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 has 13 locations, listed below.

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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:09/21/2022

  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 make my car payments regularly. I had purchased it from the dealership on **** ***. I have never missed a payment. They cut the car off with the regulator, it was making noise. When I called them they said that it was working fine. They said they would reset it but it still wouldn't start. The car had died. I called ***. They charged the battery and it still wasn't able to start. He tried a voltage regulator; the tech said he felt it was a bad starter. I had to call another tow truck to take it to another shop. The certified techs at the shop put a starter on there and they did a diagnostic. They found that it was the box on the car. Lou Fusz said there was no way it could be the box, it had malfunctioned. The manufacturer was on the phone with the mechanic and they were aware that some boxes were malfunctioning. The car is still in the shop and Lou Fusz is saying they are not paying for the box. The mechanic cut the cord to the box without my permission. The manufacturer told them to do that so that a new battery could be put in. They are doing all this and charging my account. $653.00 bill.

  

  Business Response

  Date: 09/21/2022

  Thank you for taking time to reach out through this format. 

  My name is ****** ******** and I am the General Manager of the Lou Fusz buick GMC dealership. I read your concern/complaint carefully and have spoken to all internal employee's involved in the conversation with you over the past couple of days to ensure we have followed policies that meet our guidelines. 

  On Monday morning, the Buy Here Pay Here financing company received a call from you stating that you were hearing a chirping sound from your vehicle and shortly after the vehicle would not start. They expressed that you would need to charge the battery and that we would resend codes to your pastime unit to reset it. (As stated on the phone, the chirping was an indicator that the system is detecting a voltage issue, usually because of a bad battery). At that time our reprehensive explained once the car was started it would need to be brought to an authorized repair centers. 

  The next communication we received was from "*****'s", a vehicle repair center that had received the vehicle and they had already installed a battery and a starter but they were still not able to get the vehicle started. Considering *****'s is not an authorized repair center for ******** unit's, they were reaching out for direction on how to troubleshoot the ******** system. The dealership representative stated he would pass the information to the **** ********* ******* and have a rep call you when available. The next day you contacted the **** company directly and insisted that they were responsible for the $653 Bill. 

  As explained and outlined within the pastime device agreement, you are required to have service to the unit done at a certified past time dealer. At some point *****'s made contact directly with ******** and ******** explained how to bypass the system by cutting the connection wire. Our representative offered to assist by installing a a new past time unit at no expense, however, we are not responsible for any unauthorized repairs made outside of the conditions of our pastime agreement.

  Further, we ask that you allow us to repair/replace the unit as soon as possible as it is a breach of our agreement to tamper with the system in any way. It is of the up most importance that we replace the unit as soon as possible. 

  In the future, if you are experiencing issues, it is important to bring your vehicle to a repair facility that is an authorized by ********. It is hard to say what issues were caused by what system after repairs have been made, and the only way to obtain warranty is if an authorized repair facility inspects and diagnosis the vehicle. It is as possible that the bad battery caused the ******** unit to fail as it is that the unit caused the battery to fail. Additionally, we do not have any recorded history of a ******** unit ever causing a starter to fail.

  I apologize as I understand vehicle repairs are frustrating but I feel we followed proper policy and gave clear instructions, upfront, on how to proceed in an attempt to remedy the situation (On Monday). We did not authorize *****'s to perform any work at our expense and we asked that you bring the vehicle directly to us. 

  Please let our team know when a convenient day/time to replace the ******** unit is for you and we will prioritize your appointment to ensure you vehicle is available as quickly as possible. 

  With respect,

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

  General Manager

  Lou Fusz Buick GMC

   

• Initial Complaint

  Date:08/29/2022

  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 made a purchase from them on July 30th. They kept fooling around when it came to paying off the car I traded in, so my bank took another car payment from me. When they finally did pay for the car, the paid only what was left of the balance, not what was owed originally. So they owe me a car payment that I only had to pay because they didn't do the pay-off in 10 days as they were supposed to .

  

  Business Response

  Date: 08/29/2022

  To Whom It May Concern,
  
  I have personally spoken with the customer today. We have verified that the refund from her payoff she is due has been mailed by our corporate office.

  If the customer has not received it in the next few days I will take further action. 

  Respectfully,

   

  Customer Answer

  Date: 09/02/2022

  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. However, I was told on Monday that the check was already in the mail and here we are at Friday and no check.  I get an email every morning with what is being delivered and I’ve still not seen it.  I will be contacting dealership again today.  At this point-I expect a check to be delivered to my house.  I’ve been patient and understanding in this matter.  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 09/02/2022

  To whom it may concern,

   

  We are showing according to **** that the check was delivered to the consumers mailbox on 08/27. We will stop payment on the check and hand deliver one. 

   

  Thank you 

• Initial Complaint

  Date:08/19/2022

  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.

