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 ComplaintThe 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:12/14/2023
Type: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 The Lou Fusz service dept relace the knuckles on my Chevy Malibu at this dealership on 12/13. 2023. the service advisor quoted to me that the amount due for the repair as 14,000 and they would take off 200 for my loyalty as a customer. Quoted labor time was 2 hours. When I came to pick up my car that was finished the bill was a little under 16,000. I had the advisor who was taking the money explain how it took 8 hours to do a 3 hour job. and why the tremendous raise in cost. Both the advisor that originally gave me the quote and the one who I paid rearranged both the cost and the amount of time it took to do the repair. I wrote what ****** quoted me so i would know if it had been changed , In extremely upset, dont have that much in savings to begin with . Im a senior woman who is on disability and am aware that I was not only misled but overcharged and lied to about the repair. i am seeking a refund that was the extra money from the quote I was given. The amount of time was way over what it takes and the amount due was exaggerated. Personally I was scammed. This isnt the first time that has happened with this repair dept.
Business Response
Date: 12/19/2023
Mrs. ***** spoke to Service Advisor, ****** Barnes, on a recorded line on 12/6/2023 at 1:28pm. At that time she was quoted an approximate price of $1,700 for mentioned vehicle repairs. She stated that was more than she could afford so Mr. Barnes agreed to reduce the price to $1,500 as she is a previous customer of the dealership. She agreed to the price and said she would like to schedule her appointment for repair on 12/13/2023 at 7:45AM. Her vehicle repair total came to $1499.28 with sales tax and she disputed that amount at pick up. After reviewing all the calls Mrs. ***** had been quoted the price prior to her authorization for the repair. As a good faith gesture towards her customer satisfaction we will provide Mrs. ***** with a $200 goodwill certificate towards future services. If she has further questions she can reach me directly at ************ or **********************.
****** Borger
General Manager
Lou Fusz Chevrolet
Initial Complaint
Date:12/06/2023
Type: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.
Our car was damaged while on their service lot. They are claiming it is not their fault and that they are not responsible. At first, they agreed to fix it "because it was the right thing to do" (manager *****), but after realizing how much damage was done to the vehicle, they said that we need to pay for it to be fixed, or turn it into our insurance and they would pay the $500 deductible.Business Response
Date: 12/12/2023
Ms. ******,
I have reached out to ****** *********, General Manager and ***** Eaton, Service Manager about your concern.
Lou Fusz is not responsible for any loss or damage to a vehicle, or its contents. When and where or how the damage had occurred to the vehicle could not be determined. An effort of good will above and beyond Lou Fusz company policy was given by agreeing to cover the $500.00 deductible on the insurance claim.
There currently is not a change in that offer.
Initial Complaint
Date:11/15/2023
Type: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.
A few weeks ago, I received a text thanking me for getting my vehicle serviced. I made an appointment for Wednesday, September 27, 2023, but I did not receive any service. I had two alerts, I received an email and a postcard about my two alerts.I gave this information to the service advisor, last name ********. I told him I had two alerts, I gave him my postcard, and told him I had an email. He asked me to see my email, he looked at the postcard, and asked me where I saw the word emission as I had told him as I was standing there trying to pull up my two alerts in the MyBuick app. I asked this service advisor ******** could he find out my alerts in his computer as I was struggling and could not get into my MY H3130353333363437**32H app to pull up my two alerts. ******** said nothing, he watched me try to get into MY H3130353333363437**32H. So therefore, I received no service on this Wednesday morning. He did not help to find out my two alerts which I felt were important. He gave me my keys so I left the dealership.Before I left the dealership he told me my engine light was on, which I knew. I told him I had been there 3 weeks prior and a part was being ordered for me. I was not there about this part, because I did not receive a notice that this part was in. Even, after I told him this, he got on the phone, called someone and told me the part was not in.???I have been coming to this *************** dealership since 2016. I had a 2016 Encore, a 2018 Encore and now I have a 2020 Encore GX. I was recommended by friends/family to try this dealership. I have never been dissatisfied with the service at this dealership. I have never felt the need to communicate with the H363137**3238313831H. I made another appointment with a Buick dealership two days later because I could not get another appointment with *************** that week. I made an appointment to take care of my two alerts at ******* Buick in ******************, ***I had a flight out of town the next week and wanted my alerts taken care of. I am an extremely busy person and my time is valuable.In contrast, I asked the service advisor at Suntrup if she could help me find my two alerts, she said she could and took out this little device which she plugged in to my car, (right under the steering wheel), put it in her computer and pulled up my alerts. I needed the ****** mile service and an engine air filter. (two alerts)Why couldn&#**;t the service advisor at *************** have helped me with my two alerts?Business Response
