Complaints

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

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  Sam Leman Automotive Group

  1602 Commerce Pkwy Bloomington, IL 61704-9608

• 

  Sam Leman Automotive Group

  200 E Courtland St Morton, IL 61550

• 

  Sam Leman Automotive Group

  1604 Commerce Pkwy Bloomington, IL 61704

• 

  Sam Leman Automotive Group

  1720 W Pioneer Pkwy Peoria, IL 61615

• 

  Sam Leman Automotive Group

  1801 W Pioneer Pkwy Peoria, IL 61615

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:03/20/2025

  Type:Billing 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.

  In December of 2024 i was in contact with salesman **** ********** ** Sam Leman of peoria dodge dealership in peoria IL. On 12/21/24 he contacted me and said the owners were in town and wanted them to reach out to potential buyers and try to get them in, wanted to know what it would take for me to come get the vehicle we were looking at. I said if they dropped the doc fee and all the drive away fees we would come get it. He called me back and told me he could do it. We arrived at the dealership, test drove the vehicle, everything checked out. He gave us respective paperwork that showed the price of the vehicle exactly as listed and as expected. When working with the finance manager **** ***, we noticed we were being charged more than talked about. The dealership was charging sales tax on the price of the vehicle. As a Missouri resident, sales tax is due to the state of missouri, not illinois. On top of that, we had sold a vehicle so the sales tax would be less the sales price of the used vehicle. The dealership didnt budge. They said they would send the sales tax to MO and we would be refunded what we were due. After settling with MO, we discovered the dealership kept $881 from the sales tax (Didnt send to MO). We questioned the dealership and were told when they closed out the month we would be refunded if they found excess money. Finally the last week of february after multiple calls, they sent a check for $621 (short $260) we also found out in the mean time we were charged a $27 drive away fee. The dealership has refused to settle with us saying they had to pay a titleing company but will not provide an itemized receipt or proof of the fact. Since the day we left the dealership they have been extremely difficult and at times have refused to talk to us regarding the money we were shorted.

  Business Response

  Date: 03/21/2025

  Dear BBB

  
  We wanted to clarify a few comments in this complaint.

  Doc fee/Drive-away: Per company policy, we will not remove the Documentary Service Fee or Drive-Away Permit fee (A Drive-Away is required by IL on most deals). That stated, we did adjust the price lower to help offset those fees.

  Missouri taxes and fees: When a client finances a vehicle out of state, we use an outside vendor to secure license and title work. This would include collecting taxes. That vendor does charge for their services. This is company policy to ensure our lienholders are protected and their lien is perfected. The client had recently sold a vehicle and was looking for a trade tax incentive. We are an Illinois dealer and requested that he handle that through his DMV or Tax Accessor's office. We believe that was completed and reimbursed. We collect what our vendor suggests plus a small buffer as those fees are estimated. Once that vendor finalizes those fees, we refund any overage. The correct fees were refunded. 

  Sincerely,

  Sam Leman CJD Peoria

  
  

  Customer Answer

  Date: 03/21/2025

   I am rejecting this response because:
  
  At no time did the dealership ever explain WHY they were charging what they did other than claiming sales tax.  At no point did the dealership ever provide an explanation of charges showing the missing $260.  To this date i still don’t know where the extra $260 is.  They claim they used a 3rd party for titling and licensing.. however all titling and licensing was done through the Missouri DMV, and they have provided no proof or receipt from such action.  The dealership at no time told us that we could request a refund through the state of Missouri for any difference we were due.  We were not told that the dealership didn’t send all of the sales tax collected to MO until advised by the Missouri DMV.  
  

  In regards to the doc fee and drive away fee, saying it is against company policy to waive the fee is a misrepresentation of the truth.  Adjusting price to account for fees is the same principle as waiving.  We were told by **** that both would be waived.  The drive away fee was not.  
  

  Lastly, requiring customers to take financing through Chrysler in order to secure a specific price on a vehicle, then overcharging sales tax to inflate the loan amount, that will then incur more interest is fraudulent.  So charging an unknown sales tax % plus a “buffer” that isn’t due to the dealership or any party of the dealership is theft.  It inflated the loan amount and incurred more interest than should’ve been owed, on a loan that the dealership received a commission on based on size of loan.  

