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

  2 Caprice Dr Chesterfield, MO 63005-1309

• 

  Lou Fusz Automotive Network

  1025 N Lindbergh Blvd Saint Louis, MO 63132-2911

• 

  Lou Fusz Automotive Network

  900 N Lindbergh Blvd Saint Louis, MO 63141-5902

• 

  Lou Fusz Automotive Network

  5120 N Service Rd Saint Peters, MO 63376-3960

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:06/14/2023

  Type:Customer Service 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.

  Their service manager **** ****** is completely out of control in the way he handles customers who have issues or questions about the services they receive and this location. He attempted to deny me service for an appointment that I had booked weeks in advance due to the fact that I’d voiced my opinion on previous work that had been done on my vehicle while in their care. I will be escalating my concerns to the Better Business Bureau since your General Manager ****** ******* has yet to return to the numerous voicemails I’ve left. **** is pictured below for reference he seems to have an issue when women question his teams’ work especially an African American Woman.

  

  Business Response

  Date: 06/22/2023

  Originally, in 2020 Ms. ****** brought her vehicle in for a check engine light. She was not happy with the level of service at that time. The General Manager ****** ******** went through the timeline with and facts with her and apologized she felt that way but everyone follows process to the best of their ability. I offered a 10% discount and she came to pick up her car. Shortly after leaving she emailed ****** that she was experiencing a vibration. She claimed that we are responsible for a system that we never worked on. Her issue ended up being uneven rotors and had nothing to do with her original issue.
  
  Fast forward to February of this year. She brought her car in for emissions testing. We didn't perform any other services. A few weeks later, she called in demanding to speak with a manager. She stated "Whatever we did caused both of her headlights to go out". After several minutes of conversation, it seems both parties (**** and ****) became impatient. **** told her to bring it in and he would cover the diagnosis but if we did not cause the issue, any repairs are her responsibility. Once she brought in the vehicle, it was determined that both headlamp bulbs went out. There were no codes present and we are still unclear on what caused it. **** billed her for the bulbs, but did not charge for the diagnosis. 
  That brings us to the most recent visit. Recently, I asked **** to implement a document that for any high mileage vehicles( document is attached ). It essentially states that if we work on your vehicle our repairs or maintenance will not fix every part of your vehicle. Additionally, we are only responsible for parts that we repair.  
  
  **** went to ****** ******** and stated Ms. ****** was back in the store getting an oil change. I instructed him to have a conversation and ask her to sign the document so that she understood our expectations considering she felt about her services in the past. 
  When he approached the subject, she began recording him and became very adversarial. As indicated by the lack of this evidence she created being used in this complaint, he was calm and rational with her. 
  
  While I do agree that Ms. ****** and **** do not have a great relationship, I do not feel **** has unfairly treated her or targeted her. I feel these claims are frivolous as I have never received a similar complaint regarding **** nor has he ever exhibited any behavior that is discriminatory. 
  It is only fair that if Ms. ****** has the right to express her concerns at each visit, that **** should be able to address his concerns with her. His main goal was to create a fair boundary so that all parties were able to complete the service visit while avoiding conflicts that have arisen in the past.

  
  At this point we feel that it is in the best interest of both parties that Ms. ****** consider servicing her vehicle at another repair facility. 

  
  If there is any other documentation that require, please do not hesitate to reach out. 

  
  Thank you, 
  ******* *******

  Customer Answer

  Date: 07/02/2023

  First and foremost I’d like to begin by stating that I have never on any occasion had contact with ******* *******. During purchasing, services, or repairs I had performed on this vehicle or the other has she been present or mentioned as a person in leadership that I should contact should I feel the need for further conversation after a visit to the Lou Fusz Buick GMC, from *****’s own valuation, which is also on video ****** ********, is the only person to reach out to should an issue arise that I feel needs further clarification. ******* may be employed by the same automotive group but her home store is Lou Fusz Kia as a General Manager. 
  
