Complaints

This profile includes complaints for Lou Fusz Automotive Network's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lou Fusz Automotive Network

  1 Athletic Way Earth City, MO 63045-1523

  
• 

  Lou Fusz Automotive Network

  925 N Lindbergh Blvd Saint Louis, MO 63141-5901

  
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  Lou Fusz Automotive Network

  10950 Page Ave Saint Louis, MO 63132-1020

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  Lou Fusz Automotive Network

  10725 Manchester Rd Saint Louis, MO 63122-1309

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  Lou Fusz Automotive Network

  3470 Highway K O Fallon, MO 63368-8138

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:07/08/2025

  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 2014 ***** Equinox LTZ from *************** Buick GMC Located at *************************************** on June 30th 2025. After test driving and visually inspecting this vehicle we determined that a motor mount repair would be in the near future. After consulting with mechanics and doing my own research I decided this was not enough to deter me from this deal. My salesman told me the vehicle would need to be cleaned. After cleaning she handed me the keys and congratulated me on my purchase. She advised me that she was supposed to be off work at 6pm, however she stayed late for me and would now be leaving. She left. I started the vehicle, proceeded to pull off of the dealership parking lot when I noticed loud squeaking when applying the brakes. I knew that ******* had left for the day and the service department was closed. I sent ******* an email the very next day telling her the brakes were squeaking. She instructed me to schedule an appointment with the service department. I called the service department and they stated they would not be able to get me in until July 8th at 1:45pm. I arrived at 1:50pm. It is now 5:43pm and I am still sitting in the waiting area. 2 hours ago I was told that my car needed brake pads and rotors. The guy who told me that left for the day. A young woman approached me letting me know that I would need to find a ride home because my car is being kept longer than expected. She stated the car has a crushed brake hose and it would have to be ordered. She does not know when it'll be fixed, she does not have a loaner car nor any rental vehicles for me to drive due to my having a "Buy Here Pay Here" contract. She also said I cannot leave with the vehicle I just purchased because it is unsafe to drive. The vehicle is in the exact same condition as it was when I purchased it. So it was always unsafe to drive. They sold me an "unsafe" vehicle and now I have no money and no car.

  

  Business Response

  Date: 07/14/2025

  While replacing her front brakes (do to squeaking not safety) we found a partially collapsed brake hose that was not present during PDI. We had to order the part which is why her vehicle would not be ready the same day.  **** ******** talked to her while she was here. We did not have any rentals available and neither did Hertz or Enterprise so **** offered to pay for an **** home and back to the dealership when repairs were completed. The part was here first thing the next day and repairs were completed. 

• Initial Complaint

  Date:06/06/2025

  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.

  False advertising! I contacted **** ******* of *** **** April 2025 and asked for an out-the-door price of Stock #: F241170. **** sent me a quote much higher than what was advertised on ********** and their own website **************************. I was also told instead of the mileage being 5mi as advertised, it was more in the range of ***** miles. When I expressed my objection to their advertisements I was told that sometimes typos happen. Two months later, the same car was still for sale but for about $7,000 less. When I called **** for a second try, I was sent the quote I have uploaded ($7,000 more). The mileage stated on ****** still says 5 miles. This, is false advertising, not a mere typo. It is done deliberately.

  

  Business Response

  Date: 06/09/2025

  They General manager **** has reached out to the customer to review the pricing discrepancy. The customer did not qualify for all advertised rebates and *** **** had since discovered that there was an issue with the rebates that ****************** pushed to the sites. that has since been corrected.  

  A message was left this morning with the customer and **** will reach out again to communicate with him. 

   

  IF any other information is needed please let me know 

   

• Initial Complaint

  Date:05/26/2025

  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.

