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

• 

  Lou Fusz Automotive Network

  1714 Frontage Rd O Fallon, IL 62269-1845

• 

  Lou Fusz Automotive Network

  925 N Lindbergh Blvd Saint Louis, MO 63141-5901

  

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:12/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To the service department
  I brought my car in 12/7/22
  I wanted my Automatic transmission fluid to be changed and replaced and to provide the normal transmission sb100 clean and condition 2step kit and install ******** which is 08800 code bopckt and the cost was $224.79
  I had an oil change that was $84.95
  My total was $299.74
  On 12/17/22 The cover of my oil pan cap was not secure. They did not return all of the bolts to secure it, it was loose, bolts were missing. I also observed some type of fluid was leaking out from the car I wasnt sure if it was oil or transmission fluid
  My car only has 55000 miles and I observed dirt on top of the pan and all through out the engine with dust and filth on top.
  When I checked the oil it was 3/4 low and I had just had the oil changed
  12/12/22 the engine light came on and I took it to **** **** to get a diagnostic reading and they told me the evaporative canister purge valve needed to be replaced p0442 was its code.
  on the 12/17/22 I returned the car and explained to them what was going on. An advisor told me, I dont know his name, I tried to show him that the oil was low, but he tried to tell me the oil was full but I know the how to tell if it was full and it was not.
  I showed him the cover of the top portion of the engine was not secure and he told me they did not have a bolt to secure it.
  I told him about the leak and said they would check it. They said there was transmission fluid leaking and they reset my engine light but the part I needed to repair was not fixed
  I took it to *** **** service and they told me transmission fluid was leaking so whatever they did was not corrected.
  I believe they tried to sabotage my car because it only has 555000 miles on it and its a 2012 in excellent condition. After they serviced the car if I put the car on the highway I could have caused more damaged because of their service.

  

  Business Response

  Date: 01/05/2023

  Dear Dispute Resolution Department,

  
  

  I spoke with ****** ******* on 1/5/23 and agreed to refund the $229.74. We are mailing him a check.

  
  

  Please close the complaint as resolved per Mr. *******'s request.

  
  

  Thank You,  

  
  

  **** ******

  Customer Answer

  Date: 01/13/2023

  The service Manager committed to the cost of the service, and I have not received that payment in the mail yet.   

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a vehicle in for repair, they repaired the vehicle however that only lasted for 300 miles before the engine needed repair again. They agreed to fix the vehicle again at no cost, however when they fixed the vehicle the 2nd time they found out there was damage to the engine. That damage to the engine was because of the failure of the first repair. They have had my vehicle for over a month and a half. They have never called me to give me any information, they have failed to return my phone call. I have tried contacting them multiple of times. I tried to call the service manager and they denied they did any damage to my engine.

  

  Business Response

  Date: 12/16/2022

  After reviewing Mr. ******** concern, it was determined that the Lou Fusz Automotive Network will assist Mr. ****** by replacing the engine on his vehicle for the original paid amount.  Mr. ****** indicated that he would be satisfied with this result.   

• Initial Complaint

  Date:12/09/2022

  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 received a vehicle from Lou Fusz Subaru on 21 Dec 21. When I received the vehicle (shipped to SC from MO), I realized the passenger door had damage. There were issues opening the passenger door. When working with the sales rep, they sent videos of the vehicle, but this damage was NOT shown in any of the videos. I specifically asked if there was any structural damage, since I could not see the vehicle for myself, and it would take 4 days to receive the vehicle. I tried to work with the dealership, the corporate office, and Subaru corporate. Subaru corp sent me back to the dealership. They ignored me. I provided 2 reasonable quotes for them to repair the damage. They ignored me again. I sent multiple letters registered mail. So I know they were received. They also ignored my emails. I showed evidence of the major gap in the door frame. There is no way that this damage happened during shipment. This was poor repair work that they had to have noticed prior to shipping the vehicle. There were other issues with the vehicle that I noticed once it was received, but this was the only issue that I asked them to resolve as I had specifically asked about any structural damage. I ensured that I asked as I was told that the 3-day grace period starts once the vehicle left the lot. Knowing the shipping would take 4 days, I wanted to ensure there would be no surprises. I asked was that they work directly with Subaru or other repair shop (lower quote for work) on fixing the vehicle. There were other safety issues with the vehicle (i.e. seatbelt not working). So they knew they were selling a vehicle that was not as advertised. I was already accepting a vehicle with bad paint work (which they were quoted $6-8k to have fixed, only offered $2300). I had no choice but to accept as I had already bought the vehicle (they also tried to sell it again to someone else) and committed to sell my other vehicle. All I asked was they fix the damage they did not disclose at the time of sale.

