Business Profile

New Car Dealers

Lou Fusz Automotive Network

Complaints

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

Customer Complaints Summary

101 total complaints in the last 3 years.
34 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am 27 days into a purchase of a pre-owned vehicle that I bought as-is. I am experiencing issues with the vehicle such as emitting white smoke from the exhaust. I have had a mechanic check the oil and open the hood and he said there was an oil leak and there is no way a mechanic would have missed this issue and it was pre-existing. I called the dealership and explained to the manager and he said I signed for an as-is vehicle and there was nothing they could do. I put good faith in this company and the car and nobody told me about the issues with the vehicle.
Business Response
Date: 04/23/2024
************** had reached out to a sales manager at the store she purchased the vehicle from and they explained that the vehicle was as is and if she wanted to bring the vehicle in for the service department to inspect they would then be able to determine the next steps.
Unfortunately Lou Fusz Automotive Network does not facilitate repair reimbursements to outside vendors or repair facilities on as is vehicles.
The offer still stands that if she would like to have bring the vehicle in to the service department at the dealership they will perform an inspection and work with her on the next steps.
If there are any other questions please let me know

Thank you
Customer Answer
Date: 04/26/2024
I was not able to reach the business for clarification of their response.
Customer Answer
Date: 04/26/2024
I need clarification on what costs will be covered. Will it only be an inspection or for other damage that needs to be fixed. I could not reach the company for this information. this is why I have neither accepted or rejected the business's response.
Customer Answer
Date: 04/26/2024
Complaint: 21592869

I am rejecting this response because: I need clarification of business's response. I need to know if only inspection will be paid for or if damages will be paid.

Sincerely,

***************************
Initial Complaint
Date:04/15/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My vehicle - white 2009 ***** Malibu - starts up but when I park it, it doesn't start up. I found out my car needs an *** and I took my car to them to fix it. They did not fix it. I paid them the money and it's doing the same thing. They are giving me the runaround and not fixing the problem with my car. They looked at the starter and I asked why are you looking at the starter it's the *** and it's not connecting with the starter. It was $1500 for them to repair this. They are not fixing issue. I spoked to **** and *******. I spoke to them and told them my car is still doing the same thing. I would like a refund.
Business Response
Date: 04/25/2024
************** brought his Malibu ***************** in for repair on 11/16/24 for intermittent no start issues. We provided him a loaner vehicle to drive at no charge while we tried to duplicate his concern. The technician was unable to duplicate the no start issue & ************** was informed it was reasonable to suspect it was the *** however we could not verify as the condition was not duplicated. He approved the repair under those terms. He returned 2/23/24 and we again could not duplicate his concern and he was not charged. He returned again on 4/11/24 and the technician was able to duplicate the issue and found the starter relay was bad. This was replaced at no charge to the customer. He reached out once again and spoke to service manager, *********************, and said he was having the same issue. **************** requested ************** bring the vehicle back to the dealership so we can correct the issue and ************** did not return with his Malibu. We are happy to diagnose the vehicle for no charge to the customer shall they return. Please feel free to reach out to General Manager, *************************, directly to resolve the issue.
************************* ************** ************
Customer Answer
Date: 04/25/2024
Complaint: 21576093

I am rejecting this response because: *************** I mean did not fix my vehicle I had warranty on my ecm and paid them $1500 and they lie about fix it my car is still not starting. I had to take my car to another dealership at this point I want my refund.

Sincerely,

*************************
Business Response
Date: 05/06/2024
As a business we do not refund money unless we are given the opportunity to verify that the work we performed was not satisfactory or did not remedy the situation. If **************** would like to send us copied of repair orders from a different shop for consideration we would be willing to look a them.
Customer Answer
Date: 05/09/2024
Complaint: 21576093

I am rejecting this response because: I paid them to do a job and they have not I mean didn't fix are repair anything on my vehicle the keep saying they can do another diagnostic test ****************; they did 3 diagnostic test and had my vehicle 2 weeks and still did not fix my car. And I gave them copies from another dealership want was wrong with my car and they choose not to fix it. I'm just asking for my refund my money back.