  
  With that being said I am perplexed as to how ******* seems to be recalling events in which she was NOT a first nor second party too. She’s actually a third party so the information she’s regurgitating is a learned story like a parrot almost. Furthermore the validity of the issue in 2020 has nothing to do with the current situation at hand. If ******* had taken the time to do the necessary research before regurgitating information fed to her. She may have noticed that 2020 issue was on my Equinox that I no longer have. All the introduction of that piece of information proves is that ***** has held some sort of contempt for me since that ordeal. If not it would not been a detail that needed to be mentioned well over 3 years later. 
  
  
  Now that we’re past the insignificance of the above mentioned factors. Let’s dive into the following as for the emissions testing that was done. Yes, I called in about my low beams that were both blown out AFTER having the testing done, because I found it odd that both of them were out at the same time. The call WAS NOT placed “weeks later” I actually called maybe 1-2 days later. ******* would have known that if she’d gotten the information first hand but I digress. This is we’re things are missed because after this visit to replace the headlights there became an issue with my tire pressure sensors. 
  
  
  When I got into my vehicle I noticed that I could not read the pressure on my tires. So I looked at my paperwork and it stated I was told about it yet not one had come directly to me during the bulb replacement to notify me or ask if I wanted to address this repair issue. It was falsely stated on my paperwork that I declined to do the repair. I immediately asked for that note to be removed because that conversation never happened between anyone and myself. 
  
  
  When I came in for my tire rotation and oil change. I never said anything to anyone, I literally stood there waiting to be serviced. It was ***** who approached me in the reception area in front of his associates and other clients, to have that “conversation”. As far as me becoming adversarial, ******* I’d like to know how you able to derive that from the videos. I was calm, my tone wasn’t elevated, and I gave simple responses. But what I can tell say is cherry picking words/scenarios to fit a narrative guided by your agenda micro aggressions, which Nichole’s response is riddled with considering we’ve never met. 
  
  
  As for your “High Mileage Document” it was not signed. I would like to know if the GMC Automotive Group is aware of this. Furthermore I’d be interested to know if the contract that this automotive group holds with the GMC CORPORATION is considered a breech of their franchisee contract. It does not matter how ******* feels that ***** treated me or what she feels his intentions were. Only I know how I felt in those situations especially in the last interaction I’ve had. I should not have to go through all of this to receive a comprehensive level of service. 
  
  
  Thank you 
  

• Initial Complaint

  Date:06/07/2023

  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.

  5/31/23, car engine overheat light went on, took to dealer for specific reason and possibly fix, they game me wide variety of fix numerous things, many not having anything to do with issue like cabin air filter, oil change,, lies about empty on fluid, outrageous price over $3000 to fix where 3 other places quoted under $1500, been driving fine since, I want a refund on the $200 to through general issues right at me, lies,, total fraud

  *************** Automotive

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

  ********, ** 63141

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

   

  

  Business Response

  Date: 06/08/2023

  *********************** came in on 5/31/23 to have his 2020 Trax diagnosed for his engine fan running after shutting off vehicle and an engine overheating light coming on.  ***** agreed to the $199.00 diagnostic charge and signed the repair order acknowledging the charges.  The technician found the code P00B7 for engine coolant flow insufficient.  Upon further inspection he found the coolant reservoir empty.  He filled the reservoir and pressure tested the system and found multiple leaks.  The water pump and the water outlet were both the primary leaks.  We quoted the customer a water pump, coolant outlet, thermostat and coolant service to repair the issue.  We also quoted them a serpentine drive belt, air filters, and an oil change all for preventive maintenance purposes.  The customer declined all work and picked up.  If the car is currently not exhibiting signs of a low coolant light or fan running it is due to the coolant reservoir being filled by ** during the diagnostic process.  The conditions will return if the coolant leaks are not corrected.  I am including copies of the repair order, tech notes, and estimate. 
  