  

  Business Response

  Date: 12/10/2022

  We have been in contact with the client about this multiple times. The client purchased a vehicle that we sold as is. The client had the vehicle for more than a month before we were ever contacted about any issues, not 4 days.  As stated before purchase the client was sent complete walk around videos and detailed pictures of the vehicle to show cosmetic damage. We provided the client with a damage disclosure that we have signed. It clearly states we will provide no further adjustments based on condition of the vehicle and discloses all damage that was on the car prior to delivery. There was no structural damage at time of delivery. Lou Fusz does not cover damage to a vehicle after delivery and doesn’t provide additional adjustments to a transaction after the fact. We have a signed damage disclosure on this transaction specifically stating this. 

  Customer Answer

  Date: 12/12/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I contacted Subaru of America first on the issue as the dealership had already proven to not be trustworthy.  They had re-listed my vehicle and tried to sell the vehicle from under me AFTER I had already completed the financing. They would have left me with no vehicle at all, simply because I asked for crossbars.  I have the email to prove that as well.

  None of the videos they sent showed the area of the damaged door, only the paint issue.  The as-is disclosure clearly stated it was for the PAINT issue, not the damaged door.  They did not disclose that damage at all.  Their "body shop" quote for the paint was $6-8k, they only offered $2300.  I had no choice but to accept it as that issue was disclosed after purchasing the vehicle.  They did NOT disclose the damaged door, even after I specifically asked about structural damage.  Both local body shops (including Subaru dealership) stated that there is no way that the selling dealership did NOT know of this damage because of the issue opening the passenger door.  They both also stated that there is no way it happened during shipment, as evidenced by any lack of external markings on the door.  It was a result of poor body work done on the vehicle.  I would have been fine with the paint issue, even though repairs would put me in the hole thousands of dollars.  But I am NOT ok with them NOT disclosing the structural damage.  I have gone through all levels of the dealership and Subaru; hence the reason for needing BBB's interjection.  They did not disclose this damage, it was not covered under the as-is agreement (only paint), and they should take responsibility for fixing their mistake.

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

  

  Business Response

  Date: 12/12/2022

  We are sorry the client feels this way. We stand behind the evidence we have. Based on this we will not be providing any further concessions. 

  Customer Answer

  Date: 12/15/2022

  Complaint: ********
  
  I am rejecting this response because:   I have the videos showing that the door was Not shown. I was NOT told of this damage.  A reputable business would fix the damage that was NOT disclosed. There were a lot of issues with the vehicle, including seat belt not working, 12v charger not working, misc sounds coming from dash, Starlink, etc. I had those fixed.  But the ONLY thing I expect to be fixed by the people who sold me a damaged vehicle is the structural damage, when I specifically asked in advance about any damage. There is no way they could not see this big gap, according to both body shops that I had give an estimate on repairs. It was a result of poor body work. This structural damage needs to be fixed and paid for by the dealership who sold me a damaged vehicle. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/05/2022, I paid *************** Of St ******, $2,323.84 for a complete miss diagnosis of my car. It was not fixed there, and was towed off while disrespectfully throwing all pieces of the motor in the back seat and trunk w a little cardboard separating what are very expensive motor parts. ***************, quoted me $14,000 to repair the engine so I found the best and most reputable Engine builder for Subarus in The St louis **** to fix the car. On arrival he was disgusted with the way the parts were treated, the inside of the car door now has damage since it was slammed as the parts were to long to fit in the back seat. Further, this company had completed a full assessment of the engine, and came to the conclusion not only was *************** 100% WRONG, those parts they mentioned as a must to replace where in great shape. Full documentation is being completed via in writing, video, and pictures as to how the vehicle was received, assessment of parts, and what the actual problem was of the car to begin with. An apology will mean nothing is not acceptable what so ever for reconciliation in this case. Its nearly fraud what they have done. Once all docs, pics and vid is received I will add to this complaint.

  

  Business Response

  Date: 02/03/2023

  The gentleman indicated that he had video and pictures.  We are waiting on this documentation to complete our investigation of the individual's concern. 

  Customer Answer

  Date: 02/03/2023

  Complaint: 18538676
  
  I am rejecting this response because:
  
  I have responded via email to BBB that have have emailed those pics to BBB and asked for my case to be updated w those pics over a month ago, I also in that response asked how I can go about sending the video as it would not allow for a video.  So those pics at least should be there to be reviewed.  If I need to resend can do immediately, I just need to know as to where to ensure they are able to be seen. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 02/17/2023

  I have spoken and worked on my issue directly with **************** 

• Initial Complaint

  Date:11/29/2022

  Type:Order 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.

