Complaints

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:06/09/2025

  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.

  Date of transaction: April 19, 2025Amount paid: $11,004.00I purchased a 2021 ***** Spark from Auto City STL with a 3-month/3,000-mile limited warranty, as documented in the signed Buyer's Guide. The transmission failed within the warranty period. The dealership offered either a used transmission install or a check to cover the cost of one. The initial offer was $1,100, later revised to $1,296.96.When I asked for documentation to justify their numbers, they initially refused, stating, "There is nothing I can give you to verify." Weeks later, under pressure, they provided documents that matched a listing on ************ for a cheap used transmission. I declined that replacement and accepted the check.However, before issuing payment, they demanded I sign a waiver falsely stating the car was sold "AS-IS" (directly contradicting the signed warranty) and waiving all future claims, even those unrelated to the transmission.I offered a signed release limited to the transmission, confirming the warranty obligation was fulfilled. They refused, and later pressured me to sign a revised waiver that still released them from any future issues with the vehicle. I declined.I am now preparing to file for binding arbitration.Auto City STL has refused to honor a legal warranty unless I give up rights Im entitled to keep. Im asking the business to honor the limited warranty as written and accept the limited release Ive already signed.

  

  Business Response

  Date: 06/25/2025

  Auto City STL appreciates the opportunity to respond.
  The customer purchased a 2021 Chevrolet Spark on April 19, 2025, and later alleged a transmission issue. Although the sale included a limited warranty, the customer refused to allow us to inspect or verify the issue firsthand, despite multiple offers to do so. Instead, he demanded immediate payment and threatened legal action if we did not comply.
  To resolve the matter without conflict, we made a good faith offer to either install a used transmission or provide a check equivalent to its market value. The offer was based on comparable local pricing, which we did eventually provide at the customer's insistence, despite his refusal to let us perform any diagnostics or repairs.
  We did request a signed liability release to document that the warranty obligation had been resolved. This is standard business practice and intended only to protect the company from future liability related to this specific incident. Contrary to the customers claim, the release did not ****** the original terms of the sale or warranty, nor did it demand he waive rights unrelated to the transmission issue.
  Even without a signed agreement, we ultimately mailed the customer a check for $1,296.96 the full amount he demanded in the interest of resolution. This was not an admission of fault, but rather a gesture to avoid unnecessary litigation.
  We believe we acted reasonably and professionally at every stage, despite being denied the opportunity to inspect or repair the vehicle ourselves. We consider this matter resolved in full with the issuance of payment.
  Sincerely,

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

  
  Auto City STL

  Customer Answer

  Date: 06/28/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 27, 2024 When I was purchasing and picking up the car, the salesman **** *******, told me he was trying to get the tire pressure warning light to go out. I told him I had an appointment that I was running late for and I needed the car to get there. On December 2, 2024 I responded to an email from the owner of the car lot (****** *******) by asking them to fix the warning light and I would then give them a review as promised. The owner responded with him telling me he thought the car was a bad car and I should return it to him for my purchase price. Let me add here he had already deposited my check and it had cleared. When I asked when he knew it was a bad car he responded by saying he wanted the car back so he could sell it to someone else for more money. I suggested we talk and told him I would be at his place of business at 9:30 the next day (12/3) and I showed up there at that time. This time ****** ******* accused me of disrespecting him and he wanted to give me my money back. I told him I was now the seller and the price had changed but it could be bought. He then accused me of threatening him. I told him I was done with him and got up to leave. He then said he had a solution to my problem, so I stopped and asked what that was and he said, no he was not going to deal with someone who threatened him. At that point I left not wanting to encourage this line of discussion.

  

  Business Response

  Date: 12/18/2024

  You still have 3 options.

  
  

  1. We look at the car to see what might be the issue.

  2. We buy it back from you for what you paid.

  3. You Don't let me do anything and then it's your issue.

  
  

  I think 3 really is a bad option for you but you're free to do whatever you want. Other than these 3 options there are none.
  
  Let me know how you want to proceed.

  Customer Answer

  Date: 12/23/2024

  Complaint: 22635694
  
  I have reviewed the business' response and am rejecting it because:

  Please don't be gaslighted by this business. The options they propose were addressed by me individually and the business is well aware of this. As a matter of fact, the business has offered to fix the problem in emails to me. However, they have not followed through on their empty offers. On December 6th I was told by the business in an email, 

  
  "****** *******
  Fri, Dec 6, 1:05?PM
  to me
  
  I would like for you to have an appointment, I'll have **** call you and he will schedule with Codi"

  and again on December 8th, from the same ****** ******* email address, "If this is agreeable then I will have **** contact you."

  I responded with my own email that included, "Have **** contact me."

  To date I have not received any phone call from the business nor ****. It seems Mr. ******* has a problem keeping his word and this isn't the first time with me. So, no, I do not accept the business' excuse for not following through with their promises. The reason we are here is Mr. ******* is not a man of his word nor does he accept responsibility for his actions.

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

  

  Business Response

  Date: 12/26/2024

  At this point in time, we just need to agree to disagree. I have been more then resonable, but you are just to confrontational. You are looking for a fight and I have no intrest, and I am convinced you will never be happy with the out come no matter what I do. Try putting air in your tires, that will probaly turn the **** light off. Pretty simple fix. 

  Customer Answer

  Date: 12/27/2024

  I don't know how you can call this complaint closed when the business says they are goinbg to do something, but do not follow up with any action. The complaint is still the same. The business said twice they were going to do something ( by email on Dec 6 and Dec 8) but did not follow up by doing anything what they promised. Is there a way to appeal this decision?

