Complaints
This profile includes complaints for Schumacher Auto Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 37 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/25/2025
Type: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 used 2021 *** M8 from Schumacher Buick GMC ********************************* dealership on 12/26/24. My salesman was ******* ****. The purchase was made remotely as I am in AZ. The sales advertisement stated this vehicle included the upgraded driver assistant package ******* sold me the car as being fully operational. Given I am not local I had to rely on ******* dealing with me in good faith. I did secure a video of the vehicle and it appeared in good condition.When the vehicle was delivered to me, I immediately noticed that the parking sensor was not operational. I had this diagnosed at the local dealership and they identified that one of the sensors on the back bumper had very minor damage to it, which impacted the whole system. I called and spoke to ******* and he assured me the vehicle was fine when it left the dealership, however I had the local *** dealership pull the failure code and it shows this issue was present since 9/20/24, prior to the sale. In addition the report indicates that the warning light had come on 255 times since. This confirmed that the warning light triggered more than one time a day during this period. It is clear to me that ******* was not being honest with me. I called and emailed both the sales manager, **** ****** and the CEO, *** ******** to communicate my concerns. It has been two weeks since my first communication. Neither has had the professionalism to call me back and address this issue. It cost $2048.17 to repair this damage. I believe this dealership falsely advertised the condition of this vehicle and then made a bad faith deal.
Business Response
Date: 03/05/2025
****,
Thank you for reaching out to us regarding your 2021 Pre-owned *** purchase. It is unfortunate that you identified an issue with your car. The car was sold as a Non-Certified Pre-Owned Vehicle with a Limited Warranty for 3 months/3k miles. Although every effort is made to identify any issues that may be present, we did not have any warning lights coming on for the park assist. We conducted a visual multi point inspection, and the vehicle was in good condition. You were also provided with a walk around video of the car showing you all sides of the car and the condition it was in,which you agreed was in good shape. After the sale the car was placed on a transporter and shipped to *******, we are not responsible for any damage by the shipping company. The sensor appeared to be pushed in and scratched according to your documentation.
We are unable to determine the value of the Westgate Invoice as there is no information pertinent. Arrowhead *** did not perform any work.
Thank you for reaching out and sharing your concernsCustomer Answer
Date: 03/07/2025
Complaint: 22991192
I am rejecting this response because:Your assertion that the vehicle was totally functional prior to the sale is not supported. As I noted in my complaint, ********* *** secured the fault codes report on 1/27/25 for the parking assistance that have fired on this vehicle. The printout report confirms that this issue was present since 9/20/24, three months prior to selling the vehicle to me. The trigger fired 255 times in a period of 143 days, meaning the warning light triggered more than 1xday, This warning message is clearly displayed on the vehicle and requires manual intervention to remove it from the screen. If the vehicle went through a multi-point inspection as you claim, it is unreasonable to believe that this was not discovered. As for the video walk around, the damage is not something that would have been evident as it is a minor scrape. Furthermore, I asked the sales person to confirm with me that the vehicle was fully operational, which he did. Is it your position that as a consumer, I should not expect the dealership to operate in good faith? I doubt a court would agree. The repair cost for this issue is clearly documented, it is irrelevant that the repairs were completed at ******** collision. If you would have preferred that I had a *** dealership repair this vehicle, the cost would have been substantially more. I encourage you to review this file further and reconsider your position. I am prepared to take further action through all legal remedies available to resolve this issue if you are not willing to address this issue.
Sincerely,
**** ********Business Response
Date: 03/17/2025
****,
We have received your complaint rejection response. In our initial response to you we indicated that the Invoice from Westgate Collision was not pertinent as there were no repair details included. Since you have not provided the detailed repairs that were performed to your vehicle, we reached out to Westgate Collision and have obtained a copy of your work order.After careful investigation it was found that the $2,048.17 was for all the work you had performed on your car. The sensor replacement was only a portion of the invoice. We will not be participating in the repairs to the Weatherstrip installed on the Left front door, $284.00. We will not participate in the Bumper Cover refinish, clear coat, bumper assembly overhaul, rear bumper cover, paint/materials and hazardous Waste disposal and Flex Additive in the amount of $1325.72 plus tax.