  Purchased a 2008 Jeep Commander back in 2009 bought it off the show floor. The jeep came with *************************** Warranty, best Warranty in the business. I have had all service maintenance done on jeep at dealership. Dealership gave me an inspection report on vehicle every time. Fast forward I had an oil leak ( gasket) bottom of engine. Called **************************** to get it in, they are two weeks out to get jeep in, but I could drop off and if they get cancellation they will get it in. Didnt like responds after 13 years of doing business with ***************. Called another dealership said they could work it in. They told me that the **************** ******** would cover it BUT, there was a five and ten year inspection required. Lifetime Warranty is void, no one ever told me that (***************) that is why i had all services done at dealership, to keep everything in order. The repair cost me $1000.00. Im very disappointed and trusted ***************. I bought another Jeep back in 2019 Wrangler. Emailed *************** about problem and talked to one person was told they would get back with me. Still waiting!!!!

  

  Business Response

  Date: 11/30/2022

  To Whom It May ***************** lifetime warranty that was provided to the consumer was from the manufacturer and sometime after the purchase of the automobile the consumers are notified by the manufacturer of the requirements to maintain the the lifetime warranty throughout their ownership, this is a process that the manufacturer did on every consumer who bought a vehicle with the lifetime warranty.  As stated by the consumer this process happens every five to ten years which means that since the consumer bought this vehicle in ************************************************************************************************************ April 2014, the manufacture does not provide us with a list of the customers that are due for this inspection and we do not have a way of tracking this. This process has always been between the manufacturer and the consumer, we have reached out to the manufacturer to see if they will reinstate the warranty but at this time we have not received an answer back.  

  Sincerely,

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

  Customer Answer

  Date: 11/30/2022

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

• Initial Complaint

  Date:11/29/2022

  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.

  Dates of transaction 10/03/2022 initial visit 10/04/2022 2nd visit 10/10/2022 3rd visit Cost out of pocket. $1702.11 As requested oil was changed, A/C repair completed, tires were rotated per recommendation.As requested, repair oil/fluid leak was charged for in the initial billing, but the leak of what appears to be oil is stil is still occuring. After having spent $1702.00 and $75.00 to clean the leak spots from the drive, my car is now again presenting oil spots on the asphalt and the cardboard I have put under my car since the repair work. Please see attachments. If they are unable or unqualified to fix the leaks I would like at least partial reimbursement so I can take my business to more qualified mechanics.

  *************** Buick GMC
  10950 ********
  Saint LouisMO, 63132

  

  Business Response

  Date: 12/02/2022

  We replaced the front crankshaft seal at no cost to *****************. We test drove the vehicle and rechecked it. We are confident the vehicle is repaired.

  Thank you,

  **************************;

  Service Manager

  *************** Buick GMC

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

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

  Customer Answer

  Date: 12/02/2022

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

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2022 I purchased a 2012 Chevy Sonic from Lou Fusz Pre owned Center,*** ***** **** ******** ******** *****. It was hot at the time. I did not think to check the heater. On the first cool morning I turned on the heat and it did not work. I notified the sellers. They agreed to fix it free of charge. I would have to drive it to Overland Missouri. That's an almost hour drive from my home. When I got there I was informed that the car had a blown head gasket. It was dangerous to even drive it. It was going to take 2 weeks and cost $100 with my extended warranty. I called the dealership. I had to leave a message for the manager. He did not return my call. I called again and spoke to a manager who didn't know anything about my problem. He would have to call me back. He did not. Meanwhile their service center(*** **** ************ **** ***** *** ********* ********) informed me it would be 3 weeks now. After 3 weeks I was told it would be 4weeks. That's. Where we are now. The day I took the car I ended up having to call around to find someone to come all the way to Overland to get me because they don't have loaners. Now when they eventually finish repairing it I have to find someone to drive me there. They were willing to pay for heater repair but not the $100 deductible. I also think they should transport the car back to this area.

  

  Business Response

  Date: 12/12/2022

  We have since spoken with ****** and repaired her car to her satisfaction.  We attempted to deliver the car back to the customer but were unable to reach her in time to do so.  I apologize for any inconvenience this has caused Ms. ******.  I am glad that the warranty covered the issues with your vehicle and hope that everything is working great on your vehicle. Please let me know if there is anything else I can do to help you. 

• Initial Complaint

  Date:10/19/2022

  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.

