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

  
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  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:10/28/2022

  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.

  On 9/8/22, I purchased a 2016 Mercedes GLE 450 Coupe from this company. They will not provide me with an operating manual so I do not know how to use the car. They told me they can send me one I can download. I have contacted other dealerships and they said it shouldn't be an issue to provide one. 

  

  Business Response

  Date: 11/18/2022

  The owner's manual is available in an electronic PDF format. The parts manager put the PDF of a portable drive so we can get a hard copy printed and sent to the customer. The sales manager **** ******** is getting a printed bound copy for ***** to the Mr. *****. This will be sent to the customer next week after we receive the hardcopy. We appreciate your patience. Have a great weekend. 

   

  Sincerely

  ***** *****

  Market Controller

  Plaza Motors

• Initial Complaint

  Date:10/26/2022

  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.

  I was having some trouble with my car. I had it towed to Plaza Motors on Olive. They diagnosed it as an electrical problem and said the car would have to be re-wired. I agreed to the job and paid them $2000. A month and a half later, the car caught on fire, out in St. Charles. The firemen who put the fire out said that it was an electrical problem. I took the paperwork from the fire department to Plaza and they are giving me the runaround. I don't have insurance on the car; it had lapsed about three weeks before the incident. The car has been totaled out.

  

  Business Response

  Date: 10/27/2022

  Good afternoon,

  We are sorry to hear about the trouble you have had with your automobile. We have reviewed the repair history and do show that we performed a repair on a 2017 Jaguar XF with **** ******** which was completed on May 18, 2022. The vehicle had been towed in for the key fobs not being recognized. At that time, we found the battery junction box was covered by water, after draining the junction box it was determined that due to water damage the junction box would need to be replaced. A water test was also performed to determine the source of the water infiltration. The source of the water leak was the third brake light which we recommended be pulled and replaced along with the grommet. This repair was declined. We understand this is a difficult situation our records indicate the repairs that were authorized were completed and the information was provided to avoid further water damage. 

  Sincerely,   ***** *****      Market Controller   Plaza Motor Company

  Customer Answer

  Date: 11/10/2022

  I would like the complaint to be reopened.  Please justify that the junction box and wiring have any relevancy running to the engine compartment.  The fire department determined it was an electrical fire.  After spending $2000 to have you all rewire the vehicle, a month later there was an electrical fire.  We were never told about a brake light.  It was based on the key fob.   It is ironic that after we paid to have the electrical fixed, it catches on fire.  I will like my money refunded.  

  

  Business Response

  Date: 11/14/2022

  Good afternoon,

  The repair order attached to the prior response is a copy of the repair order that was provided to the customer indicating the third brake light was the source of the issue and would need to be pulled and a new grommet installed to prevent further water infiltration. We did not receive the authorization required to perform the repair. When we were originally informed of the incident, we requested a copy of the fire department report showing the findings of their investigation. We have not to date received this report. Our service manager did go and inspect the vehicle. The junction box is in the truck and that is where we performed a repair.  The fire damage was in the engine compartment, and we did not do any work in the engine compartment. We are denying the request for a refund for work we did perform.

  Sincerely,    ***** *****   Market Controller

• Initial Complaint

  Date:10/12/2022

  Type:Product 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 purchased a 2022 Audi Q8 from this H32303235**303035**32H on 5/14/22. I test drove the vehicle days prior. I test drove it again on 5/14. They had two identical vehicles that had bird droppings on it. Once I signed all the paperwork and it was detailed, they told me they gave me another vehicle and it wasn&#**;t the one I test drove. There was a sensor on the car at the time of purchase and it was an instrument cluster. I called to make an appointment and they told me they shouldn&#**;t have sold the vehicle to me with the sensor. He said it wouldn&#**;t pass inspection with the sensor. I have taken the car to them five times for different issues. The truck doesn&#**;t have ****** miles on it and it&#**;s had so many issues. I contacted corporate to buy the vehicle back and they agreed to do it. H32373131**3030303138H called me and told me they are no longer willing to buy the car back.

  

  Business Response

  Date: 10/25/2022

  Good afternoon,

   

  I spoke with the ** at Plaza Audi and was informed that they did come to a resolution. They traded ************** out of the Q8 into another Q8 that she is very satisfied with. We strive to provided excellent customer service and are happy we were able to come to an agreement and resolve this matter. Thank you

   

  Sincerely,

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

  Market Controller

  Plaza Motor Company

   

  Customer Answer

  Date: 10/26/2022

  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:08/09/2022

  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.

  I took my car in for a wheel alignment and an oil change. They said I needed some additional work done. I declined so that I could shop around. I took it to another mechanic, and it turns out that not only did they not give me the alignment, but they broke the bolt. Now my mechanic says that to get my car fixed with the broken bolt will cost over $700. Plaza infinity is going to refund the alignment cost and the cost of the bolt, but not the labor for the repair.

  

  Business Response

  Date: 08/22/2022

  After reviewing we did find that the alignment charge was not removed proper from the RO after the repair was declined, which left a charge on the ticket that was not correct. That charge was for the alignment and a bolt and is being fully refunded to *** ***** in the amount of 203.93  our check number is ****** dated 8/22/22. We apologize for this error and appreciate your business. Thank you and have a great evening. 

   

  Sincerely.

  ***** *****

  Market Controller 

  Plaza Motor Company

  Customer Answer

  Date: 08/24/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: This company owes me a full refund.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/08/2022

  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.