Sincerely,

*************************
Customer Answer
Date: 05/10/2024
Please see attachments for clarification.
Customer Answer
Date: 05/16/2024
I have not heard back from the company and would like a response regarding my refund. I have submitted documentation for the business to review as well.
Business Response
Date: 05/17/2024
The information and pictures that the consumer sent in are not legible. Please send copies of repair work that we can read.
Customer Answer
Date: 05/21/2024
Called in to make sure we received the fax copies of invoice. Confirmed that we did.
Customer Answer
Date: 05/22/2024
Called in to check to see if business has gotten notification of new documents. Sending additional letter to business.
Business Response
Date: 05/29/2024
After reviewing the documentation provided by **************** the repair order from Miles ****** from 4/16/24 that states they "replaced the *** as per customer request, vehicle starts every time we try, good at this time"
Lou Fusz Chevrolet replaced the *** on 11/9/23 and the *** could have been replaced under parts warranty if the part failed however the repair order states they replaced it per customer request.
At this time if **************** is still having starter issues he would need to bring the vehicle back here for us to verify for our repair.
Customer Answer
Date: 05/30/2024
Complaint: 21576093

I am rejecting this response because: I want my money back $1500 and not just a repair because you did nothing to my car. I had to take it to different shop to have it fixed.

Sincerely,

*************************
Business Response
Date: 06/11/2024
In regards to **************** repair order provided by him for *** replacement by ************ we reached out to the shop directly. They stated they could not get the vehicle to duplicate the no start issue either and stated the customer requested the *** be replaced. If the *** was a bad part it could have been replaced under parts warranty if he had brought the vehicle back to us to confirm our repair as requested.
Customer Answer
Date: 06/12/2024
Complaint: 21576093

I am rejecting this response because: I did not reject any warranty you did not replace are fix the ecm and you know you haven't fix it. I had to take my vehicle to another shop to have it fix. You see the paper trail receipts and dates all I'm asking for is my refund.

Sincerely,

*************************
Customer Answer
Date: 06/19/2024
To date I have not received a refund and my issue has not been resolved.
Business Response
Date: 07/15/2024
After reviewing the documentation provided by **************** the repair order from Miles ****** from 4/16/24 that states they "replaced the *** as per customer request, vehicle starts every time we try, good at this time"
Lou Fusz Chevrolet replaced the *** on 11/9/23 and the *** could have been replaced under parts warranty if the part failed however the repair order states they replaced it per customer request.
At this time if **************** is still having starter issues he would need to bring the vehicle back here for us to verify for our repair.
Customer Answer
Date: 07/15/2024
Complaint: 21576093

I am rejecting this response because:

I already took my vehicle somewhere else to get it fixed and *************** didn't not fit it.i don't need any repair are I don't need you to look at my vehicle all I'm asking for is my refund

Sincerely,

*************************
Initial Complaint
Date:04/05/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
1/3/2024 I purchased a 2013 **** F-150 from ***************. I drove 6 miles and the engine light came on. The catalytic converters were determined to be bad and needed to be replaced. It would not be able to pass emissions. When I got my truck fixed at ***** *********** ($3,456.87), A MO license officer there at ***** told me that the dealership is responsible for making sure vehicles they sell (even used ones) will pass emissions testing. My research on this indicates that to be true. I reached out to *********************, GM at *************** asking for reimbursement of the repair bill. We communicated back and forth by email, and he ultimately offered me $1,000, which I do not find to be much help and turned it down. I said I would modify my request from $3,456.87 to $3,000 since he told me I had been overcharged, and asked that he get back to me in 7 days with a reply (3/4/2024). I have not heard from him and do not expect that I will.
Business Response
Date: 04/22/2024
Ms. ********** purchased an AS-IS vehicle and signed an AS-IS disclosure. She chose to have the vehicle repaired at an outside facility. We were not given the opportunity to look at or repair the vehicle before she took it to an outside repair facility. **** offered to reimburse her $1000.00 towards her cost of the repair that she had already had performed even though she had purchased an AS-IS vehicle.
The offer of $1000.00 still stands if Ms. ********** would like to accept that offer.
Customer Answer
Date: 04/23/2024
Complaint: 21536439

I am rejecting this response because:
*************** made it very clear that if anything were to go wrong with truck I purchased it was on me. So of course I chose a shop that was not an hour from my home, and that I had dealt with for other vehicles. It was a license agent at that shop that told me that emissions is the responsibility of the dealer. I researched that and believe it to be true.
My issue stems from the fact I purchased a vehicle that I was unable to register due to it having bad catalytic converters and would not pass emissions testing.
I am willing to compromise and consider this complaint resolved if *************** will reimburse me the amount they would have charged me to replace and install two catalytic converters