Date: 11/27/2023
Good morning,
****, the service manager called to explain the confusion and apologize.
If you need any further explainations please feel free to reach out.
Initial Complaint
Date:10/19/2023
Type: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 vehicle from Lou Fusz. While waiting for the title they said it was out of State. Then I waited 60days I called they said that the title was out of the country in Germany, but they asked if I wanted to get in another car? I was speechless. Then I asked to speak with someone else to see what other options I might have. I was informed that I did not have any other options. They have given me two temp tags. I can not even get the car licensed. I want them to give me what I paid for the car and what I put in the car.Business Response
Date: 10/30/2023
Customer returned the vehicle to the dealership on 10/28/2023 and the sale was reversed. Her leinholder has been paid off for her vehicle loan and she has been reimbursed for the vehicle repairs completed while the car was in her possession. This concludes all matters involved with the customer.Initial Complaint
Date:10/09/2023
Type: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 received an email from Lou Fusz telling my my car was due for service I followed the link and was quoted a price of 141. I took the day off work to get the service done and when I got there the price was actually over 350. I showed the service department the price I was quoted for the scheduled maintenance they told me that it was wrong. I had already taken the day off work to get this done so I had to do it.Business Response
Date: 10/30/2023
Mr. ******* received a billing adjustment to the price of the basic services.
The additional services that were performed are optional and he has the opportunity to decline them in the future.
Please let me know if there are is anything additional needed.
Thank you
Initial Complaint
Date:10/05/2023
Type: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 2017 Subaru Forestor on May 31st. It has a common problem called dry start where the oil isn't in the engine and the rings of the piston don't fit the cylinder. It sounds horrible when it is started. I have contacted them to resolve this and they refuse to do anything about it.Business Response
Date: 10/09/2023
After thorough investigation into this complaint, we cannot agree to the requested resolution for repairs due to the reasons listed below. If there is a question about these documents or agreements, we are happy to review with Mr. ******. What we will offer is a 10% discount on repairs done by our service center to resolve issues, or a $500 credit towards another purchase at the same location trading out of the current vehicle.
- Vehicle was sold as-is with no warranty coverage. Mr. ****** acknowledged understanding of this by signing multiple documents stating such. These documents were provided to Mr. ****** and are available should he wish to review.
- Mr. ****** was offered the option to purchase a vehicle service agreement that would’ve covered repairs at minimal cost. He declined.Customer Answer
Date: 10/09/2023
Complaint: ********
I am rejecting this response because: The company should not have sold the vehicle with it' dry-start problem to begin with. They knew about the problem when they sold it to me. They acted in bad faith!
Sincerely,
***** ******Initial Complaint
Date:09/18/2023
Type: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 vehicle to Lou Fusz Chevrolet of Saint Peter's Mo on 8/26/2023. I described a vibration that I was getting while braking. I was told that I needed brakes and rotors. I requested to have the brakes and rotors replaced. When I picked my vehicle up on the same day, after driving for a short while, I noticed that the brakes were squeaking. Because this was a Saturday and the service department had shortened hours, I returned the vehicle through the drop box on the night of 8/27/2023 after discovering the squeaking. I was told that the brakes were defective and therefore had been replaced. I then took the vehicle home and parked it. On 9/2/2023 , I drove the vehicle again and the brakes were still squeaking, I then returned the vehicle to the after hours drop off, the next day the dealership informed me that my vehicle had been inspected and there was no squeaking and everything was operating properly. I drove the vehicle and the brakes were still squeaking and I was told that they were new metallic brakes and they would squeak. I told them that new brakes and rotors on new cars do not squeak and they needed to address the issues. After my car had been there for 2 days, I received a call stating that the brakes were fixed. When I arrived, I asked for an explanation fo how the problem had been resolved and I was told that the brakes were reset and extensively road tested and the brakes were no longer squeaking. As of today, 9/18/2023, the brakes are still squeaking and I have taken this vehicle back 4 times and the issue is yet to be resolved. I am seeking proper repair and/or replacement of the brakes and rotors that I just purchased and had installed. They should not squeak.Business Response
Date: 09/21/2023
Ms. ******,
First of all I want to apologize for the inconvenience that this has caused you. I have reached out to both the Service Manager **** and the General Manager ******. Both agree that a test drive with you to duplicate the current concern is warranted.