  The lying, misrepresentation and misleading information regarding sales tax and fees is extremely poor customer service and an incredibly poor way to conduct business.  I have still been provided no proof that the dealership doesn’t owe us $260.  

  Business Response

  Date: 03/26/2025

  Dear BBB,

  We were going to share documents from the purchase to show our math, but just noted the person who issued the complaint does not match the owner of record. By name or address. Please verify if the BBB wishes us to send these only to the BBB on a "do not share" policy to help review the complaint. 

  That buyer is ***** **** ******** from ***** ***** ****** ****** ** *****. Possibly related, but we were advised not to share due to privacy/ID concerns

  Customer Answer

  Date: 03/27/2025

  My father (*****) is the one who purchased the vehicle.  I (*******) was the one who reached out to the salesman ****, and had all prior communication with the dealership (including the waiving of doc and drive away fees) before our arrival to the dealership the day my father purchased the truck.  I went with my father the day he purchased the truck and sat with him through every step of the process, including in the finance managers office.  I have first hand knowledge of the every event whether listed on a title or any paperwork.  Also, while not listed on any of the paperwork, the dealership called me on 2/27 to confirm the address for the partial refund they sent.  I told them i was the son of the purchaser (who they had previously been in contact with) and they stated that it was okay, and wanted me to confirm the mailing address of my father.  

  Customer Answer

  Date: 03/27/2025

  I have attached a written/signed statement from ***** (my father).

  Business Response

  Date: 03/28/2025

  Dear BBB,

  Here is the math and further explanation of the numbers and out of state processes.

  MSRP:                                                  $75205.00
  Advertised price with rebates applied: $55205.00 (Advertised as $20,000 off)
  Actual sale price w/o doc and permit:  $54819.00 
  Difference:                                           $     385.03 
  
  The additional discount of $385.03 was to cover the doc fee and drive-away as promised.
  Clarification: The doc fee and drive-away fee will not be removed from the purchase order as they are mandatory collections by the corporation to our individual stores. Individual dealerships can elect to discount their vehicles to assist in covering doc or drive-away fees when a client requests it, but that dealership will pay the corporation either way. In this case, Peoria extended an additional $385.03 discount from their advertised price. Attached is a signed purchase order outlining these numbers. 
  
  Peoria collected the following fees for our out-of-state vendor *** ***** ********. As mentioned, we use them to process our out-of-state finance transactions and to control perfecting the lien. They then work directly with the state DMV and revenue office if applicable to complete the process. This process is not an option when clients finance from out-of-state. The estimated *** fee document is attached. 
  
  Fees collected outside of the drive-away and doc fee:      $6527.67 
  Actual fees needed to pay *** (account copy attached): $5905.88 
  Check refunded to the customer (check attached):           $  621.79

  We hope this helps clarify the numbers. We understand a client may not agree with certain fees, but the original estimate proved to be well below the actual number needed and a refund was sent.

  Sam Leman CJD Peoria

   

  Customer Answer

  Date: 03/28/2025

   I am rejecting this response because:
  The math on all of the forms submitted by the dealership still doesn't account for a missing $236.90.  "******** *** Fees" and "Breakdown in CDK of CHKS" both show $6,290.67 being sent to *** for taxes/title/license when the dealership actually collected $6,527.57 based off paperwork signed at the time of purchase (attached installment contract).  This would infer the dealership is still in possession of  $236.90 since they only sent 6290.67 to *** but collected 6527.57.  The refund of $621.79 has not been explained as to where it comes from or how it is derived, however, I show the State of MO collected 5646.88, leaving a difference of 880.69 vs what was collected (6527.57) - after a refund of $621.79, shows a difference of 258.90.  258.90 minus the drive away fee ($27) we were told would be waived is 236.90 that is unaccounted for.  

  I will also refer to "******** ***" - this form does not match what was signed at time of purchase and shows 6492.67 collected for taxes/title... which is $35 different from our paperwork, looking like that stems form an "ERT Fee" not shown on any other paperwork.... 

  Bottom line - There was 236.90 collected by the dealership, not sent to *** and not shown to us, paid anywhere else.  I believe we are due this in a refund.  The dealership has still yet to show where this amount is.  

