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:04/17/2024

  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 came to this dealership to purchase a vehicle, a 2024 Murano. The salesman was very unserious and I told him my credit score and he told me I didn&#**;t have to put any money down. He didn&#**;t allow me to test drive the vehicle. The finance manager came to ask me how much money down I could put down from $2-3,000 after I was told I wouldn&#**;t have to put anything down. Suddenly 3 different people are trying to talk to me so that I can&#**;t keep my eyes on the vehicle and then it was gone. They brought back a different vehicle, a smaller one. They baited and switched the cars. I took the car back and left it at the dealership.

  

  Business Response

  Date: 04/17/2024

  ************ came to our dealership and purchased a 2024 Murano.    She wanted a certain color combination, ********************* with cashmere interior, and a certain trim level, SL AWD.  We had one vehicle that met her criteria.   The salesperson pulled up that vehicle for her to test drive, the salesperson accompanied her on the test drive, and then she negotiated the price and terms of the sale.    She is very mistaken that we 'pulled up a different car'.    The Nissan Murano only comes in one size.   When ************ said, 'and then it was gone',  that was the point at which we took the vehicle back to be washed for her while she completed her paperwork.  She signed all her paperwork and drove away very happy.  The next day she accused us of things that did not happen, we were stunned.   We would be happy to discuss this with ************ but she refuses to return our phone calls to settle this.   We've made multiple attempts.   She may call one of our sale managers, *************** or ******************************* at ************.   

  Customer Answer

  Date: 04/18/2024

  I reject any communication with this dealership. The statements are not true at all. We sat in the back while the guys called themselves washing the car. **** one of the salesperson specifically asked me to lie if the headquarters contact me and ask if they did the transaction on the tablet and not on paper. That was a lie and I refuse to lie for anyone. This dealership is shady and the lady with me can attest to this. I do not want this faulty car that needs a wheel alignment. This deal is over and no further communications with this dealership is needed at all. They baited and switched!!!

  Customer Answer

  Date: 04/18/2024

  Complaint: 21589748
  
  I am rejecting this response because: They switched cars on me. I wanted the Murano. They gave me another car.  I feel they baited and switched cars. They damaged my credit 
  
  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/18/2024

  We ask that you refer to our earlier response.   The vehicle she purchased IS a 2024 Nissan Murano in *********************.   She drove home the 2024 Murano that she purchased.   Thank you, St. Charles Nissan Management.

  Customer Answer

  Date: 04/19/2024

  Complaint: 21589748
  
  I am rejecting this response because: It is not the vehicle that I picked out and I am not accepting anything that they offer, and to remove this from my credit report.
  
  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/23/2024

  This matter is being handled with an outside source in a position to take legal action.

  Thank you,

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

  Customer Answer

  Date: 06/07/2024

  This was a bait and switch.  I took the car back in less than 24 hours.  They have reported this to my credit report and I would like it removed. 

• Initial Complaint

  Date:04/08/2024

  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.

  Ordered Nissan Frontier with tow package plus 4 other options thru St.Charles Nissan. St.Charles Nissan pulled a truck in without any of the options. I told them i did not want the truck I would wait for the one I ordered. They said not to worry they would add the options. They added 4 options OEM. The trailer tow package they added was aftermarket. It should never have been installed. All after market tow packages use aftermarket wiring receptacles not OEM. No aftermarket wiring receptacle will fit. You must trim 1/4 inch off the license plate so it will fit. You should not alter the size of license plates. You must use OEM receptacle. St.Charles Nissan did not tell me they were adding after market wiring receptacle. Now 6 months later, the 4 screws are rusting on the wiring receptacle. The cover for the 4 pin connection will not stay on. ************************************************ told me they would try and find me 4 screws. They could do nothing else because the receptacle was 6 months old. Now I am stuck with truck that no license plate will fit and the cover for 4 pin connection will not fit. Every thing else on the truck has 3 years or ***** mile warranty. The truck is 6 months old with ***** miles on it and kept in garage.

  

  Business Response

  Date: 04/15/2024

  ***************** is a very nice customer.   Management was unaware of his level of dissatisfaction, and we are working with him to solve this issue.   He has an appointment to take care of this issue and ensure that he is happy once again.  

