical and simply wrong. The attached photos are the pricing breakdown without any sort of zip code adjustment fee sent by an employee 5 min prior on the 17th. The employee was ******. Then after securing a loan for ****** and informing them I was paying $24000 down and had secured insurance proof the bait and switch tactic of removing tax for the zip code adjustment fee of 1800$. Unprofessional conduct was experienced throughout my dealings with this dealership.

  

  Business Response

  Date: 10/24/2024

  Dear **************** name is ***** *****, and I serve as the General Manager of Castle Buick GMC. I have read the complaint, reference number ********, filed by Mr. ***** First and foremost, I would like to apologize for the lack of service provided to Mr. **** regarding his attempted purchase.
  Despite several attemptsincluding phone calls, emails, and text messagesI have not had the opportunity to speak with Mr. **** in any capacity, either prior to or since this complaint was filed, contrary to what has been stated. My hope was to resolve these issues directly with him.
  At Castle Buick GMC, we pride ourselves on transparency and exceptional customer service. In light of the concerns raised, we have implemented additional steps to verify the information our sales team provides to potential customers, ensuring accuracy and maintaining the integrity of our dealership.
  If there is anything further we can do to assist, please do not hesitate to reach out to me directly at ************ or **************************************************************************
  Best regards,
  ***** *****
  General Manager
  Castle ***** ***

• Initial Complaint

  Date:10/04/2024

  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 Oct 4, 2024, my wife dropped off our 2021 ******* Palisade (at ~****** miles) at Castle *******'s service department in *************, **. The service advisor told her that the ******-mile maintenance package would cost ~$1,200 before tax and these are required to keep the vehicle's warranty intact. My wife confirmed this with the advisor twice. Then she called me before the service, and though surprised by the high cost, I told her to proceed with it to meet warranty requirements.When I picked up the car later, I asked the advisor again if all the services were required to maintain the warranty. This time, he walked back his earlier statement, saying there are "gray areas" where ******* could decline warranty coverage if services weren't done properly. He also claimed he never told my wife that all the services were required for the warranty. After asking him to walk me through the services again, he confirmed they were all necessary for a Palisade at ****** miles and matched the owners manual. He offered me a discount to lower the bill to $876.22 from ~$1,100, but I said I was willing to pay the full amount if the services matched the warranty requirements. Despite this, he proceeded with the discount.The services performed included coolant drain and fill, oil change, filter changes, tire rotation, brake fluid flush, and replacing the cabin and engine air filters. After reviewing the owner's manual when I got home, I found that only the oil change, filter change, and tire rotation were required at ****** miles. The coolant isn't scheduled for replacement until 120k miles, and the brake fluid and air filters only needed inspection (with replacement if necessary). This means 5 out of the 7 services, totaling $730.35 before tax, were not required at this mileage.We believe we were misled and pressured into purchasing unnecessary services under the false pretense of maintaining our vehicles warranty, which was not accurate per the owners manual.

  

  Business Response

  Date: 10/21/2024

  We have attempted to contact this customer to discuss the situation on numerous occasions in order to come to a fair resolution.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22382184
  
  I am rejecting this response because: I would like to clarify that the Services Director from Castle ******* only attempted to contact my wife once, leaving a voicemail on October 7th. I returned the call on October 9th, but was unable to reach him, so I left a voicemail requesting a call back on my cell phone. Since then, I have not received any further contact, so I respectfully disagree with the claim that we were contacted "on numerous occasions."
  

  Please feel free to reach me directly on my cell phone (ending in 1063), or we can arrange a convenient time to speak via email. 
  
  Sincerely,
  
  ***** *** & Lingxu Li

  

  Business Response

  Date: 11/01/2024

  ***** *****, our *************** Manager, spoke with the customer and they came to a resolution.

  Customer Answer

  Date: 11/01/2024

   
  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:10/02/2024

  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.

