Complaints

This profile includes complaints for Plaza Motor Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Plaza Motor Company

  11910 Olive Blvd Creve Coeur, MO 63141-6730

  
• 

  Plaza Motor Company

  11830 Olive Blvd Creve Coeur, MO 63141-6718

  
• 

  Plaza Motor Company

  11654 Olive Blvd Saint Louis, MO 63141-7002

  
• 

  Plaza Motor Company

  11858 Olive Blvd Creve Coeur, MO 63141-6718

  
• 

  Plaza Motor Company

  951 Technology Dr O Fallon, MO 63368-2203

  

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:10/15/2024

  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.

  I was having issues with my car, so I went to this shop (this was in March of 2022). When they first got my car they destroyed the cable needing to get new ones. Then they said I needed a new battery. Because of that, the battery needs a battery reset and I was not aware of this. So it was still making issues for me. They made me pay for a diagnostics. They then said instead of a reset (which only costs 200), they charged me a fuse box (which is 1500). I was forced to pay and then he comes up with a bunch of other things I needed that my car does not need. Then i had to pay a ton of tows back and forth. Then I finally found a shop that told me about the reset, and then I sent the video to them. I asked him why he didn&#**;t tell me about it, to which he was being argumentative. This has been going on for over 2 years now.

  

  Business Response

  Date: 10/18/2024

  Not enough information has been provided. Please provide vehicle information so we are able to pull and review this complaint. Thank you.

  ***** *****

  Customer Answer

  Date: 10/30/2024

  The make model and year of the vehicle is 
  2003 Mercedes sl500

  

  Business Response

  Date: 11/03/2024

  Can you please provide the vehicle identification number on the vehicle in question. I am having trouble locating information so complete the review and investigation on this. I appreciate your assistance, and we will review when the additional information is provided. 

   

  Sincerely,

  ***** *****

  Market Controller

  Plaza Motor Company

  Customer Answer

  Date: 11/04/2024

  The dealership has diagnosis my car wrong.Forcing me to pay for services my vehicle didn't need.Also I went without a vehicle forcing me to miss work also paying for **** and transportation.I tried to reconcile this ordeal.Can you please get back with ***** eager to get recompensated.

  Customer Answer

  Date: 11/06/2024

  My VIN # is *****************

  

  Business Response

  Date: 11/20/2024

  Dear *** or Madam:

  I am General Counsel for *****************************, owner of Plaza Motors Company.  I am in receipt of a ********* submitted to the BBB for Eastern and ************** and ***************** by ****** ******.  Mr. *************** contains numerous allegations, including the following:

  1. Plaza destroyed his vehicles cables, thus resulting in him having to get new ones.
  2. Plaza informed him that his vehicle needed a new battery, which necessitated a battery reset.
  3. Plaza charged Mr. ****** for performing a diagnosis of his vehicle.
  4. Plaza charged Mr. ****** for a fusebox.
  5. ************** had to pay for a ton of tows back and forth.
  6. Plaza told Mr. ****** his vehicle needed a bunch of other things [his] car does not need.
  
  Mr. ****** states that he is entitled to his money back for the issues I have had with them and the lack of resolution, roughly $10,000.  The issues to which Mr. ****** refers are repairs Plaza performed to his vehicle approximately three years ago.
  
  The allegations set forth in Mr. ****** ********* are specious.  Moreover, Mr. *************** omits key items.  First, Mr.****** ********* is conspicuously silent as to the fact that Mr. ****** authorized the services Plaza performed to his vehicle. Second, Mr. ****** ********* does not provide any evidence whatsoever to support his conclusion that the repairs were unnecessary.  Third, Mr. ****** ********* omits the fact that Mr. ****** threatened Plaza with lawsuits and negative online reviews if Plaza did not give [him] money, to go away.  Fourth, Mr. ****** ********* omits the fact that Plaza has informed Mr. ****** that it will no longer service his vehicle because of his repeated demands for refunds following services performed by Plaza.  In short, Mr. ****** believes that he is entitled to a refund of any monies paid to Plaza for the services he authorized.
  
  Plaza prides itself on taking care of its guests and it is extremely rare that Plaza terminates a business relationship with a customer.  Unfortunately, this is one of those cases.

