ComplaintsforLux Cars Chicago, Inc.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Auto dealer will not provide promised warranty service.Will not respond to my emails or phone calls.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I spoke with a Salesman named ****.. For a few days went back n forth and agreed on a price. **** then told me that his boss said the car has straight pipes.. I asked to inspect to see if it had catalytic converters. He initially said yes, then upon inspection said well I'm not entirely sure heres some pics you decide.. Even though they knew 100% it did not.. I told him it did not have them. We agreed on a lower price to offset me having to purchase the catalytic converters. I told **** i need to know if we are doing this deal as the seller of the catalytic converters said he will remove and sell but needs to be on the spot.. No one else has these.. So essentially i would not be able to smog the car without the cats.. **** the sales person agreed on the price and text me (i have the evidence) that he agreed and we were doing the deal monday. I purchase the catalytic converters which at this point are non refundable as they had to be removed from a vehicle. Come monday **** is ignoring all phone calls and texts. Refuses to respond to me. I call and request a manager, at which time they say we are not selling the car to you, sorry you purchased the items and get lost. Absolute shady outfit, Lie after Lie and now I am stuck with parts for THEIR vehicle.. Would like to be reimbursed the $850 for the parts.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a 2016 Porsche Panamera last August which has had multiple issues. First, it had a fault that came on about a month after I got it. This was fixed by myself and was a miss fire needing new ignition coils ($250.) Recently, in the last two weeks, the car had a suspension fault. I took it to Lux Cars Chicago, and the service guy refused to look at it and said the warranty company would not cover the work. I called the warranty company, and they put in a claim. I took it to Top Notch Automotive for a diagnosis. After diagnosis, it was a strut that the warranty company covered. I also have an ongoing spoiler fault that Lux Cars Chicago sales guys said they would take care of. The service guy refused to look at it and refused to fix it. Top Notch has once again diagnosed it, and the rear spoiler motor has failed and needs to be replaced. The warranty company does not cover this, and I think the service guy knew that the spoiler was broken, and they had no intention of fixing it. I have received a quote from Top Notch at $2,527.56 to make the repairs. I do not wish for Lux Cars Chicago to repair this, but instead, I would like them to pay for such repairs. I have been giving the cold shoulder and ignored the request to fix the car.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I purchase a vehicle from Lux Cars Chicago *** in late April 2023 for the amount of $20,213, which I traded in a vehicle and was giving $2000 off of the total purchase price. The rest was financed through ************ A week after owning the vehicle the engine light came on, long story short the car company gave me the run around even though I paid $1800 for a ***** care plan. All they did was turn the engine light off and it continued to come on, so I really didn't want to go to the hassle with them anymore.Now late July I'm still driving with the engine light still on but now the Secretary of State has sent me a letter stating they cannot issue a title on the vehicle because it is a Salvaged Title. I didn't know what that meant so I contacted the ** Secretary of State and the representative explained to me that the car cannot be registered or is not even supposed to be driven in the State of **. From there I contacted the dealership for assistance they told me that the Secretary of State was wrong and that they will fix it. Unfortunately, I didn't hear back from them and contacted them a week later they were very rude and unhelpful and basically told me it was my problem and that they weren't going to assist me anymore. I tried to get guidance from a lawyer, and they state since I signed an Arbitration Agreement the case will be hard to win. I contacted *********** and they too were not helpful and still wanted monthly payments. The car than was stolen September 2, 2023, and I filed a claim with my insurance company, which they have a check ready to provide the finance company but cannot release it without the title. The car was found by the City of Chicago police and has been in the pound since early October and is collecting fees under my name because a title cannot be produced. I am the loser in this situation the debt is still in my name, *********** still wants payment, the dealership go over like a fat rat, and I'm in debt with no car.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car was offered as NO PROBLEMS NO STORIES was a complete lie!!! come to find out the car had several problems 1. The car tires were damaged 2. The sunroof was damaged 3. The front bumper was damaged have pictures of everything 4. The steering wheel had damages also (got pictures) 5. The steering wheel was shaking nonstop( was told it was the wheel alignment) but it was wasnt ) 6. Both rear wheels are bent like an egg shape and all 4 tires needs rebalancing and both rear wheel rotors need resurfacing and both rear wheel brakes are gone( had the car inspected by ***** dealership and got a report stating all the issues) 7. I tryed to return the car a few days later after I found out about the issues and was told by ****** that I couldnt return the car for a refund( I have proof and pictures and email saying I couldnt return the car back by ****** 7. This place is a scam totally, I bought the car based on deceptive lies. They did not want to give me a refund or my money back! I was told by ****** that I couldnt return the car a few days later, Im ****** now Im going back and forth with these crooks trying to get them to fix all the issues correctly but Im getting the run around **** of America even put in their notes that I was returning the vehicle for a refund and Im thinking of filing a lawsuit with my Lawyers against this Lux cars Chicago and the owners