  Last August 2024. I went to *** **** ****** which is the dealer that the car was purchased to have a tire repaired. The tire had a nail sticking out of it. I was on my way to my Florida home for the winter so I wanted it fixed. They informed me the nail was too close to the rim soI had to buy a new tire. The cost was $308. They said they moved the new tire to the front right so when I buy new tires keep that tire. In April2025 dealership in ******* said I need new tires. They were on sale buy 3 get the 4th free. So I told them I had one new tires on the right front . The manager took me out to my car and said no new tires on this car all of them are the original ones that came with the car. I ask if he was sure a second guy checked and said all four are old original tires. I paid then 1100. For four tires. When I returned to ******** on May 20 I went to *** **** ****** and explained the problem. I was informed the whole thing was not possible so I said I have the receipt and pictures of the tires and the managers card from Florida dealership. The response was cant help you this could not have happened but I said I have all the proof. He said what do you want I said my $308 for the tires that was not put on my car. He said too bad not going to happen!

  

  Business Response

  Date: 07/07/2025

  please see the response from the service manager ***** Broker. I will advise the customer to contact him as he and his staff have attempted to reach out. 

  I had reached out after he had spoke to ****** (was stated at that time that we had done the work) I reached out and explained that we had the Hunter machine record after the tire was replaced that did show a newer tire on the vehicle. I let him know that I would be back in touch after I tried to retrieve the video if available (I was unable to access back that far)
  He has since been in with the vehicle, I had also tried to reach out once before his recent service visit.

• Initial Complaint

  Date:05/08/2025

  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.

  On 12/6/24, my mother, ***** ****,`` purchased a *** **** from Lou Fusz Kia and paid in full. We were told she qualified for a $500 military rebate due to my fathers status as a retired ************** veteran. We showed her military ID to the sales **** ***** ***************, and were later informed a copy of my father's DD214 was needed. We provided it on 12/16/24just one week after my dad's passing on 12/9.On 12/30, my mom received a call requesting their marriage certificate, which I provided the same day. On 2/6/25, I messaged ***** for an updateno response. My mother called and left multiple voicemails that were never returned. On 3/10, I submitted a message through the Lou Fusz Kia website and indicated I would file a BBB complaint if we didnt hear back by 3/12. On 3/11, ***** replied stating *** needed better scans of the documents. I submitted clear scanned copies on 3/15 and was told on 3/16 that the documents were acceptable.Since then, Ive followed up via email on 4/3 and again on 4/14 without any reply. As of 5/8/25, my mother has not received the $500 rebate and has been met with silence, despite fully complying with every request and providing all required documentation.This process has gone on for five months. My mother is rightfully owed this rebate, and its unacceptable to be ignored after fulfilling every requirement. We are disappointed by the lack of communication and follow-through. We request assistance in resolving this matter.

  

  Business Response

  Date: 06/02/2025

  A refund check for $500.00 was approved to be issued back to the customer on 5/12/25. 

  please let me know if there are any other questions 

  Thank you, 

  Nichole 

• Initial Complaint

  Date:04/29/2025

  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.

  Subject: Complaint Regarding Incomplete Repair Work on 2020 Jeep Grand Cherokee To Whom it May Concern,I am writing to express my extreme dissatisfaction with the repeated incomplete repair work performed on my 2020 Jeep Grand Cherokee at your dealership. My vehicle was initially brought in on November 11, 2024, for a check engine error code P0401. Despite three subsequent visits, the issue has not been resolved, and I have incurred significant *********** detailed below, it appears there was negligence in the initial diagnosis and repair, which has led to ongoing problems and costs that should have been covered under my warranty:November 11, 2024:Initial visit for error code P0401. Had the complete system been properly diagnosed at this time, the necessary repairs would have fallen under my warranty.December 26, 2024:Second visit for the same error code, due to a mechanic's error in handling the pigtail pins. While this visit was covered, it caused me significant inconvenience.April 8, 2025:Third visit for the same error code, after my warranty expired. I was informed the issue was a cooler leaking antifreeze and incurred a cost of $1,500, along with the expense of a rental car.I believe the initial misdiagnosis constitutes negligence on the dealership's part. The failure to thoroughly inspect the entire system during the first visit resulted in the recurring issue and ultimately led to costs I should not have had to bear. Furthermore, the loss of my invoice upon pick up added to the overall negative experience.I request a full reimbursement of the $1,500 repair cost and rental car expenses. I also expect a thorough explanation of the steps your dealership will take to prevent similar incidents in the future. I look forward to your prompt response and a resolution to this matter. Please contact me at ************ or mailto:*********************************

  

  Business Response

  Date: 06/02/2025

  I spoke with the Service manager **** ******* and was given the following information regarding the customers complaint. 