  
  

• Initial Complaint

  Date:10/14/2024

  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.

  I purchase 2014 Santa Fee Sport with mileage of ****** on 8/23/24. I was told by the dealership they had inspected the *** completely and everything was check out and running great. I was given a 60 day driving tags. On my way back from *********** the Engine went completely out. I had to have the vehicle tow back to H32373131**3030303138H H323235313236**303237H and was told by a **** *****-(Sales Manager() that I need a new engine and the engine wasn&#**;t cover by H313231363836363234**H. I want my money refund that I paid for this (Lemon) car that I have only had for a month that equal the amount of $10000 plus the cost to have the car license.

  

  Business Response

  Date: 10/23/2024

  Good morning,

  Our General Manager of **** Creve Coeur reviewed this case, and we were able to find a different vehicle for Ms. ************ We took the originally purchased vehicle back giving her the original purchase price of the vehicle as her trade value. We value your business and are glad we could resolve this matter. Thank you.

  Sincerely,

  ***** Jones 

  Market Controller 

  Plaza Motor Company

• Initial Complaint

  Date:10/11/2024

  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.

  I brought my car here for repairs and they cut my brake wires. They also said my axle was coming apart when I only came in for an oil change. It seems like they always find something else wrong with the vehicle when I had no lights on before I brought my car in.

  

  Business Response

  Date: 10/18/2024

  Good afternoon,

  
  We strive to provide excellent customer service. In an effort to meet that expectation we provided our guests with a multipoint inspection when they bring their vehicle to us for service. This allows them to feel confident their vehicle is in good working order and allows them to make informed decisions on whether repairs make sense or if they would prefer to invest in a different vehicle instead of the repairs. We provided Mr. ****** with the information in regard to the current state of his vehicle and repairs needed to keep it operating properly for him. Getting any recommended repairs is completely up to our guests.

  Thank you 

  ***** *****

  Market Controller

  Plaza Motor Company

• Initial Complaint

  Date:09/27/2024

  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.

  I brought my 2018 Mercedes-Benz here for repairs and they destroyed the wiring in the vehicle. I picked it up and the car was completely messed up. They left my car in the lot where they keep abandoned vehicles and refused to bring it in the shop.

  

  Business Response

  Date: 11/18/2024

  I reviewed this complaint with the service manager. He stated the vehicle was towed in for a no start condition. It was towed to our lot where vehicles that don't run are dropped off. It is easy access for tow company to drop these types of vehicles. There was water damage inside the vehicle, and this was the reason for the vehicle not starting. This was noted while it was on the tow lot we did not have to start or move the vehicle for the diagnosis. We let the guest know the reason for the no start issue and further diagnostics or repairs were denied by the guest. The car left with the same issue as when it was towed in since we did not do any repair. We strive to provide excellent customer service and feel the diagnostics was performed as requested. 

   

  Sincerely,

  ***** *****

  Market Controller

  Plaza Motor Company

   

• Initial Complaint

  Date:09/04/2024

  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.

  I wanted to cancel the packages that i had on my car purchase. The person i sent the form to cancel it before the cancelation period ended up quitting his job there after i had sent him my cancelation form. Needless to say he never sent it in, im trying to get a refund for the packages. **** has answered my calls and the general manager has proceeded to tell me over and over again that these issues will be resolved. Although, nothing ever happens, the last two times ive called in a 3 month span i have been told theyve been having data breach problems from scammers and that he cant help me currently. Theyve just been giving me the run around over and over again with no solution. The information that i provided them with proof was enough for a refund they said. But they still havent done anything about it after talking to the general manager and this being ongoing for months.

  

  Business Response

  Date: 09/16/2024

  Mr. *******,

  I have reviewed the file with Cal **** the General Manager of Plaza ****. He stated he spoke with you in regard to this matter and we will be refunding the ******* for the **** CPO vehicle service contract. We will be overnighting the payment to your lender VW Credit. You will see the ******* applied to the outstanding balance on your vehicle loan. The check number being sent it ****** and it is being sent with tracking number 7786 2499 2933. Thank you and have a great evening.

  Sincerely,

  ***** *****

  Market Controller

  Plaza Motor Company

• Initial Complaint

  Date:05/16/2024

  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.

