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:11/13/2023

  Type:Order 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 my vehicle from this place where they convinced me to buy extended warranties, and other packages. I then 1-2 months later called and asked them to cancel these packages. They said they will get that taken care of. They said the money will be deducted by how many total payments I will owe. So in other words my monthly payment will stay the same. Here I am 2 years later looking at my pay off quote for my car and I see that my total price of my car hasn’t changed showing me that they never deducted any money from me canceling those packages. I have called probably 20 plus times for nobody to answer. The few times I have got the sales department to pick up their phone they told me the finance managers who I need to speak to aren’t in their office. I’m then told I will get a call back which I never do. I have emailed them and went through their text help line as well and they tell me they will call me back. “Nothing” no call back or anything, I haven’t been able to get on the phone with a finance manager even one time to tell them my issue. **** ***** ***** “the place I bought my car from” doesn’t even know about the issue I’m having but like they know not to answer my call or give me a call back so they can avoid me. It’s absolutely crazy. I never once utilized the packages included with my car because I thought they had all been canceled. Not even related but they over priced the car I bought that was suppose to be $42000 and now I’m paying $62000 instead some how which is my fault for not going back over the documents they had me sign. I’m just looking for any possible resolution please. These packages cost me around $6500 (approximate)

  

  Business Response

  Date: 12/14/2023

  Good evening, 

  The general manager of ***** **** *** **** has spoken with Mr. ******* and they have come to a resolution. The cancellable products are being cancelled and the refund will be issued to the lender. The refunds will be issued in two separate payments. The warranty company will issue a prorated refund on the ding shield. We will issue the remaining refund to make the refund on the ding shield the full price of the original contract. Our refund will also include a full refund on the Audi service contract. All cancellations have been processed and will be issued in as quickly as we can. We appreciate your patience.

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

  Market Controller

  Plaza Motor Company

   

   

• Initial Complaint

  Date:09/25/2023

  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.

  Been speaking with ***** and **** since end of August regarding claim denial
  I purchased additional coverage from *** "ultimate care plus" that covers wear and tear on items like clutch and brakes.
  Had car towed in, they diagnosed the vehicle and proceeded to send me a **** for clutch. I explained clutch was covered under program. ***** had zero idea that it was until I made her aware. Plaza proceeded to tell me they would need 2900 for teardown to identify if there was abuse on the flywheel. Implying that I was indeed abusing the vehicle that *** claims is the "ultimate driving machine". I have not raced nor modified the car in any way. The car has now been parked in 3 states as I have moved from Austin to Scottsdale back to my home town of Saint Louis. Hot spots on the flywheel are not stated in the contract as an exclusion to coverage so I requested to speak with the adjudicator at *** that denied the claim. ***** and **** both obsured my ability to get any transparency as to why the claim was denied and continued to reference the abuse exclusion in the policy I purchased. One can do research and determine that hotspots arent solely caused by racing or abuse. I have not driven that vehicle any differently than what *** displays in their marketing campaigns. No burnouts, no racing, solely a fun daily driving vehicle.
  
  I am a partner and CEO in the vehicle service contract industry and our internal practices on obscuring customers from getting a claim approved is far less sketchy than this process has been. Zero transparency. I am demanding to speak with the person who denied the claim due to the fact that nowhere in the contract does it state hotspots on a flywheel are cause for denial. I need transparency or I will continue to escalate until I receive it. They also took apart my car and threw all of the parts in the back seat of my 80k sports coupe. This entire experience is unacceptable and any future purchases of my peers and I will be diverted elsewhere.

  

  Business Response

  Date: 09/29/2023

  After examining the clutch plate, pressure plate and fly wheel, our senior technicians determined that the clutch did not wear out from normal driving. The hot spots on the pressure plate determined that it would need to be replaced and the fly wheel would need to be resurfaced. These components are not considered wearable items and are not covered under any *** maintenance warranty. 