  I would also add to one of my original points...  Per the "******** ***" the DOC Fee and ERT fee were added onto the sale price and sales tax charged on the total.  An arbitrary sales tax number plus a recommended "extra" amount that gets rolled into financing does nothing but inflate the loan value of a vehicle to incur more interest.  The sale price of the vehicle was quoted at 55205 after discounts.  with 30,000 down, the loan amount should've been 25,205 - yet ended up being 31,xxx... incurring interest on an additional 6k that wasnt due to the bank or dealership or any party thereof.

  At a minimum we are missing an explanation / refund of $236.90

  Business Response

  Date: 04/14/2025

  Dear BBB,

  The client continues to discuss a drive-away fee and doc fee. The ad price was $10,000 off the MSRP. We discounted the vehicle that amount plus the drive-away fee and doc fee. Even though these two fees were listed, the client did not pay extra for them. They are listed for corporate accounting purposes as discussed earlier. The additional discount covered those charges.

  They signed documents explaining the pricing and fees, all fees are estimated. Once we balance our accounting, we refund the difference of monies collected against money sent out for taxes and fees (this would include *** charges). Those refunds were sent to our client.

  Our accounting balances. There is no money owed to the customer or from the customer.

  Customer Answer

  Date: 04/15/2025

   I am rejecting this response because:
  I will continue to reject any response provided by SL until they can show that they didn’t collect to much money for Tax/title/license, and didn’t send the entire amount to the state of Missouri.  The doc fee and driveway fee are negligible and discussed out of principle, showing the dishonesty and trickery by the dealership.  The main concern was the money collected vs the money sent to MO, then the money refunded; doesn’t balance and the dealership continues to deflect toward the driveway and doc fees that i stated in my first response, wasn’t what i was seeking action for.  I was seeking refund or explanation for discrepancy in money collected for tax/title/license vs what was sent in to the state.  They have yet to prove their case as provided in my last response.
  
  

• Initial Complaint

  Date:03/12/2025

  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.

  Purchased ‘17 Explorer on Jan 31 with a 5k down payment & 13k owed. The same evening I purchased the vehicle I arrived home and heard a grinding noise when turning my wheel. It wasn’t noticeable while actively driving-but without road noise it was very apparent. Called the following Monday about this issue & was told they’d just outsource it to a ford dealer/shop for my warrenty. After discussing with a ford shop-they told me that if it was making the noise when I got home-this wouldn’t fall under warranty. I contacted Sam Leman in Morton once again to relay what I’d been told-I never got a call back with an answer for a resolution. Finally on 2/26 I called frustrated at this point-they told me to bring it in. The next day they diagnosed the front right strut was out & told me that they ordered the part & I should expect a call by “next week”. 3/4 I came out of work to discover rain water leaking gallons onto my stereo/climate controls from the front middle of the sunroof. I got home & called Sam Leman Morton very upset/angry considering I had not had this car a month nor made a payment on it & this was the 2nd issue. I went to the dealer the same day to be helped & was met with snide comments & little understanding of our frustration. After looking at the sunroof-they unclogged the drain. Questions came up about my warranty since the stereo just got drenched. The sales manager, ***, when discussing my warranty coverage and options revealed that they had NOT ordered the part for the strut in the first place & was waiting for my warranty to be valid-in turn making me pay the deductible for an issue that was present when sold to me. I should not be responsible for the deductible on this issue. *** excusing that the reason I’ve had issues with the vehicle being that “I bought it from the “cheapie lot”-is very unprofessional. incredibly disappointed in the customer service, management, respect & accountability of this purchase.

  Business Response

  Date: 03/20/2025

  Dear BBB,

  We apologize for the delay as we had an appointment set for 03/19/2025 to look at the vehicle. We completed specific repairs that date and the customer left satisfied. This was done as a one-time goodwill gesture. Further issues will be at the owners expense. We appreciate the BBB 's involvement and have closed the case. 

  Thanks. Sam Leman CJD Morton

  Customer Answer

  Date: 03/26/2025

  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. 

• Initial Complaint

  Date:10/21/2024

  Type:Billing 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.