The Rear parking sensor $323.88, the sensor ring, $4.52, and the sensor bracket $60.21 plus tax at a rate of 8.60% equals $422.03.
We will be willing to submit the amount of $422.03 for approval and once approved we will refund you for only the sensor replacement as reference in your initial complaint.
All other repairs are denied and are not the responsibility of Schumacher Auto Group on your Pre-owned 2021 *** M8.Customer Answer
Date: 04/01/2025
Complaint: 22991192
I am rejecting this response because:In your response, you have agreed to replacement of the sensor, this is appreciated. In addition, I agree that the left front door weather stripping is not your responsibility. However, your explanation for the bumper repair is not accepted. As you know, the sensor is attached behind the bumper. There is no way to access the sensor without first removing the bumper cover. In addition, the damage area to the sensor includes the rear bumper where the sensor was impacted and attached. In order to ensure that the new sensor will function correctly it was imperative for the shop to fix the minor damage to the bumper as well as replace the sensor. I ask you to reconsider the decision to not address the bumper. I am willing to accept a payment in the amount of $1,747.75. This is the cost to address the sensor fully to ensure the system was fully operational.
Sincerely,
**** ********Business Response
Date: 04/08/2025
In your original complaint you referenced the scratched sensor only, no mention as to bumper repair, paint, Bumper assembly overhaul, and refinishing of the Bumper Cover. Yes, the sensor is in the bumper, and we are willing to cover the Sensor cost, not refinishing your bumper.
No additional monies will be refunded other that the refund for $422.03 as already offered.
Initial Complaint
Date:01/18/2025
Type: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 am writing to file a formal complaint regarding an unsatisfactory experience at Schumacher ***************************** on ***************I brought my vehicle in to have the error light diagnosed and was quoted $300 for a diagnostic fee. I explicitly informed the service representative during check-in that any charges beyond this amount would require my prior approval. The representative acknowledged this and assured me no additional work or charges would be performed without my consent.Upon deciding not to proceed with the recommended repairs, I went to pick up my vehicle. I was charged $353.10, which is $53.10 above the quoted amount. When I asked for an itemized receipt explaining the additional charge, I was only provided a credit card payment slip and no breakdown of the fees. The representative at the counter claimed the extra charge was a waste fee. However, this fee was neither disclosed to me upfront nor approved by me, as per the agreement made at drop-off.I feel this is a breach of trust and transparency, as the dealership failed to honor their assurance to seek my approval for additional charges. I kindly request that the BBB assist me in resolving this matter and ensuring the dealership adheres to ethical billing practices. I am seeking a refund of the unauthorized $53.10 charge.Thank you for your attention to this matter.Business Response
Date: 01/22/2025
Repair order # ******
2017 Chevrolet Cruze
The diagnostic charge of $300 was approved by the client, shop supply charges are assessed on every work order that is 10% of the total labor and parts not to exceed $75.00, on RO # ****** a $30 shop supply Cost was added, which is 10% of $300. In addition to the $30 shop supplies there is tax of $23.10 which we are required to charge by law. The total of $53.10 is in addition to the $300 diagnostic fee.
No refund will be issued.
Customer Answer
Date: 01/22/2025
Complaint: 22829613
I am rejecting this response because: I was told "anything over $300 we will call you first". I was not told about a $30 shop supply Cost, nor the possibility of a shop supply cost.
