Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Ram truck broke down and I took it to the dodge dealership in Princeton Illinois that diagnosed the truck and said that I needed a new fuel pump which my insurance company said okay upon applying the fuel pump the car still wouldn’t start they then Re diagnosed the truck again and said it need a fuel actuator will my insurance didn’t cover and would have to come out of pocket which was 1,100 plus labor I said okay after installing the actuator vehicle still did not work so they Re diagnosed the vehicle again and sent my insurance company a invoice stating that they needed to change the entire fuel system which was 31,000 my insurance company had to escalate this situation because this was the third diagnostic they gave and still the truck was not running this took total of 5 weeks that my work truck was in their facility misdiagnosed 3 times so I had to pay out of pocket for actuator and I was able to get my truck and take it to a more professional ***** dealership in ******** ******** which I had to pay for towing also when we arrived to pick up truck it was leaking diesel fuel because they had not put all the components back together we videoed and towed it anyway at this point at **** arriving at ***** in ******** attendant **** noticed that several parts had not been put back together and they had just left a box of parts on the back seat of the vehicle.

  

  Business Response

  Date: 04/11/2025

   The complexity of the vehicles today makes it very challenging to diagnose some that have multiple issues causing the concern.  This customer was towed in with a crank no start concern. The tech looked at the vehicle, and found no fuel pressure to the high pressure pump.  This being a diesel truck, it has 2 fuel systems, a low-pressure system and a high-pressure system.  We contacted his extended warranty with the findings and estimate they approved replacement of the low-pressure pump.  Tech installed a low pressure pump, and the truck now has fuel to the high pressure pump. Tech tried to start the vehicle but still would not start. Tech then proceeded to diagnose the no start concern per Chrysler diagnosis chart.  Which led him to the high-pressure fuel pump actuator being bad.  Contacted customer’s extended warranty with an estimate and they said that part was not covered.  Contacted the customer and informed him that his extended warranty does not cover this part. That he would need to pay out of pocket for this repair.  Waited a couple days before getting approval to replace part after talking with Customer and extended warranty several different times.  Customer approved replacement of part.  Tech installed a new part and tried to start the vehicle again and the pressure was 230psi and the computer was commanding 9,000 psi.  Tech again diagnosed vehicle per Chrysler diagnosis chart.  Tech removed the fuel rail and inspected found metal debris on the fuel pressure regulator from the high pressure pump.  Called extended warranty and they wanted pictures sent over.  They did not have an inspector that could come out to look at the vehicle. Sent in all the pictures they requested with the estimate to replace the high-pressure fuel system. Due the the extremely high cost of parts the extended warranty adjuster said it would need to be escalated to people higher up.  We called the customer and informed him that the warranty company was going to have to do an internal escalation process.  We waited several more days for a call back from the extended warranty that told us due to what looks like commercial use the claim was on hold.  Until the customer could verify it was for personal use.  The customer verified that it was not for commercial use, and then the extended warranty contacted us again and went over totals. The extended warranty was going to source the parts after the approval process was completed.  We received a call several days later saying that after reviewing the customer has a limited Liability warranty and the extended warranty would only pay $10,000.00 towards the repair as that is the monthly cap. We contacted the customer and explained that the warranty would only pay 10,000.00 for the repairs and he would be responsible for the remaining balance for the repair. The customer declined the repair and said he was going to come get the truck. We boxed up the parts we took off because customer did not want to pay to reinstall parts. Customer came and picked up the vehicle with a truck and trailer, and paid his share of the bill which was $922.41. 
  
  
  
  
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  ****** *****
  Service Manager
  Princeton Auto Group

• Initial Complaint

  Date:03/17/2025

  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.

  see Attached document

  I purchased a 2022 Malibu from Princeton Chevy. The steering wheel was not true. Princeton Chevy did a "we owe" sheet. Alignment and front license plate. The car went back the following Wed Feb 19, 2025 to straighten the wheel and align the newer car i paid 19k for. So I left it still was not correct. I called back to Princeton Chevy I asked for the manager, ******. ****** sent a truck with his employee to exchange in ____, IL. I explained to the employee the steering wheel issue. I asked him to text me if he indeed noticed the steering wheel was not true - so the 2nd alignment was not enough to straighten the Malibu or the steering wheel was not center. I did not wish to return to Princeton a 3rd time. I spoke to the service manager, *****. I told ***** its going to ****** for a full alignment. If the alignment needs fixed Princeton Chevy pays for the proper alignment. I've enclosed the alignment paperwork. The entire car was out of tow!