  11/24/24 EGR Valve replaced due to Carbon Build-up , Vehicle had ****** Miles
  12/26/24 EGR Connector replaced due to Loose Pin, Vehicle had ******* Miles
  4/07/25 EGR Cooler leaking, contaminated EGR Valve, Vehicle had ****** Miles
  
  Vehicle did have Same code, but 3 different causes. No Coolant Was found in *****, the first two visits.
  8448 miles between Second and Third Visit
  Do not see any negligence or Workmanship concerns with the repair visits.
  

• Initial Complaint

  Date:03/28/2025

  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 bought a 2023 Kia ******** from the dealership on Manchester Ave. and in towed to the one in ********** because someone broke in it. They tore up all the dashboard and there was a chip in the headlight. I had ****************** and this is why I had it towed closer to my home. The headlight/front of car is coming apart after they repaired it. It is still coming back apart. I asked them to fix it and they refused to fix it. I had a warranty on my car and an extended warranty. Some how they messed up my fender while repairing the headlight. ******** sent them the money for the repair and it was not repaired correctly. I want my car repaired without paying another deductible.

  

  Business Response

  Date: 04/21/2025

  Mr. Adams 

  I apologize for the delay in response. I have spoken to the General Manager of the store and he is willing to take a look at the vehicle again to assess the headlamp.

  Please reach out and schedule an appointment to have them take another look at it. 

  The service managers name there is **** **** and he has been made aware of your situation. Their phone number is  ************. 

  Please let me know if you have any further questions. 

  Thank you, 

  ******* Derleth 

• Initial Complaint

  Date:03/10/2025

  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.

  On the 6th of March I purchased a 2024 Buick Envision from this dealership. I had spoke to **** ****** the previous day and asked about price matching another identical vehicle from another dealership. He spoke to his manager and said yes they could. The price was to be $39,402 and they were advertising theirs at $40,136. There was also a special of 0.9% financing for 36 months and if you owned a non GM vehicle you would get $2000 in rebates. While we were there, I asked if the $2000 was another ADDITIONAL amount taken off and they said its probably already figured in with the online price of the other dealership they were matching. We made the purchase and signed loan docs and the numbers didn't really match up but I know dealerships like to work their numbers that usually end up with the same result. After getting home and looking over the documents, I realized they had listed the sale price of the vehicle I bought at $40,792 and added the $599 doc fee and $11 title fees back in. This was suppose to be included in the matched price. I then called Cardinal Buick and Suntrup Buick and asked if the $2000 was suppose to be an additional discount and both said yes. So technically I should have been paying the price of $39,402 with an additional $2000 off. I called *** **** back and talked to my salesperson **** and he said he didn't know if they included it or not on the other dealership pricing. I told him I talked to both dealerships and ***** from ******* and **** from Cardinal Buick said it was not included in onnline price and was an additional $2000 off. I feel they adjusted the sales price from $40,136 to the $40,762 then added the $599 and $11 fees on top of that. When I called and didn't get the answer from **** and had his manager, *** call me and he denied the car was listed for $40,136, which I have a screenshot off, and that they didn't finagle the price. *** denied the price difference and said we are done and hung up on me twice.

  

  Business Response

  Date: 04/03/2025

  I have spoken with the General Manager of the store that the vehicle was purchsed from. He had personally explained to Ms. ****** when she came into the store to cancel the extended warranty the pricing that she agreed to at the time of the sale. 

  I have attached the signed contract to this complaint for review. 

  When it comes to specific pricing it is possible that all dealers could have different online and listed prices on similar vehicles. *** **** can only be responsible for the price that *** **** advertises. in regards to rebates those are controlled by manufacturers and finance companies NOT the dealer themselves. They can only be applied if a customer qualifies.  The title fees are charged to any customer receiving a temp tag and admin fees are charged to every customer per state law.

  Ms. ****** agreed to the pricing at the time of the sale and signed the contract attached. 