Sincerely,
***** **** IiiBusiness Response
Date: 01/23/2025
The diagnostic charge was agreed upon and honored, we did not charge over $300 as quoted. Taxes and Shop Supplies are customary charges on all repair orders.Initial Complaint
Date:11/18/2024
Type: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 was offered to buy her 2023 Subaru Outback for 35k. In financing room when making payment and signing forms, price was dropped to $32.8k to buy out vehicle. We paid $19.5k and agreed to pay remainder upon vehicle pickup. Instead of being called to pickup vehicle, my wife was called and told price of car went up and is now $39k. She signed paperwork, shook hands, and signed title already. Schumacher cancelled the deal and reversed the $19.5k charges. We were lied to. We took 10% hit taking money from 401k to pay $33k only for Schumacher to change price last minute to $39k after paperwork was already signed. Schumacher should honor the original paperwork that was signed, not make us pay more because they did their job wrong. If a business messes up, they should eat the loss, NOT the customer!!! We are honest people and we were honest with you when we noticed price was lower originally. Even after pointing it out you stuck to that price. You should be honest too and still stick to that price!Business Response
Date: 11/19/2024
We appreciate the opportunity to provide clarity on the matter raised by Mr. *********** regarding his recent interaction with our dealership. Below is an account of the events as they occurred:
Two days ago, Mr. ************ wife visited our dealership to explore purchasing their leased Subaru vehicle from Subaru Motors Finance. We provided her with a quote, initiated the vehicle certification inspection, and offered her a courtesy loaner vehicle while we finalized the process. Unfortunately, during the transaction, a manager mistakenly quoted the end-of-lease payoff instead of the current lease payoff, which was several thousand dollars higher.
We promptly identified the error before the customer returned to finalize the deal and informed her of the corrected payoff amount. She expressed disappointment and indicated she no longer wished to proceed with the transaction. To address her concerns, we offered to reduce the cost of certification significantly. However, the customer declined, stating this was not acceptable.
Despite this, our executive sales manager reached out to express concern for their experience and offered to waive the certification cost entirely as a gesture of goodwill. This would have substantially reduced the overall cost of the transaction. However, Mr. *********** perceived our efforts to resolve the matter as offensive and subsequently escalated his complaints.
Our sole focus was on resolving the issue and repairing the relationship.
While we made every effort to address their concerns and rectify the situation, we ultimately determined that we could not meet the ************* expectations. We have respectfully informed them that we are unable to continue the business relationship and advised them to seek assistance from another Subaru retailer.
We value transparency and professionalism in all customer interactions. While this situation is regrettable, we believe we have acted in good faith to resolve the matter and move forward amicably.
Tell us why here...Customer Answer
Date: 11/19/2024
Complaint: 22572736
I am rejecting this response because: Payment was made. Title was signed. Dealer illegally backed out of signed contract.
Sincerely,
**** ***********Business Response
Date: 11/21/2024
We promptly identified the error before you returned to finalize the deal, and you were informed of the corrected payoff amount.
We offered to reduce the cost of certification significantly, but you declined the offer.
Customer Answer
Date: 11/21/2024
Complaint: 22572736
I am rejecting this response because: The deal was finalized when the title was signed and when initial payment was initiated. Dealership illegally did not honor contract.
Sincerely,
**** ***********Business Response
Date: 11/21/2024
The deal was not completed so there is no signed contract, the clients declined to move forward with the deal after being told the correct payoff.Customer Answer
Date: 11/22/2024
Complaint: 22572736
I am rejecting this response because: In addition to the contract and title that was signed, your acceptance of initial credit card payment is legally binding contract. The claim that contracts were not signed is untrue. The only reason full payment was not sent initially was because **************** had 20k withdrawal limitation. Otherwise entire payment would have been sent. Subaru West Palm accepted initial payment and had my wife sign multiple contracts, including the title, indicating clear acceptance of terms offered. Subaru West Palm neglected to provide us with copies of signed paperwork. Initial Payment is contract. Subaru violated terms of contract and cancelled deal.
Sincerely,
**** ***********Business Response
Date: 11/27/2024
We promptly identified the error before the customer returned to finalize the deal and informed her of the corrected payoff amount. The deal was never finalized.Initial Complaint
Date:10/30/2024
Type: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.
