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:12/08/2024

  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.

  Purchased my car less than a year ago and have had a lot of issues with car. The car started smoking within 2 months of being purchased and needed a part to buy a part to pre rent it from over heating. I have gone back for the diesel exhaust filter lights to be turned off. I dropped off my car a month ago for the diesel exhaust pipe to be completed and I still dont have my car back. Im very concerned and need my car or options for a car.

  

  Business Response

  Date: 12/20/2024

  The problem accrued after vehicle was purchased and was driven for thousands of miles. Client brought the vehicle to our service department for repairs. We are currently in contact with the client, and are waiting for her to supply us with the part, so we can perform the necessary repairs.

• Initial Complaint

  Date:08/23/2024

  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.

  It's been a couple of weeks now, and Luxury Car Outlet guys have all gone very quiet on *****, I'd like to remind all of you original statements that I heeded when we first entered into this sale."There are no issues with this vehicle!" On the strength of that, and a seemingly impeccable review by the Chicago Better Business Bureau, I wired the purchase price. I received the vehicle to my home address, and my first impressions were not good.Along with the car, came the title and a receipt showing "NO warranty". I was very surprised by this, considering I had already wired you $63,000. This is the first I'd heard about this 'warranty' idea. The cowling/shield under the engine was on the back seat. The driver told me it fell off on the journey.I started the engine, and the 'check engine' light came on. You know the result of that. I sent you the bills. Weeks of messing and trying to find a repair shop capable of dealing with this.An air pump dealing with emissions had failed. So vehicle failed the *** inspection. Huge increase in fuel consumption.Fuel Cap Actuator not working, had to manually press it from inside the trunk.Hazard Lights not working. Another reason fail ***** inspection.Steering column would not go up and down. Total replacement of column required.Air conditoning system was not working.The interior was very grubby. Numerous wiring problems. - especially failed *** inspection. You sent it me knowing it would fail an inspection?And the saga goes on. It has cost me over $15,000 to fix all this.I have asked how they intend to deal with this, and the answer seems to be, that they ignore my phone calls and emails.

  

  Business Response

  Date: 09/18/2024

  Hello,

   

  We have been in contact Mr. Caswell, since he first contacted us regarding a check engine light. We also agreed to help with the repair and helped him find the repair shop that is close to him. when we discussed the repair we had told the shop that we would supply the parts for the check engine repairs, but the shop said they already bought the parts so we agreed to pay $3000 towards the repair. Mr. Caswell kept adding a laundry list to the repairs. I understand if he wanted to make his used car perfect , however we did not agree to any of the desired improvements. We are ready to send the money ($3000.00) to the shop when requested.

   

  Regards,

   

  Customer Answer

  Date: 09/21/2024

   
  
  Complaint: 22187707
  
  
  
  I am rejecting this response because:
   
  There were several things wrong with the vehicle initially.
  Firstly, before I sent them the money, they told me “There are no issues with this vehicle!”  As the vehicle was taken off the delivery truck, I was shown this huge plastic cover from under the engine. It had fallen off on the journey.
  I asked -
  To: brandon luxurycaroutlet.com<http://luxurycaroutlet.com/> <http://luxurycaroutlet.com/>?Subject: Re: Bentley
  What happens if there is a problem with the car? Are there any assurances you can give me. It's sight unseen and I notice you have an A+ BBB rating which is comforting.
  Their reply -
  luxurycaroutlet.com<http://luxurycaroutlet.com/> <http://luxurycaroutlet.com<http://luxurycaroutlet.com/>> <[email protected]<mailto:[email protected]> <mailto:[email protected]>> wrote:
  There are no issues with the car as we are a full service dealership with our own service facility with a Bentley Certified Technician. You can have it
  serviced by a VW or an Audi dealership but I would recommend the Audi
  dealership since they have similar current models and VW has not offered
  a W12 Cylinder car in a long time. Once the funds and paperwork is
  received the car will be dispatched in 24-48 hours and usually a driver is
  assigned once the order is dispatched then you have normal travel time so
  turn around time is about 5-7 days once we receive funds.
  