  

  Business Response

  Date: 03/20/2025

  Customer contacted us about the alignment and we did go pick up the vehicle and left a loaner for the customer to use. After completing repairs we contacted customer and one of our service advisors drove the vehicle with the customer to verify that he was happy with the alignment. The Service Writer stated the after driving with the customer Mr. ******* stated it drove perfectly and he was extremely happy with how it was driving. Customer took vehicle home and several days later called to say he took it somewhere else and wants us to pay the bill without giving us a chance to inspect and repair the issue. Mr. ******* was told at that time we would have to look into the issue and asked him to send the bill over. After reviewing the documents and comparing them to ours we needed more information. We contacted the shop that did the last alignment 2 times but was unable to speak with someone. Normally in these situations we would like the opportunity to correct any issues in house and not pay other shops. In this case we want to make the customer happy and we are going to take care of the other shops bill. 

• Initial Complaint

  Date:02/06/2025

  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.

  Back in December I purchased a 2016 Range Rover. I asked if it had any oil leaks and was told no that there five star mechanic says it’s safe to drive. From day one I keep smelling burnt oil and thought they got some oil on the engine from the oil change they said they did. Day 8 of owning it I took the engine cover off and at the bottom you can see where oil been leaking and puddling up because of the skid plate was holding the oil from dripping. So I contacted the dealership and they laughed at me and said I signed a as document saying it’s a used car and used car leaks oil. Remind you I only signed it because I was told by the dealership salesman that it doesn’t leak any oil at all and I have it in writing.I asked them to fix it and they declined to make good on there word. I also took it to a Land Rover dealer to have it inspected. The rear tires didn’t pass, front end has parts that need immediate repair and the leak is coming from a cam seal. $7800 in repairs needed. I have filed a complaint with state attorney general as of yesterday the dealership has not responded to there request. I would never thought a franchise dealership would do business this way.

  

  Business Response

  Date: 02/07/2025

  This si what we sent to the Attorney General in response to this situation. 

  Princeton Auto Group has an A+ rating with the Better Business Bureau since 1997. We strive to make every transaction a success, and every customer a family member. Unfortunately, sometimes we do business with individual that may be unrealistic and not always truthful as to how the sale progressed and after facts.
  
  Mr. ****** ****** purchased a 2016 Land Rover from Princeton Chevrolet/GMC on 12/20/2024. His purchase encompassed multiple weeks of negotiating on both price and reconditioning of the vehicle, to include 3 millimeter paint imperfection in the hood of a 9 year old SUV that was repaired to satisfy his wants and needs. Mr. ****** agreed that the amount he purchased the vehicle for was the lowest in cost and the highest in condition of the vehicles he had viewed in the following weeks. His words to the sales associate (******* ****) was, "I cannot get that car out of my mind" prior to making the purchase.
  
  The following text was recieved from ****** ******:
  
  -Folks you guys lied to me on this Range Rover! I asked if it had any oil leaks and I was told no. I again asked if there were any inspections done by your mechanic and I was told there were no issues. After I got control of the car I kept smelling oil so I popped the hood and seen this! Is this what your dealership does to sell a car? I will seek legal advice on this matter!
  
  -I only had the car for 10 days! Either fix the issue if too exspensive send it to auction and find me another used car! That's what I am asking let try to work it out so neither one of us have to pay for a lawyer. I do have the text stating no oil leaks!
  
  
  
  *Standard operating procedure at this dealership, as well as the majority of dealerships, is to "Cease and Desist" to avoid any further damaged the dealership.
  
  Mr. ****** INSISTED on a manager reaching out via phone call. Wich I did.
  