9-10-24 Schumacher Auto Group at ****************************************************************** sold me a LEMON- 2024 GMC Acadia Denali with 200 miles on it. In heavy rain the 2 days before Hurricane ******, the vehicle's camera proxy system malfunctioned, and the vehicle would not work in reverse. Any attempt to put the car in reverse failed. The safety feature would engage, and the car slammed the gear into Park. This happened at least six times trying to back out of my driveway with nothing in the way, injuring my neck. The camera proxy system is faulty and malfunctioned 2 days before hurricane Hellene in heavy rain. Reverse would not work. The vehicle was flat beaded back to *** the next day and remains at the dealer. They told me not to use my insurance company for the tow. I did. *********** is aware they sold me a LEMON.I am being treated horribly by everyone at Schumacher GMC. ****** of the ******************* who is completely rude and hung up on me. He told me the day before Hurricane ****** that there was nothing wrong with the car. The day after the hurricane, he said they reprogrammed the *** system. They would not show me service records. What was done? Reprogrammed the cars brain? I told them I wanted my money back. The Sales Manager **** said it was too late for me to get my money back. The dealer has used delay tactics as the salesman was out with back pain for a week and they said I had to talk to him to return the car. The Sales Manager **** delayed his call back to me for five to six days. When I spoke to him, he said he would check with service ***** He told me he would call me back and I never heard back. To this day the car remains at the dealership with no call from anyone from GMC ******************************************************************* The customer service has been a nightmare from the beginning. I want my money back!Business Response
Date: 10/30/2024
****,
The request for a refund will not be honored. My records indicate that the Short-Range Radar Sensor had an updated software available. The software update was performed, vehicle was working as designed. Thank you for your comments regarding our Service Advisor, we take feedback very seriously and will address the issue.
Initial Complaint
Date:10/16/2024
Type: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 car from the dealership and it started having issues so I took it back they said they was going to fix the repairs so I ask for a loaner car they didnt have one **** the manager told me they will give me my car back and when it have all the parts they will call me to pick up I go back to get my car it has no power when it had power the whole time I had it with no issue with power then they tell me that the person thats come to get the loaner will need to have insurance and be on the auto loan which is incorrectBusiness Response
Date: 10/24/2024
Keymauri,
Thank you for your inquiry, all of our loaner vehicles contracts must be accompanied by insurance of the person receiving the loaner. I am sorry that this did not meet your requirements, but you are responsible while driving our loaner vehciles.
Initial Complaint
Date:09/24/2024
Type: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 my car towed to Schumacher Infiniti 9/20/2024. My car was finally looked at 9/23/2024 after I called numerous times. I was told the problem is a gasket, but my advisor was out and no one else could submit paperwork. 9/24/2024 I am told by service they are refusing to use my warranty for repairs. I had to call my warranty, whom I purchased from an ******** dealership at the time I purchased my car, for them to tell me ********* was charging hundreds of dollars above the listed prices for parts and labor. Ultimately, I was told by ********* that it would be over$200 for the diagnostic to get my car back and repaired somewhere else. I agreed to pay the fees to get my car back,but demanded a quote for the work the wanted to do. I asked for an itemized quote on repairs and was sent a receipt from an oil change I had done there at some point. Eventually was sent a quote totaling over $5,000 I paid the fee of $234.40 so I could have my car towed to a reputable location.Business Response
Date: 09/25/2024
*****,
** do charge a diagnostic fee for determining what is wrong with your vehicle. The technicians took the time to diagnose your issues with your Infiniti. The warranty coverage was approved by your extended warranty company however they do not pay our current labor rate therefore you would have to come out of pocket for the shortfall.
** are sorry that you feel the diagnostic charge was not what you anticipated but we have qualified technicians working on your vehicle that are certified only by Infiniti. Skill and craftmanship as well as safety go into every diagnostic and repair. ** care about our clients and their vehicles.
Customer Answer
Date: 09/26/2024
Complaint: 22335517
I am rejecting this response because:
I have taken my car to another shop and the codes they gave me did not match what I was given by *********. Also, the oil was not leaking, which I was told by the service *** after I decided to take my car back. Once again, ********* is a scam.Sincerely,
***** ****Business Response
Date: 09/30/2024
*****,
Again, we are sorry that you feel the diagnostic was not what you were anticipating.
Thank you for reaching out to us.
Customer Answer
Date: 10/01/2024
Complaint: 22335517
I am rejecting this response because: the diagnostics from Schumacher was incorrect. The actual diagnostic had to do with a sensor, not a gasket and the oil is not leaking. Schumacher would have cost me thousands and not fixed the issue.