  On May 16th 2022 I drove my **** ***** ***** to Plaza Range Rover in ***** ***** MO because the check engine light would come on and off intermittently. The vehicle still ran and drove perfectly but I wanted to get the car checked out anyways. I was told by my service writer ******** that the diagnostic fee would be $200, only to receive a text later requesting an additional $600 of diagnostic fees. This was the piece of misinformation. Since then I have heard multiple different stories every time I call, and I cannot get a call back from anyone. I was first told that the vehicle wouldn’t start (even though it started and drove just fine when I dropped it off), I was then told that the vehicle got wet and that caused an electrical issue, and I was then told that it would start but was blowing out white smoke (again another issue that was non existent prior to dropping it off). I’ve spoken to three different service writers requesting the video footage from the day that I dropped my vehicle off and drove it into their shop, as well as the service manager, and the general manager and they all refuse to call me back. Furthermore I received a text message saying that the bill to have my vehicle repaired is $21,000+, and that I either need to pay for the repairs, have it towed off of their lot, or they are going to have it towed away at my expense. Their used car department offered to buy the car from me for $500 (which was a slap in the face) This is the worst experience I have ever had with any business. I would like for plaza to either purchase the vehicle for $8,200 (which is what I paid for it so we can be done) or complete the repairs for whatever was damaged while the vehicle was in their possession and return it to me in the same condition that it was in when it was dropped off.

  

  Business Response

  Date: 08/16/2022

  The customer dropped their vehicle off on 5/16/22 with 120.432 miles.  The customer stated intermittently the vehicle will have all lights on the dash, including check engine light, gear shift fault light and ABS light and that it happened one time in the past week.  He also stated that when this happens it will not shift out of the gear that it is currently in. The customer stated that he hooked it it up to a scan tool and 112 codes appeared.  The customer asked us to diagnose the problem.  A few days later we attempted to bring the vehicle into the shop but the vehicle would not start.  Several technicians pushed the vehicle into our shop.  One of them hooked it up to our scan tool  which showed the body control module (BCM) was offline. When this happens, nothing will work on the vehicle.  The shop foreman checked for wiring and ground issues and found no signs of corrosion or open circuits. After letting the vehicle sit over night the technician attempted to start the vehicle again.  This time it started but white smoke poured out of the exhaust system.  We turned the vehicle and started the process to diagnose where the smoke was coming from.  The coolant was low so they performed a combustion chamber leak down test which showed hydrocarbons coming from the cooling system.  This is caused by a cracked cylinder head or a faulty head gasket.  We sent the customer an estimate for these repairs.  The customer declined all work.  We pushed the vehicle back onto the parking lot.  It has remained on our lot since this time.  The mileage is the exact same mileage as the day it was dropped off.  We have not driven the vehicle. 

  The customer recently purchased the vehicle from a private owner.  This private owner took the vehicle to another ****** **** ***** dealership in ************ on April 5th prior to selling it to ** ********.  This occurred on April 5th approximately 40 days prior to coming to our dealership.  During this visit to *** ************ the prior owner stated the vehicle had a low coolant light on, check engine light on and the vehicle was running rough.  The mileage at that time was 118,425.  The dealership ran codes on the vehicle which were P0302, P0304, P0305, P0306, P0308 and P0316.  These are all misfire codes.  The misfire monitor showed cylinder 6 was not functioning and that all the other cylinders had recently faulted as well.  They inspected the spark plugs and found that most or all had been fouled.  This is typically caused by flooding via fuel or coolant which is consistent with head gasket failure or bad injectors. The dealership inspected the cooling system saw no visual leaks and topped off the coolant.  In our past experience with no visual coolant leaks and fouled sparked plugs along with the multiple misfires we would have checked for issues with the head gaskets.  We are not affiliated with this dealership so we cannot speculate what else they did to the vehicle or what the prior owner was told.  All we can see is that the dealership replaced the fouled spark plugs.  

  The prior owner sold the vehicle to ** ******** shortly after this visit.  I personally talked to ** ******** and told him that we were asked to diagnose his vehicle.  We did that for him.  We have not driven his vehicle. It has the same mileage as when it was dropped off on 5/16.  I also told him I would not accept responsibility for any of the issues to his vehicle as they existed prior to him bringing the vehicle to our dealership. 

  Regards

  **** ****

  General Manager

   

• Initial Complaint

  Date:08/04/2022

  Type:Product 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 was in ***********, **. for my Sisters Funeral a few months ago and decided to stop into Plaza Motors **** My Salesperson, **** and the Retiring Manager gave me the information to Special Order a Vehicle. 2022 *** X5 40i, I was informed that it would take 4-6 weeks and when asked if I needed to get financing secured he said NO, we do that once the Vehicle Arrives. I was asked for $3,000.00 deposit to Place an Order. When the Vehicle Came to the Dealership I was called and asked to get financing. Rates had skyrocketed to a point that the amount would be astronomical for a monthly payment. I tried my ************ in ******* and they (Plaza) tried so many times that it dropped my score over 125 points. Even with 20K down it wasn't reducing it enough. I asked how to Cancel the Order. **** stated "Well, since I forgot to have you sign the form that allows us to keep your Money we have to return it. The ** got involved, ***** and let me know they were sending the Money back. It has never come. I speak with ***** weekly, sometimes twice a week and the ************ who doesn't return calls. He keeps stating they were suppose to send it, he says every time I'll check into it and call you back. Now he has made a fool of me not following up NO ONE DOES.

  

  Business Response

  Date: 08/10/2022

  ********************,

   

  I apologize for the delay in refunding your deposit. I wanted to confirm that we are sending a check to refund your down payment today by ***** the tracking number is ************. We strive to provide excellent customer service and understand that we have fallen short of the ****. We appreciate your patience and want to extend our condolences on the loss of your sister. 

   

  Sincerely,

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

  Market Controller

  Plaza Motor Company

  Customer Answer

  Date: 08/15/2022

  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,
  
  *****************************