  Purchased a used 2020 ******* Elantra GT from Castle ******* Downers Grove ** May 25th 2024 for ********. Three and a half months later a check engine light came on. Took the car to Napleton ******* Urbana IL where they initially diagnosed "oil starvation" as the cause, there was no oil in the engine, and that the engine had to be replaced. Castle ******* had performed an oil change when we purchased the vehicle (actually spent over $2k of work on car according to them) so the oil lasted those three and a half months. It appears that this is a common issue with this engine and a class action lawsuit resulted in ******* extending the warrantee of vehicles with this particular engine (********************************************************************). While I was told initially by ******** ******* that ******* would replace the engine free of charge, they backtracked and denied the engine replacement due to gaps in maintenance history as reported by ******. However not all oil service facilities report to Carfax so ******* is using this as an excuse to deny a valid claim. ******* corporate claims that sludge in the engine indicates no oil changes were made for four years. If this is indeed the case, when Castle ******* serviced the vehicle and did the oil change they must have noticed the state the oil was in as well as the low oil level. My son who is a Junior at the ***************************************, depends on this vehicle. Not only to get to work but also, as he has mental health issues, to take drives to clear his head. It is his main coping mechanism for this illness. He has not had access to this car for three weeks. Because of this, he has decided to withdraw from the University for the semester.

  

  Business Response

  Date: 10/15/2024

  We have been working with the customer to get his vehicle repaired. The Hyundai dealership in Urbana repaired the vehicle at a discounted rate. The Castle Automotive Group and Hyundai Motor America both contributed money toward the repair. We believe that this resolution is acceptable to the customer.

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22369290, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Mark Stockley

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a used as is car on Monday July 8th 2024. Since I bought the car I have had multiple issues with the vehicle. On Tuesday July 9th I was driving home and the transmission went out on me completely out of my control, the dealership agreed to replace it and did. Then in mid August while getting an oil change I was told that I have an oil leak and I should get it looked at. The vehicle started making noises while driving so I checked the oil and it was bone dry. So I filled the vehicle up with oil and called the dealer for them to look at it and they told me there was no oil leak yet there was oil in my driveway the next morning. Then On Saturday 09/14/24 I was driving and the vehicle went out on me and will no longer start or drive. I had to call a tow truck to tow the vehicle to my home because it is undriveable. I called the dealership today Monday 09/17/24 they said well if you can get it down here we can look at it but there is no promises Yet the vehicle is still undrivable and my complaint is that the dealership sold me a lemon and is not standing behind it like they should.  

  

  Business Response

  Date: 09/17/2024

  Good afternoon. This vehicle was purchased as is as shown(as stated by the customer as well in his initial ******************** complaint) The customer brought the vehicle in for a transmission concern which we verified and replaced the transmission for him no questions asked out of good will/no cost because it was purchased 2 days prior. Initial purchase was 7/8/24 with ******* miles. The customer returned on 8/26/24 with ******* miles with an oil concern in which our Master technician spent 2 hours trying to find an oil leak which was not present. As shown in our repair order we were unable to start the vehicle when it was dropped off on 8/26 for the oil leak concern. We called the customer and he told us there is a trick to start the vehicle because he added a safety immobilizer to the vehicle. It is possible that could be why the vehicle is not currently starting. We have not had any starting issues with the vehicle while it was in our possession, and for the 2 months the customer has now owned the vehicle. We honored the IL 15 day 500 mile powertrain rule by replacing the transmission, the customer has signed off an an as is transaction. Nothing more we can do on our end as we rectified and spent over $2000 on a vehicle that was purchased as is.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22295833
  
  I am rejecting this response because:
  The original ignition was put back in by ******* and the vehicle was working fine until it randomly stopped working and upon checking the oil it was bone dry and we were told there was no oil leak and now we have to go to our own personal mechanic to get this looked at and fixed if even able to be fixed the vehicle started having issues immediately after we bought it from the dealership.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/19/2024

  There was not an oil leak issue when the vehicle was purchased. The vehicle was brought back for a transmission issue which was taken care of immediately. The new issue with the vehicle is now ***** miles after the purchase. The vehicle was sold as is as shown and signed by the purchaser, there is not a warranty with the vehicle.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22295833
  
  I am rejecting this response because:
  We have recieved the response back from our mechanic and he informed us that there was an oil leak and the engine is shot and it needs to be replaced or car needs to be scraped.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have leased a 2023 Trailblazer from the Castle Auto Group at their *********************** (Castle Autoplex) location. Starting in October of 2023 there has been nothing but issues that I have tried to work with Castle and the *************** First, the car will lock up and not start; continual brake issues; transmission and shifting problems (hard motions); engine and acceleration delays; and Castle put a dent in the car the last time they worked on the car (8/20/24). Furthermore, the front technical panel has constant issues connecting with our phones. Over the past 9 months; this car has been in the dealership's service monthly. The dealership has only provided a loaner once which means a hard time for me getting to work as a widowed mother of teenage twins. I have tried to address ALL of these issues and I am met with doubt and hostility. I have had to bring in male relatives just to be listened to.

