Complaints

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

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  Century Automotive Group

  3800 University Dr NW Huntsville, AL 35816-3142

  
• 

  Century Automotive Group

  3800 University Dr NW Huntsville, AL 35816-3142

  

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:01/24/2024

  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.

  Date of transaction- 1/6/2024 Price was at about $4,739.56 Vehicle needed service Got it towed from a 3 hour trip They had a service advisory contact me and update me with the vehicle issues regarding the problem. I agreed to let them work and fix on the codes that popped up on the diagnostic. I was then charged the amount above and drove to the location to pick up my so called fixed vehicle. I drove it around and it randomly pops up about 5 different codes and engine light comes on and it proceeds to shut off automatically. The same night I drop it back off with information regarding what happened and that the problem was not fixed. A week later the service advisor informed me that they did work on it again and have cleared all codes and made sure it was running fine, put over 60 miles on it to make sure it was running well and so I head out to go pick my vehicle up. Once again I drive it around for about 10 minutes and all codes pop up again and vehicle proceeds to automatically shut off. I had to get it towed back to the dealership the same night. It left me stuck at a gas station I parked at and luckily ****************, sales manager, was still there to help me unlock the gates for the tow truck to drop my vehicle back off at the dealership. Since then, *** contacted the service manager and I was told that theyre going to try to find the problem but that the work done on it the first two times could not be refunded since those were codes that were popping up. The only reason anything should of been worked on was because it would solve the problem of the vehicle, which it didnt. So Ive paid for work that didnt have anything to do the vehicle being fixed nor repaired at all. I then asked the service manager what would happened if it doesnt get fixed, he then responded it would be a loss. This seems very unfair to me and hope to get this problem resolved. (All throughout this time the vehicle has been in the shop a loaner vehicle has been offered to me.)

  

  Business Response

  Date: 01/29/2024

  The ***** Land Rover was towed in to our dealership and repair order was opened 12-29-23 with no start issue and multiple lights on the dash. It appeared as if someone had been attempting to repair the vehicle. We found the timing chain was loose so we replaed it and the intake camshaft acuator. We also cleared all the faults and replaced the negative battery terminal. After our repair was complete the vehicle started and ran fine and no lights were present on the dash and it was picked up on 1-5-24.

  The vehicle was returned twice and we have not found any issues regarding running condition or lights present on the dash. We are in possession of the vehicle and test drove it today without any issues.

  The vehicle is ready for pick up and currently has no issues.

  Customer Answer

  Date: 01/29/2024

  Their response is not correct the vehicle was mot fixed twice because it still faulted on me and have had to get it towed back to the dealership after picking it up. If it was really fixed Id have my vehicle right now and wouldnt bother returning to centro automotive group at all for anything because I live 2 hours away and thats the only dealership that is supposed to know more about that brand of vehicle that any other dealership. So for them to have given my vehicle back twice and it still not be fixed is insane. Nothing is really being done because I constantly would have the same 4 or 5 codes popping up, (break system fault, power steering fault, gear box fault, 4 wheel drive fault) they all pop up at once randomly and it causes the vehicle to shut off. I will test drive the vehicle soon on my next off day and if it faults again I will record it all.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21186151
  
  I am rejecting this response because:  Date Sent: 1/29/2024 2:35:46 PM
  Their response is not correct the vehicle was mot fixed twice because it still faulted on me and have had to get it towed back to the dealership after picking it up. If it was really fixed Id have my vehicle right now and wouldnt bother returning to centro automotive group at all for anything because I live 2 hours away and thats the only dealership that is supposed to know more about that brand of vehicle that any other dealership. So for them to have given my vehicle back twice and it still not be fixed is insane. Nothing is really being done because I constantly would have the same 4 or 5 codes popping up, (break system fault, power steering fault, gear box fault, 4 wheel drive fault) they all pop up at once randomly and it causes the vehicle to shut off. I will test drive the vehicle soon on my next off day and if it faults again I will record it all.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/29/2024

  We have put 45 miles on the Land Rover and it hasn't shut off on ** or had a fault code since the initial repair.  All of our Land Rover parts that were installed come with a 1 year unlimited mileage warranty. ************** is welcome to pick up the vehicle, and we recommend that he picks it up from the service department so we can explain the operation of the vehilce.

  Customer Answer

  Date: 01/30/2024

  Thank you I will be picking up the vehicle soon. This will be the third time. On my behalf all I do is pick up the vehicle and it will start faulting. After the vehicle was fixed the first time the only thing that was done to my vehicle was a battery charge. So for it to have faulted with random codes popping up means there was still a problem in the vehicle and if there was nothing done but it being driven again for the 3rd time Im afraid that is probably not fixing the problem of the vehicle faulting not to mention the engine light pops and stays on after both times Ive picked the vehicle up, which seems that the only thing being done to my car is the engine light getting cleared by their scanners. I will be picking up the vehicle soon and will be recording the test drive in case it faults. 

• Initial Complaint

  Date:05/02/2023

  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.