  I noticed the check engine light was on as soon as I got in the car. My FIXD OBD scanner reported -P0492 - 2nd Air Injection Not Enough
  Severity - Moderate?Description - Your Secondary Air Injection System inputs additional air into the exhaust stream for emissions purposes.?Consequences of Continued Driving - Reduced MPG, Reduced power
  I also noticed at that time the Hazard Lights didn’t work. Another reason to fail the DMV.
  The result of this was the vehicle FAILED the DMV inspection.
  The a/c system didn’t work.
  The Fuel tank cap would not open. I had to open the trunk and physically press the actuator to gain access.
  The trunk would not open and close correctly.
  The interior was very grubby, I had to shampoo the headlining.
  The steering column had to be completely replaced, as it would not operate in the tilting position, making the vehicle difficult to drive. This repair by The Little Speed Shop alone cost $3519.
  LCO’s rep Phil told me to take it to a local (Rochester NY) Audi dealer (a friend of Phil’s apparently), but they refused to help me after several weeks of talking.They recommended The Little Speed Shop, who thankfully had the expertise to deal with thee problems. Their total bill is $13258
  I never agreed to the $3000 they offered me, as I was waiting to see the final bills. I kept them informed of the repairs as we progressed through this fiasco.
  So, finally we have the following bills.
  Failed DMV inspection                          $21        
  Bentley Pittsburg split pipe part filled DMV            $299.99
      “”             “”                            $21
  Universal Imports  A/c fix etc                    $1095.65
  Little Speed Shop                            $13258
      “”    “”                            $3904
                                    total  14695.64
  I have paid these bills and forwarded them to LCO previously.
  As you can see, we are a long way from ‘There are no issues with this vehicle”
  Their offer of $3000 was NEVER agreed to.  They did mention they would pay for ‘parts’ and I certainly did not agree to that. This is a Bentley and parts are not cheap. It doesn’t even cover the steering wheel bill. Why would I agree to that?
  This vehicle has been in repair shops much longer than in my possession.
  
  
  
  Sincerely,
  
  
  
  Michael Caswell

  

  Business Response

  Date: 10/12/2024

  Hello,

  Again, I stress the fact that we agreed to assist in repairing the emission related issue up to $3000.00 . The fact that the speed shop wanted to up sell additional repairs on used car is a matter that concerns the owner. We did not approve or have an idea what these repairs entailed. The customer has the right to make his car perfect, but that does not mean that the selling dealer is responsible. The car left here without a check engine light but when the customer could not pass emission we agreed to assist with the repairs as a good will gesture. We stand ready to send him a check for $3000.00.

  Regards,

   

   

   

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22187707
  
  
  
  I am rejecting this response because:

  I never agreed to the $3000 offer, because the vehicle was still being assessed for all the problems it had. Nothing was signed to that effect either.
  
  The Little Speed Shop (TLSS) was recommended to me by The local Audi Dealer who was a friend of Phil at Luxury Car Outlet (LCO), ([email protected] 773 853 9006) they were given the problems and asked to carry out the repairs.
  
  On Apr 17, 2024, at 11:29 AM, [email protected]
  
   wrote:
  There are no issues with the car as we are a full service dealership with our own service facility with a Bentley Certified Technician. You can have it serviced by a VW or an Audi dealership but I would recommend the Audi dealership since they have similar current models and VW has not offered a W12 Cylinder car in a long time.
  
  As you can see from this email from Brandon Wolk, I was led to believe the vehicle had been serviced by a Bentley Certified Technician, I seriously doubt they actually have a Bentley Certified Technician. The Audi Dealership would not look at the car and told LCO about The Little Speed Shop, who talked with LCO. I was told by Phil to take the car to TLSS
  
  There was no 'up sell' by this business
  
  As previously stated, the car came to me with the engine under cowling fallen off, thrown on the back seat, a Check Engine Light on, and the Hazard Lights not working. Surely it was the shippers problem to ensure these things functioned, when the vehicle arrived. I fail to see what relevance "it was working when it left us" has. It was still under their shipper's control until it actually arrived.
  
  During the fiasco of dealing with the failed DOT Inspection, and trying to get it through that problem, I discovered numerous other problems. The A/c unit wasn't operating, the fuel tank cap actuator was dead, the steering column would not raise or lower, the trunk switch malfunctioned.
  
  Any Bentley Certified Technician would have spotted these problems immediately, and they were discussed with Phil.  A simple OBD2 scan would have revealed the Check Engine light problem before they sent the car. I did that as soon as I saw the light on. To say it was OK when it left LCO is ridiculous.
  
  
  Sincerely,
  
  
  
  Michael Caswell

• Initial Complaint

  Date:01/17/2024

  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.