  The service manager **** *** ******** contacted the district's regional representative, technical service engineer and a representative on the *** warranty hotline. After reviewing pictures of the components, pulling vehicle data and the vehicle history at the *** dealership and comparing to similar units in operation of the same year and model, *** determined that this clutch replacement was not a warrantable repair. We would like to note that Mr. *********** vehicle was stored at our facility for close to a month prior to him agreeing to the tear down so a proper diagnosis could be completed. He wanted confirmation of coverage before the diagnosis, which is not standard procedure in any shop or repair environment. You would have to know the facts before you can commit to coverage or cost. 

  When Mr. ********* found that warranty coverage was not going to cover the repair, he requested to pick up his vehicle. Our technician prepared the vehicle for a tow truck transport and placed all used un-installable parts into the vehicle. We did not charge Mr. ********* for the tear down needed to diagnose the needed repairs or for storage of the vehicle. Although he had agreed to the diagnostic charges prior to the tear down. We diagnosed the needed repairs and consulted with *** to get coverage confirmation or denial. They did deny the warranty coverage on the vehicle.

  We are in no way trying to obscure his ability to obtain warranty coverage and that would be counterproductive for all parties involved. We encourage him to reach out to *** directly to their customer relations department which he can reach at ************. They can better describe the process they go through when making a determination if a repair is covered by their warranty.

  We regret we were unable to get *** coverage for the repair needed. 

  Sincerely,

  ***** *****

  Market Controller

  Plaza Motor Company

  Customer Answer

  Date: 10/03/2023

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

  The first statement in Plaza’s response is unsupported by
  any evidence and that the phrase “normal driving” can be broadly interpreted to
  mean any kind of driving and is vague and ambiguous.  Furthermore, the response is clearly inconsistent with what I was told, which
  was that it only was not covered because of abuse and that Plaza and *** are
  both fully aware of this and that normal wear and tear to the flywheel &
  pressure plate can and does occur.  I also drove the vehicle in a completely normal manner and did not engage in any
  sort of unusual driving that would cause any damage beyond normal wear and
  tear. 

  I would also like to point out that is it very misleading to have these
  items covered broadly under the agreement only to state later in the BBB
  response that “those components are not considered wearable items”.  This
  is an admission that they treat all flywheel replacements as “abuse”.
   This could be considered fraud, as none of this was disclosed
  to me when I purchased the ultimate care + service agreement to supplement the FW . It is also NOT a
  maintenance warranty (as they claim in their BBB response) AND IT SAYS THAT
  EXPRESSLY ON Pg. 1 of the Ultimate Care + agreement.  Therefore, *****'s comment
  about it not being covered under any *** maintenance warranty is misleading and
  irrele***t. Any policy that as a rule
  considers any damage to components that are otherwise covered except for
  “abuse” to not actually be “wearable items” and thus always caused by abuse, is
  fraudulent and misleading on its face. In conclusion, this
  constitutes a potential violation of the Missouri Merchandising Practices Act
  (MMPA) and it can be reported to the Missouri Attorney General in addition to
  being the basis for a private cause of action.  

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

  

  Business Response

  Date: 10/10/2023

  The decision whether to cover
  repairs to Mr. *********’ vehicle under warranty belongs to the manufacturer,
  not Plaza, and Mr. *********’ dispute is therefore with the vehicle’s
  manufacturer.  Plaza did not issue any warranties in connection with Mr.
  *********’ vehicle, and Plaza is not obligated to incur the cost of repairing
  Mr. *********’ vehicle.
  
  We trust this resolves your
  inquiry.

   

  Sincerely,

  ***** *****

  Market Controller

  Plaza Motor Company

   

• Initial Complaint

  Date:09/17/2023

  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.

  My son retrieved his stolen car, he towed his car to Plaza Motor Co to purchase a new key fob and have it programmed. He was first told he needed an IPDM for $1800 then they said they could not program the key and it needed a wire harness, they told him the car had been in a flood (which is not true) and it would be $5500. He said no it was not in a flood and $5500 was too much. They charged him $1238 and he didn’t even get the key fob programmed and just had to tow his car home. He asked them to bring the charge down because he was not getting anything except a key fob that was not programmed. They refused and offered no resolution. We called a lock smith and had the key fob programmed for $150. The car starts and runs fine. The battery does drain, but it did not prevent the programming of the key fob. The car passed inspection and runs fine. We are willing to pay for the key fob of $200, but not for labor on parts that were not needed. They were very misleading when they first said it needed an IPDM and again when they said it was in a flood and needed a wire harness.
  We have a video of the car starting with the programmed key fob from the lock smith but we were not able to upload the video.