  -The first thing I informed Mr. ****** is when he had text our staffmember (******* ****) that "I will be seeking legal advice on this matter" I can no longer help him, and he would not be allowed back to the dealership due to a violation of trust. He wanted to retract that statement and to move forward with investigating repairs at the dealerships exspense. I informed him that he made a legal transaction of a vehicle and signed a "As-IS" form as well as read to him verbally the explanation on such form reagrading specifically oil leaks and normal seepage. He wanted to inform me of the "Lemon Law" and how it protected him in this scenario. I had corrected him and expounded how the "Lemon Law" pertained to NEW vehicles and how the law was written and what it entailed. Mr. ****** then led down the road of the Illinois State "Implied Warranty". Again, I corrected him and again expounded the protection he DID have under this warranty, but it did not pertain to an external oil leak or normal seepage. I had an uneasy feeling speaking with and reading Mr. ******** text to our staff member over the following weeks of his transaction. So, I took if upon myself to do some basic investigation. It seems that Mr. ****** may have previously tried to deceive and cause monitary harm to businesses in his past leading to his Federal Judgement. The following documents will be attached to this email that lead me to believe he is a person of low trust.
  
  In short, Mr. ****** purchased a very safe, relieabel vehicle in exceptional conditon for it's age at an incredible value. Typlically, Princeton Auto Group would love to come to an amicable agreement to keep the customer-dealership relationship intact. But, in this case, we are not interested in his business due to lack of trust on his part.
  
  ***** ** ****** Salesmanager Princeton Auto Group

   

  Customer Answer

  Date: 02/07/2025

   I am rejecting this response because:
  Back in 2006 I filed for bankruptcy then in 2008 my house burnt down from the fireplace. After I filed my insurance claim and went through the process listing all the items I had in my house. The insurance company pulled my bankruptcy filing and a lot of the items were not listed. Naturally they questioned the items I didn’t have listed on bankruptcy papers. When filing my attorney told me I didn’t have to list every item just a few. So we went to court and I to plead guilty for bankruptcy fraud . If I didn’t then that gave the insurance a reason to deny my claim and I would have no money to rebuild my home and replace my contents. Afterwards I paid the bankruptcy court back the full amount I filed on. If you want to hold that against me then that’s your privilege! I have pictures of the oil leak and paperwork from a Landrover dealer. At this moment all I want is to have the oil leak fixed by a Land Rover dealer. If we continue onto next phase then I’m going to ask everything get fixed. They want to provide a buyers agreement but they failed to mention I have a copy of the communication with the salesman stating that the mechanic said no oil leak at all so that is why I signed the agreement. Never thought that the dealer would be dishonest. 

   

  
  

  Customer Answer

  Date: 02/10/2025

  Here is the communication with the salesman! Also it’s sounds like they are discriminating against me because I been to prison. That they do not want to do business with my kind!

  

  Business Response

  Date: 02/12/2025

  As stated before, Princeton Auto group is an A+ rated company by the BBB. The facts state Mr. ****** signed a document agreeing to take delivery, and legally purchase a vehicle that was market and verified by him in "AS-IS" condition.  The vehicle was on our lot showing no "leaks" and at his home for up to 10 days with no complaint of leaking, as well as his and our inspections BEFORE he took delivery.  Again, normally our dealership would love to keep a customer/dealership relationship in-tact, but do to how Mr. ****** brought words such as "Legal" and "Attorney" into the conversation, we have no choice to cease and desist due to further exposing the dealership to harm.  

  Customer Answer

  Date: 02/12/2025

   I am rejecting this response because:
  For one it would not drip on the payment because there was a skid plate upfront holding the oil in the bottom of it. Secondly I signed the agreement because I was told there was no leak. If anyone committed fraud it was the mechanic and ******* the salesman telling me no oil leak. Third the car also had front end issues and 2 tires not passing inspection. There five star mechanic should have disclosed. I’m know also going after the dealership for discrimination! Stating they would have fixed the issue but since I been to prison the dealership doesn’t want to do business with my kind. I have filed a complaint on this with Chevy corporate. They have been in contact with me today. So now it’s either repair all the items that Landrover found or purchase the vehicle back. I also told Chevy this today and I won’t push the discrimination issue.
  