  

  Business Response

  Date: 09/09/2024

  Dear ***************************,
  
  Thank you for taking the time to share your experience with us. Im truly sorry to hear about the ongoing issues you've faced with your 2023 Trailblazer and the challenges you've encountered with our service department.
  
  I understand how frustrating it must be to deal with these vehicle problems, and I want to address your concerns as thoroughly as possible.
  
  According to our records, your 2023 Chevrolet Trailblazer was purchased on July 7, 2023. Your first service visit was on October *******, for a shift-to-park issue. Since then, your vehicle has been in for service four times over the past 14 months. I apologize if there was any misunderstanding regarding the frequency of your visits.
  
  Regarding loaner vehicles, while we have a limited number available, we strive to provide them whenever possible. If you were unable to receive a service loaner, I regret the inconvenience this caused.
  
  Ive escalated your concerns to GMs customer service and technical teams to ensure a thorough review. On September 9, 2024, GM responded to you with the following:
  
  (QUOTE)
  I am happy to discuss this further. However, two separate dealerships were unable to duplicate the concerns you are experiencing. If these concerns cannot be duplicated, there is nothing further that can be done beyond documenting these concerns. Should you have any new concerns or issues that can be diagnosed by a dealership, I am happy to assist the best I can. At this juncture, if you have any vehicle operation concerns, you will need to return to the dealership for diagnosis. As stated, there is no duplicated concern and thus nothing further the dealership can do.
  
  To address the specific issues:
  Car Locking Up (October 14, 2023): We found a shift-to-park message issue, resolved by reconnecting the transmission control module. The problem did not recur at that time.
  Brake Issues and Transmission Difficulties (December 29, 2023): The technician could not verify your concerns. The vehicle underwent a comprehensive inspection with no defects found.
  Engine Delays (April 4, 2024): We updated the engine control module software, and the vehicle functioned correctly after the update.
  Connectivity Issues (April 2024): We reset the infotainment system and resolved the Apple CarPlay issue, though some concerns remain unresolved by GM.
  Brake Squeak (August 16, 2024): The brake pads were inspected and found to be in good condition. We replaced the front brake pads at no cost to you, though we could not duplicate the squeak issue.
  Damage Claim (August 16, 2024): We reviewed footage and found no evidence of damage caused during the service. The reported damage was noted almost 8 weeks after the visit, which further complicates verification.
  
  Your satisfaction is very important to us, and I want to ensure that we resolve these issues to your satisfaction. If you have any new concerns or if there is anything more, I can do to assist, please let me know.
  
  Thank you again for your patience and for bringing these matters to our attention.
  Sincerely,

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Details: - Date of the transaction/sales purchase: 3/2/2024 - Amount of money paid for taxes/registration of vehicle: - Business provided: used vehicle purchase - Nature of dispute: refund of money paid to register my vehicle (which the dealership failed to register my vehicle as in the contract) - Did the business try to resolve the problem: yes, there was an initial attempt (but the issue is not resolved/the funds have not been returned, and the dealership is no longer responding to me nor the IL Attorney General) - Castle issued a check to the ******** DMV, but they cannot accept it and refund the remaining amount. The check needs to be re-issued to me, and I have contacted the dealership repeatedly; they have failed to respond. to me, and my complaint to the IL Attorney General.Issue does not have to do with any advertising, but it does have to do with a contract and a failure to legally and contractually, meet its obligation.

  

  Business Response

  Date: 09/18/2024

  hello.. customer lives out of state... when car was purchased with us we were processing her title and registration paperwork with the state of ********. customer moved during this process to ******** and needed it registered there instead.. resent all paperwork and checks for taxes and registration fees to customer to register vehicle.. this process took long because of moving to different state.. all is done now and customer has everything they need to complete registration. please let me know if anything else is needed.