Sincerely,
***** ****Business Response
Date: 10/02/2024
The vehicle was brought in for the ** light on in the car and the car had no power under acceleration, vehicle will not go over 20 mph. This was diagnosed and found that the repairs would need a Valve Body for repair. We thoroughly check all of our vehicles with a computer and read the codes that are stored in the vehicle's computer. The client had an extended warranty which would have covered the repairs with the exception of the entire labor rate we charge. The client would have had to come out of pocket for the difference paid by the warranty company and what we charge.Customer Answer
Date: 10/21/2024
Complaint: 22335517
I am rejecting this response because: Schumacher is a scam and unreasonable.
Sincerely,
***** ****Business Response
Date: 10/24/2024
*****,
** are very sorry that you are not satisfied. ** do charge a diagnostic fee for determining what is wrong with your vehicle. The technicians took the time to diagnose your issues with your Infiniti. The warranty coverage was approved by your extended warranty company however they do not pay our current labor rate therefore you would have to come out of pocket for the shortfall.
** are sorry that you feel the diagnostic charge was not what you anticipated but we have qualified technicians working on your vehicle that are certified only by Infiniti. Skill and craftmanship as well as safety go into every diagnostic and repair. ** care about our clients and their vehicles.Perhaps reach out to your extended warranty company who will not pay for our posted labor rates to see if they will assist you.
Initial Complaint
Date:09/06/2024
Type: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 my ********** into Schumacher **********************. I have been going here for approximately 8 years. On this particular day Id had my check engine light turn on. I was advised by ****** that it would take ***** hours for diagnosis and he was definitely upset he had been having a bad day. I explained I needed the car by Wednesday as this was Monday and my light came on on Sunday. He said he couldnt, I explained I had the extended warranty. He told me I can get a rental and got me a Lyft to take me to hertz. Got to her and called my warranty with the number he provided, was told they need diagnosis before I could rent a car. So, called and couldnt get ****** on the phone, spoke with his supervisor ****, quite an abrupt man and a little rude. He told me nope cant get a diagnosis until ***** hours, meanwhile I am now stranded at hertz. I pay for a rental car myself, get a call from ******, he calls the wrong number and then I cannot get a hold of him, drive to Schumacher, he says that you put bad gas in your car you need a new pump valve itll be $707 warranty wont cover. Then wants to charge me a $275 diagnostic fee. I ask for supervisor get to ****, he basically berates me is condescending and extremely rude, agrees to remove the fee of $275 after being so rude to me and basically raising his voice and yelling. Says he does not car that I bought my car from them, doesnt care how long Ive been going. Take my car to a different mechanic, he sees my fuel hose is leaking, then I find out my PCV valve is leaking, my diver valve is malfunctioning and my fuel pressure valve is bad. Needless to say, they misdiagnosed my car I could have caught on fire this is very dangerous. I found that there was NEVER bad gas in my car this was not true, how they got bad gas? Who knows but super dangerous situation they put me in. *** never had a problem with this company all these years until recently. There are other incidents but I am only allowed so many words here.Business Response
Date: 09/18/2024
*******,
We apologize for the miscommunication regarding your rental. We are bound by the contract guidelines with your extended warranty through ******** and they clearly stipulate that a loaner or rental vehicle are not approved until diagnostics are done. The cars are taken into the shop in order of their appointments. Due to the volume, we are experiencing this may take longer than anticipated, and we apologize for the inconvenience. We clearly disclose the charge for a diagnostic fee of $275 for all diagnostics and in this case was removed from your invoice, per **** the Service Manager. We are sorry to hear that our standard was not met during your interaction with us, we appreciate your feedback.
Customer Answer
Date: 09/19/2024
Complaint: 22250450
I am rejecting this response because:
There was a lot more that was said here that you didnt follow up with, the managers attitude was outrageous and extremely rude. He only took the $275.00 off after being sure to berate me with his door open in front of whomever would listen, and tell me he didnt care at all that Id bought my car from Schumacher and Publix doesnt care that hes a customer and so therefore he was comparing me to a Publix customer saying to me he didnt care at all that Id been going there 8-9 years. Very unprofessional, not to mention you show me my fuel from my gas tank in a water bottle? How do I know where that fuel came from? Dishonesty all around. Also I went back in to Schumacher 3 days after picking my car up from a bad purge valve that Schumacher replaced to let you know the mileage had gone down significantly and the car wasnt running the same, nobody cared you basically called me a liar and said there was nothing wrong and I was basically making it up.
