Complaints

This profile includes complaints for Don's Automotive Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Don's Automotive Group, LLC

  720 N Shoop Ave Wauseon, OH 43567-1838

• 

  Don's Automotive Group, LLC

  PO Box 208 Wauseon, OH 43567-0208

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:11/08/2024

  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.

  They sold me a car knowing that it did not work properly. They told me the title was clean and nothing had happened to the car. A week after buying it I had the engine light come on and then it just went downhill. They "aren't able" to fix it and have sent it out many times leaving me having to pay a bunch of money and everytime it comes back the same and is not fixed. They ignore our phone calls.

  Business Response

  Date: 11/11/2024

  The vehicle came with a 30 day or 1000 miles Powertrain coverage.  The coverage was a 50/50 coverage between the dealer and the customer.  The vehicle has some sort of electrical problem that has proven to be intermittent which make matter much worse for all involved.  The vehicle was a 2018 Jeep Compass with ***** miles.  We paid for a three diagnostic fee, battery, switch block, rental cars, fees at two other ******** dealerships all in an effort to help the customer.  We last old the customer that we would pay for another Diagnostic fee for an hour after the second Jeep Dealer could not find the root of the problem.  There is no coverage on his powertrain coverage for any of this but we did it and good faith to try and help the customer.  We did it with goodwill adjustments forms as the customer had no coverages to cover the problem.  He declined our help at the last Jeep store and then sent this in.  We never dodged his phone call and to date never said no, until now.  He needs to take it to a Jeep store and let them find and resolve the problem and pay for it.

• Initial Complaint

  Date:11/18/2022

  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.

  Date of service 11/17/2022
  New tire
  No offer to try to resolve discrepancy
  I was told the tire would be $130 + $30 to install
  Got there the tire was put on and the cost was $227.36
  Needless to say that was not what I had been quoted and told him so and he said nothing he could or would do. He then offered to take the tire off the car and put the defective one back on. Really?
  I will never return to that business, I will also get quotes in writing from now on, seems you cant trust a verbal quote anymore.
  I did write a negative review and let them know that instead of selling us another New care in a year, we will go elsewhere.
  Cant hardly believe this happened. I am 72 have I ever before in all these years made a mistake on a quoted cost? NO

  Business Response

  Date: 12/02/2022

  The husband, *******, brought their 2020 Buick Encore to our dealership on 11/17/22 requesting to have their right front tire replaced as there was a nail in the tire and it was unpatchable.  He wanted to know how much it would be to get a new tire and have it installed. We gave him a verbal quote of approximately $160 for a tire (******* ******* **) and installation. ******* asked if we could check his GM Loyalty Points to determine how many he had. We kindly did that and found that he had $66.78 worth of GM Loyalty Points. ******* called ******** on the phone (at no time did we deal with ******** in-person) to discuss the quote. Unfortunately, when presenting the verbal quote to *******, there was some mis-communication in that we didn't state that the initial verbal quote of $160 had already included the $66.78 in GM Loyalty Points as well as there was no mention of tax and shop supplies costs that would be incurred as well. So when the work was complete and they went to pay for the service the bill came to $227.36 and they indicated that wasn't the price quoted. They proceeded to tell us they were on a very strict budget and couldn't afford the $227.36. So we offered to take the new tire off their vehicle and put the old one back on. They told us to keep the new tire on the vehicle. Understanding their situation we went ahead and discounted the tire and labor. Mr. ******** left our dealership paying $160.58 for the service and we gave them a car wash gift card and a *********s gift card for the frustration and inconvenience of their time.

  Customer Answer

  Date: 12/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They basically admitted to quoting him $160 in the response. Then they charged him $227 when the care was done. I did say to leave the tire on for one reason only. They offered and told me on the phone that they had already spent time on the tire without compensation and taking the tire off would of only further embarrassed my husband. They never washed the car, nor did they give him any gift certificates to ********* or anywhere. Thats a blatant lie! All they gave him was a bill way more than what he was quoted, and they found a way to make it look like it was a mistake! Not a mistake! 

  I still feel they should compensate us the difference or put our gm points back onto our account. 

