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

  5120 N Service Rd Saint Peters, MO 63376-3960

• 

  Lou Fusz Automotive Network

  12610 IL-143 Highland, IL 62249

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  Lou Fusz Automotive Network

  1714 Frontage Rd O Fallon, IL 62269-1845

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  Lou Fusz Automotive Network

  2 Caprice Dr Chesterfield, MO 63005-1309

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:08/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2014 Chevrolet corvette on July 12, 2023 at the St. ****** branch. I also purchased an extended warranty on the vehicle. Several days later I found out the engine had been modified by adding on a supercharger which I was not told or knew about. Another dealership told me the warranty probably would not cover the engine since it had been modified.I have made five phone calls and drove to the dealership twice to find out if the extended warranty will cover the engine. ,he two times I drove there. the answers I got was I am not sure and I will call you back and let you know. I have not received any phone calls. The other answer was probably not if the problem can be traced back to the modification. The phone calls were never returned and I have no clue if the expensive warranty I purchased is valid or not. If the warranty is not going to cover the engine then why did I purchase it? Please assist me as much as you can. Thank you *******************

  

  Business Response

  Date: 08/15/2023

  **************** has spoken to his sales person and it was explained to him that the *** he purchased non supercharger related items and that if the install of the supercharger were to damage any components they would not be covered. **************** has chosen to not cancel his *** at this point but is aware that it is always an option. 

  Please let me know if anything else is needed. 

   

  Customer Answer

  Date: 08/15/2023

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

• Initial Complaint

  Date:08/03/2023

  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 purchased a 2018 Jeep Renegade 8/14/2021 from Lou Fusz on Page and Lindbergh. My salesperson was ***** *******. Time has passed and I finally had enough money to register my car in June of this year. I had the a safety testing done and I was gathering my documents to go to the DMV and I noticed them that the title was for a 2018 Chevy Tahoe and it said Paid. I called *** ******* and I took my wrong title to her office Friday June 9, 2023. I never heard anything back from her at all. I called the dealership and spoke with someone who handle the request for titles and I explained what happen and I was told that *** ******* still had not requested a new title from Jeep Renegade. I called back again last week 8/1/2023 to check the status of my title and was told the title has not come back yet. All I want resolved is my correct title for my car and if I have to pay for another safety testing I want the dealership to either reimburse me for or do the testing themselves.
  I find ********** behavior as a salesperson terrible as she has yet to reach out to me to even apologize for HER ERROR in giving me the wrong title in the first place. I will NEVER purchase another car from any Lou Fusz again nor refer anyone to her. She doesn’t even payout her referral fees as she states. My cousin never received her fees for referring me to *** *******.

  

  Business Response

  Date: 08/14/2023

  upon researching this complaint it has been found that a duplicate title was requested by Lou Fusz on 6/28/23, as of 8/11/23 the state had finally cleared the title paperwork and should be in process. The state of Missouri is behind on title issuance and it has become an inconvenience to customers as well as dealers. Due to the fact that we are aware of this delay on the states part we will perform the inspections for the customer so that there is no further burden on their part. The sales manager also discovered that there was an unpaid referral due to be paid to the customer and that has been sent to accounting to be paid out to the customer. 

  As soon as the title is issued to the the dealership it will be sent directly to the customer. Once the customer is ready to have the vehicle registered they may contact the service department at the Page and Lindbergh location and they can perform the safety and emissions inspection. 

  Please let me know if any further information is needed. 

  Thank you

  Customer Answer

  Date: 08/15/2023

  Thank you for the update. 

• Initial Complaint

  Date:08/02/2023

  Type:Billing 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.

