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:06/14/2024

  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.

  Castle ***** told me that my car would be repaired, and then the next day, they changed their mind.

  

  Business Response

  Date: 07/10/2024

  We diagnosed the customer's vehicle having workied with GM engineering. During the first visit we reprogrammed the radio as we couldn't duplicate customer's concern because it only happens while it rains. Customer supplied us with a video of the radio glitch issue which we sent out to gm engineering. The customer was in contact with Chevrolet customer care before even bringing the vehicle in. It is not that we wont fix the vehicle. It is something that we have been diligently trying to fix and are supplying the customer with gas for any inconvenience.

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21852885
  
  PLEASE DIRECT ALL QUESTIONS AND CORRESPONDENCE TO  MY ATTORNEYS. I CAN NEITHER ACCEPT OR REJECT THIS.PLEASE DIRECT ALL QUESTIONS AND CORRESPONDENCE TO  MY ATTORNEYS. MY ATTORNEYS INFORMATION IS BELOW. 

  
  **************************
  ******** Consumer Law Group
  888 KO-LEMON ext 2222
  *********************
  ************ facsimile
  **********************
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/11/2024

  There is nothing more that we can do at the dealership level as this is with attorneys. 

• Initial Complaint

  Date:05/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had previously filed a claim on Castle **** which was never resolved to our satisfaction. Out of nowhere the last week in March we received a call from the Manager, ********************* stating that they were going to refund us $1000. I emailed him on April 18th stating that we have not received the check and wanted to know what the delay was. He stated it should have went out, he was going to check and if it hadn't it would go out the next day and we should have it by Monday the 22nd of April. To this date I have sent a total of 3 emails and left two voicemails and have not received a response from *************** and of course we have not received a check.

  

  Business Response

  Date: 06/03/2024

  We show that the check was delivered to your home on May 21st.

  Customer Answer

  Date: 06/03/2024

   
  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. Yes that is correct, we have received the check.  I thought this ticket had been closed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Case #********- ***** from ******* Corporate has been notified and is aware of this situation. That said, this is my 3rd complaint to *******, second complaint with ****, which is now Castle Automotive in ******** Grove. 5.21.23- Oil consumption test initiated by Pugi 6.1.23- Accelerator issues present, gets towed to Pugi 6.8.23- No response from dealer, went up to dealer, told nothing was wrong with vehicle and to take it home, manager himself drove car and saw accelerator was having a problem, manager accepted that vehicle has a problem and cannot be driven off the lot, placed us in a rental car same day. 6.13.23- Dealer has no update is awaiting prior approval 7.5.23- Still in a rental car, I called the dealer myself this Morning to speak with ******************************* who did not have an update on vehicle yet. 7/13/23-I have not heard back from ******* Corporate after my email correspondence with them for an update. However, we were informed by **** that we could pick up the car and that it will still be in oil consumption testing. They had to replace the converter (I attached both receipts) and we will be taking the vehicle back after ***** miles to determine if an engine replacement is warranted. This should be done next week. Warranty approved 8.10.23 for an engine replacement and ordered that morning. I have not had an update since. I called on 10.16.23 and the representative did not have any idea of an engine and could not find any record on file. He mentioned that Pugi is now Castle Automotive so changing systems has had some impact on their records. While that is understandable, it is not the consumer's responsibility. My partner spoke with ****** on Tuesday who said he will have to see with parts and warranty. My parter called today, engine is there, warranty hasn't gotten back. We should not have to wait for another approval due to their lack of responsibility. Desired Solution:Engine should be done in one day before mid November.

  

  Business Response

  Date: 11/13/2023

  We have worked with the customer to resolve her concerns. All the work was performed to her satisfaction. We installed the new engine within her timeframe and she now has the car back, completed. 

  Customer Answer

  Date: 11/14/2023

   
  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:06/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2023 Chevrolet Equinox on April 11th, 2023. That evening looking over my contract I was disturbed to find out how much I had been charged for an extended warranty and a prepaid service contract. I returned to the dealership the next morning to request cancellation of the extended warranty and the prepaid service contract. I was given a blank cancellation form from a different warranty company and told they would take care of it and sent me on my way. On Friday, April 14 I returned to the dealership for the third time requesting filled out cancellation form. I received the proper cancellation form and went on my way. I called the warranty company over the next couple weeks several times and they had not received the cancellation form from Castle Chevrolet. I overnighted a copy of my cancellation form and I also scanned it to a PDF and emailed it to the extended warranty company. On April 28th 2023, according to the warranty company, both the extended warranty and the prepaid service plan were canceled and refunded at 100% and the funds were credited back to Castle. It has now been 7 weeks since I first requested cancellation and 5 weeks since the products were canceled. In an effort to avoid paying finance charges on a product that I did not want, I was forced to pay off the vehicle to avoid finance charges, creating a financial hardship to myself and my family. Castle Chevrolet has $4,500.00 of my money and I would like it refunded.

  

  Business Response

  Date: 02/14/2024

  Here are the documents showing the customer complaint for ********************* for ******************** is resolved.

   

  This customer was refunded on June ******* and is resolved.

   

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 20132792
  
  Correct, after filling a complaint with the ******** Attorney General my money was returned.  I'm not sure why it took until the middle of February for Castle to respond to a complaint filed almost a year ago.  This was the most unpleasant automobile purchase of my entire life.  Yes my situation is resolved but only under the threat of litigation so definitely not satisfactory in my opinion. 