  Hello I recently purchased a used **** Mustang from Plaza Motors **** The Pick up date for the car was April 25. I was working ************************* as the sales representative and ***** was the service manager. I was originally told that the service of the car would be 2 days that it needed brakes, exhaust system and brake lights. The service department then said they also need to replace the water pump. 2 weeks later and many delays, I was now informed that the brakes were fine. After driving the car for less than 48 hours the brakes were not fine and needed to be replaced along with the rotors. This was according to ***** and a **** dealership. I brought the car back to Plaza Motors and explain this to ***** who said he did feel the brakes pulsating and I quote I will see what I can do and will call this afternoon. I have yet to hear back from him. At this point we decided that the brakes needed to be fixed for safety reasons. I have called and left a voice mail to the service manager, the general manager and many text to ******.

  

  Business Response

  Date: 05/21/2024

  Good morning,

  I have spoken with ****** the salesperson, ***** the service manager and ****** the General Manager in regard to this complaint. After reviewing the details, we wanted to extend an apology for not getting back with you in a timely manner. We are glad to hear the brakes have been addressed and we are happy to refund the cost of those repairs in the amount of $1,138.72. We will be getting a check sent out today by ***** with tracking number 7764 8286 *****. We are sorry for any inconvenience you experienced and will utilize this situation to adapt our processes to better address concerns in future. Thank you for your business and for your patience in this situation. 

  Sincerely,

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

  Market Controller

  Plaza Motor Company

  Customer Answer

  Date: 05/21/2024

  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:04/03/2024

  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.

  I dropped my 2014 Mercedes CLS550 off at Plaza Mercedes Creve Coeur 3/6/2024 for a ************* leak inspection, front/ passenger marker light inspection, rear passenger reverse light ****************** passenger headlight inspection oil change & brake flush. I was called back by a service advisor (*****). ***** called back 3/7/2024 with a list of recommendations including the few that I brougt the car in for. They recommended 2 pulleys + serpentine belt, complete front/passenger headlight & rear/passenger tail light assemblies, transmission service, engine wiring harness, front passenger fender lining, 2 fresh air air filter ducts, thermostat, ************** filter housing (incl. Gaskets, o rings, oil + coolant hoses & fittings). I approved the oil filter housing, 2 pulleys + belt, oil change, brake ****************** services totaling over $7,000. I asked ***** about a discount for bundled ************* asked (*************************) the service ************** agreed to $1,000 off of the total. I then approved the transmission service totaling over $500. I got a call 1 week later from ***** that my car was ready for pick up & I ask for a grand total with ************* He insisted on calling me back after speaking with the service manager (*****). ***** called back & told me that my car was started & it misfired, the check engine light came on & my cylinderhead and turbo charger was bad which costs over $15,000. I declined the service because my car never ran hot, had colored or black smoke coming from the tailpipes, never had a engine light on, never misfired or had performance issues which are all indications of a failed ******************** charger. *************************** (service manager) offered to complete the service at a discount. I declined because I didn't bring my car in with the issues that it's having after they serviced it. It is 4/3/2024 & my car is still at the **************************************** is still trying to get me to pay for a cylinderhead.

  

  Business Response

  Date: 04/26/2024

  I spoke with ***************************, and he confirmed that ****************** brought in his 2014 Mecedes CLS550 with ******* miles we performed an inspection of the vehicle and gave an estimate for all visibly needed repairs. The vehicle was test driven after repairs and everything was fine. During a subsequent drive to move the vehicle and prepare for pick it began misfiring. We diagnosed this at no charge and found a faulty cylinder head which is an internal engine component. We advised ****************** of the issue and offered a goodwill discount to him even though we did not perform any internal engine repairs that would affect the cylinder head. We do understand that this additional repair is an unexpected burden on ****************** this is why we have offered to perform this repair along with already authorized repairs all at cost, bringing the total for all repairs to $11,000 or $9,000 without the turbo charger. These repairs would normally run roughly $22,000. We look forward to a resolution and are making every attempt to accommodate ******************.