  

  Customer Answer

  Date: 02/12/2025

  The buyers guide they provide is blank! Where is the one I supposed have signed with all of this information? The copy that they mailed me doesn’t show all of this! I have pictures of the dirty oil puddle up front of the engine. I documented everything starting the ninth day of ownership. The reason I didn’t inquire sooner was I thought it was spilled oil from the oil change that they supposed of have done. The manager wanted to cry about the paint touch up but I drove 2 hours to look at the Range Rover and it was up on the rack getting new battery. The hood had 2 spots down to the primer. I asked ******* what is this I thought you said there was no scratches . She replied that it wasn’t there before. That day I also asked ******* for a copy of the inspection by there mechanic. I was told that they didn’t have one so I’m going off there word. The buyer agreement was signed by me under the condition that it didn’t have any oil leaks. If they told me yes I would never have signed it or if they have told me it’s a used car and used car has oil leaks. I would never have signed or purchased the vehicle. I gave them the chance to fix it or buy the vehicle back and send it to the auction because I do know how expensive repairs are on Range Rover. I gave them multiple chances to fix the oil leak only even after I had the car inspected. How does this make it I’m trying to commit fraud against the dealer? Now the dealer is discriminating against me because I been to prison! Would normally have come to a agreement to maintain a relationship but not interested in having my kind as a customer. I would of have the repairs done and paid it out of my pocket if they were willing to work with me. That’s not a option any longer! Better Business Bureau should down grade their rating! I believe I have provided proof I was deceived by the dealership.

   

  Customer Answer

  Date: 02/12/2025

  The buyer agreement that they provided to you and attorney general is blank. The car was delivered to me by a retired salesman and I signed the paperwork with him. He took the paperwork back and then the dealership sent me the copies in the mail. In my packet I do not have a copy of the signed agreement that they provided blank to everyone. I would like to see a signed agreement with my initials on all pages with that agreement. Usually dealers will have you initial the pages so that they can say you seen it and read it. I may have but I don’t remember all of the pages so I would like to have a copy of the agreement I signed. This document I included is the only document I signed that says as is in my package.

  

  Business Response

  Date: 02/14/2025

  In above line #1, the customer states the vehicle was NOT dripping oil on vehicle delivery.  In his sentence labeled "Secondly" please refer to his Line #1 again, where he says openly "THE VEHICLE WOULD NOT DRIP.  Regarding his statement labeled "Third" regarding front end tire wear,  (something that has not been brought up previously) the United States department of Transportation states: Minimum tread depth of 2/32 on tires tread depth, witch this vehicle had upon delivery revealed at inspection, and may still have today.  Regarding the allegation of  "discrimination," this is a mere impossibility since the transaction and delivery of the vehicle occurred BEFORE the ****** search led us to Mr. ******** past.  The determination to not do business with Mr. ****** was determined very early on with his INITIAL text regarding him seeking an "ATTORNEY" and "LEGAL ACTION".  A time line can be determined very rapidly to unveil this.  Further more: if Mr. ****** has "Misplaced" his copies of the legal documents where he has signed purchase agreement stating he bought a car legally and "AS-IS," we would be glad to provide him, and well as anyone else that has a need and MR. ******"S CONSENT,  to see these standard documents.   Again, Princeton Auto Group is always wanting to keep the customer/dealership relationship in-tact. But, when the customer threatens the dealership with legal action, and now threatening to make false allegations to our manufacturer, you can see why Princeton Auto Group has chosen to retract our help in resolving a possible oil leak after the delivery of an "AS-IS" vehicle.  

  Customer Answer

  Date: 02/18/2025

  That’s not the copy of the buyer’s guide that they said I signed. This is the purchase order! Please provide the signed Buyer’s Guide. 

  

  Business Response

  Date: 02/19/2025

  You are correct! You signed a copy of the purchase agreement upon delivery that states you purchased the vehicle "AS IS".   You read, as well as I read to you the verbage on the "Buyers Guide" (Before I was hung up on) since we are governed by law to have one in every vehicle.  So, you not only SAW the Buyers Guide stating the vehicle being "AS-IS", but also signed an "AS IS" agreement that was part of your LEGAL PURCHASE of an "AS IS" vehicle.  Again, Princeton Auto Group is an A+ rated dealership with the BBB.  

  Customer Answer

  Date: 02/20/2025

  The buyers guide you said I signed that state used car has oil leak I never saw or believe I never signed so please provide the signed buyer guide. The as is was signed under pretense of the salesman stating the car has no oil leak. That’s why I signed the as is . That’s why I never at first asked that the two rear tires to be replaced or front ball joints be replaced. I never asked and it would fall under the as is. All I’m asking is you reimburse me for the oil leak. I’m taking it down to the dealership Friday and dropping it off to get fixed. They sent me a 20% off coupon. When I was at the dealership to look at the car it was up on the lift and you delivered the car.