  

  Business Response

  Date: 09/29/2023

  Good morning, 

  We did perform extensive diagnostics on the 2010 Infiniti G37 for ***** ****. The technician noted multiple issues with the electrical system and the vehicle has problems that are indicative of a vehicle having been in a flood. We also provided Mr. **** with an estimate of repairs that would be needed to address the wiring issues with the vehicle. We have run the vehicle history in Carfax and it does show this vehicle was deemed a total loss after being recovered from a theft that occurred in December of 2022. A salvage title was issued in January and ***** **** requested a duplicate salvage title in June 2023. During the time that the vehicle was in the possession of the thief and was sitting in the salvage yard it is possible the vehicle obtained water damage. The condition of the wiring would suggest that this more than likely did occur. We understand the theft of a vehicle can be very traumatic and our goal is to make sure the vehicle is in good working order. The recommended repairs would be required to correct the wiring issues and prevent continued and future issues from occurring. The diagnostics were necessary to determine the extent of the issues and were approved by Mr. **** we respectfully decline to refund Mr. **** for the diagnostics that were performed and the key fob that was purchased. 

  Sincerely,

  ***** *****

  Market Controller 

  Plaza Motor Company

  Customer Answer

  Date: 10/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This vehicle was deemed a total loss because it had not yet been recovered, not because of any damage . ***** **** was issued the salvage title in January. We were issued a salvage title when we bought the car back at auction.
  The 2010 Infiniti was stolen on December 2, 2022.  It was my son’s first car, he only had it for 2 weeks. It was deemed a total loss on Dec. 14, 2022 because it had not yet been recovered.
  The vehicle was recovered on April 23, 2023, this was after it was deemed a total loss on Dec. 14, 2022 due to theft. The car was not in a flood. 
  The vehicle was found parked in a gated apartment complex parking lot, only 15 miles were put on the vehicle since the date it was stolen, the distance from where it was stolen to Florissant. No floods occurred at this location. 
  We were notified by Florissant police that the car was recovered and taken to Bolin tow lot in Florissant. We visited Bolin Tow Services and were able to look over the vehicle on their lot. We were informed it would go up for auction through Copart in Bridgetown. No flooding occurred at the tow lot or the auction lot. 
  We purchased the vehicle and received the salvage title on June 30, 2023. We had the car towed to our home and then to Plaza Infiniti in July to have a key fob ordered and programmed. They were unable to accomplish this, however on 9/6/23 Sure Lock was able to program the key fob we purchased from Plaza Infiniti in less than 10 minutes for $150.00 and the vehicle started right up. We have a video showing the key fob working but we were not able to upload a video to the BBB site. 
  My son should have been able to get the key fob programmed at Plaza Infiniti and should have been able to drive his car home. Instead he had to spend another $160 to have the car towed back home. My son payed $1238.00 to receive a key fob that was not programmed and a $300.00 diagnostic and was given an estimate for over $8000! So, he had it towed back home and Sure Lock programmed his key fob for $150. He scheduled an inspection and this vehicle passed an inspection on September 14, 2023.
  My son just wanted a diagnostic and a programmed key fob in July. He should have been able to obtain the diagnostic and the unprogrammed key fob for less than $650.
  We are requesting a refund for $600.00. No repairs were made and the fob was not programmed. Our experience at Plaza Infinii was not a good one. 
  
  
  ******* **** and
  ***** ****
  
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 10/10/2023

  After further discussion with the service manager, he has agreed to provide a refund to ***** **** for the $600.00 as requested. We have sent the refund by FedEx with tracking number **** **** **** check number ******. We appreciate you considering Plaza Motors for your vehicle repair needs. 