Sincerely,

*******************************
Customer Answer
Date: 05/07/2024
Thank you for your help with this matter. How would I go about accepting the "good faith" offer of $1,000 from ***************?
**************************;
Business Response
Date: 05/13/2024
I can help you with that. I will notify the office staff and **** that you would accept the $1000.00 offer. They will mail a check to you please allow 5-7 days to receive.
Customer Answer
Date: 05/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
Date:03/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took my car to *************** Buick GMS service department at ********************************** oil changes and repairs. They usually charge me $1000 for repairs. The last time they charged me $2200. I paid at total of $3500. The car is still not fixed. Each time I take it in, they say it is something different. It smells like my car is burning. It should have been clear the first time if what the issues is with the car. While they are working on the oil pan, they should be able to see other leaks. They told me it was normal wear and tear. I keep up with regular maintenance with my car. It is a 2017 car. It feels like they are taking money, but they are not correcting any problems.
Business Response
Date: 03/28/2024
After speaking to the Service Manager **** it was found that the vehicle has an oil cooler that is leaking, this is unrelated to the previous repair the oil pan that was stripped out.
On the previous repair she was in for she held on to the rental vehicle and still owes us $450 from that time. She didn't have any money and promised she would bring the money in and has not as of now.

The engine oil cooler runs $1,745 installed. **** would be willing to work with her on the price because she has spent a lot of money over the years. He stated he would do it for $1,500 including the $450 for the rental.

If she is interested in this repair please reach out to **** or the service department directly to schedule
Initial Complaint
Date:03/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a vehicle and extended warranty from *************** CDJR. A year and a half later we traded the vehicle in and filed the necessary paperwork to receive a refund of our extended warranty. Each time when attempting to call or email it would take well over a week or more to hear back from their finance department. Realizing 3 months later we still had not received our refund, I again attempted to call (left a voicemail) and email, again over a week later, I received an email stating that it was sent to our finance company on 1/24 (a month after we processed our forms). I called the finance company and they have not received the refund and informed me I should be able to get a tracking number, check number and an amount from ***************. I again called and emailed, multiple times and over a week later was finally able to speak to an individual in the finance department. When I asked for the information in regards to our refund, I was told they needed to contact headquarters. They took my information and said they would contact me first thing the next day. I have yet to hear from anyone and have again left Voicemails and emails.
Business Response
Date: 03/28/2024

*********************** Finance Manager *************** CDJR:
I called *********************** and it was diverted to voicemail.
I left a voicemail for her to please call me back.