  Test Drove vehicle on 9/10/2024. Agreed on purchase price. Included some additional warranty/GAP insurance premiums with the understanding we could cancel them before paying for car. We signed paperwork. On the evening of 9/10/2024 we emailed ******* ******** the finance Manager and stated we did not want to proceed with these items. ******* said no problem that they can just cancel. We asked if both of us needed to be present to cancel these items as both my wife and i were on the purchase agreement together. ******* said no only one of us was necessary to cancel. On 9/11/2024 i wired down payment to dealer, on that afternoon my wife went to pick up the vehicle and sign cancelation form. We were under the impression all was handled at this point. A few weeks go by and now our loan is set up through lender and these add ons are still on the loan. $3751.00 is the total and we are being charged interest on a service we did not want and cancelled before we finalized purchase of the vehicle. I read on **** reviews that ******* ******** has done this same thing to other people. I have reached out to her, our sales person and the store manager about this and it is still not resolved. What options do we have?

  Business Response

  Date: 11/01/2024

  Dear BBB,

  We appreciate informing us of this issue. We have reached out to our client to explain what had occurred. Based on that conversation, we agree there may have been a communication issue. Both clients were present during the original signing of the documents. They were not sure they wanted to include the ancillary products so we explained they could take advantage of those now and if they changed their minds we would cancel the products. It should be noted that they live outside of Illinois. We explained that if they elected to cancel any of those products, that we would need both of them here to resign paperwork and remove those products before the loan was funded or just one of them could come down and cancel the products and the refunds would go to the lender.

  They did elect to cancel those products later and asked if only one of them could come down to cancel the products. Our finance manager assumed that since only one was coming, the decision to not redo the paperwork was desired for convenience's sake. We have spoken to her and going forward discussed that it would be good to go over the options again to ensure our customers understand and can make educated choices when changing their minds on ancillary products.

  The refund request has been processed and will be forwarded to the lender.

  Thanks

  *** ***** ***

   

  Customer Answer

  Date: 11/04/2024

  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.

• Initial Complaint

  Date:08/23/2024

  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.

  I bought a used 2021 Jeep Grand Cherokee L with 13k miles for $40,000. It was a manufactured buy back and I signed papers indicating that all of the problems had been fixed. After purchasing the vehicle, I discovered that all of the problems had not been fixed and over the last 9 months have had my car in the service center getting repaired 8 different times. When I asked Sam Leman to let me get an even exchange, they told me that is not possible and offered me $31k for a trade in if I bought another vehicle from them. The current ****** **** **** value on my vehicle is $38k. They are looking to profit off of this situation and not interested at all in a fair resolution.

  Business Response

  Date: 09/06/2024

  Dear BBB,

  We appreciate the opportunity to respond to this complaint and are aware of the issues involved. As mentioned, this was a reacquired vehicle from ********** (Jeep). These units were repurchased from owners as a goodwill gesture or as required by specific state laws. These units are then repaired if needed and sold at closed dealer auctions. The next purchaser would be advised of the condition of the used vehicle and what was done if anything to recondition the vehicle. Multiple forms would disclose what a buyback is and those forms would be signed by the new owner. These units will have remaining factory warranty as well as a special extended coverage for reacquired vehicles.

  We did try to attempt to trade her out of the vehicle. Values are very subjective, markets trends change, and the vehicle was driven 10 months and had more miles. The offer was  consistent with what other vehicles are currently bringing at auction.

  The Jeep has warranty coverage and we will continue to resolve issues covered under the ********** warranty as well as work with them to address current and future concerns. We also advised her that she does have the option to reach out to the manufacturer to seek a resolution. We will assist her in providing service and sales records to them when needed. We also offered another suggestion that there are firms that help owners arbitrate existing concerns with a manufacturer's product. We provided some initial contacts for her to reach out to.

  Ultimately, the manufacturer would need to be involved and decide any options involving trade assistance or repurchase. They will remove the dealer from those negotiations.

  Sincerely,

  Sam Leman CJD Bloomington

• Initial Complaint

  Date:04/11/2024

  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.