   

  thank you,

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

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2018 ***** Accord on 15 Jul 2024 from salesman ***************************** who assured us that they were no mechanical issues whatsoever and the vehicle was certified. Less than a month later on Thursday 22 August 2024 as I was leaving work, I was unable to shift gears leaving the vehicle stuck on "Park." I was able to do a shift lock release, place the vehicle on "Drive". Once on drive the vehicle began ***ving on its own becoming extremely dangerous to drive. We turned the car off and on. Still on "Park" the vehicle was ***ving at high speeds of 3-5rpm and jerking forward. At this time, we were terrified and turned off the vehicle. We contacted a tow truck. Once the Tow truck arrived we turned on the vehicle and while on park it continued to *** between 3-5RPM. The vehicle was towed to ******* Castle Downers Grove dealership where it was purchased. Once the vehicle was at ******* Castle, we requested for a loaner. We were told that they will not provide a loaner. The runaround began. We spoke to multiple people such as Jordan in Service, ********************, ****; managers ***************** and *********************************. At this time, they would place us on hold and tell us the person we just spoke to was on a test drive, not at his desk, or on the phone. We spoke to ****** in ****************** who told us that he did not look at the vehicle and won't be able to look at the vehicle due to a babysitting issue and left. After many hours spent on the phone and emailing, they provided us a loaner on Saturday afternoon. Monday when we called for a status of the vehicle the run around began yet again. The service mechanic ****** texted us and related that he saw the vehicle when it arrived which he did not since he was not there. ****** related to us that he did not find an issue with the vehicle. I attempted to call and text to get clarification on this absurd statement with no response. At this time, we have no response; we are fearful that the vehicle is unsafe and undriveable.  

  

  Business Response

  Date: 08/30/2024

  *********************
  Executive Director of Sales
  Castle Automotive Group
  08/30/2024
  
  Thank you for bringing this matter to our attention. We take all customer concerns seriously at ******* ********************** *************, and we are committed to ensuring that all our customers are satisfied with their vehicle purchases and the service we provide.
  
  While we understand the inconvenience caused when the vehicle experienced issues on August 22, 2024, we did our best to accommodate their needs. Although a loaner car was not immediately available when the guest arrived, we were able to provide one by Saturday afternoon after making the necessary arrangements.
  
  Upon receiving the vehicle, our service team promptly inspected it. However, we were unable to replicate the issues the consumer described. We understand their concerns about the safety and drivability of the vehicle and are taking them seriously. 

  To ensure their peace of mind, we have offered to transport the vehicle to a ***** dealership at our expense for a second opinion. We believe this will provide additional assurance regarding the vehicles condition and address any lingering concerns.

  We apologize for any frustration or inconvenience this situation may have caused.

• Initial Complaint

  Date:08/02/2024

  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.

  Purchased new vehicle (july 19 2024) and it has a cracked windshield. Per **** the sales rep (and ********************* **) the vehicle is to have a brand new windshield installed (as brand new car), I set up appointment for 07/24 and took the vehicle in. they put a 'coating' on the crack (crack still very visible) as opposed to a new windshield. I voiced my complaint right then and there to **** and ** - I was advised at that time I would be called within 48 hours to set up appointment for this to be installed new. Since that time I have tried to connect with **** and the ** and neither have returned my call or tried to make this issue resolved. I should not have 6 years of auto payments on a new car with a cracked windshield

  

  Business Response

  Date: 08/14/2024

  We have reached out to the customer and have made arrangements to fix her windshield on her vehicle. 

  Customer Answer

  Date: 08/15/2024

   
  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.

  My windshield was replaced yesterday.

  Thank you for your assistance.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a used Audi from this location in February of 2024. We were insured all inspections had taken place that were required and all was good.In May of 2024, we had engine issues and error codes. We took the car to a local dealership for repair, only to find out that the engine had a tune on it, which was not disclosed to us when we purchased. We would never have purchased a vehicle with an engine modification. The dealership stated this most likely led to the engine issues. We had to do a full engine replacement.I have reached out to the site in regards to this 9 different times now. I was emailed a cover sheet of an inspection report and when I asked for the detailed report and the engine scan that's required (would have shown the tune), I was told they did not have it.I have left countless messages and emails and when I do get a person they tell me their manager will call back. I have yet to receive a call back.In addition, we have since found wear on a brake cable that needed to be replaced, the OIL was way overdue and the spark plugs were all c*** It is clear a proper inspection was not completed. While this is not a car I want knowing these factors were not disclosed, at this time we are just looking for coverage for all of the work we had to put into a vehicle for items that were supposedly inspected.

  

  Business Response

  Date: 07/20/2024

  Unfortunately, we you purchase a high performance sports car with higher mileage, there is always the possibility that over time the vehicle will experience mechanical issues. We did inspect the vehicle prior to delivery, however there is nothing we are able to do at this time. The vehicle was sold "as is", and we cannot be held responsible for issues that you experienced several months after the date of sale.