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:07/17/2025

  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.

  I purchased a used 2015 Land Rover Range Rover on January 11, 2025. At the time of sale, the Bill of Sale noted no defects with the vehicle. However, within a few days, the car showed signed of significant issues. Over the past six months, I have repeatedly returned the vehicle to them to fix as the engine is defective, rendering the car undrivable. They have refused to provide me with a replacement vehicle or refund me, and have charged me thousands of dollars in repairs that did not fix the car.

  Business Response

  Date: 07/19/2025

  Dear BBB
    ******* purchased a Land Rover Range Rover from Luxury Automax, with no known issues affecting the engine at the time of sale. Several months after the transaction, the vehicle experienced an engine-related issue. Although no warranty obligation existed, I voluntarily contributed 50% toward the engine repair, amounting to $2,500 out of pocket.
  In addition, Luxury Automax covered the full cost of a suspension repair totaling $2,000, further demonstrating our commitment to customer satisfaction and good business practices. The mechanic who performed the repairs stands fully behind his work and remains available to address any concerns or follow-up issues related to the repairs.
  While the vehicle was undergoing service, we also provided Mr. ******* with a complimentary loaner vehicle for his use, at no additional cost. At every stage, Luxury Automax acted responsibly, fairly, and in good faith to support and assist Mr. ******* well beyond any legal or contractual obligation.
  
  Thank you
  ***** ******
  Sales Manager 
  *************
  ***************************************
  
  

• Initial Complaint

  Date:12/11/2024

  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 December 5, 2024, I traveled to ******* ********, by train to Luxury AutoMaxx to look a csr that was advertised online at ********, for the Purchase price of $5,550. Upon arriving the lady at the desk handed me the keys to the car and instructed me that the car was in good shape like the ad had instructed and that the previous owner had kept it in good condition and that the owner had done work on it also. So i took the car fir a test drive and upon pulling out the car lot, I noticed that the steering wheel was wobbly and wasn't letting the car shift of steer right. so I turned the car around and returned the keys informing her of the problem and she told me that she would inform him. While in a **** headed back to the train station he called me a couple of times and then texted me informing that he checked the car and it needed 4 tires and also a wheel alignment and that would fix the problem. he agreed to fix the matter if i would come back and he would take off 300 dollars. So i returned with the promise of the car being fixed. When I arrived he said he needed to change some things on the cars listing and that I would have to pay for 2 of the tires in which was $150.00. He then told a employee to take the car to get the tires, but before leaving the employee called him to the back and told him he needed to see something and showed him the problem. After waiting 2 hours he returned with the car I was given the keys and as i was leaving the check engine light came on. I called him and he came out and put the code reader on the car and he showed me only a 02 sensor code. he said it could be fixed and he would send me the part. Well as I drove about five minutes the steering wheel started doing the same thing, then as I drove on the highway it gave out completely I called him repeatedly and texted him before getting a call about an hour later and he informed me he didn't know about the situation. I went to have the car checked and it came up with 12 other codes. 

  Business Response

  Date: 12/12/2024

  Hello ***** & BBB,
  First I would to say I am sorry you feel that way. The vehicle you bought is a 2006 Hummer H3, some natural wear and tear is expected. To account for the issues, I applied a $500 discount to the price. Additionally, *** already covered the cost of two tires and am still committed to assisting with any necessary parts.
  
  The engine and transmission are in excellent condition, which are the most critical components. Regarding the wear and tear on the rubber parts, I'm not entirely sure what you're referring to, but I'd be happy to work with you to address the situation. I will be sending you an oxygen sensor, and if you'd like to come back to the shop, Im willing to split the cost of the bushing repairs.
  
  Please let me know how you'd like to proceed.
  
  Best regards,
  Jason 

• Initial Complaint

  Date:07/10/2024

  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.