  Sales and finance told me the 60K extended warranty I bought would stack on top of 60K powertrain warranty and end at 120K. A manufacturers defect (see link to class action lawsuit below) caused over $5,000 in engine repair and Sam Leman Morton wouldn't honor the warranty. ***** ******* told me he filed a claim with Dodge but when I called Dodge they said they could not find a record of the claim. ***** ******* initiated quid pro quo with me saying he would try to get some manufacturers coverage of the repairs if I bought unrelated service packages off Sam Leman. *********************************************************************************************************************************

  Customer Answer

  Date: 04/12/2024

  My complaint has not been to court.  There is a class action lawsuit for the same defect but I'm not clear if that has been to court.  I am not a part of that lawsuit at this time.

  Business Response

  Date: 04/22/2024

  Dear BBB,

  Mr. ****** purchased the extended service contract many year's ago. A opposed to engaging in hearsay, we look to the contract that he signed. The warranty runs in conjunction and supplements the 60k powertrain coverage. It has an expiration date and mileage limitation that was crossed. As such no coverage was available.

  He purchased the vehicle used and it came with an oil contract.  The day it expired, he stopped visiting our service department and elected to take his service  business elsewhere. As a goodwill gesture, Chrysler approved 50%  if he would purchase an oil contract  and become a service customer with Chrysler. He refused and became rude. Due to his decision to take his vehicle elsewhere that goodwill was declined.

  Quid pro quo is legally irrelevant. Give and take is common when negotiating business decisions. We have attached the entire text conversation between ***** and Mr. ****** as he elected to only share a snippet. His comments regarding our company discounting the service repair as a good will offer tied to his decision to purchase a future vehicle for his wife or not to do do is a prime example.

  The "class action lawsuit" mentioned is currently an internet advertising tactic.  The case has not been filed or heard, so at this time no coverage from Chrysler exists. It may or may not gain traction, but he is free to join the suit. That class action will be between the manufacturer and purchasers. We will not be involved.

  Sincerely,

  Sam Leman Morton

   

   

  Customer Answer

  Date: 04/22/2024

   I am rejecting this response because: Sam Lemon lied when they stated Chrysler would offer a 50% discount if I agreed to an oil change contract.  They NEVER offered anything off and stated Chrysler denied ang discount.  I told Sam Leman I was open to a new oil contract if given the details.  I will provide all emails between Sam Leman and I.  I was never rude in any of the emails. Where in their paperwork does it state what mileage the extended warranty ended at.  They haven't provided anything on paper that refutes my claim.  They are just peddling here say and lies.
  
  
  

  Business Response

  Date: 04/23/2024

  Dear BBB,

  Just for clarification. 
  Chrysler has no former record of a claim or a case number as it was determined that warranties had expired. Chrysler has no obligations to cover service needs outside of the warranty.
  Our service director was in discussion with our Chrysler Service Representatives on Mr. ******** behalf to extend a goodwill offer of 50% coverage. The 50% was our hopeful outcome based on the circumstances involving overall service loyalty and customer interactions.

  These discussions are not initiated as a claim. Just informal interaction with our manufacturer representatives to try to assist our customers.

  Chrysler wanted reassurance that any goodwill offer would be money well invested and would include some consideration on his part to purchase a service program and return to Chrysler dealerships for future service needs.
  During this process it was determined that any offer would not be one that Chrysler was anticipating, so any goodwill discussion was rescinded.
  Mr. ****** does have the option to join the class action suit in the hope it may develop into a source to recover money if a settlement is eventually reached.
  

  Customer Answer

  Date: 04/23/2024

   I am rejecting this response because: Sam Leman's initial email stated they offered me a 50% discount.  That was false and now to cover their tracks (after I attached the full email string) they are claiming they rescinded the offer.  If you read the email string I said I was open to buying an oil change contract if provided the terms of agreement and Sam Leman said Chrysler denied the claim.  It's also ludicrous to think buying a $200 oil change contract would be the settling factor in them discounting 50% or about $2500 of repairs.  If Sam Leman wants to take $200 from me to discount $2500 I'd agree to that, but I will never let their facility touch my van again because of the distrust formed from their lies and deception.

  I personally filed a claim with Chrysler and they said they have no record of Sam Leman filing a claim or contacting them.  