  Location: 10950 Page Ave, St. Louis, MO 63132.   I have a 2018 Ford Equinox. In January 2022 my car wasn't going into reverse. I took it to Lou Fuz and they discovered I needed a new transmission. It was covered under warranty and I was also provide a rental car for 2 months. On 6/2/23 my car wouldn't go into reverse again. I took it back to Lou Fuz and they said a transmission was just put in last year and they would take a look to see what's wrong. They also provided a rental. On 6/7/23 I received a email from Chris that said I needed a new transmission and they would cover it. On 8/1/23 I received a call from Chad who said my car was ready and my total would be $2,800. I asked what I was being charged for. He said it was for the rental car I was in for 61 days. They gave me a faulty part last year and the rental car should have been covered under my warranty while they were working on my car, like a rental car was provided last year. I never heard of owing $2,800 until receiving an email on 8/1/23. Also, throughout this process no one has communicated with me about my vehicle for two months. I even later found out *****, my service advisor was no longer with the company.

  

  Business Response

  Date: 08/14/2023

  Thank you for reaching out about your concerns on the repair of the Chevy Equinox. 
  The repair order states that that the vehicle was brought in on 6/2/23 and was unsafe to test drive due to tires showing chords and brakes needing to be replaced.
  The repair order also states that the customer was made aware of the rental charges at 46.00 per day even if the transmission parts warranty was covered.
  The customer agreed to these charges.
  After the service manager discovered that the part was going to be on back order, he requested ** warranty to cover the days that they would be waiting on the part to arrive. ** approved a partial payment of $765.00 and Lou Fusz covered $813.00. 
  I apologize if the customer misunderstood the nature of the rental charge but is still responsible for the charges that they agreed to. The amount owed by Kelly Evans is $2042.00.
  
  If any further documentation is needed please let me know 
  
  
  

• Initial Complaint

  Date:08/01/2023

  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 truck there because it was shaking when I drove it. They put on new struts. It cost $700. As soon as I drove off the lot, it was doing the same thing. I took it back one more time and they have not been able to fix it. Right now the vehicle is sitting in my driveway. It is 2014 GMC Savanah.  I took the vehicle to the **** *** ********* *ocation.

  

  Business Response

  Date: 08/15/2023

  After researching *** ******** complaint I have discovered that in fact both front shocks were replaced on 7/14/23. on 7/26/23 *** ****** returned stating that there was still an intermittent vibration. the technician and customer test drove the vehicle and could not duplicate the concern. according to the documentation the customer understood the outcome at that time. 

  After speaking with the service manager, he has offered to look at the vehicle once more at no charge. *** ****** may contact the service department to schedule this time if he chooses to do so. 

   

  Customer Answer

  Date: 08/16/2023

  I have taken vehicle back to them once before and they said they didn’t feel are experience the shaking vibration while test driving the truck .After considering their conclusion it seems the work that they performed was ineffective and unsatisfactory to our organization.We on the other hand can’t be all wrong 

  

  Business Response

  Date: 08/23/2023

  *** ******, thank you again for reaching out to share your concerns through this channel. 
  
  
  While it is important to our organization that we warranty our repairs it is important to be able to confirm that there is an issue. Again, we are willing to attempt to continue to diagnose any ongoing issues and if they are related to a repair we performed, we would address that urgently upon discovery. The only way this is possible is if we are allowing an opportunity to confirm the claim that there is an issue. 
  
  
  This may have already happened but we are happy to have a technician drive the vehicle with you so that you can express your concerns while you feel the issue is happening. 
  
  
  We strive to take our customers at their word, but in conditions of warranty, we have an obligation to ensure we have verified any claims ourselves. 
  
  

• Initial Complaint

  Date:07/28/2023

  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.

  Transaction date: 6/20/23
  Listed sale price of used vehicle for sale $26,942. I put down payment of $5000.
  I traded a well serviced 2016 Jeep Cherokee with new tires no warning lights blue book $7500. They only gave me $5000 for it rolling $5027.29 into the new auto loan.
  Odometer reading on purchase agreement was 129,920 miles, but when I first saw and test drove vehicle the odometer was over 130,000 miles. Dealership committed to providing a safe working vehicle and provided me a Carfax that had no issues with it. When I left dealership after purchase 3 warning lights came on indicating serious problems with the vehicles safety.
  