Please reach out to schedule an appointment at your earliest convenience and they will address your concerns.
If you have any other questions please let us know.
Initial Complaint
Date:09/13/2023
Type: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 08/07/2023 I was involved in an accident. There were 2 other drivers of cars involved in the crash, and one of them spun into my stationary car. No fatalities, but a few bumps and bruises by some of us. The police officer (Weber #129) immediately took accounts, assessments, documents, and interviews. They sent us all away once all information was processed. We all had proper insurance (liability to my knowledge) the one who initiated the entire crash drove away without tow; as he had the least amount of damage – front driver side bumper, license plate and front left quarter panel, dented and scraped, but still in – place. The rest of us were not so lucky. Our cars were towed – mine out of precaution because I noticed some leaking underneath my Sorento. I worked nights and had to try and work with the insurance companies during the day.
Week 1:
I went to an urgent care the next day 08/08/2023 to check on a chronic shoulder pain that developed as the evening went on from 08/07/2023. Xray’s revealed no broken bones. I started claims with the other 2 insurance companies (**** and Progressive). My insurance company (***) took my statement and determined that the accident was in no way my fault and refused to accept ANY responsibility.
08/08/2023 **** rep. **** B. claim #************no restitution, no rental car
On 08/09/2023 the Sunset Hills police report (23-10768) was made available over the internet, and I sent copies of the report to both insurance companies along with pictures of the damage from the accident scene. The other two companies also took my statement:
08/09/2023 progressive rep. ****** ****** claim #**********, no restitution, no rental car.
08/09/2023 **** ******* from ******* and ***** law calls and offers to assist in the claims process to make me whole again and ‘hold the insurance companies accountable’ including advising on property damage. ******* n ***** was only successful in cancelling my previous medical appointments, telling me to process my own property claims, and halting all communications between me and the insurance companies because they claimed to represent me. (the insurance companies simply stopped all communications and stopped processing my claims) furthermore, Shultz n ***** disclosed nothing to me. On 08/11/2023 I requested their letter of resignation since they had no interest in helping me.
08/10/2023 I made corrections on my statement to both insurance companies: **** and Progressive
08/11/2023 **** rep **** still investigating accident – no conclusion’s – no offer of restitution nor means of transportation like a rental car.
08/11/2023 Brown and Crouppen law accepted to assist me by making insurance companies accountable for injuries and property when necessary. I was assigned to ******* *****y. ******* *****y immediately refers me to other ‘professionals’ within Brown and Crouppen and helps set up a medical appointment with Dr. M. ******** at “Spinal Rehab Center” (new office) east of Lambert Airport, He cancelled my previously made appointments.
******* *****y made 2 different initial intakes, one of which I signed their contract under the assumption that they would hold insurance companies accountable. I made it clear on 08/11/2023 per our recorded conversation that I was not interested unless Brown and Crouppen would help in the restoration process.
08/13/2023 *** rep Monica claim # ********* starts claim, makes reservations for a discounted rental car; it took two days after jockeying me around before receiving a rental that sounded an alarm every time I opened the door. I had to pay for this rental.
Week 2:
08/14/2023 ******* *****y at Brown and Crouppen advised me to process my own property damage through the insurance companies and that Brown and Crouppen would assist me with the property part of the claim only if I needed help. And continue to see Dr. ********.