  We had brought our Green ***** Rover Evoque owned by ********************************* and had the car serviced. We spent several thousand dollars with them. One of the items they replaced was thr transmission fluid pump. After, the transmission began halting.I called to have the car serviced again, and asked for the first availability with a loaner car. The woman gave me a date of May 15th but then surprised me by telling me that my service dog would not be allowed. This shocked me, since everyone there met him and loved him when were last there. I informed her that the service dog is my medical equipment, and it is unlawful for them to prohibit me to have him with me, just like prohibiting me using a wheelchair or hearing aids. The woman came back and made up a fake reason that the loaner cars were actually only for cars under warranty, which was false, since they had offered me a loaner before.The woman put me on the phone with her manager who asked me if I think they are discriminating against me then why do I even want to do business with them. I asked if he wanted me to call the police. He dared me to call them, so I hung up on him.

  

  Business Response

  Date: 05/03/2023

  We are happy to work on ******************** Land Rover and he is welcome to bring his service dog in our facility. However, we have policies for our company owned loaner cars and ask customers not to transport animals or smoke in our vehicles. We rotate these vehicle in and out of service on a regular basis and animal hair or smoke smell would devalue our vehicles. 

  We do offer free valet service to customers that live in our area and would be happy to arrange a driver to bring the vehicle in for service. 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 20006237
  
  I am rejecting this response because: it is unlawful under both Alabama and federal law to prohibit a service animal. A service animal is not a pet, and it is unlawful for a business to prohibit a service animal in one of their loaner cars, even if they prohibit pets, because a service animal is medical equipment, not a pet. A business has no more right to prohibit a service animal than to prohibit a wheelchair or hearing aids. They must allow a service animal to accompany one of their customers in any other way that any of their other customers would be able to utilize any of their services.
  
  Sincerely,
  
  Taric Alani

  

  Business Response

  Date: 05/08/2023

  Our loaner vehicles are company owned and we are not required to supply a loaner to any customer. We have a limited number of loaner vehicles and receiving one is a privilege, not a right.

  With that being said, we are willing to provide ******************** a loaner after we diagnose the issue with his vehicle as long as the repair only takes several days. If it's a situation with an order part that takes longer than a week we will not be able to supply him with a loaner the entire time.

  If ******************** will schedule an appointment to bring his vehicle to our shop for a diagnosis we will provide a shuttle ride and determine the next step.

  Customer Answer

  Date: 05/08/2023

   
  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, as long as 1) ********************, my service animal and I are treated like any other customer and we do not have any such restrictions that the service animal is not allowed, such as not allowed in the loaner vehicle and 2) we are allowed scheduling for a loaner vehicle just like any other customer. If the business is willing to schedule such service, please feel free to call me at ************.
  
  Sincerely,
  
  Taric Alani

• Initial Complaint

  Date:03/20/2023

  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.

  Century Jaguar is purposely causing vehicles to be brought back in for repair, they will not let you buy parts to fix the items. On or around Mar 2 I took my car here for service oil change and recommendations. Items mentioned were immediately the next day an issue. Leaking fluid ect. This dealership is purposely targeting African American customers when we bring our cars to be repaired. I took my car to another repair shop to be fixed due to the now $2800 repair. Only to be told the part was on back order so I took back to the dealership and they found a part so I can only have it fixed by them. But refused to sell the part. They are fraudulently causing certain customers to experience costly repairs. I have a video it will not upload.

  

  Business Response

  Date: 03/30/2023

  ****************** brought her Jaguar to our dealership on March 2 for service work and recommendations for any issues. We informed her at that time of a coolant leak and recommended that she proceed with repair prior to it rupturing. She declined the repair at that time. Apparently the coolant system did rupture shortly after and she inquired about purchasing parts to have the repair completed. The manifold was on national backorder and we were able to locate a part for the repair. The work we performed has a warranty for one year and unlimited mileage.

  We completed the repair on or about March 20 and there is no reason ****************** is due a refund for the work performed.

• Initial Complaint

  Date:06/02/2022

  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.

  When I dropped off the vehicle on May 19, 2022, it had an ***** ***** engine light on and when I tried to pick up my vehicle on May 27, 2022, there were four red lights on and 4 ***** lights on. Also, the vehicle is not drivable and was drivable when I dropped off my vehicle. The remedy I'm seeking is to have my vehicle in the same condition or better based on the condition it was in when I dropped off my vehicle at Century. Because, Century owe me a duty of care to maintain and keep my vehicle safe and free of danger while in Century's possession, I am only asking that Century make this right. It is not possible that a rat was in my vehicle when I dropped it off. Again, the vehicle is not in the same condition it was in when I picked up the vehicle. Therefore, the vehicle is not drivable and was drivable when I dropped off the vehicle.Request ********************* contact information as well. Thanks!

  

  Business Response

  Date: 06/02/2022

  We have addressed ******************** Range Rover and completed repair to bring it to the same condition as when he dropped it off. We also informed him it had a bad coolant leak that needs to be addressed and we don't recommend he drive it until the repair is completed.