  Sam Leman has failed to provide any paperwork showing my extended warranty overlapped the original powertrain warranty or any paperwork that stated what mileage the extended warranty started and stopped at.  They assured me when I bought the car it stacked on top (not overlapped) the powertrain warranty and ends at 120,000 miles.  The fact that they lied about offering me a 50% discount is consistent with their lies about the warranty.

  Nowhere in that email string I attahced was I rude or did I turn down an oil change contract.  Sam Leman took an after service survey via text and tried to present it as the communication or negotiation before service.  More lies and deception.

  Now that the car has been serviced it is NOT performing like it did before the manufacturers defect catastrophic failure.  It doesn't accelerate like it did and I hear a slight knocking noise.  I believe this is the result of poor workmanship and do not have any faith or trust in taking my car back to Sam Leman to fix the poor workmanship.

   

  
  

• Initial Complaint

  Date:03/27/2024

  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.

  Purchased a 2015 Buick Lacrosse from Sam Leman Chrysler Jeep Dodge in Bloomington, IL on March 19th. I told them the vehicle needed 2 new tires and was unsafe to drive off the lot. They replaced the tires I was able to drive it off the lot March 20th. I was informed the vehicle had an inspection done and no issues were found. I asked twice for the inspection report and they were unable to provide one. March 27th I took it to my mechanic for a pre purchase inspection and was informed the water pump is leaking, and the transmission cooler line is leaking and both needs replaced. The timing chain assembly is involved in repair and total cost upwards of $3000. I went to the dealership and spoke with the general sales manager **** ***** and told him what the inspection found. Once I told him where I had the pre purchase inspection done, he stated “they upsell and trash vehicles. That’s how they make their money.” We have seen this same mechanic for 20 years and never once had an issue. When I explained the vehicle is still under Illinois warranty, he refused to take the inspection from the other mechanic and wanted their service team, who already missed it once, to inspect it again. I stated it is under warranty and I expect the warranty to be honored as the issues are covered until 15 days. He scheduled the service for day 14 and stated once it’s tagged on day 14 it will still be covered. The general sales manager **** was evasive and dismissive of the inspection. If they do not honor the warranty, the vehicle will not be safe without these repairs. I will not only be out the $13,000 for the car but also the roughly $3400 for repairs to make it safe for my infant son and myself. Either they honor the warranty and do the necessary repairs or they can back me out of the deal and return my down payment.

  Customer Answer

  Date: 03/28/2024

  Sam Leman is resolving the issue at this time and I dealt with ****** and she has been amazing and reassuring the repairs will happen.

• Initial Complaint

  Date:03/04/2024

  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.

  Wednesday 2/28 during used auto purchase I was promised a voucher for tires of a different style as a portion of my agreeing to the rest of the terms for the purchase. Then without telling me, they decided to discount the MSRP instead, close to bait and switch, had I been given the choice at the time, I would have most likely paid the full MSRP and taken the voucher. See attachment for full details

  Customer Answer

  Date: 03/06/2024

  You can change resolution to honor original agreement 

  Business Response

  Date: 03/08/2024

  Dear BBB,

  We appreciate bring this mater to our attention. There was a miscommunication between the salesperson and **** during the delivery process. We had the option to either discount the vehicle another $500 or issue a check to **** to help on different tires through an outside vendor. We delivered the vehicle using the additional $500 discount. Once we learned that **** had a desire to take a check instead of the discount, we offered to redo the paperwork by removing the discount and issuing a check. The finale decision was to leave the deal as it was originally signed with a $500 discount and no check for the tires. 

  This was agreed and signed by **** and the sales manager.

  Thanks

  *** ***** ***/Bloomington

  Customer Answer

  Date: 03/08/2024

   I am rejecting this response because:
  The sales manger NEVER once gave me that option BEFORE the deal was signed.  It was then offered to me to restructure the deal, but why would I want to do that when the miscommunication was NOT on my part.  
  