08/14/2023 **** rep. **** B. claim #************no restitution, no rental; still investigating accident – no conclusions.
08/14/2023 no immediate response from progressive insurance claim # *********, the following day, still investigating accident – no conclusions. They requested copies of the police report a second time and I sent a second copy to them. A third person claiming to be from progressive requested copies of the report the following day and I refused.
08/15/2023 Lou Fusz Kia Collision center accepts car and verifies the ************ claim number from **** and informs me to let **** know that the car is there. I informed **** and the intake people from Brown and Crouppen law as well. **** informs Lou Fusz of ‘no conclusions att’ and suggests that they go through ***.
Week 3:
08/21/2023 Progressive adjuster named Autumn claim #********* still investigating accident, no conclusion, no settlement offered (left phone message)
08/21/2023 my medical appointments have been at 10am Mondays, Wednesdays, and Fridays excluding holidays. Dr. ******** (from Brown and Crouppen) showed me his Xray results of my neck and shoulder (small abnormalities in neck, shoulder looked normal) he gave me treatment and told me he would refer me to an imaging location for an MRI before referring me to an orthopedic specialist. His appointments continue.
08/21/2023 **** rep. **** B. claim #************no restitution, no rental; still investigating accident – no conclusion’s
At this time all communications between me and any of the insurance companies and Dr. ******** have been reported to ******* ******** team at Brown and Crouppen.
Week 4:
08/28/2023 **** insurance finally accepts responsibility for the accident on 08/07/2023. A new representative that calls himself ******* ***** has taken over claim ************. He claims that **** and Progressive are both responsible because witnesses saw both cars run the red light at the initiation of the wreck. He authorized a rental car through enterprise car rental and asked for receipts of the hertz rental car that I was forced into after the accident. I immediately sent him pictures of the receipt on the phone line that we used while communicating. Was paid back 2 weeks later. **** stopped paying for the enterprise rental 12 days later.
Nic at **** claimed that they had to send an adjuster over to Lou Fusz Collision where my Kia Sorento was parked in order to get more pictures of the car for an estimate. *** at Lou Fusz said he requested that the **** guys accept His estimate, and was turned down, even though Lou Fusz charges daily.
At the end of the week, before the Labor Day holiday weekend, ******* ***** at **** declares my car as totaled and offered over $9000 to take the car off my hands. I told him that the offer was unacceptable because the car was not totaled and could absolutely be restored back to normal. I also sent proof of the car’s worth through my receipts and final car payments (double what he offered).
I attempted to contact the **** insurance company repeatedly that week with a rebuttal to their offer to no avail.
I DID receive a letter however, stating that the enterprise rental car needed to be returned immediately as **** had come to a conclusion.
Week 5:
09/05/2023 ******* ***** at **** claimed that he never received my receipts and requests for consideration. He offered a different phone link that was connected to an email. I was to send all communications to the new number, so I did so immediately and requested that they work with *** at Lou Fusz to fix my car.
He refused. This time, he offered $6,990 to fix my car so long as I send him my CAR TITLE; otherwise, I could accept a totaled offer and then threatened extra charges.
I called *** at the collision center to ask how they usually went about restoring cars through the insurance process (I’ve witnessed dozens of cars being worked on when I dropped by to see my car) *** offered a long-winded response as to how his hands were tied and how he never said he didn’t want to work on my car.
By the end of the week of trying to get my car fixed through the insurance claim process, I decided to ask ‘my lawyers’ for help.
09/07/2023 that morning, I forwarded the messages from **** to ******* ******** crew and requested counsel. I told them about the endless delays and responses from the collision center and REFUSAL by **** insurance to cooperate with me on fixing my car and attempt at my TITLE. Then ****** **** at B and C texted that ‘sorry this is not going the way you had hoped’
******* *****y called me on the phone and told me he would only process injuries through claim ************ and if I wanted someone to help with property claims, to call another firm.
Something wasn’t right. I contacted consumer affairs.
09/08/2023 Friday morning I FINALLY got an MRI by an Imaging company that was acceptable by Brown and Crouppen. That afternoon I talked to Dr. ********, and he was to get to it when he could. He was actually pretty busy.