  Im a 100% disabled veteran and repeat customer of ***************; Ive purchased 5-6 vehicles over the years. My most recent purchase will be my last. In November 21, I bought a 14 ***** Silverado 4x4 Crew Cab from *************** Automotive. Over a 10-month period, my Silverado was in and out of ***** and Lou Fusz Chevrolets auto shops due to the vehicle shaking at highway speeds. After a lot of parts and thousands of dollars put into the truck, the problem persists. I took my truck to an auto body shop (the owner is an expert on trucks). After looking beneath the truck, he said the vehicle was a previously a low-rider and should never have been sold due to a faulty c-notch cut with cracks on both sides of the frame; the truck would never pass a GM PDI pre-delivery inspection, calling it a death trap.I then called *************** and talked to sales manager, ***************************. He stated he would speak with *********************, the general manager. I never heard back from ***** or ****, so I called back and asked for **** and was told that he "doesn't talk to customers" and that I should get in touch with the operations manager, ***************************** (****), who claimed that she "works in motorsports and doesn't deal with trucks. Being the only point of contact, we discussed this issue. She informed me that *************** would only buy my truck back if I purchased a new truck from them and told me that *************** has "no liability" with regard to this truck and that this was the best offer possible as I should have found the problem sooner.I asked **** if *************** would pay for the $4,000 frame repair, she said, No. *************** claimed it passed their GM PDI inspection with certified GM mechanics, but expects customers (including 100% disabled veterans such as myself) to crawl beneath automobiles and detect their dangerous omissions.A car dealership playing with people's lives by putting them in life-threatening cars with known problems and falsified GM PDI inspections is unsettling.

  Customer Answer

  Date: 10/24/2022

  The business has resolved my issue and I am satisfied. They did a great job. Please close my complaint to reflect such. 

• Initial Complaint

  Date:10/14/2022

  Type:Sales and Advertising 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 bought a 2019 Chrysler 300s from Lou Fusz Ford. I gave them a trade in that I was told was
  6500.00 to find out they only applied 6000.00 to the loan. I then gave them 2000.00 on my credit
  card. I then financed the reminder of the vehicle through Ally finance. Having bought my last car in
  Illinois I thought nothing about not receiving a title when I bought the car. They gave me 60-day temp
  tags when I bought the car. I went 2 weeks before October 1st when the tags where due to pay the
  sales tax only to find from the department of revenue that I could not pay the taxes because there
  was no title. I walked out to the car and immediate called **** ***** Several phones' calls later the
  sales Rep ***** got back in touch with me. He explained that they could not find the title because the
  finance company that owned the car had gone out of business, and they could not get the title. I said
  Well I will bring the car back because they did not have the legal right to sell me the car. He said Well
  hold on were trying to get the title. I said OK but the temp tags are going to go out of date. He said
  they would provide me new temp tags to cover the time to get the title. I said OK I need them before
  10.1.2022. He said he would try. I said that's not good enough who is going to pay the ticker if I get
  pulled over for failure to register the vehicle. he said they wouldn't pay that, but they would pay the
  late fees for not registering. He said that was like $25.00./ I asked him how is that ok. He said that
  was their policy. I said O.k. then make sure I get the temp tags before 10.1.2022. It is now 10.14.2022
  and I have no title, no temp tags, and no longer feel I should have to keep a car that they had no legal
  right to sell me. I want my 6500.00 for the Trade in and the 2000.00 I spent on the down payment and
  the 378.000 for the second key they did not supply that I had to buy for the vehicle that will go back to
  them with the car. I will then go and buy a car

  

  Business Response

  Date: 10/20/2022

  We have documentation that shows the title and all paperwork required was delivered 10/14/22 the same day as this complaint was filed. We have attempted to contact the customer several times including text to see if there is anything further he needs to resolve the issue. We have currently had no response from the customer. To my knowledge the complaint has been satisfied at this time. 

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a part off of my car that I purchased in April, come off when I was driving down the highway. I purchased the car from another dealership, but they aren't a Mazda dealership. I called this dealership  (925 S. Lindbergh Blvd.) and ordered the part, they said that they could see that I was in the system. When the part came in, they were going to charge me $224.00. The car is still under warranty and they tell me they can't cover it unless the old part is brought in for inspection. I can't bring the part in because fell off on the highway. It is the exterior trim on the wheel well.

  

  Business Response

  Date: 10/13/2022

  The warranty coverage for parts is set forth by the manufacturer, not Lou Fusz.  We only can reimburse a customer for a failed part if we send the failed part back to the manufacturer.  That’s Mazda Factory Pokicy.