  

  Business Response

  Date: 02/15/2024

  While I agree it this should not have gotten to the point of needing to go file a complaint,  once we received the complaint from the ** we promptly handled the issue and refunded the money.  There were definitely mistakes made on our part but we did resolve the issue once it was brought to our attention.   The person who was handling our BBB account never did respond to any complaints and is no longer with the company.   We apologize for any inconvenience and will do our best to be better in the future.

   

   

  Customer Answer

  Date: 02/15/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Castle ********************* has purposefully refused to respond to my written *** verbal communications over the past few months in order to prevent me from canceling and obtaining a refund on a fraudulent warranty that was sold to me when I bought a 2022 **************** PHEV in October 2021. I was never provided any documentation showing proof of coverage and forced to buy the warranty to complete the sale. Now they wont let me cancel despite stating that warranties can be cancelled at any time. Every time I call the dealership, I am transferred to a voicemail box and my call is never returned. Same with email correspondence.

  

  Business Response

  Date: 03/07/2023

  *************************, 

   

  Your complaint that was filed under ********************* was replied to in the past.  I have reached out to you to try and resolve your complaint with **********************  I have also stated the the warranty is refundable.  Since you are unable to contact me and you call me back, I can supply you with the number to cancel the warranty by calling ************************** ************.

   

  We would be glad to help you with this if you would like.  You can reach me at ************

   

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

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

   

   

• Initial Complaint

  Date:11/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 29, 2022 I leased a 2023 ************* from Castle *** in *******, **. The sales manager and I agreed to the online advertised price of the vehicle, which was $53,135. Once I returned home, I reviewed the lease agreement and discovered I was overcharged by $8,531 for the vehicle versus the price I negotiated with the sales manager. The "agreed upon value of the vehicle" on the lease agreement was $61,666, not the $53,135 that we agreed upon.When I contacted the sales and finance managers about the issue, I was told that I was misunderstanding the paperwork and that the "agreed upon value of the vehicle" includes "all cash in the deal", including my down payment. This inflated the Gross Capitalized Cost of the vehicle and thus affected my lease payment and lease balance.I tried explaining to both parties that the Gross Capitalized Cost is supposed to be the purchase price of the vehicle plus any taxes and fees, but does not include the customer's down payment, but they refused to listen to me. Ultimately, they agreed to take the vehicle back and cancel the deal, but refused to admit any wrongdoing or correct the mistake in the paperwork.I returned the vehicle on November 4, 2022 and was informed that the deal would be canceled and that I would be mailed my $6,916.52 down payment (minus a $295 deal cancellation fee) and that the lease would be reversed accordingly.It is now November 15, 2022 and I have still not received my refund check, nor have they taken care of the lease with *** ******** which shows that I have a payment due 12/1. I no longer have the vehicle in my possession and they have it listed for sale on their website (https://www.castlekiamchenry.com/VehicleDetails/new-2023-***-Telluride-SX_P_X_Line_AWD-*******-**/5463921360).This is a pretty clear case of fraud and should be investigated fully. I need this to be resolved before it impacts my credit. I am including copies of the lease agreement, the payoff, and the price of the car.

  

  Business Response

  Date: 11/21/2022

  ****************, 

   

  We would first like to apologize for any misunderstanding about your flat cancellation lease your agreement.  It important that you understand that a lease agreement and a retail purchase are not the same.  Our goal is to not have an upset customer and that is why we allowed you to cancel the lease.  With that said I have attached a copy of the refund check that was processed, a copy of the lease payment that you agreed to, a copy of the declined services and a copy of the notification to flat cancel the lease agreement. 

  Again, 

  I would like to apologize for any misunderstanding.

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

  General Manager

   

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18410121
  
  I am rejecting this response because:

  
  

  Primarily, because the lease is still showing active with Kia ******* with a payment due 12/1. This matter is not resolved until the lease is cancelled.

  
  

  The flat cancel request form states directly on it that you are not allowed to pass the cancellation fee on to the customer, however that was done in my case as I had to pay $295 to cancel the deal.

  
  

  I have leased 3 other vehicles in the past, I hold a ************************ B.S. degree and I worked for a bank for 11 years. I know the difference between a lease agreement and purchase agreement and I know that gross capitalized cost does not include the customer's down payment. Instead of dealing with the issue at hand, you wish to argue that I agreed to the payment amount.

  
  

  How much did that Auto ****** service cost? I was told it was included in leases, is that not the case? Was this the source of the $8,531 difference between the negotiated price and the "agreed upon value of the vehicle"? If the $61,666 value is accurate as you all claim it to be, why has nobody been able to provide a breakdown of how the price went from $53,135 to $61,666?

  
  

  There is no "misunderstanding" here. Your sales and finance managers tried to conceal $8,531 in additional costs and then lied to me when confronted about it.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/23/2022

  ****************, 
  

  I will follow up to ensure that the lease has been cancelled.  

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18410121
  
  I am rejecting this response because:

  
  

  The lease is still open. It has been 26 days since I returned the vehicle and the lease has not yet been canceled. I now have a payment due tomorrow, 12/1 on a vehicle I don't own.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/01/2022

  ******,

  We understand and we are waiting on *** to inform ** that the lease has been cancelled.  I was told they would let me know either tomorrow or Monday.  

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

   

   

   

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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.

  Sold my vehicle to Castle CDJR in **********, **. Was told payment would be mailed to me in approximately 5-7 days. Its now been over 2 weeks and I have not received payment. Have called and emails several times and nobody will give me an answer. They say theyll forward my message on but nobody ever responds. Meanwhile, they have my vehicle listed on their website for sale.