******* *****y called me that evening and explained he didn’t want to represent me further and I expressed my frustration with him and his crew’s performance and hung up the phone.
Week 6:
09/11/2023 On Monday Dr. ******** told me the MRI’s showed signs of torn ligament damage and soft tissue swelling at my right shoulder rotator cuff (cup ??), so I had to contact ******* *****y, as this was how the Dr. was getting paid. I asked him how I was to go forward since the young man no longer wanted anything to do with me. He agreed to continue on with injury litigation.
I have YET to conclude any property recovery, and **** took the enterprise rental car from me. It’s been more than 2 weeks since **** agreed with the conclusion of the police report and 5.5 weeks since the police report was made available to the insurance companies.LOCATION INVOLVED
Lou Fusz Kia Collision center
***** *** ***** ****** **
***** ***** *** *****
**********Business Response
Date: 09/14/2023
Mr. ******,
Thank you for reaching out about your Sorento at the Collision Center. I have reviewed your statement and gathered the information from the Collision Center.
I does appears that your Issue is with the outcome of what your insurance company is willing to pay. Lou Fusz has followed all policy with in our company as well as what the what all insurance companies require.
The options that you have at this point are to reject the insurance companies offer, retain your vehicle and pay completely out of pocket for all repairs and rental costs; or you can accept their offer and surrender your title to the insurance company. The later option will be leaving you with the need to purchase another vehicle if you chose to do so.
The Collision Center has no say in weather any insurance company totals a vehicle or not. Most insurance companies will perform their own estimate and they are the final word on weather a vehicle would be totaled or not due to its current market value.
You were given a preliminary estimate by the Collision Center, please note that this is only preliminary and once the vehicle is torn down or taken apart there would be additional damage that is not able to be seen from the exterior so the cost of repair will ultimately be higher.
I am sorry for the major inconvenience that you are exp****ncing and if you need copies of the preliminary estimate once again the collision center can provide that to you.
Customer Answer
Date: 09/18/2023
Complaint: ********
I am rejecting this response because:
I have worked with lou fusz in conjunction with the insurance companies to no avail for 45 days and my car sits in there lot untouched while other cars come and go. they have had the insurance claim for 50 days. they have had the isurance money for 5 days and they do NOTHING. RESTORE THE CAR for the 12th time. PLEASE JUST RESTORE MY CAR WITHOUT FURTHER EXCUSES
Sincerely,
****** ****** ***Business Response
Date: 09/20/2023
Mr. ******,
you have been in contact with the Manager of the Collision Center as well as ***. At this point they will continue to communicate to you directly on the repair of your vehicle.
Thank you for reaching out again.
Customer Answer
Date: 09/29/2023
Complaint: ********
I am rejecting this response because:M.O.O. – Excessive passive aggressive behavior
The 3 entities that I was forced to maintain communication with after being run into were; the car insurance companies, the repair company (collision center) and the necessary law firm, that almost immediately after I signed their agreement for legal help worked against ME and FOR the others. The others that do everything in their power to either take my property from me or do further damage to my property(car) and prolong the time taken to perform the simple task of restoring my car (hood, front bumper assembly, passenger headlight assembly and a few dings equivalent to the size of a quarter – at passenger side front finder). Their M.O.O. is to exercise constant passive aggressive behavior while keeping me from proper transportation.
These activities I deem as criminal and they are for monetary gain and are politically and racially motivated. These activities include extortion, racketeering that targets myself and people like me that have little financial and legal resources. The continuous stalling on my repairs and excuses for not fixing my car are to compound storage fees.
09/28/2023 - I received a call from a repair manager at LFCC two days ago. He stated that the engine needed to be pulled in order for them to straighten out ‘railings’ so that they can put the bumper assembly on. This lie is a muse for the employees at Lou Fusz to dismantle and disable more of my car. I told him that pulling the engine was unnecessary, and to just restore the car AGAIN.