  Vehicle was purchased 1-21-2023. The dealership had knowledge I was flying in from Kansas City and taking a taxi to the dealership, and had limited time to complete the transaction. The dealership had contacted my bank to secure the amount of the check days before my arrival. When I arrived to drive the car the car drove OK for the 2-3 mile test drive, however pixels were out of the radio. After I drove the vehicle I waited inside after I signed the papers for approximately 45 minutes, which was curious to me. The temp tag had been filled out but the car disappeared to the shop. I waited patiently, then the vehicle came out. ******* the Sales Manager told me "we topped off the wiper fluid". Interestingly, about 10 miles down the road the Check Engine light came on but as I was on a schedule and I needed to get to *********. I arrived safely but on Monday the 23rd, I felt a front end alignment was necessary to get me back to ***********. The front tires were bad and I worried about safely driving in January snow in **** and ********. ******* wouldn't negotiate at the $8000 purchase price but I did ask him about the tires and he said they were good. I had the alignment done in **********. I got back to *********** and took the vehicle to a repair shop specializing in older BMWs. They did the diagnostic and gave me a list of repairs and sent pictures supporting those repair. I will forward those emails and pictures when necessary to the Arbitrator. I sent an email when I got to ****** and informed the dealership of these repairs and they sent a check for around $400, which was 10% of what needed to be done. I haven't cashed this check.This dealership advertised this vehicle to be in IMMACULATE CONDITION, I have screenshots of this and they also had the service records, which they cut the previous owner's name from. Those records stopped in 2012. So this dealership knew that the records stopped in 2012 and chose not to perform any inspection. I can add pics and mails

  

  Business Response

  Date: 01/26/2024

  Ref: 21159811.
  Greetings,
  
  In response to the complaint regarding the **** *** X5. The Customer was notified when he first inquired about the Vehicle that it was placed with us to sell on consignment by the 1st Owner that owned that vehicle for 20 years and 7 months. **************** Purchased the X5 on 1/20/2023, with ****** miles on it.  A Carfax report dated 1/20/2024 ( see attachment A)
  indicated that current mileage is 113,356.
  
   **************** logged ****** on the vehicle in less than a year. This proves that he was using it regularly. ( average mileage is 12k/year)
   As shown in the report ( attach. A) , the previous owner regularly maintained the vehicle from **** through 09/12/2019 when stopped driving it . These records of service are mainly at *** service centers. Our claim of the previous owner regularly maintaining this 22-year-old vehicle is well documented by Attachment A. 
  **************** travelled from ******** to ************ and test drove and inspected the vehicle prior to purchase and then proceeded to drive it back to ******** safely.
  **************** contacted ******* ( Sales Manager) via email on 1/26/2023 and attached an estimate from a repair shop ( see attach. B pages 1 and 7). 
  The estimate includes recommendation for replacing the tires and the brakes. It also showed hoses that were cracked. ******* agreed as a good will gesture to assist with the replacement of the hoses and a check for $448.69 ( based on the estimate provide in attach. B pages 12 and 13. A check for that amount was then mailed to mister ****** 0n 2/24/23. see page 14 of Attach. B.
  
   
  In conclusion, ******************** request for a full refund is unreasonable. According to the Service record on 02/02/2023 at a mileage of ****** ( Attach A page 9) , only the air intake hose and radiator hoses were replaced in addition to the brake pads. Also Attach. A show that  the next service was at ******* miles where the control arms were replaced and the trans fluid service was performed. That is ****** miles from the previous service.
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21159811
  
  I am rejecting this response because: Attached are documents I signed at the dealership and pictures of receipts.

  
  

  Of incidental interest they downloaded the most recent Carfax as Attachment A. Interestingly, the top of page 9 is scanned in such a way as to leave off the dealer name but the address remains. I included that portion from the Carfax I signed at the dealership clearly stating that the car was listed for sale by Luxury Car Outlet. Again, nothing was said to me about this vehicle being a "Consignment", thus having a different definition of CONSUMER FRAUD.

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/12/2024

  HELLO,

  ******************** is some what confusing. No one is trying to hide the Dealership's name from the CarFax report , as it shows on it because we have an official account with them. 

  As to the documents that were Attached, where is the issue?  

  Attachment 1: Seller's Notes.       Response: We maintain that this car was a one owner and it was well kept ( 22 year old car)

  Attachment 2 :Basics                    Response: Typical listing. Also note that under the Stock number it shows C-Chawla , the car was listed using the owners name "Chawla" as the stock number, since it is on Consignment.

  Attachment 3: Credit Card             Response: Our form that customer signs to authorize a down payment. Not sure what the issue is here......

  Attachment 4: Tire?                        No response

  Attachment 5: listing                       See response for attachment 2.