  

  Customer Answer

  Date: 06/08/2023

  Complaint: 20155688
  
  I am rejecting this response because:
  Absolutely was a lie about engine cooling system being empty, I checked when light came on, it was full!, it was a con job lied to, Also took 45 minutes to check out,, I will take this bad experience all the way to Chevrolet ************* channels on how dealers will lie,,,, if all these leaks, why is it running still, not leaking??, $199 refund or else,, *************** family will hear this!
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/14/2023

  Lou Fusz Chevrolet stands behind their diagnosis and does believe that in time they vehicle may present the same issue as before. We are willing to reimburse **************** his $199.00 diagnostic fee as goodwill. The request for the check to be mailed directly from our accounting office was sent on 6/14/2023. 

  Customer Answer

  Date: 06/15/2023

  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:05/31/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is that my tire had a piece of dark on the rear side of my vehicle. I took it in and they told me it would cost $281 and I asked if there was any warranty left on the tire. They said no and that I would have to buy a new tire. As I was buying a new tire, I asked about the warranty on the tire and they said that I would have to buy a new tire. They allowed the white man to come in front of me and no one every called me back about my complaint. They acknowledged him and there was no apologizes or anything. He didn&#**;t acknowledge me. It was poor customer service and I was discriminated against and then you take my money. The service manager looked out from his office and did not do anything. I never got a phone call back and when I walked in 3 hours later there was no one there. They damaged my valve stem when they were repairing the tire. He told me he was taking care of the labor part.

  

  Business Response

  Date: 06/08/2023

  after doing some research about ******************** complaint it was found that the male she was referring to was a tow truck driver that frequents the facility. I also discovered that the service manager did address her when she brought up her complaint in the store, and he felt that they were on good terms when she left.  I do not believe that the management or staff would intentionally disrespect ****************** in any way and we do greatly apologize if she felt that was the case. In an effort of customer service I have reached out to ****************** and offer her 50% of the cost of the tire which was also discussed with the service manager. I left a voicemail regarding our offer and have yet received a response.

  Customer Answer

  Date: 06/13/2023

  Complaint: 20124799
  
  I am rejecting this response because: I will accept a total refund in the amount of $291.00.  
  
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/26/2023

  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.

  Since my heart attack and more than my share of surgeries, one of which I am still recovering from, at 70 decided I wanted to ride a motorcycle again, I came across one like I had searched for on line and inquired about it. On 03/31/2023 I gave down payment $1300 over the phone by credit cards and got my own loan for the remainder for $4000. I then made every effort to find an affordable transportation service to get the bike back to Nebraska. Since all rates were more than 3 times what me going there for pickup, I contacted ****** ******, the salesman I was dealing with on 04/10/2023 to let him know I would arrive there next day for pickup. I had to quit my pain medication in order to be able to drive and function properly and after 10 hours driving just wanted to finish deal and go get some sleep. On arrival nothing was ready and it took over an hour to get paperwork done. By this time the motor cycle could have been pink with poka dots and I wouldn't have noticed. After getting home noticed everything he had stated in the email was total lies. According to title the previous owner had the bike less than 2 years and when key is first turned on odometer reads over 10,000 miles. As for being road worthy and touring/show capable, rusty wheels and dented lights keep it from being far from show capable. I can accepted that, but want road worthy as stated, but now sits 50 miles from me at a motorcycle mechanic because of knock in engine. I am still waiting for diagnosis.
  
  All right ****, the previous owner was actually the owner of our Indian shop. He used it as a show and display bike when he bought it with 5,000 miles and only put on about 20 miles per year, for the better part of at least five years until trading it to us. Since then, it's only had 2 miles put on. It is still road worthy and touring/show capable, but unfortunately the odometer did stop working a little while back.
  