When I showed up today to see what progress they have made, I was devastated to find out that they have pulled the Kia out of the garage and put a new client’s car there instead. They had removed part of my weatherstripping near the driver side windshield, the passenger side door handle, and the passenger side rear view mirror on the door. There was no damage to either door at the time of the accident! There ARE new damages to the rear of the car near the right side of the hatch back near the GDI emblem since being parked at LFCC over the past 6 weeks. My pictures will show that the car has NO rust damage except for slight discoloration at the weld on the bumper reinforcement connection – passenger side. One small tube on the condenser in front of the radiator had a slight dent. The airbags had not diploid at the time of the accident, which might indicate that the accident was less severe than usual.
I submit that the repairs should be limited to:
Straightening and repairing:
the bumper-reinforcement (bumper base/frame) and replacing the cube-like passenger side bumper connector. (wreck damage)
miscellaneous scrapes and dents that have been appearing since 08/20/2023.
The passenger side fender that your tear-down guy removed (wreck damage)
REFPLACING:
Passenger side fender liner (wreck damage)
Front bumper absorber (wreck damage)
All of the front bumper assembly that your tear-down guy took off (wreck damage)
The hood (wreck damage)
Radiator CONDENSOR (Wreck damage)
the weatherstripping that someone left on the top of my car.
So, I called the ‘maintenance manager’ –
Bret while I was parked next to my partially dismantled car out in LFCC parking lot. He stated that they needed to pull the motor for further repairs, and that my dashboard may have to be removed too.
This statement by ‘Bret’ is not only a lie, but a 2-decade old trick that criminals used to steal turbo chargers out of cars back then, and probably now-days as well. The software that allows the turbos to perform properly are SO embedded in the dashboard of the car, that prized functions/accessories of certain cars can only be stolen if the motor and dash together are compromised. The software and accessory are taken from the car and replaced with a lesser form. This also takes significant time and effort.
So while on the phone with ‘Bret’ I encouraged the representative at LFCC for the dozenth time, to just restore my car without removing the engine. I told him that he had my authorization to put the car back in the shop and put it back together.
I had my car brought back to the place where I bought it and had a few repairs done. I had no idea the operatives at LFCC would behave criminally.
09/28/2023
Sincerely,
****** ****** ***Business Response
Date: 10/03/2023
I received the following message from ***** *****, Lou Fusz Collision Center Manager on 10/3/23.
I was outside going over the vehicle with Jake the tech a few mins ago. As we were finishing up Mr. ****** walked up, I explained our concerns with safety, liability, cost, etc. and why it does not seem cost effective for him to repair the vehicle. We showed him the frame specs on file and how damaged the frame/front end is. He appeared to understand and stated he will have the vehicle picked up tomorrow by ***.
Mr. ******,
I believe that both you and ***** are on the ***e page and you have reached an agreement on returning money as well as having the vehicle removed and NOT repaired by the Collision Center.
Business Response
Date: 10/06/2023
this customer has had his vehicle towed by *** from our location to an undisclosed location and he was refunded.
This was his choice after he met the Manager of the collision center at the vehicle and was explained why the vehicle was "totaled" by the insurance company and the extent of the damage and that it would not be cost effective or necessarily safe to repair.
He appeared to understand and decided to have the vehicle towed by *** the following day 10/4/23.
I believe that this complaint should be closed at this time.
Thank you,
******* Derleth
Customer Relations
Lou Fusz Automotive Network
Initial Complaint
Date:09/10/2023
Type: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.
Part we’re broken by service workers during a repair and not replaced causing engine damage and was returned to be repaired a second time then sent back a third time every time vehicle was returned a new problem accurred because of service parts that were damaged include cylinder head ,exhaust manifold ,and turbo parts were broken glued and drilled to modify the repairBusiness Response
Date: 09/12/2023
Thanks for forwarding this complaint. I can not locate a customer at any of our locations under this name or contact information.
I have attempted to call the phone number provided with no response.
is there a way to verify that this is a complaint for Lou Fusz Automotive Netowork and if so get the location that they had their vehicle and correct contact information from this customer
Thank you,
******* *******
Business Response
Date: 09/25/2023
Mr. ******,
I spoke with the Service manager **** who has stated that you agreed tp bring the vehicle back in to have it repiared.