Sincerely,
******* ******Initial Complaint
Date:09/02/2024
Type: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.
11/11/2020 Put a deposit for a new c8 corvette on my credit card. Went back to dealership on 6/26/24 to cancel order because it is taking to long. Said they would credit the credit card but did not happen, Went back again and was told the sales manager was not in. I have called and left messages with ******, and he said to call ****. I left 4 messages and have not received a call back.Business Response
Date: 09/18/2024
*****,
We apologize for the delay in delivering the Corvette and the $1,000 check refund. I confirmed this morning, with **** that the check request was again submitted to our controller and that a refund is due to you. I
Customer Answer
Date: 09/18/2024
Hi
This is the response I wanted. Will be satisfied once I receive the refund.
Any indication when I should receive a check?
Thank you for helping me with this matter
*****
Customer Answer
Date: 10/01/2024
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:08/31/2024
Type: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.
This was my first time working with this dealership, and I feel deceived and cheated out of one of my rebates. The rebate in question was the ** sign-up bonus of $500, which was listed on my deal sheet under the total rebates. To qualify for this rebate, I needed to sign up using the link provided by the dealership and get *********** the dealership, I started the credit card application on their computer, set up by the salesperson. Once in the finance room, I noticed the rebate had been removed from my deal sheet. When I questioned this, the salesperson told me there was a glitch on **'s side and that I needed to reach out to ** directly to process the rebate. He assured me not to worry and reminded me that I had to put down at least $1,000 on the card, which I did. I questioned the 3% credit card surcharge, but was told it was necessary to secure the rebate.I called ** on Monday, and they informed me that all rebates must be processed through the dealership and they can resolve issues via the *********************** I then called the salesperson, who said he would take care of it. On Wednesday, I followed up and was told that he was unsure about the rebate and instead offered me free car washes. I asked him to escalate the issue, and on Friday, he informed me that I was not eligible for the rebate. This is despite the fact that I followed the dealerships instructions, completed the application on their equipment, was approved, and made the down payment, including the credit card surcharge.Something about this situation feels very wrong, not sure if they messed up the rebate and dont want to fix it or keep it for themselves.Business Response
Date: 09/30/2024
******,
All rebates are processed through the dealership. Once the application process is complete through the ** website, ** then sends us an approval code which we must use to obtain the rebate from GM. In this case we did not get the code therefore we were unable to apply the rebate. Without the code there is no way to get the rebate offered by GM.
In lieu of the rebate, ***** *****, the Executive Sales Manager will be willing to offer you 2 complimentary ******** and Filter Changes.
We are sorry for any inconvenience with processing the rebate.
Customer Answer
Date: 09/30/2024
Complaint: 22224708
I am rejecting this response because:Based on the response from the dealership the story is changing as it seems from their response the dealership knew at that time of sale that I was not getting the rebate, yet I was told by ********* Auto sales representative that there was a glitch and had to reach out to ** to resolve the issue. And was instructed by the dealership that I still needed to put the down payment on that credit card in order to receive the rebate. Which resulted in an additional 3 percent charge to the down payment.If I wasnt going to get the rebate, I would have never used a credit card for the down payment.
After the sale I reached out ** as the dealership instructed me too and was informed by ** that there is a special group to handle rebate issues that the dealership can contact for rebates issue called the ********************** and to have the dealership open a case to escalate.I called back the sales representative at the dealership and informed him the dealership had to open a case with the ********************** and I could not.I followed up multiple times with the sales representative to get a status on the escalation and a week after the sale when calling the sales representative for an update to the escalation I was told that the result via the sales manager ***** was that I did not qualify.
It seemed the dealership open a case to resolve the missing rebate and i should have the answer as to why i didn't qualify
The rebate qualification states that in order to receive the rebate there are 3 steps.1, Complete the credit application as per the dealership instructions.
2. Be approved for the ** card
3. Put a minimum $1000 down on the credit cardI filled out the credit application on the dealer computer per their instructions. I was approved for the ** card and did put the down payment as per the dealership on the ** card.There should be no reason why I did not qualify and have not been provided a reason.