  Respectfully,
  
  ****** ******
  Lou Fusz Motorsports
  Sales
  ###-###-####

  

  Business Response

  Date: 05/22/2023

  The motorcycle was sold in an as-is condition. The customer was in our store for over an hour and had plenty of time to inspect the motorcycle and test drive the unit. We disclosed that the odometer was not in a working condition and that the motorcycle had sat for over a year on our showroom floor. We had a technician inspect and test drive the unit before delivery and everything worked except the odometer. The bike has normal wear for a 20-year-old unit. I have tried to reach out to the customer several times since this complaint without a return answer. Please have the customer reach out to me at **********************

   

  Thank you

  ***

  Customer Answer

  Date: 05/22/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Though I was there waiting on them to do paper work, I mainly just walked around trying to stay awake and relied on all that was told to me by salesman on phone and emails on the great condition the motor cycle was. As for anyone from the company calling or emailing me that is an outright lie. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ********

  Customer Answer

  Date: 05/22/2023

  Sure is amazing how they have all the complaints and have a A+ rating. Someone in BBB must be just as dishonest as fusz salesmen!! 

• Initial Complaint

  Date:03/30/2023

  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.

  Dear General Manager:
  
  This morning, I made a service reservation using the website to schedule Concierge Service to pick up my vehicle at my home this Friday morning, March 31, 2023 between 7:45 and 9:00 AM. I need to have my oil changed and my brake pads replaced as needed. I’ve used the concierge service for my previous scheduled service and was very pleased with the service. I received a confirmation text as well as an email confirming my service had been scheduled.
  
  At around 10:10 this morning, I receive a phone call from a Lou Fusz representative informing me that my address was no longer available for the service and that the boundaries of the concierge service had changed. When I asked the representative what the new boundaries were, she just said that it depends and alluded to the need to keep Lou Fusz employees safe. I informed her that I had used the service before and that I lived in a safe neighborhood and asked again what the new boundaries were. She informed me that Lou Fusz picks up in St. Charles County as well as up and down Lindbergh but wouldn’t give specific boundaries. She informed me that I would need to drop off the vehicle and wait or drop it off and come back. I’m extremely disappointed in this response. Up until now, I’ve had only good experiences with Lou Fusz, including purchasing my current vehicle from there. This denial of service seems very arbitrary and confusing. Your online system clearly schedule me for service only for your representative to deny me on the phone without a valid reason. I would like to speak with you regarding this matter. I can be reached at ************ ** ****************** ***** *** *** **** *************

  

  Business Response

  Date: 04/07/2023

  Hello,

  I thought I competed this response the day that we received it ,however, there must have been a submission issue. 

  I appreciate your feedback and instructed our Service Manager **** to reach out to discuss. Ultimately, our goal is to serve all customers to the best of our ability and I instructed **** to continue pickup at your location considering we used to service that area. He informed me that you spoke and he felt your concern was resolved. 

  I'm not sure where our employee's comment about "safety" came from, our main reason for changing our valet area was drive time. 

  I apologize for the miscommunication and if you ever need anything in the future, please do not hesitate to contact me directly. 

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

  Customer Answer

  Date: 04/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:03/02/2023

  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 purchased a used Hyundai ****** from the dealership in April 2022. Within 9 months and < 5000 miles, the car was taken in for repair 4 times and the last time required a new engine costing over $7500. The dealership will not stand behind their product and in good faith, it should be expected that a car should last more than 5000 miles when purchasing from a dealer. They pointed me back to Hyundai (which I am also lodging a complaint) and "washed their hands" of providing any support. I will never purchase a car from a Lou Fusz dealer again.

  

  Business Response

  Date: 03/27/2023

  Good Morning,

  Mr. **** purchased his vehicle "as is" and declined all extended protection available to him. I have attached the documents that he signed at the time of the sale. He was advised to take the vehicle to a Hyundai dealer due to them having expertise on that vehicle that we would not have as a ****** dealer. We have also not serviced this vehicle since the sale to verify any other complaints that Mr. **** has had previously had on the vehicle. We apologize to Mr. **** for having any mechanical issues with his vehicle and if there are any other issues we would be glad to address them. 

