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:11/25/2024

  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.

  The first issue was when I got my out of the door price sheet and it included $1,098 worth of dealer add ons. When asked I was told by my salesman, ****** that its mandatory for all vehicles leaving their lot to have $299 mandatory etching, and $799 in mandatory paint protection. I requested to decline these add ons. ****** went to his manager and was told no. This didnt sound right so I contacted the ************************* and was informed that **** **** is in violation of the *** CARS regulation which is Combating Automotive Retail Scam. The CARS Rule requires dealers to get consumers express, informed consent before charging them for anything. When I contacted the General Manager ****, he agreed to take off the $799 charge but said I had to pay for the $299 etching fee. He then informed me that ******** requires a $30 title expediting fee. Which also isnt true. I contacted the Illinois Secretary of ************ and they said this was not true, its a typical dealer ploy. I spoke with their finance person and he agreed that the $30 title expediting fee was not mandatory. To this day, **** **** is still charging customers $1,098 extra for this unnecessary and unwanted add ons. Its listed at the bottom of their used car description. The second issue was when Id asked the salesperson, ****** to do a walk around and take pictures of any blemishes, dents or scratches, since Im buying the car sight unseen from a handful of pictures on line. He came back to me showing a picture with one very small scratch on the rear corner. When I picked the car up, it was wet since it had been raining so it was difficult to see any scratches. It was until I got back home that I realized there were heavy scratches on the top of the tailgate that looks like from a garage door. I immediately sent ****** an email with pictures of the damage and he never bothered to respond.

  Business Response

  Date: 12/09/2024

  Good Morning 
  
  In response to this complaint. I spoke with the customer directly as they had concerns over purchasing the ******* and etch protection. I did inform the consumer those fees where optional and waived one of them and he had the choice to purchase the vehicle or not. I did tell him for us to sell the vehicle to a consumer that lived in Illionis our out of state title company makes us to an expeditated title as Illionis can **** *-12 weeks to process in which the title work would be delayed and not to the consumer in time to title the vehicle. In terms of the scratches I did not see them during our detail process or ******* paint treatment or our photographer or our sales conslutant in the additional photos requested by the consumer. Again it is a hear say on if it was on the vehicle prior or not based on the pictures I can not tell. I would be willing to order the consumer a touch up pen and mail to his home or a goodwill check for $200.00 for him to take care of himself. 

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. I request this complain remain open until a touch up pen and $200 refund is received.
  
  
  

  Regards,

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

• Initial Complaint

  Date:07/31/2023

  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.

  I purchased a 2022 Vehicle, at time of sale the salesman promised he would have the two dings taken care of in the rear passenger door from his *************** that comes in on Monday's and to call him for the ******* for my car which i purchased and pay for each month in my car payment. I have called many times leaving messages on the salesman's phone , even calling the sales manager and no one will call me back to get this taken care of. I called in June , x 3 and July x 2 with no call back.

  Business Response

  Date: 08/01/2023

  Everything went well with the customer at time of purchase. Also told the sales person they want to have the ******* done in June this was noted in the system see attachment. Customer did not like that we did not allow a POA without a wet signature for his Son. He then texted the sales person saying he blocked his number. (see attached) This maybe the reason we have not gotten any calls from the customer 

   

  They not left any messages for a sales manager that I can see noted in the system. If he needs to schedule ******* I will personally get it arranged he can email me directly at *******************  I am not sure on the dents but I can have the *************** look at those if it was promised