   

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21159811
  
  I am rejecting this response because:

  This dealership has yet to show that this vehicle was presented to me as a "Consignment". They obviously believe that the definition of CONSUMER FRAUD is different for a supposed "Consignment" vehicle, then a "Dealer Owned" vehicle. This vehicle was marketed, sold, and turned over to me by Luxury Car Outlet. The owner was not made available to me to question the vehicle service or condition. CHAWLA as a designated "Stock #" doesn't mean anything except a way to weasel out of responsibility. For all I knew CHAWLA was an acronym based on the description of the vehicle or the Dealer/Owner's willingness to misrepresent this vehicle. The following could be an example:

  luxury Car outlet Has Always Weaseled to Leave the name of their Attorney off the paperwork. CHAWLA

  Another example of CONSUMER FRAUD!! Once again, this vehicle was never disclosed to me that it was a consignment. The definition to CONSUMER FRAUD doesn't change either way.

  Britannica defines CONSUMER FRAUD as " illicit activities that involve deceit or trickery and are perpetrated against an individual purchaser or group of customers, resulting in financial loss or physical harm". My financial loss was not purchasing the vehicle for $8000, the loss was having to put over $4000 to bring the vehicle to a safe state to drive. 

  My request is that Luxury Car Outlet reimburse me $4189. I am happy to pay for the new tires and the brake parts. This breakdown of parts/labor and taxes has already been brought up in earlier responses. 

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/26/2024

  The fact that the car was a consignment does not constitute Fraud. Mr. ************ complaints are confusing as he inspected and drove the car prior to purchase. Since purchasing the car he logged over ***** miles on it. Keep in mind that the car is 22 years old and will require occasional maintenance due to age. The fact that the car was on consignment is irrelevant and was stated as a matter of fact. 

• Initial Complaint

  Date:06/10/2023

  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.

  On 4/15/23 I purchased a *** x6 from luxury car outlet. The check engine light came on immediately I took it back the following weekend **** the mechanic told me that he had to reset the codes and gave it back. I dont drive the suv daily because I have a daily driver. However the last day I drove the car all the lights came on for drive train oil change no maximum output and an auto light. All which made the vehicle nearly impossible to drive.I called luxury auto and asked if I could have another vehicle per **** he said no hed fix it. I took it back to him on 5/25/23 the vehicle has been there every since hes contacted me twice saying hes waiting for parts has another guy going to look at it and just to give him a couple of days. Its been weeks I believe they knowing sold me a lemon Id like to have my down payment back as well as the loan repaid to capitol one also for this report to reflect on their bbb rating and for this not to be reflected on my credit report. I am currently getting ready to make my second payment for this vehicle on 5/15/23

  

  Business Response

  Date: 01/25/2024

  Mr. ****** brought the vehicle back for the repairs. Our service department  fixed the vehicle. It took a little longer, because we had to wait for parts, but we reimbursed consumer with a check for $631 to cover his one month loan payment after vehicle was fixed.

• Initial Complaint

  Date:11/03/2022

  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.

  Luxury car outlet sold me a vehicle with over 25 codes. It will not pass emissions as it sits and they clearly reset the codes before I purchased it. I would not have purchased the vehicle with all the issues it has. I had a third party run a diagnostic check on the car and they stated they were cleared recently due to not being able to read the emissions and catalytic converter system due to not complying a full vehicle cycle.The pictures where taken a day after. They are aware they are aware and ******* (the sales man I purchased with) became hostile to me for wanting to bring it back.

  

  Business Response

  Date: 01/25/2024

  Thank you for sending this document to us. I would like to explain what happened. Consumer had called us after taking delivery, and dropped off the car for the repairs. The issues were addressed by our service department, and vehicle was fixed. 

• Initial Complaint

  Date:09/08/2022

  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.

  Bought a used 2012 **** I had the car for maybe 2 months (put on less than *****) miles and the engine blew. After much fighting, the owner agreed to pay half of what a motor costs, plus labor, etc. I don't feel like I should have had to pay anything for a motor. I had the car two months! And they charged me for labor. They had my car for a few months. The owner also made me take off my negative reviews on his website. I finally received my car back and have it about 2 weeks and had to have it towed again for another $1,200 in repairs. A thermostate housing, water pump, hoses. I paid cash for the car and then had to spend another $6,000 for an engine 2 months after I bought the car and now all these other problems. The owner refuses to accept that he knew there were problems when he sold the car! Twice I had to call tow trucks and be stranded.