   

  Sincerely,

  ***** *****

  Market Controller

  314-919-8032

• Initial Complaint

  Date:09/13/2023

  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 came here to have a oil change and they gave me a advisor by the name of ******* *********. I told them that I did not want that particular advisor because of prior issue. Yet in still that is who they gave me. She informed me that I would have to sign for the loaner car which I did, whoever later it was discovered that what she had me sign was not a agreement for the loaner car. what she had me sign was an agreement for a schedule B3 service and my vehicle is not due for that yet. Once she had me wait for the loaner vehicle and she called me and told me my total was $1200.00 and I asked her why and she stated that I agreed to have a advanced B3 service. I asked her why did not yet the electronic email stating to approve or decline services? She stated that I signed already and there was no need for that. So we went back and forth and she asked me to step out of her office and then I asked to speak to a supervisor. I spoke with *****. I told him that I merely came in for a oil change. ***** stated that he needed to with what the advisor stated. So, I asked for my vehicle returned to me, and then they stated that the service was done on my vehicle. So my vehicle was already ready when it should have been completed the next day. We debated about how the vehicle could have been completed so quickly. I was seen that the inspection was done on my car. I told them that I was not paying $1000.00 and my vehicle could have not been serviced in less than two hours. I want my vehicle back and according to their electronic tracking my vehicle has not been service and only had a inspection.

  

  Business Response

  Date: 09/28/2023

  Good afternoon,

  Mr. ****** *** did bring his vehicle in for service and while here he worked with Hillary and signed the repair order authorizing repairs totalling approximately $1,198.93. After a little over an hour, he stated he was unable to wait and did not want the repairs. At that point ***** ******** the service manager spoke with Mr. ******-*** to inform him of where the technician was at in the repair service process and that we would have to complete the items started. At this point he informed Mr. ******** that he needed to leave to catch a plane. In order to expedite the completion of already started items Mr. ******** requested the shop foreman assist the technician to get the items completed as quickly as possible to allow Mr. ******-*** to catch his flight. Mr. ******-*** was advised that the service would take 2-3 hours. adding an additional technician to assist with completing the work we were able to complete the portion of the service that was begun. We had not started the alignment, so we did not complete that portion of the originally approved repairs. We removed the charge for the alignment and discounted the remaining service by 25%.  We strive to provide excellent customer service and discounting the services we did provide shows our commitment to this standard. 

  Sincerely,

  ***** *****

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

  Plaza Motor Company

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

• Initial Complaint

  Date:08/28/2023

  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.

  I bought a Tundra from Plaza Infiniti 2 years ago. I immediately informed them I didn’t want one of their add on charges afterwards and I have an email from the manager saying they would credit me the amount back directly to my lender. To date I have not seen that credit nor heard from them. They continue to ignore any communication. Our next step is small claims and a suit. Additionally I took the truck in to be serviced and the item they charged me for was never repairs.

  

  Business Response

  Date: 09/28/2023

  Good afternoon,

  Please accept our apology for the communication breakdown that occurred. **** **** the sales manager for Plaza Infiniti is working directly with Mr. ****** to identify and address and repairs that may be needed on the Toyota Tundra. We have issued check number ****** for a full refund of the resistall warranty per Mr. ******'s request. We will be sending the check overnight to the lender to be applied to the vehicle loan. The tracking number is **** **** ***** Thank you for your patience and understanding.

  Sincerely,

  ***** *****

  Market Controller

  Plaza Motor Company

   

• Initial Complaint

  Date:07/27/2023

  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.

  Took my vehicle to plaza motors to have the wheels powder coated black we talked about 5 plastic inserts that are part of the wheel Agreed that they wold be painted black Charge $250 a wheel. (Note they first thought that all they’re contra or did was paint the wheel but discovered that they powder coat). After paying the $1000 they pull my car up with the wheels black but the inserts gray. Not what we agreed to and not what I payed $1000 for. So here we are a week later and I still haven’t got a resolve to the issue but I guess they can take they’re to
  E when they’ve been paid

  

  Business Response

  Date: 08/21/2023

  Good morning, 

  I have spoken with the General Sales Manager of Audi Creve Coeur, and he has informed me that ***** ********* the service manager has spoken with Mr. ***** in regard to the wheels and has had them painted correctly. We are sorry for this misunderstanding and any inconvenience this may have caused. We appreciate your business and look forward to assisting with your automotive needs in the future. 

   

  Sincerely,

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

• Initial Complaint

  Date:06/22/2023

  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.