   

  Customer Answer

  Date: 04/03/2025

  Complaint: 23045781
  
  I have reviewed the business' response and am rejecting it because:
  Yes I did sign the contract but as I stated previously,  I realize they show pricing to cover their fees they charge.  I assumed that is why the numbers didn't match up to what we had verbally agreed upon.  When I got home and looked it over and added it up,  I then realized it was incorrect.  When I spoke to my salesperson on the phone,  and asked if they would match the other dealers price of $39,402 which was to include admin fees and title fees,  he said yes they could after speaking to his manager.  I had trusted this dealership to honor that agreement and therefore didn't take the time to add it all up while at the dealership when making the purchase.  I admit that was wrong on my part,  but I had no reason to believe they would not honor their word. 
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/27/2025

  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.

  In September of 2024 I purchased a 2022 ****** corolla from *** **** ****** on Manchester Rd in ***********. Along with that purchase I also purchased 2 warranties. One warranty from safe-guard products international which covers tire, wheel, key and dent. The other warranty from *** national which is a vehicle program coverage for certified plus advantage +plus. Both of these warranties were cancelled on October 9, 2024 which was within the cancellation period according to the warrantee contracts for a full refund. I have talked with the finance manager at *** **** numerous times about the delay of the refund and no progress has been made as of the time of this complaint. Last week I went as far in contacting ****** Financial who financed my loan for the car about this refund and they have not seen any refund. I understand that the refund is to go to ****** financial when *** **** releases it. ****** financial informed me that they sent a complaint notice to the manager at *************** and that the manager would get back to me in 2 business days. I have not received any phone calls or emails from the manager at ***************. I have also contacting the 2 warranty companies about the cancellations and they claim they have done their part and it is now up to *** **** ****** to do their part. It has been 4 months and I have not seen any progress and wondering why *** **** is holding on to the refund. I would like to see the refund of $898.00 for the cancelled Safe-Guard warranty and $3,522.00 for the cancelled *** warranty issued to my account at ********************* and if that is not an option then I would like a check addressed and mailed to me in the total amount of $4,420.

  

  Business Response

  Date: 03/24/2025

  We processed the cancellation and mailed the checks to ****** Financial on Jan 13 2025. With further research the checks were never cashed. We are stopping payment and reissuing the replacement check today with tracking# *****************. Sorry for the inconvenience.  
  
  
  

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/26/2025

  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 was sold a vehicle at Lou Fusz Kia this week. Once driving off of the lot, I noticed a crack in the windshield that was not disclosed to me at time of sale. This crack is significant enough to require an entire new windshield. Lou Fusz Kia is refusing to assist with this although it was not disclosed to me. This broken windshield impacts that safety of me and my family as well as the value of my car at which I bought the vehicle. There has been a misinterpretation of the vehicle.

  Customer Answer

  Date: 02/27/2025

  Loud Fusz has gotten back to me and is helping assist with prior issue. They have agreed to make repairs after I was able to get ahold of a manager. This case has been resolved.

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service 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.

  Location: *************************************************************** On Dec. 31, 2024, I bought a ************ 4 wheel drive SUV. ****** told me in 7-10 days that I would receive a packet in the mail to register the car in my name and that would include a title. I never received it. I have been in touch with the operations manager, ******* ********** He has lied to me about 6 times. He got on his speaker phone with me and *****, person in charge of titles out of *********** She said a new title has been ordered. I asked what happened to the old title and she said it was lost. I requested a ****** on this vehicle from Mr. ********** It said the title was issued in April 2024. I have been to the *** asking their advice on this. They said for every month the car is registered to me there is a fine of $25. I feel should not be responsible for this charge. Finally, ***** and ******* ********* stopped talking to me. I spoke to an attorney and they said this is fraudulent. I have a week from today before my temp tags expire.

  

  Business Response

  Date: 02/24/2025

  I apologize for your inconvenience regarding the delay in your title work. 

  I have reached out the the management at the dealership and the titles department. 

  A duplicate title has been ordered on 2/14/25 and will be hand delivered to the customer. *** **** will cover all late fees if incurred. 

  I have attached the deal notes from the titles department and will continue to check in on the status of the title to update the case as they become available. 

   

  Customer Answer

  Date: 03/14/2025

  They have provided a title for my car, I have it now registered. Everything is now ok.