  I will say they lost a customer, we would of returned to purchase another Buick from them, not now! I'll go elsewhere to spend our money. They lost a new car purchase over this $66.00

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

  Business Response

  Date: 12/05/2022

  This is *** and I am responding because as a customer your are right even if we agree to disagree.  I will gladly give you the $ 60.00 but we all need to clearly understand what happened here.  The quotes and the transaction was with ******* and not ******** so that is part of the problem.  The tire alone retails out in the retail world between $ 173.00 to $ 192.99 (we charged $ 181.99).  That is before taxes, labor to mount, balance and reprogram TPS sensors, shipping, and valve stems.  The quote was given to ******* with the use of the points.  We would never have used points on a quote without the customer being aware of it.  As you can clearly see it would be impossible to get this tire installed on to the Buick for anywhere close to $ 160.00.  As a result of the misunderstanding my manager took off all the misc. fees because the $ 227.00 did not include them but he wanted to get it down to the $ 160.00 for the customer.  Before doing so he clarified with ******* that he was good to proceed forward.  My manager did say, that if you are not going to be happy we would be glad to put the old tire back on at no charge so you so you can shop around for a better price.  After confirming he was good with it, we proceeded forward and replaced the tire.  My manager handed ******* a carwash card and a gift certificate for *********.  It would appear there is a big disconnect with respect to who we need the business transaction and the person handling this complaint.  If you truly believe that we owe you $ 60.00 after discussing this with ******* then by all means call me personally and I will get you a check for the $ 60.00.  * ************ * ************

  Thanks and Sorry for anything we may have **** wrong during your visit.

  ***

  Customer Answer

  Date: 12/05/2022

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

  I feel it important to resolve this matter through the BBB. I do wish to be compensated for the excess charge. My husband and I have been married for 36years. I know he is not incompetent and knows what Hes told. He consults with me on all matters and it's not a matter of a budget. It's the principal! He called me from your business and told me the tire would run around $130 plus the amt to put it on and balance it. Thats a far cry from $227.00 When you quote a price and you did not know the GM Rewards at the time, it should be reliable. I care not to argue the point any further, I do trust and believe what ******* says. If your sincere ***, you can put the $66.00 in points back on my GM Rewards and or send me a check for the amount. You have our address. Then if you like you can also send the ********* gift card, we never had one, so it's not been used! **** did tell me he did get a carwash card when I asked him but said he did not see a ********* gift card, nor being so upset did he go over and get a carwash then. 

  I'll be more than happy to settle my complaint when you make good on your agreement to send me the above amount. You could call me as well, there is nothing left to discuss though. I am sorry it had to be this way, I was happy with my Gm and planned to come back and buy or lease another one. By the way this Car is in *******s and My name. We both have an interest in caring for it. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 12/06/2022

  ********,

  I will be mailing you a check for the $ 60.00 and a gift card for *********.  Again, in my eyes, I always try my best to hear out both sides of the story, but I also try really hard to look at it as if I was the customer.  We would never use any customers GM reward point for any transaction in my store without the customer asking for them to be used.  At this point I am assuming that somehow that happened, but I can assure you that it will never happen again to any customer in my store.  If you elect to have someone else take care of your service needs, then I would highly suggest you do so through a GM dealer.  I say that because it would appear the only service that was done through us was the first free oil change, now this tire...  Doing your service through a GM dealership allows for additional flexibility on future issues that may be outside of your normal warranty period.  Also, from time-to-time GM will allow for what is called special circumstances that are covered issues well after the warranty coverages have expired.  We see customers quite often that think they are saving a few dollars by servicing their cars at "quick lube places" only to find out they lost out on thousands of dollars of free coverages through the manufacturer.  If I can ever help you with anything automotive related, please feel free to contact me personally.  This would be any question or concerns going forward even if it has nothing to do with my store.   

  Sorry again,

  ***

   

   

  Customer Answer

  Date: 12/06/2022

  
  
  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.

  Just for your information, living in *******, we took the car to ***** ***** ****** ********, here in town for the oil change. We called your place, but it was more to get the oil changed so we just went here. Thank you for the advice, and consideration. Again, I am very sorry of the misunderstanding I do not like conflict. 

  Thank you,
  
  
  
  Sincerely,
  
  
  ******** ********