  This is the 2nd time I have brought my car here and they have not fixed my issue.  They treat me as if my car does not matter while accepting my 700 plus dollars each time to fix it.  I brought my car home and the car is rattling, something it was not doing before I brought it to them. They are uncaring with my concerns and told me that due to the age of my car I might should just take it somewhere else.  Do not tell me to you will fix my vehicle, take my money, and then leave me with a car that is worse off than before I brought it in. I told them my concerns, multiple times, to multiple people and they do not care.  They constantly blow off my concerns by telling me the repair is free then charging me a fee once I come in to the shop.  The age of my car should not be an excuse when you have told me you will repair my issue and you have been paid to do so.
  

  

  Business Response

  Date: 07/15/2023

  Good morning,

  I have spoken with ******* ******** the service manager at Plaza Infiniti, and he is currently working with ******** ***** to resolve this issue. She had previously brought her vehicle in on 6/13/23 for a safety inspection at which time it needed a tie rod to pass the inspection. That repair was completed. She returned on 6/17/23 for a rattle noise heard during start up and intermittently while driving. We found the heat shields were loose and had separated from the catalytic converter. The repair is to replace the catalytic converter as the heat shields and the converter only come together and are not sold separately. It was also found that the muffler was cracked and separately for the exhaust flange. We have offered to discount the repair and to seek alternative ways for the repair to be completed. One of those alternatives was to replace the clamps around the converters and the heat shield to minimize the noise but we did indicate this was not a full proof fix. The other alternative was to have an exhaust shop where they could possible complete a welding repair to the exhaust. This type of repair is not something we are currently equipped to complete. The vehicle is 15 years old with 140,000 miles, these types of repairs are common on vehicles as they age, and components begin to rust. We are currently waiting for the guest's decision on how she would like to proceed. We understand that unexpected repair costs can be a burden and are willing to work toward a resolution with Ms. *****.

  Sincerely,

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

• Initial Complaint

  Date:05/31/2023

  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.

  In the course of a one month I paid Plaza Motors a total of $4,150,00 dollars for two separate electrical repairs. The total included a $800.00 diagnostic fee due to the fact that it took several days to track down the problem. Making an appointment means nothing as your car will just sit there until they get around to it. .To speak with anyone you have to go through the automated service ,leave a message and wait until someone gets around to calling you back. The first repair was to replace a fuse box. That repair was $3,350,00 . And i need to add my car sat there for a whole day because my keys were sitting on someones desk and was not given to the mechanic. When i picked up my car when it was finished being repaired (this time) my seat would not move so i could reach the petals to drive safely and my car had to be left another night because the mechanics had already left for the day. Three weeks later I go to get into my car and all of the back lights are stuck in the on position. another electrical problem, That repair was an additional $800.00 Again when I picked up my car the seat would not move due to the fact that the mechanic didnt hook it up right. It was fixed and I drove home. I have a 20 minute drive from the dealership to my home . Two blocks from my house i could not get my car to go past first gear. It was hopping like a frog would be the best way to describe it. Called the dealership immedialty and was told they didnt understand this due to the fact that they always test drive a car after it has been repaired and didnt notice anything. Had it towed back again to be told two days later the transmission was shot. . They were all over my car for days and no one noticed this nwas a problem before i spent all of this money??? That would be a $9000.00 repair i said no. I sent a tow truck today to pick up my car and the poor tow truck driver was there for over an hour because now they couldnt find my car what a night mare,

  

  Business Response

  Date: 06/16/2023

  Good afternoon,

  I have reviewed the complaint filed in regard to the 2006 Mercedes ML350 with the service manager. This vehicle had work completed at another local repair shop. After that repair Ms. Boehm began having issues with fuses blowing at which time, she had the vehicle towed to our shop. We did diagnostic testing on the electrical system and recommended replacement of the rear SAM which is a power distribution module. Once the repair was completed, we test drove the vehicle and it was no longer blowing fuses. Several weeks later Ms. Boehm brought the car in for the back lights not shutting off. After inspecting the vehicle, the technician found the taillight seal was leaking and water was infiltrating the rear SAM. the seals on the taillight were replaced and the rear SAM was replaced. We do understand the expense of vehicle repairs can be a burden and we discounted this second repair 10% to help alleviate some of that expense. The transmission failure is unrelated to the electrical problems that were addressed on the prior visits.