If you need any further assistance **** will be glad to assist you
Initial Complaint
Date:08/17/2023
Type: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 my car from Lou Fusz Buick GMC on February 24th, 2023. Ever since then I've had numerous problems. On March 3rd, I brough my car into Lou Fusz because my brakes were not working correctly. They found that my master cylinder had to be replaced and my brakes needed to be bled. With that being said, my master cylinder was replaced, without charge. On April 21st, I took my car in because I needed to have my inspection done for registration. This was never completed before I purchased my car. However, when I did take it in, my vehicle did not pass safety. They found that I had a manifold gasket leak. With that being said, I was told to come into the dealership days later, so they can diagnosis and "work on" my vehicle. On April 24th, I brought my car in to be worked on. This service was completed, and I went on my way. However, two days later, I brought my car in April 26th because my car was jerking and stopping on me while I was driving. They told me that my car did not have enough oil in it and I would have to pay $88.58, which I did to have my oil changed. Here I am, thinking my problems would go away, but they got worse. Numerous times after this, I've brought my car into Lou Fusz because my checking light would come on and off without an issue. I kept bringing my car in, and they failed to tell me the issue. They wrote up a point summary of my vehicle, and there were several things on my car that needed to be completed. Keep in mind, I've only have my car for about 4-5 months now. Fast forward to August 10th, I bring my car in because the night before my check engine light came on. This isn't a surprise to me because I've been dealing with this issue for so long, that you'd thing the dealership would just be able to fix. I bring my car in for an oil change (2nd oil change) and paid $88.58. I REFUSED to drop my car off this time because when I did that 3 times before nothing was completed. I want a refund because I've done all I can do.
LOCATION INVOVED
Lou Fusz Buick GMC
10950 Page Ave
Saint Louis MO, 63132Business Response
Date: 09/12/2023
*** *********
Thank you for reaching out about your concerns. I understand that this has been inconvenient and I do apologize to you for that but at this time it has been documented that repairs have been made at no charge to you regarding previous complaints. Each previous complaint has been a different concern and repair. I do understand that it is not convenient to have to bring your vehicle in for needed repairs but it is necessary to allow the technicians ample time to diagnose and repair the vehicle. If you would like to arrange a more convenient time for them to further diagnose your vehicle please reach out to the service department to schedule that. other wise the repairs that you are requesting a refund on are general maintenance and would be charged to you regardless of being related to any mechanical breakdown.
Customer Answer
Date: 09/12/2023
Complaint: ********
I am rejecting this response because: I understand that I won't be receiving a refund for any services that have been made to my vehicle. However, I am requesting a refund for my entire purchase or a trade. I have allowed ample time for my car to be diagnosed. I have came to the dealership several times for you all to diagnose my car and every time you identify an issue, the problem still remains. When I brought my car in on June 26, 2023, you provided me a list of issues that was causing my car to have problems or cause my engine light to come on. One issue was to replace the intake and exhaust VVT solenoid valves. I allowed this issue to be performed and my engine light still came on and my car still continues to shake when my oil life gets below 30%. The other issues you all provided were to complete a crankcase cleaning, perform a 4-cylinder tune-up, and perform an engine oil and filter change. If I keep bringing my car in to be serviced and you all provided these issues, why aren't you fixing them. I should not have to keep coming into the dealership for all these issues provided, and the problem is still not being done. Also another reason, I stopped paying my car note September 8th because my car is not being repaired or looked at correctly when being serviced. I'm not about to continuously pay for a broken car that you all will not fix.
Sincerely,
Alisha HutchinsBusiness Response
Date: 09/14/2023
*** *********
I understand that you are frustrated and want your vehicle to be working properly, as do I.
I have reached out to the Service Manager to contact you in order for something to be scheduled and arranged for the service department to diagnose this current issue.
Like I mentioned in our initial response the technicians need appropriate time to properly diagnose and repair the vehicle. All warning lights especially check engine lights could be caused by any number of systems or failure of thousands of parts on the vehicle.
I ask that you not refuse the offer of fixing the vehicle and schedule an appointment once again with the service department so we can resolve the issue.
Customer Answer
Date: 09/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ********
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