  Customer Answer

  Date: 04/16/2024

  I have an appointment April 18 to have this repair done correctly. Would like to wait till then before closing this complaint.

  Customer Answer

  Date: 04/18/2024

  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:04/04/2024

  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.

  2017 Tucson I noticed a knocking in my engine. I took it to this dealership. They said they heard nothing. I took it to ***** and they said I had engine problems. I took it back to the dealership. They said it had to be referred to Hyundai. They had it for three weeks. They said it was neglectful maintenance that I did not regularly change the oil. I had bought oil. believe it was a bad engine to begin with. they are trying to not cover the warranty.

  

  Business Response

  Date: 04/15/2024

  We completely understand ******************** frustration.   Her vehicle is making engine noise and she brought it here so we could diagnose it.    We sent our findings to Hyundai in hopes that they would approve a new engine and they've declined it.  The response from Hyundai was a denial due to 'the malfunction being exceptional maintenance neglect, not a warrantable defect'. Only the manufacturer can approve this claim, we cannot approve nor deny it.

  We actually referred this customer to the ******************** Autoline to submit a claim so the BBB can possibly assist.   We believe that the customer mistakenly put this complaint in, instead of going thru the 'BBB Autoline'. 

  Customer Answer

  Date: 04/16/2024

  After talking to several people who have left St. Charles Hyundai after begging and pleading and producing paperwork for over a year and a half with Saint Charles Hyundai, did they replace her engine to mechanics in the area absolutely everybody has talked about the mechanical issues with that particular engine, so I dont need Hyundai to Fess up to this particular engine having mechanical issues because there weasels all they can do is dig and find and reach for certain things to void their warranty and I consider that fraud, but *** traded the car in and already bought me another one and shut the door on that nightmare, as long as somebody can take note that there is mechanical problems with that particular engine  That possibly have a chance 

  Customer Answer

  Date: 04/23/2024

  I would just like to say after speaking to several mechanics talking to Hyundai talking to other people with the Tucson that its only a matter of time before they label that particular engine with mechanical issues so if Im the first one or the second one or the 10th one add me to the list of people with cars with that particular engine that says it has mechanical issues but in the meantime, Ive traded the car off. I have a new car and a whole new page thats closed for me. My only wishes you to start keeping a file on that particular engine, I thank you for your time. 

• Initial Complaint

  Date:04/02/2024

  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.

  I purchased a 2017 **** Mustang ECOBOOST from this company. The car has been driven 2518 miles since we purchased it. The motor is now knocking and the company refused to turn it in to the warranty company because the are saying the motor was over revved at 71 mph. They can tell me that the code was last cleared 2368 miles ago, but they refuse to tell me when the original code came on. We have never cleared a code from this vehicle and never experienced any problems with it until the motor started knocking! The engine light NEVER came on.However We immediately took it to the dealership as soon as it started, knocking via tow truck. We took the car to another shop to be evaluated after we left this shop again having it towed to the new shop and they said the damage was not caused by over revving this vehicle. But it was indeed caused by the way the car was driven before we purchased it. We have never over revved this vehicle, and I believe the code was cleared before we purchased the vehicle, if this vehicle would have been revved over redline, it would have blown up on the spot instead of over 2000 miles after the last code was cleared. We have a limited warranty that came with this car, and we bought an extended warranty with this vehicle, and they still refuse to fix the car. I could see on the machine that the code was cleared 2368 miles ago but they refuse to say when the code originally came on, these scanners are capable of telling you this. They know they sold us a car that was going to blow up and they sold us a warranty and gave us a warranty they knew they would not honor. No where in my contracts say that if the car is over revved the warranty will not cover this. Again this didnt happen while we had the vehicle, we would not clear a code we would have taken it straight to the dealer because we have 2 warrantys. I want them to honor there warranty!! Or put the motor in at there expense since they covered this to begin with!