  Sincerely,

  ***** *****

  Market Controller

  Plaza Motor Company

   

• Initial Complaint

  Date:05/24/2023

  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 had some problems with my Infinity FX 35 2011 and I had it towed to Plaza Motors. I spoke with a service rep by the name of *****. ***** advised me that I would need a diagnostic and it would cost $170.00 and he would call me back once they found out what was going on. He called and we spoke and to fix my car it would cost $856.00 due to the battery having terminal and wire issues. He said the diagnostic showed no problems with the car. I told him if there was no problem with the car whey should I pay you $856.00 and ***** said he said that he could fix it at a cheaper price $480.00 and he would get the car started, If the issue should arise again they would know exactly what the problem was. When I went to get the car I drove the car for two weeks, and my wife stated that the battery light was on and it was losing power. I popped the hood and notice that they did not put the battery guards back on or the guards around the radiator of the fan. Also on the battery cable they put four washer and then put another on top of the four washers with lock nut. On the positive side they had tightened so close they damaged the cables. I would like my money back or fix problem.

  

  Business Response

  Date: 06/12/2023

  Good evening,

  I have reviewed this complaint with the service manager, and we have determined that the repairs were performed as authorized and instructed by the guest Mr. ******. We recommended additional repairs during the visit but at the guest's request offered an alternative and more inexpensive solution which came to 387.60. The guest had repairs performed at another repair shop prior to bringing the vehicle to our facility they used aftermarket parts, and the connections were not secure when the vehicle arrived.  We recommended the aftermarket parts be replaced with OEM parts. The service manager has attempted to resolve this with the guest by offering a discounted rate on the originally recommended repairs.

  Sincerely,

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

• Initial Complaint

  Date:05/17/2023

  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.

  We purchased a car from Plaza Jaguar. The car was delivered to our home with an airbag light on. We immediately notified Plaza of the issue and they picked the car back up. They returned the car a week later saying they had fixed the issue. The airbag light then came on again (some time had passed). We called plaza and made them aware. They informed us to take it to ********* Nissan as that’s who they had originally taken it to. At that point we found out they had never fixed anything. Plaza had just informed ********* to reset the light and not to try to fix the issue. We spent approximately 600 dollars at this point to fix the issue while trying to work with Plaza who would never return phone calls and were giving us the constant run around. The issue has now resurfaced again and we are being quoted 2500 to fix the issue. We again contacted plaza and spoke to the manager “*****” who said he would look in to it and get back to us. Again no follow up and many unanswered messages/calls. We confirmed with ********* that the same error message the car is showing now is the same as when plaza originally brought it to them. We have also obtained the original ticket from when plaza brought the car to them showing that the recommendation for the fix was ignored and the light was just reset. Terrible business practices and the fact that it is an airbag is major safety issue.

  

  Business Response

  Date: 06/07/2023

  Good afternoon,

  We wanted to give an update on this complaint. We are actively working with Mr. ******** and ********* to get a proper diagnosis of the repair that will be needed to correct this concern. The repairing dealership has been unable to diagnose the source of the issue and they have also checked for open campaigns involving this vehicle and did not find any that applied. We will continue to work to resolve this issue but are currently waiting for a proper diagnosis. We apologize for any inconvenience and look forward to resolving this matter. 

  Sincerely,

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

  Customer Answer

  Date: 06/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have provided what was requested which were the part numbers and associated costs.  Plaza stated they never received this information from *********, however; ********* provided it to me in 10 minutes and told me they had provided it to Plaza two weeks earlier.  I then provided it to Plaza.  I have not received a response or any further communication regarding needing additional information or “diagnosis” as stated in the dealership response.  If this is case please reach out to me and let me know what further information you require.  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 06/16/2023

  Good afternoon,

  The General Manger for Land Rover St Louis ***** ******* has been working with Mr. ******** to resolve this matter. We are currently waiting for the final repair bill from ********* Nissan. Once received we resolve the matter as agreed. Thank you.

  Sincerely,

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

  Plaza Motor Company