  I contacted this dealership less than 24 hours after purchase requesting my trade in vehicle back because of the warning lights on the newly purchased used vehicle. The dealership would not return my calls but instead text me telling me that the vehicle is as is, and refused to come up with a resolution. Lou Fusz Ford in Chesterfield, MO misrepresented that the vehicle was safe and also sold this vehicle and inflated the value of the vehicle. I requested safety inspection information for the vehicle and dealership sent link to Carfax. The Carfax link showed Brake inspection severely past due and was in Red! I took vehicle to 2 auto shops for inspection and there is $5000 in brake work that has to be completed. I had the vehicle appraised at ****** and the value was $16,500 which is severely less than the sales price, but I now have a loan for $30,293.96. This vehicle was never worth the sale price. Predatory lending and business practices have put me in debt that was not of my own doing/choice. I now have trouble getting to work and can not drive the vehicle because it is not safe.

  

  Business Response

  Date: 07/31/2023

  Thank you for forwarding Mr. *****'s concern about the Porsche that he purchased from Lou Fusz Ford on 6/20/2023. Upon researching the car deal and documents I have found that Mr. ***** purchased the vehicle used, AS-IS. He signed documents acknowledging that the vehicle was used and he would be responsible for any needed repairs after he had taken delivery. The vehicle did in fact pass the safety inspection. Mr. ***** was also offered an extended warranty which he also declined. 

  I have attached both the extended protection and as is agreements that were signed on the date of purchase. 

  I also discovered that Mr. ***** contacted the sales person the following morning after he took delivery stating that he wanted "to cut his losses" and try to get his Jeep he traded in back if possible. when she asked what the issue was he stated that he could not transport his dog in the Porsche and he felt that it was an "impulse thing" . The sale manager contacted him about an hour later letting him know that his loan with First Community Credit Union had funded, and the trade had sold at auction that morning and was no longer available. They offered to assist him with another option if he was interested. He asked the sales person to look for something similar to what he traded in. 

  No other phone communication was made by Mr. ***** about the Porsche until 7/10/23 where he contacted the store to get contact information for the General Manager and any other sales manager. He also published negative online reviews to the business at this point. 

  I have contacted both he General Manager and sales manager and they have noted that the vehicle was sold as is and Mr. ***** was made aware of the policy when he took delivery. 
  

  While we understand that buyers remorse happens and are always willing to assist in finding the "right" vehicle for our customers. We have an AS-IS policy on high mileage vehicles for a reason, they can be unpredictable. 

  I sincerely apologize to Mr. ***** for the inconvenience that he is experiencing. 

  If there is any other documentation that would be helpful in resolving his issue please feel free to reach out. 

  Thank you

   

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 3, 2023 my daughter had dropped off my car at Lou fuse Chevy dealer. She told them there was oil leaking in the turbo was having problems. They ran a scan on my car and an error came up saying the turbo was having issues. They said it would be $1500 to fix. My goddaughter okayed the fix she paid the repair and two weeks later her check engine light came back on. They ran another diagnostic code, and the same code came up as before. They told her the turbo is bad and wanted 1500 more dollars. I don’t think they are guaranteeing their repairs because the same code came up twice and they didn’t fix it right the first time. And it had been only two weeks.

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

  

  Business Response

  Date: 07/27/2023

  After reviewing the customers concern, and researching the repairs made. I have found that the customer has previously spoken to the Service Manager about this concern. I have attached the repair order that explains the conversation regarding the additional repairs needed to correct the check engine light and charges that would be necessary. It should be noted that the secondary diagnostic charge for the check engine light was not charged to the customer.

  On the first visit the concern is listed as fluid leaking. The cost to repair those leaks did not include any unmentioned check engine light. 