  Dear BBB,I am writing to bring to your urgent attention a significant issue with the vehicle I purchased ******* Rogue Sport 2017) from ***********************, Luxury Auto Maxx on 4/26/24.Upon reviewing the promissory note, I discovered that it lists an incorrect vehicle name. Specifically, the note indicates 2019 ***** CX-5, whereas the actual vehicle I purchased is a ****** Rogue Sport. This discrepancy is of great concern and raises questions about the validity of the financing agreement.Furthermore, the vehicle I purchased has a faulty transmission right after I purchased it , which was not disclosed at the time of sale. Despite the contract stating that the Illinois law requires dealerships would fix any major issues, including the transmission for 15 days or 500 days after delivery, but they have refused to honor this commitment. This violates the contract and is a breach in the contract. Additionally, I was charged a $350 fee that was not disclosed in the documents provided at the time of sale, violating the Illinois Consumer Fraud and Deceptive Business Practices Act. Along with these violations I the dealership also acted in misrepresentation and fraud under the Illinois Consumer Fraud and Deceptive Business Practices Act.If the dealership claimed that every car was inspected and in good condition, but sold me a car with a known major issue, this is a misrepresentation or fraud under the Illinois Consumer Fraud and Deceptive Business Practices Act. The seller provided false and misleading information about the ******* Lastly, the dealership violated the Illinois Automotive Repair Act because the dealership undertook repair work without providing a proper estimate and without fixing what they said they would, which was the transmission.They took my vehicle in, lied and said they fixed it and no work was done and did not provide a written estimate and disclose details about parts and labor costs. I have attached all of the evidence.

  Business Response

  Date: 07/13/2024

  Hello BBB,
    ******* purchased a 2017 ****** Rogue 04/26/2024.  She traded in a 2018 Kia ***** which had negative equity. We applied the negative equity to the new vehicle.  She brought in her own Navy ******************** check. She test drove two vehicles a 2017 ****** Rogue and a 2019 ***** CX-5. She drove the vehicle with her father and after they discussed which one would work better for her, she went with the 2017 ****** Rouge because it was $5,000 less expensive.  After a few weeks she reached out to me and told me she had an issue with the ****** Rogue. That was after 15 days and 500 miles regardless I would help any customer of mine there is no time limit. She tried to switch the 2017 ****** Rogue for the 2019 ***** CX-5 and we worked up the new numbers and sent the new numbers in to Navy ********************.  The ***** CX-5 cost approximately $5,000 more.  Navy ******************** said she was capped at the $21,746. Which -$5,750 of that was for her Kia ***** being paid off.  Then ******* wanted me to give her the 2019 ***** CX-5 for an even exchange for the 2017 ****** Rogue. I told her that was not possible because the 2019 ***** CX-5 cost more.  So instead we fixed the known issues with her ****** Rogue.  Everything was good for a month and half and I have not heard from her. This week I have received 3 fake reviews from her. She contacted IGA, BBB left reviews on ****** and yelp.  She has not tried to reach out to me or call me. Even though she slandered my name I am still willing to work with her and help her out with whatever she needs.  I need her to cooperate and just be respectful. I cannot give her a refund because her trade-in which was part of that deal has nothing to do with me.  If she wants her to trade her 2017 ****** Rogue in for another vehicle I have no issues with that. Navy ******************** already said No so it would have to be another option.  If she wants me to repair the vehicle I have no issues with that as long as everything is fair and reasonable.  Last time she wanted me to give her $5,000 for free which is not practical.
  Thank you
  ***********************
  Sales Manager
  **************
  ****************************** 
  

• Initial Complaint

  Date:06/26/2023

  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.

   
  Complaint: 20236954
  
  I am rejecting this response because: it was not told to me until it was too late and they played were expiring and there was also no attempt to help me in rectifying the issue
  
  Sincerely,
  
  *******************************registered solved ASAP

  Business Response

  Date: 06/26/2023

  Hello BBB

     There is a lien holder on this vehicle. So there is process to prefect the lein. We waited for VIN CHECK for the *************. We sent the paperwork to the CENTRAL OFFICE TITLE PROCESSING @ **************************************************************  Everything is being process by **************** and they told there is process and they are backed up.  It is out of my hands if there is anything else I could do please feel free to let me know. 

  Thank you

  Business Response

  Date: 07/09/2023

  Hello ****** & BBB
    I have been trying to reach you, but you must have me blocked.  I was trying to reach you and give you a loaner until ******* gives you a title. I reached out to BMV, and they told me it will be prioritized, and they will have your title Tuesday on 7/11/2023.  Please you have harassed me and complained to 10 different agencies.  I do not know why you are attacking me for ******* slow process of completing you title.  And the *** check was never verified that was why they originally sent the paperwork back.  The *** check is your responsibility, but I took care of it any way.  Please I do not know what more to do then pay for loaner so you could stop harassing me.  Please feel contact me so we could work out a resolution and by Tuesday you will have your title.  

  Thank you

  Customer Answer

  Date: 07/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I do not wish to have any further communication with the business because I had to go through all of this reporting to different agencies to get any response back so I do not accept the resolution theres nothing they can do for me that they shouldnt have already done before the complaints
  
  Sincerely,
  
  *******************************