  Customer Answer

  Date: 12/30/2024

  I have been told twice someone will reach out to me to set up an appointment to fix the issues but no one has called me. 

  Customer Answer

  Date: 02/11/2025

  2/11/2025 KH: Called the consumer, no response, left a message on his vm.

  3/5/2025 KH: Called consumer, no response, left another vm with callback and complain info.

  3/18/2025 KH: Called the consumer again, got a busy signal, unable to make contact, I have now moved forward with sending a mediation e-mail.

  3/28/2025 KH: Returned Consumers called from vm left, unable to reach, left a vm for return call.

  4/1/2025 KH: Called consumer, no response, message left on vm.

  4/1/2025 KH: Consumer returned my call, he has informed me that his desired resolution is still the same, he has not spoken with the business, and that he has tried to talk to him and it has been difficult, he would still like for the business to replace the **** on his vehicle, the last time they spoke on December 8, 2024, he told by the owner that he would have his son reach out to him but unfortunately that never happened. 

  4/23/25 KH: Called the consumer back to discuss with him the business response, unable to make contact, I left a vm message for callback.

  4/29/25 KH: Called the consumer, no response, left a message on his vm, for a return call.

  5/13/25 KH: Called the consumer, no response, vm left, I will move forward with an email, if no return call by Thursday, 5.15.25
  

  

  Business Response

  Date: 04/01/2025

  4/1/2025 KH: Called the business, no response, left a message on vm.

  4/8/2025 KH: Called the business again, I have yet to receive a response, will move forward with sending a mediation email.

  4/16/2025 KH: I have not received a response back from mediation email that was sent to the business, I have now called again, this time the phone rings to connect me, then disconnects, unable to leave a message. Will send a reminder email.

  4/23/2025 KH: I received an email response back from the owner ****** *******, he has informed me that he told the consumer numerous times that his tire only required air in the tire, he has attempted to make resolutions with the consumer from the start multiple times, the consumer has also threatened him and he will no longer assist him.

• Initial Complaint

  Date:07/26/2023

  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 vehicle from this establishment at the end of March, 2023. With the purchase, included a power train warranty for the vehicle. A few weeks after the purchase, I was driving, running errands and the car overheated and started smoking. I took it to the dealers “suggested” auto body shop. The belt and compressor were bad, in which they replaced. Not even a month later, the wrench symbol came on the dash of the vehicle. Which in terms of the owners manual, means engine/transmission issues. The dealer had me take it to the same auto body shop. The vehicle sat for a few days with no answer. I went to pick it up and they said they do not work on transmissions. So then I contacted the dealer, and asked for advice. He then had a driver pick up the car and take it to *** ************* off Manchester. It was there for almost two weeks. The dealer said they were waiting on a part and “fingers crossed” it would only take a couple days. I went to get my glasses and a few things out of the car. They handed me my keys and said they couldn’t fix the issue. So I spent over hundreds of dollars on Ubers to get to work. It had been almost two weeks.I then took it to ********** ************* where they test drove it, and told me what they thought I should do. My dealer doesn’t work with them apparently because they want them to do “patch up work”. I paid $100 deductible to fix a problem that had not been at all resolved. My car has since overheated and is not drivable. I can’t afford Ubers, Lyfts, etc …. This has cost me hundreds of dollars. I have a child, animals, and three jobs. Now I’m out of a vehicle again. They need to fix this problem.

  

  Business Response

  Date: 08/07/2023

      I am writing in response to the recent complaint filed with the Better Business Bureau regarding the vehicle purchased by the customer and their subsequent issues.
  

  First and foremost, we want to express our understanding of the frustration and inconvenience experienced by the customer due to the transmission issues with their vehicle. We acknowledge that the vehicle in question has a valid service contract, and we are aware that we do not perform vehicle repairs ourselves. As a result, we have to rely on external repair shops to address any mechanical issues.
  

  We were helping the customer to get the transmission repaired, despite the challenges we faced in finding a suitable repair shop to handle the specific issue. While we strive to assist our customers in every possible way, there are certain factors beyond our control, such as the availability of specialized repair services and the timeline for obtaining necessary parts.

  
  Additionally, we understand that the customer is currently facing financial difficulties and is behind on her car loan payments. Despite this, we remain committed to helping the customer address the vehicle's mechanical problems and finding a resolution that is satisfactory for all parties involved.
  

  At this point, we would like to reiterate our willingness to continue working with the customer to resolve the ongoing transmission issues. To further assist the customer, we will make additional efforts to find an appropriate repair facility that can address the problem efficiently. We are dedicated to ensuring the customer's satisfaction and making every reasonable attempt to have the vehicle repaired as soon as possible.
  

  In light of the customer's financial challenges, we understand the importance of having reliable transportation and the impact it can have on their daily life and responsibilities. To demonstrate our commitment to resolving this matter, we are still willing to help get the vehical repaired.

  
  We value our customers and their satisfaction, and we apologize for any difficulties that may have arisen during this process. It is our priority to address the situation promptly and professionally to ensure the customer's trust and confidence in our services.
  

  We kindly request that the customer get in touch **** @ ###-###-#### to discuss the available options for resolving the vehicle's issues and further assisting with their financial situation.
  

  Thank you for bringing this matter to our attention, and we appreciate your efforts in facilitating communication between us and the customer. We look forward to resolving this matter to the customer's satisfaction and restoring their faith in our services.

  *** *******