  Lou Fusz Toyota at ********* and ********** ******** ******** has been to Lou Fusz customer for over 20 oil changes. She has taken her car there for all her repairs. They over torqued the bolt and caused extensive damage and cost to the oil pan and bolt. They refused to acknowledge that it was their fault and will not reimburse her or help her in any way. They say she caused the damage. ****** ** ******* says it’s a dealership She has never touched the oil pan or bolt herself. They are not calling her back or dealing with her at all.
  We want:
  Reimbursement for the cost of the oil pan and bolt
  We never want to deal with Lou Fusz again.

  

  Business Response

  Date: 09/12/2022

  We have contacted **** ******** in regard to this matter. We did an investigation immediately and found the issue was caused by normal wear and tear due to the age of the vehicle. This is a common occurrence with her year, make, and model and is not covered by any warranties. Further we did offer **** ******** a credit on future service in light of her loyalty to our business, which she refused.

• Initial Complaint

  Date:08/18/2022

  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.

  June 2022, I took my car to Lou Fuz Kia to get a repair, which was a very expensive repair. While i was there they talked me into purchasing a different used vehicle "As Is" I explained to them I could not afford the extended warranty that they were offering and was told that should not be an issue, they said this car they were selling me was thoroughly inspected and was in prime condition. Just 3 days after purchase I had to take the car back to them because the air conditioning was not working. They sharply told me that I had not purchased any warranty but acting in good faith they would do a 1 time repair. They serviced the car, but it did not fix the issue at all, I later seen on the paperwork they had only approved a courtesy diagnostic not a repair. They are telling me that it will now cost over a $1000.00 to fix the air conditioner and that they will not pay for it, I have to come out of pocket for it. They only gave me $700.00 for my old car that had perfect air conditioning, plus I gave them over $16000.00 for the new vehicle that immediately needed repairs.

  

  Business Response

  Date: 08/19/2022

  To whom it may concern,

   

  This vehicle was sold as-is. Given the circumstances of the situation and the mindset the Lou Fusz organization we decided it was only right to assist her on this issue in the form of a one time good will covering the majority of the cost of the repair. 

  ***** has been contacted and told that we will complete the repairs at minimum cost to her. 

  The work has been completed. 

   

  Respectfully,

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

  General Manager

  Lou Fusz Kia

  Customer Answer

  Date: 08/25/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  They did fix the A/C, but they tore out the whole front end.  While I was driving, my husband told me there was something hanging from the left front tire.  I took it back to Lou Fusz and told them the clips were broken.  They put a bolt in.  It dented up that area and the frame is not lined up properly.  I took it back to them and they told me it was like that already, but it was not. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 08/26/2022

  To whom it may concern,

   

  Here is a copy of the repair order. 

  There will be no further repairs made for this customer. 

   

  Respectfully,

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

  General Manager

  Customer Answer

  Date: 08/29/2022

  Please see attached fold with pictures of my car that was damage after the air condition was replaced.  I have also attached the paper work when I first went to them about the air conditioner and after.  I have also attached the estimate for what it is going to cost to get the repairs done after they damaged it taken the whole front end off.
  

• Initial Complaint

  Date:08/18/2022

  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 came into service department
  With a non functioning cruise control. I pre ordered a steering wheel switch through the parts department the week before. They installed the part without properly determining if that was the issue with the speed control. I then also had a check engine light for them to look at. I was diagnosed with a bad catylitic converter. They tried to sell me a new one when my check engine light threw a false code. Meaning that check engine light went off. My cruise control is still not working. I called service manager left message and he never returned my call.

  

  Business Response

  Date: 08/18/2022

    To whom it may concern,

   

    As stated the customer ordered the part on their own.  We installed the customer's supplied part.  We would be happy to diagnose the concern for the customer.  We can also scan your engine system, although it sounds like you have an intermittent issue.  Please reach out to me to have this issue inspected again.

   

    With Respect,

   

    **** *****

    Service Manager

• Initial Complaint

  Date:07/30/2022

  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.

  Purchased a ***** lawn mower from local ***** dealer spring of 2020, started having problems with the transmission. Called dealer for warranty repairs. No parts due to Covid. Was told I would be called when parts were available. In the meantime Lou fuse purchased the ***** dealer and they called me to tell me I could bring my mower in for repair. Of course not covered under warranty any longer because too much time has elapsed. So I paid for a new transmission replacement and I’ve been having problems with it ever since . can’t get any satisfaction

  

  Business Response

  Date: 08/22/2022

  This problem originated with the previous ownership ***** **** ***********. We have contacted *** ******* and have handled this situation with him. We are taking care of the repair with no additional cost to the customer.  I am unable to provide a refund for something that we did not take in and service that I did not provide. We have assured the customer that we will be sure he has a working machine when we get done with it.