  

  Business response

  11/30/2023

  The customer had minor issues with the car which where cover under the factory warranty, also we replace two ties and fixed the two rims from the back that he said were bent. We went above and beyond for this customer from pick up his car and taking care of everything we fix everything that he asked for , so I am not sure what he is complaining about.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Lux Cars on July 21, 2023. It arrived via shipment on about July 26, 2023. I had it inspected by *** inspector prior to shipment. It passed. Two days after its arrival the coolant light went on. Took vehicle to repair shop, $2700.00 to fix. I paid it. Lux paid me $1,200.00. Got the vehicle back about ten days later. The next day, the engine light goes off. I take the vehicle back to repair shop after they run exhaustive tests and I am told it suffers from catastrophic engine failure. The documents can all be produced upon request. The engine is done. It will cost approximately $35,000.00 to replace the engine. I have requested *** take the vehicle back and I have provided Lux with all paperwork. Lux will not respond.

  

  Business response

  09/16/2023

  So ************** bought this 2011 Land Rover with ****** miles as is and shown. He also had the car inspected by a company called ***** Squad before he decided to buy our car. A little time later he contacted us that he was having problems with some coolant issues. Even tough we sold him the car as is no warranty we offered to help him with ******* . ************** signed a release form which i have included for you guys to see. We have helped ************** above and beyond. Also he sent us a demand letter so we have our attorney involved right now

  Customer response

  09/18/2023

   
  Complaint: 20557515
  
  I am rejecting this response because:  Lux has gone above and beyond nothing. I used the inspection company THEY recommended.  The car did have high mileage. It did not come with a warranty.  I agreed to a "Full and Final Release" ("Release") for the damages regarding the coolant (which were substantially higher than the $1200) but I did think that was fair at the time for the coolant work ONLY.  What happened after had nothing to do with the release or coolant- it is complete catastrophic engine failure making the car inoperable.  I interpreted the Release to only apply to the coolant damages, not everything else to come.  This is supported by the last sentence of paragraph 1, that limits the Release to the date of August 18, 2023.  No sale occurred in August.  I have no idea what that day means other than the Release being limited to the coolant situation.  The purported date of sale was July 21.  Regardless, none of the evidence nor documents provided by *** account nor address the clear fraud perpetrated by salesman and company.  You do not have major coolant damage and catastrophic engine failure after 30 miles and within 30 days of having the vehicle unless the dealer or someone there knew about it.  What THEIR Lemon inspector knew or is paid to know- I cannot account for other than to day they need to use another independent inspection company.  *** says it has gone "above and beyond" helping me.  The business sold a vehicle that is gorgeous on the outside and worthless under the hood. It's a total scam. Please help.  Thank you.
  
  Sincerely,
  
  *****************

  

  Business response

  09/29/2023

  So like i said before ************** served us with a demand letter so our attorney is handeling this right now

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck in for new brake pads and rotary in February 2023. Everything was supposed to be new. I paid $1,188.00 total. Maybe about 3 weeks later I started to hear this loud squeaky noise that happens when I put my foot on brakes. I called and the service ************* said "oh it supposed to sound like that" so I drove it a few more times and called back and stated that I was bringing it in because it doesn't supposed to sound like this. When I arrive they checked it said" that it certainly was a problem and they need to order a piece and it would take about a week to come in. I said fine. So they fixed the problem,I thought. About a 2 or 3 weeks later it started squeaking again and I called. I spoke with the manager and it stated he would call me back with information. I have yet to hear anything from that company. I've left several messages and voicemails. No response. I couldn't drive to the dealership because I started a new job and was on probation. Now my truck sounds terrible and I'm in a rental. I don't have the funds right now to pay for my brakes or whatever the problem is. I just want my money back!