  Sincerely,

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

  Market Controller

  Plaza Motor Company

   

  Customer Answer

  Date: 04/26/2024

  Complaint: 21526993
  
  I am rejecting this response because:
  
  I originally brought the car in to fix an oil & coolant leak.  Both of these vital fluids run through the cylinder head that has over ******* miles on it.  Research tells me that faulty cylinder heads are common on this engine with the proper signs leading up to going bad.  I was given a list of 12 faults that needed repair the second day the car was in their possession .  Nobody with the proper knowledge of this vehicle thought to do a compression test in the beginning to give me all of my options.  Suddenly when I'm scheduled to pay & pick the car up the cylinderhead & turbo charger is bad when I have had no signs of any malfunction or performance issues prior to dropping my car off at Plaza.  The car had no stored trouble codes related to these issues in the *** and never had a check engine light on since I've had the car until I allowed Plaza to perform services on it.  Discounts are wonderful & appreciated, but at my inconvenience my car was misdiagnosed & it's costing me thousands of dollars.  If I was notified in the beginning about a  compression test that led to a cylinder head & turbo charger I wouldn't have approved any services, paid for the diagnosis, picked my car up & weighed my options on trading it in for another car that didn't need enormous repairs.  I believe as thorough as this facility appears to be that the compression test was done in the beginning, but presented at the end of service to collect commission on the approved services as well.  I have a hard time getting the service manager on the phone.  I've called him 4/15/2024 @ 2:46 pm.  I was informed he was on a test drive with a customer & would return my call, which never happened.  I called the General manager 4/1/2024 @ 1:58 pm and left a message to see if he was aware of this issue & he never returned my phone call to this date.  Still,  nobody has told me what my new found trouble codes are that's  related to my new check engine light that came on in their possession, which turbo charger is bad or which cylinderhead has malfunctioned.  Nobody has emailed or attempted to show me proof of a failed compression test & I have been without my car for over 6 weeks.  ************** team has totally  disregarded my consearns & the only defense is the offer of discounts.  I will not pick my car up with a check engine light on & being that my car has been misdiagnosed I am not paying for the reason the check engine light is on.  These are unfair consumer practices & borderline criminal.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/08/2024

  I wish to drop my complaint.  I wish to resolve this matter with Plaza Mercedes Creve Coeur personally.  I choose to pay for the services & move forward with my life.  *************************** has been open & more than happy to further discount the services that I need.  Although I don't like the situation & how much it costs, my needs were met & wish to do business with Plaza.  

• Initial Complaint

  Date:02/14/2024

  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.

  I purchased a Cadillac from H3230****35**35303535H in June 2022. I saw the car online and went to see it. From the beginning they were supposed to replace a rim that was bent. I had to bring my own tires to even get the car off the lot after three weeks of waiting for it, I have been calling since I had the car to get, and I don&#**;t usually hear back from them. They told me to bring it in to get the rim replaced last year. We set up an appointment and my daughter took it up there to have the rim replaced. They told they didn&#**;t have the right rim so they were not able to replace it. They said they would order it, but we still have heard nothing back.

  

  Business Response

  Date: 04/26/2024

  Good afternoon,

  I spoke with *************************** the Mercedes ************ manager in regard to the wheel replacement for **********************. When he purchased the Cadillac from our dealership, he requested we swap with another vehicle he owned. We performed that wheel swap for him at that time. We agreed to replace a damaged wheel. The service manager has reached out to ********************** to verify the wheel type. The wheel was ordered and has been delivered to the dealership. ******************** is making arrangements for the wheel to be taken to **********************.

   

  Sincerely,

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

  Market Controller 

  Plaza Motor Company

• Initial Complaint

  Date:12/22/2023

  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.

  12/21/2023
  
  TO WHOM IT MAY CONCERN,
  
  RE:
  2017 Cadillac Escalade ESV
  VIN:*****************
  **** ***** ***** ******* ***** ********** ****** ** ***** 
  On or about Saturday 12/16/2023 I, ***** ***** ******* , went to inspect the above mentioned car , after series of text and emails between myself and sales person ****** and his Manager ****, we agreed on a deal on 12/20/2023 that I will pay 34000 US$ out of the door deal and pick up the car at 4pm on 12/21/2023, I took today off , purchased car insurance and prepared a check with above the amount, on my way to St louis to finalize the deal , I received a text/Call at 3:55 pm from **** " sales manager at "Audi Creve Coeur" stating the car has been sold to another person and it is not available any more.
  