So, if I didnt qualify for the rebate the fault would be the dealership not providing the correct instructions.Or I did qualify, and the dealership kept the rebate.
I think that the Executive Sales Manager offering 2 complimentary ******** and Filter Changes for an electric vehicle that does not use oil or oil filters is a bit of an insult and looking for the rebate or compensation close to the missing rebate.
Sincerely,
****** HarrisburgCustomer Answer
Date: 10/31/2024
This complaint has actually been resolved the dealership was able to resolve the issue and sent me a check for the proper amount, please update and close accordinglyInitial Complaint
Date:07/18/2024
Type: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 leased my first Volvo from this company back in April of 2021. My then fiance was in a wheelchair at the time. We walked into the dealership and were the only people in the waiting room. We waited about 10 minutes when another couple walked in and they were immediately greeted and helped. We were very upset we were discriminated against and left. I loaded my then fiance and the wheelchair into the car, and we went on to continue our car shopping. I really was interested in the Volvo so against my finances wishes we went back. As we were arriving, the couple that were tended to instead of us were leaving (without a car). We were promptly helped and they did apologize to us for ignoring us. We worked with *******************. He was very eager to get us to agree to buying the car today. We said if the money made sense we would leave today. I was nervous about the cost of the car, especially the tires. So he sold me on the tire and paint protection package, as I was prone to nails in my tires due to my work environment. I never had ******* tires and didnt want to replace them. He also offered to throw in the excess wear and tear package for me for free. I would pay $15/month extra for tire and paint he would include the excess wear and tear in the 579/month lease price. Upon closing, a finance rep from VW had to come over to help. He made multiple mistakes including spelling my first, middle, and last name wrong on my registration and my address. I called to have this corrected. While they fixed my name, they decided to change my address to my employers address. The other mistake I learned later was that he never included my excess wear and tear that was part of the deal. Besides ******************* offering to include this for free and not, he also mislead me on what the paint and tire protection covered. When I tried using it I was told it was only for paint-less dent repair. I learned I didnt have excess wear and tear upon turning in my vehicle.Business Response
Date: 07/19/2024
Schumacher Auto Group will not be extending a Billing adjustment.
We have very clear and concise documents when turning in an End of Lease vehicle.
Based on the original Lease agreement on the 2021 Volvo an inspection may be completed by an independent vendor to determine excess wear and tear that there may be charges as determined by this inspection. The customer acknowledged that any remaining or past due payments, late fees, termination fees, disposition fees, excess wear and tear fees, and mileage overages are due by the customer
Thank you for your inquiry.Customer Answer
Date: 07/19/2024
Complaint: 22010955
I am rejecting this response because:
Sincerely,
***********************************i understand the turn in requirements. The issue is that I was sold excess wear and tear as part of my lease to cover these charges. When I turned it in I learned that was never applied to my lease. I was sold by the sales rep this add on. Including the paint and tire add on. It was never inputted correctly into my lease just as my registration was not inputted correctly. I was sold the excess wear and tear to cover these charges. I was advised not to change my tire before turning in because my excess wear and tear would cover it. I was mislead by the sales representative. I am clear on how the vehicle is expected to be turned in however I was leased a vehicle that was supposed to have this coverage for this.
Business Response
Date: 07/19/2024
We are sorry if there were any misunderstanding, but your Lease did not include excess wear and tear. You are liable for any charges as it relates to the excess wear and tear. Your signing of the agreement indicating your acceptance of your Liabilities is on file.Customer Answer
Date: 08/09/2024
This dealership lied to me to sell me the car. They told me they were including this and didnt. I am a current customer there. This is really really bad practice. There is enough evidence as administrative mistakes. They either:
1. Lied and told me theyd give me wear and tear and intentionally never added it to my lease
2. made an administrative mistake, meant to add this coverage to my lease and they promised, yet administratively messed up like they did on multiple pieces of my paperwork multiple times
Business Response
Date: 08/12/2024
We are sorry if there were any misunderstanding, but your Lease did not include excess wear and tear. You are liable for any charges as it relates to the excess wear and tear. Your signing of the agreement indicating your acceptance of your Liabilities is on file.
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