  Thank you

  Customer Answer

  Date: 03/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  the car they sold me did not last 5000 miles.  It was not a matter of who serviced the vehicle but a matter that I was sold a car from Lou Fusz that required a new engine.  I should not need an extended warranty to operate in good faith that a car they sell is not a “lemon”. Stand behind your vehicles.  I paid $15,000 for the car that was worthless after 9 months because the cost of the engine cost as much as the car was worth at the time of the new engine was needed.  I essentially threw away $15,000.  That does not seem ok. 

  
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:02/06/2023

  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 purchase a Dodge ******* 2017 from their office on ********** ** and after a year of having the vehicle I had to pay to replace the battery due to low voltage then after they replace it I started hearing low clacking sound coming from underneath the vehicle so called Lou fusz after the sound got a little louder which was another 2 weeks and they stated for me to bring it in for a diagnostic testing but I would have to pay for it and the repairs which at that time it wasn’t passed the factory warranty and I didn’t have the money to pay for it so took to Dodge a couple months later and they stated it was the flex plate and it was going to cost us 1400 to get that fixed which I didn’t have that type of money so the car broke down at this point for almost a year and I still have been paying my car not for a pre-owned vehicle of $433 a month plus 4 dollars processing fee I use to pay $12. I am requesting an exchange of vehicle.

  

  Business Response

  Date: 02/08/2023

  After investigating this case. The vehicle did have a 90 day warranty from time of sale. The customer declined additional warranties at time of purchase. The vehicle is more than a year past the warranty expiration so we can't provide further support. 

• Initial Complaint

  Date:02/03/2023

  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 had a battery fail on me on 01/13/2023.
  
  My circumstances were:
  setup a tow through ******** to your dealership that day however it was 27° F and I was in a business parking lot with an ETA of 60 minutes or longer for the tow truck. Basically I would be waiting in a truck that I could not start with no heat.
  
  I was able to get someone to help me remove the battery and a ride to the dealership.
  
  However when I arrived the only service advisor that could be seen — **** mentioned the truck needed to be there to get it replaced under warranty and no techs were available anyway as it was the end of the day.
  
  I would be leaving my truck behind for a simple battery swap.
  
  **** mentioned that I could purchase the battery from parts and request a reimbursement as my truck is still under warranty.
  
  I went ahead and purchased the battery given the circumstances and my assumption that Lou Fusz was a reputable company.
  
  I contacted Lou Fusz directly on 01/25/2023 on their service web page around 10:24PM
  
  I was texted by a representative and explained the same as above. I have not received a response as of yet.
  
  Vehicle information
  2022 Ford F-150
  Mileage ~1800 miles at time of incident

  

  Business Response

  Date: 02/18/2023

  Lou Fusz has not problem reimbursing the customer for this battery.  This seems to be just a misunderstanding between all parties.  I have made an attempt to reach the customer and have been unsuccessful.  I will make contact and get this reimbursement handled with the customer. 

• Initial Complaint

  Date:01/27/2023

  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.

  On 08/18/2022 my 2012 Kia Sportage was towed to the Lou Fusz Kia -Creve Coeur location for the repair after attempted theft.
  ***** ******* ************ , our contact person was given the insurance and the adjuster info before the repair was completed and all the supplemental charges were to be sent to the ********* insurance adjuster,***** ****** | Claim Professional W: ************* ***** ********.
  on 09/08/2022 ***** ******* called to inform us that the car is done and ready to be picked up.
  when we showed up at the dealership we were presented with a bill of $2628.54 which was about $766.50 higher than original estimate of ( $1862.04) approved initially by the insurance company.
  when asked about the difference, ***** ******* admitted that she failed to submit the supplement to the insurance company cause she was "swamped" and the car could not be picked up by me if total sum not paid asap.
  Since I needed a car for work I was forced to pay the extra amount hoping to be reimbursed.
  after a month we reached out to ***** *. at lou fusz and she said she will talk to the manager regarding reimbursement. we also called several times ,emailed as well but never received any response from them.
  we also reached out to the adjuster ,***** from ********* , but since no supplement was ever received from lou fusz the insurance company could not help.
  we feel betrayed by the repair shop and had awful experience so far and we are looking for prompt resolution as the mistake has solely been made by the repair shop and we paid for the mistake. thank you so much for all your help and we are here if needed.