  This is to inform you that **** ***** ***** dealership has breached a verbal and written" Text and emails" agreement to sell the above mentioned car to Dr ***** ***** ******* resident of Illinois in exchange for the agreed prices 34000US$. Therefore they will be liable for the financial, social , emotional damages as result of this breach.
  
  It is a shame to have such company or dealership on the land of Missouri, if you see how many complaints on their Facebook , how much discrimination to people of color and other races , you will will take a serious action against them .

  

  Business Response

  Date: 12/24/2023

  Mr. ***** *******, 

  We appreciate your interest in the Cadillac Escalade, and I did speak with ****** and **** about your experience at the dealership. It is customary for us to receive a deposit to hold a vehicle for any of our guests. As often times a guest will come to the dealership to look at a vehicle and leave to purchase a vehicle somewhere else. There was no deposit made to hold the vehicle, and unfortunately, in the meantime an online guest placed a deposit and scheduled a delivery time. When purchasing a vehicle similar to purchasing other property until a signed written agreement is complete between the parties either can choose to sell or purchase to or from another party. We are truly sorry we were not able to hold this vehicle for you and hope you are able to find a vehicle that fits your needs. We are happy to assist. Thank you for your understanding.

   

  Sincerely,

  ***** *****

  Market Controller

  Plaza Motor Company

   

  Customer Answer

  Date: 12/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response.

  Unfortunately your team has not told you the whole story, There is a verbal and written agreement" text and emails" "FYI Attached" on sale of this car with an agreed price, therefore your team and Audi creve Coeur/Plaza motors is at Fault, You breached an agreement without a cause  and you sold my car to another person , it is your fault that you did not hold the car because we have an agreement that you did not know about.

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

  

  Business Response

  Date: 12/27/2023

  Mr. ***** *******,

  We truly apologize for any inconvenience this may have caused you. The communication in regard to the Escalade was merely negotiation on the price of the vehicle and not a written contract to sell the vehicle. As noted in prior communication we only hold vehicles if we have received a deposit to solidify a person's intent to purchase a given vehicle. This is customary in the automotive industry for reasons described in prior communication. We appreciate your interest and understanding in this matter. 

  
  Sincerely

  ***** *****

  Market Controller

  Plaza Motor Company

  Customer Answer

  Date: 12/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Do you consider verbal agreement and written agreement by emails and text stating that OK for the agreed price , prepare the car , check balance and alignment for vibration issues along with requests of valid car insurances to bring with me which I did IS NOT a valid contract , I am sorry but you are at Fault. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ***** *******

• Initial Complaint

  Date:12/17/2023

  Type:Billing 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 12/15/23 I reconnected with Plaza after weeks of trying to get financing from my bank & failing. Previously, I told them I had gotten dinged on my credit by shady dealers who didn’t have the cars I picked out online & didn’t tell me. I was hesitant about applying without trying to insure the chances of getting approved. I explained to ****, that I have an unpaid balance with ******* *** & not to inquire with them. He insured me he would only try 3 or 4 lenders and not shotgun the credit app. Well he did 8 hard inquiries, including ******* ***. When I texted him, he avoided me until I informed him that I spoke to his sales manager & would be taking it up with corporate & the parent company ******, if need be. The sales manager says he actually did it, and that **** shouldn’t have gave me a number he would do, and didn’t communicate that to him. They apologized but told me they can’t withdraw, cancel or undo it. They do not contact the credit bureau s. I was told I would have to myself. **** texted me the following msg: “I apologize, there was clearly a miscommunication on my part when I sent this to my manager which I'll take full responsibility for. I was not aware however that you did not want ******* *** pulled. I should not have told you specific number, which again is my fault. If you want to direct your anger and frustration at someone, direct it at me, not Plaza or *******“

  

  Business Response

  Date: 01/29/2024

  On January 25, 2024, counsel for Plaza sent the consumer an email stating that Plaza was having trouble locating the consumer's information and asking him to identify which of the multiple Plaza stores he visited in order to narrow down the scope of its search.  As set forth in counsel's attached email:

  "I represent Plaza Motor Company, an Asbury Automotive Group dealership.  I have been tasked with following up with you regarding your recent BBB submission given the nature of your complaint.  I have extensive experience in regard to credit reporting and represented one of the three national credit reporting bureaus for ten years. The first thing I need to determine is which store you actually visited, as we are having trouble locating your information.  Can you identify for me the specific store at which you visited with '****' so that I may follow up with him?  We appreciate your consideration and look forward to working with you on a resolution."
  