  

  Business response

  09/16/2023

  We have done nothing but help ***************. After she said her brakes were not right we had her come back and fixed the issue. The brakes that we put on her car work very proper

  Customer response

  09/18/2023

   
  Complaint: 20502701
  
  I am rejecting this response because: Yes they fixed the brakes the first time but the same issue happened again. I called them several of times and left plenty of messages and no response. I would like half of my money back that I paid for my brakes and rotors. This is unacceptable and the manager should be ashamed of the lies that he tells. 
  
  Sincerely, ****************************
  
  ***************************

  

  Business response

  09/29/2023

  Please allow me a few days to talk to ownership and see what we can do

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  March 13, 2023 I contacted this company about a car they were advertising. After several phone calls said I was interested in seeing the car. I live in ************** and would have to fly up so I could see the car. The car has a branded title so I wanted to inspect the car before I bought it. I sent a deposit of $1,000.00 to hold the car. I did not want to make flight arrangements only to find out the car had been sold. The salesman "****" told me that if I didn't like the car my deposit would be returned.I flew from *********** to ************, and when I landed found out that my wife had been in a car accident. I immediately flew back to Augusta to take care of that situation. I called the salesman while I was in ********* waiting for a flight back home. The next day Mar 17th I told him I would not be buying the car as we now needed a car for my wife.He told me I would have to call the office to get my deposit back.When I did that I was told that it would not be refunded, but I could use that money on another car. I told ***** that I was only interested in that special car and that I was not going to fly over 500 miles just to get a used SUV. The car at that time had been on their lot for sale for over 6 months. ***** said that since I had held the car for 4 days he would not give me my money back.The sales contract makes no mention of a non-refundable deposit. Nor did the salesperson ever mention that I would not get my money back

  

  Business response

  04/20/2023

  We contacted the customer and we are sending him a check for the ******* resolving this complaint. It was just a miss understanding 

  Customer response

  04/27/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Was told the $1000 hold transaction done on 02/15/2023 was refundable, but company will not refund.**** accept a full refund.

  

  Business response

  03/17/2023

  Hello, my name is ******************************* and i am the general manager here at Lux Cars Chicago. I am writing that we resolved this complaint and refunded the customer the *******. I am sending you proof as well

  Customer response

  03/17/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I initially went into the dealership I found a vehicle I liked I began the process of purchasing the vehicle. I expressed to the salesman very clearly that I would like to purchase the extended warranty, due to previous problem I experienced with another dealership regarding extended warranty, I wanted the extended warranty added on to this vehicle. Salesman assured me that extended warranty was indeed added that would cover any issues with the engine or transmission. Once the process had finished once again we asked for reassurance the extended warranty is included, again we were assured by both the salesman and finance that it was included. within 2 months of purchasing the vehicle the fuel pump went out, we contacted our salesman, he said I will make sure it gets taken care of, when I got a call back from the salesman, he mentioned you do not have extended warranty for that kind of repair. It was denied. However this was never disclosed to me the day of purchase or even after. I spent almost $1,000.00 to fix this repair they offered me $200.00 and a contract stating they are not at fault for anything and I am barred from speaking negatively about the business. This is included under uploads of documents. They have since not return my calls and refuse to cancel the gap insurance for me that I have been requesting. I want this taken care of with the help of the bureau because under some reviews for this business this warranty issue has happened quite a few times.

  

  Business response

  02/14/2023

  Hello, my name is ******************************* and i am the general manager at Lux Cars Chicago. I have included forms signed by Mr. ************** that clearly shows that there was no extended warranty on the bill of sale, and forms that shows the warranty that came with the car which is a 3 months or **** miles powertrain which covers engine or transmission and a 15 days or 500 miles powertrain warranty provided by the state. Now to be clear we offer extended warranties on all of our cars at the time of sale. In this case the customer is financing the car so we presented 3 payment options . One with a warranty and gap ins, one with just a warranty and one with just gap insurance. In this case Mr. ************** picked the one with just gap insurance because it was at the payment he wanted to be at. Also with the warranty he got from us a water pump is not covered as a water pump could go out at any time, however we offered to help out even tough we didnt have too. As far as Mr. ************** asking to cancel the gap insurance is the first time we hear about that. Mr. ************** would have to call or email a request to cancel the gap insurance so we can process it to the gap insurance company. The refund will go to *********** auto finance as they financed the gap insurance for him.

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