  

  Business Response

  Date: 02/01/2023

  To Whom it may concern,

   

  ***** called and asked to pick up their vehicle prior to the supplement being approved by insurance, at the time they were told that they could if they paid what the insurance company still owed us. We explained to ***** that they were taking a risk that insurance would not reimburse them. A supplement was provided to *********, to ****** ******** where they declined to pay our labor cost. This is an issue that should be taken up with their insurance provider *********. 

   

  Respectfully, 

  Customer Answer

  Date: 02/02/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  As IT CAN be seen in documents ***** failed to notify the adjuster on time and she openly admitted it to us that she was supposed to do that as it is standard procedure between shop and insurance company but SHE did not do that. therefore, forcing us to pay additional amount out of our pocket so we can get our car. 

  Not only did the shop dropped the ball on our repairs, by not notifying the adjuster or us before we came to pick up the car of additional amount, but they completely  ignored our  calls and emails for months. we ebven reached out to the adjuster who confirmed  that supplemental request were supposed to sent to him first so the insurance company can review and approve.

   

  We feel  that due to someones mistake we are paying out of our own pocket and we feel that is not ethically right nor good business practice.

   

  thanks!

  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 02/10/2023

  No further action will be taken

• Initial Complaint

  Date:01/20/2023

  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.

  I am unhappy with having to come out of $600 to this company considering, I had just paid the company $1100 the prior month before. The technician ***** worked on my car both times. Whom I do not believe that he did a full multi point inspection the first time my car was looked at. When I brought my car into the shop the first time, it kept cutting off on me and wouldn’t go past a certain gauge on the odometer. The same thing the second time I brought in my car. The first time I was told I needed a tune up. The second time I was told I didn’t have any oil in the car. This was after being told ,“the reason your engine is knocking “ Which is not why I brought my car In to the shop. It was not knocking nor was there any engine or oil lights on. It just kept cutting off. That was strike 1 but I let it roll off my shoulders. When I asked ***** over the phone, why wasn’t my oil checked the previous time my car was there; He said he didn’t know because he wasn’t the person who worked on the car. Which In fact looking back at my previous receipt, he was indeed the person who worked on it. When I asked ***** again over text why wasn’t my oil checked the previous time, all he said was that he understands my frustration. At this time I am just very unhappy, because I feel like that was an issue that could have been avoided. It makes me think long and hard about ever bringing my car there again. Now I’ve lost trust in them. I expressed my frustration with the technician ***** and the advisor ****. I don’t think I was taken seriously. I’ve also filed a complaint under *** **** dealer rating.

  

  Business Response

  Date: 02/01/2023

  To whom it may concern,

   

  ********* brought the car in the first time with a cylinder misfire code. We then replaced parts with her authorization, at this time the oil reading was checked and deemed fine. 

   

  1,000 miles later it came in with a different code, unrelated to the first time, showing it was starved for oil. An engine will begin to burn oil at a quick rate as it declines in health. We recommended a service that again was authorized to attempt to fix this. After 1,000 miles of driving we request the customer comes back in to check the oil level, this will determine if it needs an engine. 

   

  We performed the necessary work and received the necessary authorization before performing. 

   

  Respectfully,

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

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

   

  Customer Answer

  Date: 02/01/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: the odometer wasn’t 1000 miles later and I added oil myself to the car the same week car was reading misfire. The oil was reading low. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ********* ****

  

  Business Response

  Date: 02/06/2023

  No further action will be taken,

   

  Respectfully,

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

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