  

  Business Response

  Date: 04/05/2024

  In November, ************** purchased a 2017 Mustang from our dealership.   In March of 2024, she brought her vehicle in with engine problems.   When our technicians ran diagnostic scan on this vehicle, it showed a crank position code set at 7872 RPMs at 71 mph.   This model of vehicle redlines at 6500 RPMs.    This means that there was damage to the engine caused by over-revving it.    ************** is mistaken when she claims that this was from prior damage or from before she owned it.   This vehicle passed an emission inspection at the time she purchased her vehicle.   If this code would have been present at that time, it could not have passed the emission test.  Warranties and service contracts only cover manufacturer defects.  This is not a defect, it is something that happened as a result of how it was driven.   We wish we had better news for her, but the warranty company has denied this claim.

  Customer Answer

  Date: 04/08/2024

  Complaint: 21517252
  
  I am rejecting this response because: they didnt even reach out to the warranty company. I am not mistaken and this car did have a code when it was sold to them by an employee that works for one of the dealerships. We also knew before we brought this vehicle in for diagnostics it would be denied, and they would not file an claim with the warranty company only because this happened to someone else whom also purchased a vehicle from them that was used! Shady company! Unfortunately we were foolish enough to buy an extended warranty on a vehicle that they did in fact clear codes on and are now trying to place blame on us. I will be reaching out-to an attorney! Also if they would do a little bit of research they would know that the lower end of these motors are a known issue with these motors! Once a code is stored it will not affect the emissions, I have contacted 2 other shops both of which say that my car has ZERO codes new or stored! They are saying it was over revved 2368 miles ago and that caused the motor to start knocking now. This makes zero sense to any other mechanics we have consulted with! Also they stated that this car had thicker oil put in it at the dealer to keep the knock quite to get the car sold knowing that it would be an issue once the proper oil was put in the motor and that is exactly what happen we changed the oil to the recommended oil and it immediately started knocking and we then had it towed to the dealer with no additional mileage put on the motor. 
  
  
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 04/09/2024

  With all due respect, **************,  you and your teen-aged son purchased this Mustang with ****** miles on it.   When you brought it to us with engine problems, the vehicle had ****** miles on it.  That means that you or your teen-aged son drove it 2761 miles.   Is it possible that he over revved the engine?    According to the salesperson, you were not going to be the primary driver of this vehicle;  you and your son came in and told the salesperson you were shopping for a car for your son.    This vehicle has a manual transmission (stick shift) and the engine issues were caused by operator error, based on our Master Technician's findings.   We understand your frustration.   We feel that this complaint should never have been filed with the Better Business Bureau.    Sincerely, St. Charles Nissan management.

  Customer Answer

  Date: 04/10/2024

  Complaint: 21517252
  
  I am rejecting this response because: the operator error definitely happen when the previous owner owned this vehicle! You know that as well as me! Its not your choice what is and isnt not filed with the bbb. You cover up damage to this vehicle and we will present this to an attorney moving forward! 
  
  
  
  Sincerely,
  
  ******************

  Customer Answer

  Date: 04/11/2024

  **** car should have a rev ******* in place to prevent over rev! **** had to be removed before the company purchased the vehicle or removed at the dealership. We were not aware this should have been in place until we talked with a certified mechanic from a **** dealership! So I do now place this engine problem on the dealership that sold a car that didnt say that anything was done to the rev ******* that would protect the engine. 

• Initial Complaint

  Date:09/01/2023

  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.

  Dropped off vehicle for service night today before with service advisor. Showed coupon for price of oil change and service provider documented coupon and service concerns. Had appointment time for next morning.
  Called next day vehicle still hadn’t been looked at by noon for morning appointment. Called few times for update. Vehicle finally went in for oil change at 4pm. Explained to service advisor concern needed to simply answer a question regarding air bag? That question was finally answered. Vehicle was picked up around 5pm after a morning appointment for an oil change and brake inspection. When picking up vehicle sevice advisor would not honor price for oil change which was on the ticket since the coupon wasn’t on the ticket. Refusing to cooperate over 30$. I followed their written policies by providing the coupon at time of the write up. No apologies were given for the lack long delay in completing a simple oil change and brake inspection. He said do I want my vehicle? I said yes. He held my vehicle hostage until I paid him the full amount they charged for services. He was rude and wanted to argue over $30. Asked for service manager. He claims he spoke to him and they wouldn’t budge. When I asked to speak to him, he said he left for the day. If I wanted my vehicle I would have to pay for what they were charging leaving me stranded if I didn’t pay. Been going there for years and never been treated so disrespectfully over 30$. . Mentioned to a gentleman who was following up in a service quality call. Never heard back. A token apology and a refund would have been expected. Instead of loosing future business.