  On January 29, the consumer responded to Plaza's request as follows:

  "No I cannot, because it would require too much digging. I actually have sever[a]l letters from Asbury, initially I did it through **** True car, so their site actually sent me to the dealerships and I had no idea Plaza was you. At this time, I do not have the luxury of going back. Whatever I reported to the Bureau, is what it is."

  Plaza will continue to attempt to identify the consumer.  Plaza notes, however, that the consumer's claim that it would require "too much digging" to tell Plaza which store he visited strains credulity and demonstrates a disregard for the BBB process. If the consumer is actually interested in resolving the consumer's concerns, the consumer should provide to Plaza the information i Plaza requested.

  Customer Answer

  Date: 01/29/2024

  Their address still seems to be unclear. I assume it is because they have multiple locations. I got to them through another site, and wasnt aware that I was even shopping with Plaza Motors. I went through **** True Buy. Then after being taken to the Plaza website, i discovered that it was on ***** *****. Later I was contacted by another location on *****. So i would have to do some digging to look. I think they should know.

  

  Business Response

  Date: 01/30/2024

  As previously documented, counsel for Plaza reached out to the consumer to verify the Plaza location where the consumer  applied for credit.  The consumer refused to cooperate.  Plaza has nevertheless confirmed the consumer previously visited Mercedes-Benz of Creve Coure, one of the Plaza dealerships.

  At this time, Plaza states that it can provide a request to the three national consumer reporting agencies that they remove any inquiry made in connection with an auto loan on the date in question. Plaza notes, however, that the consumer's concern regarding multiple inquiries is significantly overstated.  The information contained in the consumer's credit disclosure, i.e., the long form document generated by the consumer reporting agencies, is DIFFERENT from the information contained in the consumer's credit report, which is the (much shorter) report shared with third party creditors. The consumer reporting agencies are well aware that consumers generally shop the market for the best interest rate when purchasing a vehicle and thus consolidate inquiries made within the same period to reflect one hard inquiry.  The consumer will see all the banks who received the information but that doesn't change the nature of how the inquiry is assessed or scored -- creditors will simply see the consumer applying for a car loan.  According to Experian:

  "Lenders know that multiple applications for a car loan within a short period of time indicate you are shopping for the best terms, not buying multiple cars. Scoring systems have been designed to reflect that reality. Therefore, as long as the inquiries were all made within a certain period of time, usually 14 days but sometimes longer, they are counted as just one when calculating your score. The practice of counting multiple auto loan inquiries as just one enables you to shop for the best rates and terms without hurting your credit scores. The same applies when shopping for a mortgage loan."

  According to Equifax:

  "If you’re shopping for a new auto or mortgage loan or a new utility provider, the multiple inquiries are generally counted as one inquiry for a given period of time. The period of time may vary depending on the credit scoring model used, but it's typically from 14 to 45 days. This allows you to check different lenders and find out the best loan terms for you."

  According to TransUnion:

  "It’s a good idea to bunch your loan applications because of how loan rate shopping is treated by two frequently used credit scoring models, VantageScore® and FICO. VantageScore counts all inquiries made within a 14-day period as just one inquiry on your credit report if they’re all for one specific type of loan, like a mortgage or auto loan. FICO treats multiple inquiries in a similar way, but you’d need to do it within 45 days for it to count as only one inquiry. By limiting your loan applications to a short window, you can reduce the negative impact to your credit score. You might want to consider doing all your rate shopping within 14 days to limit the impact no matter which scoring models your lenders use."

  As a final note, Plaza states that it is willing to assist the consumer but notes that it is necessary that the consumer act in good faith as he will need to approve the final form of the letter to the consumer reporting agencies.

  Customer Answer

  Date: 02/19/2024

  My apology for not replying in a timely fashion. Life got in the way for a few weeks. For what its worth, my position hasn't changed regarding the matter. I am not in favor of the decision, but I understand my failure to comply.