On 3/18/24 ***************************** called me, he was the buyer.
He was informed that 5 days after the purchase ***** his finance manager had sent in the cancellation request as he requested and that **** posted the $5363.00 to his account the first week of September 2022, approximately 6 weeks after he purchased the vehicle.
He received a full refund because he cancelled within 60 days of the purchase.
Initial Complaint
Date:03/04/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They sold me a lemon and they don&#**;t want to fix it. I went back to them 3 times, at first they were going to swap me out and now I have to pay them over $9,000 to repair the car. It is for the same problem I have been having that the car is running hot. I have had it since Dec. 28, 2023. This is the 3rd time I have brought the car back to them for the issue. I would like for them to repair the car or swap me out into another car.
Business Response
Date: 03/25/2024
sales and service have been working with **************. We put a thermostat on it per car deal. He overheated it and drove it from ******* hot and now needs an engine. ***** tried to work with him on another car but can't due to his current credit situation. An agreement was made where he was supposed to come in last week to pay $1300 toward labor for repair as half of labor and sales is paying for the engine. He has not shown up with payment yet and sales said wait to order engine until he pays. **** departments will continue to communicate and work with Mr. ***********
Customer Answer
Date: 04/04/2024
This issue has been resolved.
Initial Complaint
Date:02/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went there and asked them how much would they charge to put a water pump on my car. They gave me a price. I had my car towed to them and they said Thursday they would have it ready. They called and said they had to do a test first and said if it is the water pump, they would not charge me. They did not do any of these repairs. They told me it was $2100 because they put on struts, rotors, etc. I went up there to talk to them. I had to pay $160 to get my car and called AAA to get my car from there. I would like a refund of my $160.00.
Business Response
Date: 03/28/2024
************ approved the $160.00 diagnostic charge prior to the diagnostic service being performed. Per the recorded phone calls ************ declined the repair and chose to have his vehicle towed elsewhere.
We will not refund approved diagnostic charges.
Initial Complaint
Date:02/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 2023 Jeep Wrangler unlimited on 2/27/2023. My vehicle is still under warranty and has roughly ***** miles on in. In the past 4 months my Jeep Started experiencing what most call as the "Death Wobble". There are multiple reports of this on the United ***************** of transportations website. The vehicle was taken to the dealer where it was diagnosed that it had defective tires from the manufacture (Bridgestone) according to the dealer. According to the ***** Safety Recall No. 22T-021 published 12/6/2022, IT IS A VIOLATION OF FEDERAL LAW FOR A DEALER TO SELL, LEASE, REUSE, OR RESELL A DEFECTIVE TIRE. *************** has been zero help with this issue and requests I deal directly with the manufacture (Bridgestone) for the tires they sold me on my newly purchased vehicle from them.
Business Response
Date: 02/26/2024
per the manufacturers requirements we are in contact with the technical advisor and have a steering damper ordered for the Jeep, It was stated to the customer that in the past
Experiences the changing of the tires from Bridgestone to another brand remedies the problem if the damper does not. Its up to the ** if he wants to Goodwill tires.
We are not at that point yet due to the restriction of dealer ability to order only 1 damper every 7 days. The Damper is on order and we are following the technical advisors advise. once that is replaced further decision could be made.
The service department will continue to update the customer of the status of the vehicle while it is in the service department
Business Response
Date: 02/26/2024
Left out attachment for vehicle NOT having an open recall
Initial Complaint
Date:02/13/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In September 2023, my wife and I purchased a new 2023 Kia ******* from Lou Fusz Kia in ***********, **, Due to an admitted administrative error at the dealership, we have still not received the title from **. To mitigate this issue, we have spent several hours on the phone with DMV, had to go to MO Highway Patrol to do a VIN verification, had to provide additional documentation - and had to take time off work to handle. I am seeking a return of my $499 dealer document fee to compensate me for my time and aggravation. On 30-Jan, ***************************** from *************** agreed to return the fees via email. At this time, I have not received the payment and ********************** has not returned my request for communication / update.
Business Response
Date: 02/19/2024
************,
I first want to apologize for the issue you had obtaining your title work.
As ***** stated *************** would reimburse you the $499 admin fee on your car deal.
Per the office staff at the store the check was mailed on 2/14/24.
If you need any additional help please feel free to reach you.
Thank you
Customer Answer
Date: 02/28/2024
Been resolved to my satisfaction. Thx
Initial Complaint
Date:01/22/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 22nd of 2023 I purchased a brand new **** Silverado *********** Glacier Blue Metallic. It was dark out by the time we drove it home and the next day when walking up to the vehicle from behind I noticed a paint chip on the driver side door edge. I contacted my salesperson, ***********************, and was told that he would make a note and get with the sales manager ******************* and that I would be hearing from the ****************************** body shop to schedule an appointment. That call never came. On Thursday, January 18th of **** I bought the truck in to have my bed cover and side steps installed. After the install I noticed that ***** was in the building and told him I was still waiting to hear from the body shop. He took me over to a counter where two other employees were and asked them if they could get it scheduled or if they knew anyone who could help get it scheduled. The first employee stated that she didn't know who to contact there. The second employee said that he knew someone and would reach out to them and that they should contact me or *****. I still have not heard from the body shop and ***** has not contacted me either. It has been 5 weeks still I purchased a beautiful truck and all I want is to have a small paint chip on the door repaired. I believe that if Lou Fusz Chevrolet still had a body shop this would have already been taken care of, however, trying to get the two dealers to work together seems to me to be an impossibility which is why I felt the only option would be to file a complaint with the BBB. I have uploaded pictures of the chip, which I have already sent to *********************** twice.
Business Response
Date: 01/31/2024
********************** vehicle had needed to be scheduled with our sublet repair facility for his paint chip. He dropped his vehicle off today 1/31/24 and was provided a loaner vehicle to use while his repair is being completed.
Customer Answer
Date: 02/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I absolutely love Lou Fusz Chevrolet. My family has purchased 7 cars from them and their sales and service departments have always been stellar. I hated to open this complaint, however, I just felt if I didn't ************** wouldn't be fixed. The impression I got from the folks my salesperson talked to at the desk gave me very little confidence. I am in fact more than happy with the resolution. ************** was fixed perfectly and the truck looks fantastic.

Sincerely,

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

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