  

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the Chrysler Jeep website to schedule a service appointment for an AC issue with my vehicle, a 2019 Jeep Grand Cherokee. I purchased the vehicle at another Chrysler dealership with an extended warranty, but have always had it serviced at Sam Leman Chrysler Jeep Bloomington. On 9/13/2023, I took the vehicle for my scheduled appointment at 8:00am, which they could not find. I gave the service advisor my information again, and she advised that there may be a diagnosis charge. I told her about my extended warranty, and she advised that it wouldn't cover if the freon needed refill or wear/tear items. I understood. At 2:30pm, I had not heard from the dealer, so I called back and left a message. My service advisor called at 3:00pm and advised that they found the issue and they do not accept my extended warranty. I asked why, as I purchased it from a dealer. She said "well not this dealer," and that the warranties they sell are "better." In order to get my vehicle back, I needed to pay $197 in labor. I paid the $197 in full so I could get my vehicle and go home (I live out of town). When I returned home, I called the Chrysler dealership I purchased the vehicle from, and they stated that the warranty I purchased is the same company used by Chrysler Jeep and it should be accepted at any of their dealerships. At 4:15pm, my husband called Sam Leman Bloomington and talked to the service advisor, then the manager. He asked which warranties they do accept, and they listed several companies. Ours is on the list: ********** ******** ********* ***. He asked again why our warranty would not be accepted, and the manager said that "it isn't the right plan." We have the platinum coverage, which is the highest plan they offer. The manager also explained that they did not contact the warranty company to verify coverage and that they will not do so. I am due $197, which should be reimbursed by my warranty that they do accept but refuse to honor.

  Business Response

  Date: 09/14/2023

  Dear BBB,

  For convenience, we have attached our extended service contract policy. Unfortunately due to some historical issues we have had with compensation from independent companies outside of our network, we have to protect our liability on claim recovery. There are options available to service customers listed in this policy. Some would include paying for the work directly and then submitting the claim for reimbursement. Some companies would have a credit card available for their warranty clients to cover the bill. Lastly as alluded to in the complaint, a customer can leave their vehicle until we have secured the payment from the warranty company.  While every company stands on its own, the process is normally fairly quick ,but we do caution that some warranty companies do have excessive timelines that we feel they should be aware of. 

  Just a few clarifications:

  The delay in responding on the service need was partially while waiting for our customer to inform us which warranty company they had coverage with. The warranty they purchased from their dealer is not a Chrysler product. It is an independent company that would be subject to approval and acceptance at our dealership and most repair facilities.  Lastly the warranty is not on our approved list as stated in the complaint. As such, it would be subject to the provisions of our extended warranty policy.

   

   

  Customer Answer

  Date: 09/14/2023

   I am rejecting this response because:
  
  I confirmed with the dealer I purchased the vehicle from that this is the warranty sold by Chrysler that is to be accepted by any Chrysler dealership. Furthermore, I was also advised that Sam Leman “would be in trouble with Chrysler” if they knew of this business practice. I purchased an extended warranty in good faith, and I expect it to be honored by the dealership. The historical issues alluded to in the company response are not the responsibility of the consumer, and I should not bear the cost of their unwillingness to handle the warranty process.

  Business Response

  Date: 09/19/2023

  Dear BBB,

  Based upon the information regarding the warranty company that the customer supplied to us, their warranty is not on our approved list. It is also not a Chrysler Extended Service Contract. If they supplied the incorrect company and their warranty company is on our approved list, we would reconsider the situation. We supplied our policy and only the warranty companies listed would be included in the approval. Another dealership and ********** (Chrysler) do not control our policy. We are an independent dealer and it is not in their authority or power to dictate our policies.

  We also provided other options to the BBB and the customer that would allow us to do warranty work with their company. If those options are not convenient or workable, we understand that they have the option of returning to their selling dealership for their service needs. 

  Sincerely,

  Sam Leman Automotive Group

  Customer Answer

  Date: 09/20/2023

   I am rejecting this response because:
  
  I did not receive an attached extended warranty policy as stated in the company response. If BBB has the attachment available, please provide.

  The "other options" stated in the company response are not workable as my warranty (The Mechanic service repair contract now known as ******** ******* ****) does not offer reimbursement. It states that all repairs are covered by taking my vehicle to the dealer, who will then communicate with ********.

  It is clear that Sam Leman Bloomington is not interested in saving my business by refunding $197. This is disappointing since I have been a long-term customer, purchasing 5 vehicles from them over the past 20 years. I will take my vehicle and my future business to ******* Chrysler Jeep. I have also filed a complaint with the Chrysler Corporation about this issue and will next be filing a complaint with the Illinois Attorney General.