  

  Business Response

  Date: 09/06/2023

  The employee that *** ***** is referring to no longer works for the company.    We have spoken to *** ***** to apologize for the confusion.  We do not have a coupon, currently or otherwise, for $30. We believe that our former employee could have handled this better, in the interest of customer satisfaction.  We have sent *** ***** a check to compensate him for the inconvenience.  Thank you.

• Initial Complaint

  Date:08/09/2023

  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.

  My wife and I have been longtime, loyal customers with St Charles Nissan for several years and have bought many vehicles from them, to include our kids and extended family members and friends. On 06/23/2023 my wife and I purchased a used Certified 2019 Nissan ****** with 21,900 miles. To complete the Nissan certification process we had to take the vehicle back into the dealership on July 3, 2023 to have the service department complete the required Nissan Manufacture/Dealership CPO.
  On July 7, 2023 I called St Charles Nissan to make a service appointment for a wobble/noise feeling that appeared/felt like was coming from the left front while driving at highway speeds and stereo volume knob not working. St Charles Nissan scheduled the appointment for August 4, 2023 at 2:00pm. When I arrived, ******* the service advisor checked us in. On Invoice #870632, Service Advisor ****** annotated on Section A: Customer states that the volume knob on radio does not work, item fixed.
  Section B: Customer states that left front tire wobbles when driving. NOTES from MECHANIC: found cupping tires to be point of concern. OE tires with uneven wear. REC replace 4 tires for noise concern.
  When I addressed the issue with ** ********* Service Manager, he said there is nothing he can do since the Tread on the tires was within standard, he would have to talk with the sales Manger. I spoke with ****** newer sales manager on 8/4/23, who said she will run this thru her chain of command and get back with me on 8/6/23, when she called she told me that The management staff will not replace the tires, but they would exchange the tires with another used ****** on the lot or offer is 30% off a new set. We purchased this vehicle with a warranty, extended warranty and most importantly CERTIFIED USED NISSAN ******, and brought the car back and scheduled appoints well within the 30 Day requirement
  A certified ASE Nissan mechanic heard/felt the issue we felt but management staff does not?

  

  Business Response

  Date: 08/16/2023

  *** ****** and his family have purchased many vehicles over the years.   We thought we had resolved this for him, and we are very sorry to hear that he is not satisfied at this point.  He is coming in tomorrow and I am certain we will reach a solution for him and for his ******.   I will update this post after our meeting.   Thank you.

• Initial Complaint

  Date:08/08/2023

  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.

  Brought a lemon 10 years ago. I purchased my 2013 Hyundai Elantra from this dealership brand new. It currently has ****** miles on it. During the 10 years of owning this vehicle. I've had to have my engine replaced and my air conditioner repaired (at my expense). I was just there on 7/11/23 to get two recalls (anti- theft software installed and anti-rust underbody) performed. Along with an oil change. Which by the way, they didn't check my brakes lights as it was out. It was pointed out by another customer before I pulled off the lot. I had to bring the car back to the dropoff bay and they replaced the light bulb. Fast forward today. I hear a thump noise every time I turn the stirring wheel to the right. I did not hear this sound before I brought my car in for the recalls and the oil change. I called to get an appointment. The next available appointment is a month from now. I told them the noise sounds pretty serious . They said I could drop off the car but they don't have any loaner cars available. I have a job and a chronically sick child. I will be praying every day that I can make it back and forth until my service appointment I'm September. I forgot to mention, a representative from this dealership told me that I could go to another Hyundai dealership for service. I literally live 10 minutes from this dealership. If it's unsafe for me to drive to your dealership, why would I drive further to another Hyundai dealership?