  I apologize for any misunderstanding of the charges, the cost to repiar the vehicle is what has been estimated by the service department. 

  Please let me know if there is any other documentation required. 

   

• Initial Complaint

  Date:07/20/2023

  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.

  Location: ***** **** **** *** ****** ** ***** My check engine light is on and they are not allowing me to get another vehicle. I have only had the car for 2 weeks.

  

  Business Response

  Date: 07/27/2023

  After reviewing your concern, It has been found that the vehicle purchased was used, and the concern appeared after any valid return/exchange period within Lou Fusz policy. The vehicle has a valid warranty on it which is covering this repair. The dealership's service department diagnosed the check engine light at no charge and is going to replace the needed parts to correct the issue. I have reviewed this with the service manager **** ***** and he has stated that transportation will be provided at the scheduled repair appointment. Please advise if there is any further assistance that can be provided. 

   

• Initial Complaint

  Date:07/13/2023

  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.

  Location: **** * ********* ***** *** ****** ** *****
  
  On August 30th, 2018, I purchased a new 2018 Kia Optima at the Lou Fusz located at **** * ********* ***** *** ****** ** *****. I took it in for service on 6/9/21 for a flashing oil light. They topped off the oil and started an oil consumption test. I was told I had to return it after 1,000 miles. I returned on 7/22/21 for a recheck and they informed me it was 2 quarts low and that they needed to an engine cleaning and oil change again to start another consumption test (2nd one). My vehicle was under warranty at that time. I took it back after the 1,000 miles again and they said the problem was a belt that needed to be fixed. I paid ($$) and my car was running fine for a few months after that.
  
  On 7/9/22, I took my car back to the dealership with the same problem of my oil burning. They said my car was 3 quarts low on oil and once again needed to do another consumption test (3rd one) and to return it after 1,000 miles. On July 10, 22, the day after I get out the shop my engine light turned on for the first time and my car started vibrating every time I was at a stop. On July 11, 2022, when I brought it back they told me it was my spark plugs and that they need to be replaced so I paid $200+ to get them fixed.
  
  On 9/26/22, I took the car back in because my oil light was flickering. They started a case to get my engine fixed. They requested all oil change records. While my car was in the shop for 2 weeks with no work being done to it I had to find rides to and from work. Dealership did not want to help with a rental car. They then claimed I had gaps in my oil change records and did not want to cover engine being replaced. My oil change was primarily done either at Kia dealership, ********* or at a home. They ended up telling me I have to pay $4,000-$8,000 dollars (which is a mysterious quote with a $4,000 gap) to get my engine fixed.
  
  After a year plus of dealing with the problem with my vehicle was no longer under warranty. I feel as if they pushed this off until my warranty was up so they could get more money out of me. This vehicle was brand new with under 50 miles when I bought it and I was the first owner. I don't mean to sound cliche but I feel as a woman I was taken advantage of for not having all the knowledge of a mechanic. Every time I went to get my car fixed I put my trust in to the Kia mechanics and my vehicle is still not fixed. It's in fact getting worse day by day. Since the last time I took my car into the Kia dealership I've had to replace the spark plugs two times. Those times were both $200+ to fix. The manager at the Kia dealership gave me two options. Either pay and fix the engine or keep driving the car until it breaks down and the second warranty will kick in.
  As a solution, I would like my engine to be replaced at no cost and reimbursement for the services I had to pay to keep my car running.