• Initial Complaint

  Date:07/13/2023

  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.

  see Attached document

  Purchased the vehicle in 2022, vehicle has had issues since the time of purchase and has been taken into dealership several times including the day after purchase. Dealership unwilling to work with me on return or trade - despite telling me they would help me.

  Business Response

  Date: 08/10/2023

  Dear BBB,

  We appreciate the opportunity to respond to this complaint. We are are aware of the concerns Ms. ****** has had and did assist her on some of those issues. It should be noted that this is an 8 year old vehicle with over 114,000 miles. It is inherit that some issues may arise that would need to be repaired. We will continue to try to address her future concerns and a service contract is in place to hopefully give some additional peace of mind. We did attempt to trade her into a different vehicle, but understand that both parties need to come to a mutual agreement. That may simply come down to the right vehicle that will fulfill her needs and budget. There was a trade on the original deal that had a substantial payoff. This does complicate the option to trade, but we will continue to discuss options if she is interested. We do not have a return policy.

  Respectfully,

  Sam Leman CJD Peoria

  Customer Answer

  Date: 08/11/2023

   I am rejecting this response because:
  I'm not understanding. What they are saying. We did not do a trade in.. They said I couldn't do It.. Due to the amount of money left on it.. From the day I test Drove.. The same noise.. And different problems every other day.. I was there at the shop.. And still bringing it in..
  
  

  Business Response

  Date: 08/16/2023

  Dear BBB,

  Sorry for any confusion as it relates to the trade. It is difficult to find another vehicle that might work due to the trade inequity on the original purchase. Please refer to the purchase order that was supplied in the original complaint. The trade allowance was 17000. There was a payoff of 19704. The inequity was carried into the new loan. The current payoff on the 2015 Yukon in relation to the vehicles value is causing the dilemma in trading the customer out of the vehicle.

  As stated in our last response, we have assisted in some of the mechanical concerns and an extended service plan was in place to hopefully assist on current and future issues.

  Sam Leman CJD Peoria

  Customer Answer

  Date: 08/17/2023

   I am rejecting this response because:
  The problem that I'm having is the same problem. That was there when I purchase the vehicle... I just want that noise fixed.. It's a loud noise.. That's been there from day one..
  
  

• Initial Complaint

  Date:07/07/2023

  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.

  see Attached document

  I went to this dealership to try to find a truck they had a 2017 Ram I signed papers on Friday 6-24-23. The truck was dirty and had to be cleaned. I picked the truck up on Monday 6-26-23 this truck had problem right away. I returned the truck Tuesday 6-27-23 myself and the salesman asked the finance employee for the paper work. He refused to present any. I there fore do not know hoe much this truck costs. I feel this is fraud. 

  Business Response

  Date: 07/26/2023

  Dear BBB,
  Mr. **** did make a purchase from our dealership and signed the necessary paperwork to take ownership of the vehicle in question. He returned the following day after delivery with his brother with some issues. Apparently there was a vehicle alarm issue that may be related to user error. We offered to help resolve that, but unfortunately they became combative, verbally unprofessional, and obnoxious. We made it very clear to him that he owned the vehicle and we do not have a return policy. He then stated he was leaving the truck at our store and going to the lienholder to talk to them. We informed him that as the legal owner of the vehicle, he would need to talk to ***** in order to resolve his desire to return the truck. We no longer had a vested interest in the truck. He did not request copies of the paperwork, but was given an electronic file (USB Stick) at delivery that would include anything he may have signed.
  As stated, we had offered to try to assist in some fashion to resolve the issues he was experiencing, but expect that to be done in a professional manner.

  Sam Leman Morton

   

   

  Customer Answer

  Date: 08/08/2023

   I am rejecting this response because:
  ***** **** called into the BBB at 10:26 am to let BBB know that he is rejecting the response from the dealership. Mr. **** states that most of the response from the dealership is untrue. Mr. **** states that he never received any paperwork, although it was requested by you as well as the salesman, and Mr. ****** brother. Mr. **** did not receive a USB drive at all, let alone one with the files on it. Mr. **** states he left the dealership with only the keys to the vehicle and nothing else.  

   

  --8/8/23 ****