  

  Business Response

  Date: 08/15/2023

  Prior to this complaint being registered with the BBB, our service manager, ***********, spoke to ***************   She was not happy with the appointment availability that we had to look at her 'thumping noise while turning to the right'.   She was concerned about the safety of driving the vehicle.   Although in *************** opinion, her description of her issue didn't mean the vehicle was unsafe, but to ease her mind, *********** told her he'd be happy to look at it that same day or the next day to ensure there wasn't a safety concern.    She declined and said she'd call when it was convenient for her to bring it back in.   **** also told her that if it turned out to be a safety issue, he could get her vehicle diagnosed and repaired much sooner than her quoted appointment day in September.  We are not sure why she put in this complaint, since her desired settlement was a 'repair' and that was what we were trying to accomplish, but she hasn't contacted us since.    *********** gave her his direct line and said that whatever time was convenient for her, to let him know, and she could come in that day to ensure it was safe to drive and take next steps toward the repair.   We will be happy to help her if she reaches out.  Thank you.

  Customer Answer

  Date: 08/15/2023

  Complaint: 20441569
  
  I am rejecting this response because:

  Yes, **** told me that I could bring it in the next day for the shop ******* to drive it for 10 minutes and guess what he thought could be wrong with it. There was no next day offer to bring the car in for a formal diagnostic test to be performed. For which I would have no problem paying for. I was also offer to drop the car off with no guarantee that it would be serviced before my appointment in September due to a shortage of mechanics. My complaint is that my car was not making any sounds prior to me bring my car to St. Charles Hyundai for 2 recalls and an oil change on July 11, 2023. Which by the way, the tech didn't even check my tail lights during inspection/oil change. As it was out and I had to return to the dealership. Bottom line - your mechanic dealership damage my car. As the female representative stated you don't make the cars... You just sell them. If St. Charles Hyundai was really worried about customer service, they would have reached out to me about getting my car in for a formal diagnostic service not for a guessing or it might be this appointment. Your dealership has my contact information. There is still time for St. Charles Hyundai to make this situation right. 

  
  Sincerely,
  
  *******************************-****

  Customer Answer

  Date: 01/11/2024

  ** 01/11/2024  ************ has reached out and resolved this complaint.

• Initial Complaint

  Date:11/03/2022

  Type:Sales and Advertising 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 vehicle was involved in an accident, while it was at the body shop, I decided to go to this dealership to look for a different vehicle. I found one I liked and wanted to buy but told them I had to wait to get my car out of the shop so I could use it as a trade in, the sales manager got details on my car and all defects including some paint peeling that was at the body shop and offered me sight unseen $7000.00 for my trade. I agreed and signed the paperwork for the sales agreement. Once my car being repaired was completed I took it to the dealership as promised. The dealership then said they could only give me $6000.00, then came back and said they could only do $5000.00. I agreed to purchase a car from them because they offered me what I owed on old car. Now that they did this bate and switch deal, I am going to be stuck with 2 car payments. They never said their offer would change.

  

  Business Response

  Date: 11/10/2022

  Good Afternoon,

  **************** purchased a vehicle from us on October 8, 2022.   At the time she was looking at new vehicles on our lot, she had told us that her vehicle was at a body shop (not our body shop) and it was possibly totaled.   She said she couldn't wait for it to be fixed or declared totaled because she needed a vehicle to get back and forth to work.    In fact, we told her we could not use her vehicle as a trade in since it hadn't been determined whether it would be totaled or fixed.   After she purchased her new Hyundai, the insurance company decided not to total the vehicle, and to fix it instead.   It took roughly 3 weeks to be repaired apparently due to the independent body shop having problems sourcing the parts.  She brought the repaired vehicle to us on 10/29 for us to appraise and possibly purchase.   At that time, it was not in good condition, by appraisal standards.   We offered her $5000 which was higher than book value based on the condition of the vehicle.   We have since renegotiated with **************** and she has agreed to a purchase price for her vehicle.  She is scheduled to complete the transaction this week.  Thank you, St. Charles Nissan Hyundai Management.

  Customer Answer

  Date: 11/11/2022

  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,
  
  *************************