  

  Business Response

  Date: 07/17/2023

  Started oil consumption test on 6/9/2021 at 75,977.  Customer to return in 1,000 miles to  follow Kia's Service Bulletin ENG 222.  Customer returned on 7/9/21 at 75,977 (2500 miles over), consumption test had to be restarted.  Customer returned on 7/22/21 at 76,951 and we found the vehicle 2 quarts low.  We performed the overnight engine cleaning per ENG222.  Customer returned in 1k miles and the vehicle was not low on oil.  Vehicle returned on 1/5/2022 nothing documented about vehicle being low on oil.  Customer returned on 7/9/2022 with 99,165 with complaints of vehicle jerking when accelerating.  Vehicle was found to be 3 quarts low on oil.  ENG 222 was restarted.  Customer returned on 7/11/22 with engine light on.  Misfire codes stored and plugs were fouled, performed tune up.  Customer returned on 8/1 100211 for second visit follow up per ENG 222.  Vehicle was found low and overnight cleaning was performed.  Customer returned on 9/26/22 at 103,557 (3,345 over ENG 222 guidelines).  Case was submitted to KIA on 10/5 and was denied based on being out of KIA's warranty.  Was advised by KIA tech assist to reach out to KIA district rep for goodwill assistance.  District rep was contacted, and offered $2,000 towards the replacement of the engine.  The quote on the engine was $6421.58. 

  While we understand the frustration and inconvenience this has caused these are the policies of Kia Motors and were followed per their instruction.  

• Initial Complaint

  Date:07/12/2023

  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 2022 Chevy Spark and paid over $18,905 for the vehicle. I put down $5,000. I picked it up at the end of October 2023 and was told to come in at close, which was close to 10pm. It was late and I didn't realize the loan officer signed me up for a warranty that was between $3,000-$5,000 without my approval. Between the end of February 2023 and the beginning of March, I noticed the extended warranty and I called Lou Fusz. I spoke with a sales representative about the issue and he explained that other consumers have had the same issue with this person, the person was no longer with the company, and he gave me the number to call the main manger. I spoke to the main manager and explained the situation and he said I signed off on it. I explained that I didn't realize the loan officer added the extended warranty. He then sent me paperwork asking me to pre-sign, and then the loan company would fill out the rest of the form abut what they were going to give me back for the warranty. I did not sign the paperwork. I contacted the loan company and I was told all I had to do was sign off with Lou Fusz about not wanting the warranty and they would take it off. Lou Fusz said they would give me the money back if I signed the paperwork first. I do not want to pre-sign the paperwork before knowing how much I would receive back.

  

  Business Response

  Date: 07/17/2023

  Upon reviewing the facts of the complaint I have found that Lou Fusz can only provide a refund amount once they receive the current odometer reading on a signed odometer statement. Unfortunately this is how the warranty company calculates the refund amount. To receive the amount and sign the documents at the same time you may want to return to the dealership and have them verify the mileage, receive your amount, sign your cancellation documents all at the same time. 

  Please let me know if you need any other assistance. 

• Initial Complaint

  Date:06/19/2023

  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.

  01/09/23check power steering service power powersteering 1227 miles. (2)01/31/23 service power steering R/O *********** power steering loss while driving drove ,drrove about mile an came back on.1744miles. (3) 02/17/23 power steering message (3) 03/09/23 powering steering message ****. (4) power steering loss could not steer called tow truck ,driver started truck worked fine backed out of driveway no power steering ************* had truck for over 2mos. Got my truck back drove to La,pulled in my drive way an had a service power steering message.They said it was fixed.I called *** **** an informed him about the message.I am going to Arizona in 3wks,I want my truck,it is dangerous.You have know warning when the steering goes out.

  

  Business Response

  Date: 06/22/2023

  After researching Mr. *****'s complaint, we do agree that he has had several issues with his vehicle. We have contacted the manufacturer, General Motors Techline on every concern and followed their advised repairs. Our sales department attempted to trade Mr. ***** out of this vehicle and he declined our proposed offer. We have directed Mr. ***** to contact his selling dealer and the manufacturer to initiate a buy back if he qualifies. If he chooses to not contact them he is welcome to bring the vehicle back to Lou Fusz Chevrolet, but there is no guarantee that we will have the vehicle repaired and completed in the time frame requested due to parts and equipment availability.
  Thank you,
  ******* *******