Complaints

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:10/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On September 20th, I traded in my 2018 ****** Pathfinder for a 2023 **** Bronco Sport at ********** in *******, **. While I was happy with the price and trade-in value, a red flag emerged when they refused to offer the same trade-in value toward any other vehicle. My wife purchased the Bronco, and after driving it home, the next morning, every warning light on the car turned oncooling issues, service advance trac, parking brake faults, drivetrain faults, and more. The car wouldnt start.After several failed attempts to start it, one morning it did turn on, but as my wife drove it, she lost steering in an intersection, and all the warning lights reappeared. The car also shut off while she was driving home. ********** told us these were software issues covered under warranty and to bring the car back in. Skeptical, I visited two Chicago dealerships, who both said these issues would take weeks to resolve, if fixable at all. Eventually, I brought the car to get serviced at ******** in *******, where it has now been sitting for 12 days with no resolution.Additionally, ********** attempted to pay off the remainder of our ****** Pathfinder loan on September 24th the check failed, and was returned on the 2th of september. ***** never told us this issue happened and failed to repay the bank. As a result, *************** charged us for the Pathfinder again. ********** has failed to follow up despite repeated promises to resolve this. they promised every day for the last week theyd call us back, but failed to do so.Upon checking the service history, I discovered that the ****** had been brought to Metro **** 8 times for vague issues, all stating "scheduled maintenance"5 of these within ****** miles, none of this was disclosed to us. *********** provided notes on the repairs i requested do not align with ***** service history. I believe ********** knowingly sold us a defective, unsafe vehicle, and I am requesting that they buy back the car.

• Initial Complaint

  Date:06/18/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  On February 5th, 2024 I purchased Genesis **** from Napleton's ************** located at ***********************************. At the time of the vehicle purchase I worked with finance manager *********************. I had purchased a tire and wheel proection plan at a price of $1,553.00 and a service contract plan at a price of $5,500 both totaling a combined $7,053. Upon finalizing the purchase, I had made the decision that I wanted to cancel both plans. I was told that I must wait at least 7 days because they cannot process the cancelation due to system limitations during this time, but it won't be a problem because they will put the date of purchase as the cancellation date so it won't cost me anything. I physically visited the dealer a week later to process the cancellation and was told that due to system limitations ********************* must be the one to process the cancellation and he was currently out of office. I then had to visit the dealership again the next day to meet with *********************. He assured me everything was fine and that he will process the cancellation no problem and as previously told, they were going to process the cancellation the same date of the vehicle purchase as that was my original cancellation request. An attached document shows the cancellation request form showing both the service contract and tire and wheel protection plan with the date of the vehicle purchase as well as mine and *********************** signature. He told me everything would be processed no problem and he will take it from there. Unfortunately, it is now 4.5 months later and ***** has continued to fail to process the cancellation. I have attached a screenshot of text messages between ***** and myself showing yet again in early May that the cancellation was being processed. I asked again for an update June 14th and have received no response. In addition to the cancellation refund, I have also been paying interest at 8.69% for all these months on the amount that should have been refunded.

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2010 ****** Outback, with a warranty on the engine and transmission, from a local dealership. Less than 2 weeks in the car had issues and I took it into the dealership. They said the catalytic converter needed to be replaced. They quoted us for a repair but suggested I take it elsewhere for a cheaper quote. When I took it elsewhere, they noted the car was extremely low on oil without evidence of a leak, suggesting it is burning oil. I took the car to dealership, they said the repairs wouldnt be under warranty and to contact ******. ****** said the fix would be engine replacement. The dealership is saying the engine replacement would not be covered. Do I have any legal ground for having the replacement/repairs be covered?

• Initial Complaint

  Date:11/21/2023

  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.

  The date I bought the truck was 24 October and I gave them **** cash before I gave him the money he promised that the truck would be *********** and that I would have a problem with it but I have been putting money in to it seen I have had it. It's been having a antifreeze leak it also have electrical problems wrong with it and it has a recall that he said that the **** dealer would fix and they wont fix an it also have back end problems that I tried to fix it and it can't be fixed and the dealership that sold it to me name is Illinois's vehicles Auto sales and the address is ********************************************** Illinois ***** and yes i went three time to get the problem solved the i didn't get it resolved they only work on the first time I went to get it and it still wasn't fix so I ask for a refund so I'm reaching out for help please I'm disabled and don't have money for a other vehicle please contact me back

  Business Response

  Date: 11/30/2023

  This is the response from Illinois Vehicles. **************** called and started to tell me she had an issue after she had the vehicle for nearly a month. I was trying to get information from her when she stated she could not bring the car back to *******. I was telling her let me see what I can do although the vehicle is Sold AS-IS. Another lady came on to the phone and started yelling at me derogatory words and said if you don't help her we are going to take you to court. I said ma'am I can not speak to you because you are not the legal owner. She kept yelling and I disconnected the telephone line.  

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20895333
  
  I am rejecting this response because:************************* reported via email
  
  To whom it may concern I'm not satisfied with the Illinois vehicles auto sales because as I said before in my first report I went to them two and they didn't fix and thing it was leaking before I bought it and he said he was going to fix it and it still leaking antifreeze he also told me it had a recall that I could take it to the dealer ship to get it fix and they won't fix it he also laid about the miles on they did something to the dashboard so no I'm not satisfied with that so I would like to keep going with my case because the truck can not make it back do to it's leaking antifreeze
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/14/2023

  Hello. Although All Cars are Sold As-Is. We do offer all customers a outside warranty company. Of which **************** declined. If **************** brings in the vehicle with her own tow company, we will look at the leak and see what we can do. **************** must be responsible for transportation to the dealership. This is what I had planned to tell **************** when someone picked up the phone and started to swear and become belligerent. Thank you in Advance

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20895333
  
  I am rejecting this response because:
  I can't get it back to ******* because of the antifreeze leak if I can take it to a dealership closer to me and he pay for them to fix it then I'll be fine with it

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

  Business Response

  Date: 12/29/2023

  We said although the car is sold AS-IS we would look at the car. Like I stated before the car must come or be brought to our location. This is all we can do for *************************** 

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Ive paid them $5,550. $5,000 was a down payment and the rest in car notes. I purchased the car September 29th , 2022. They changed the oil the same day I bought it. One week and a half later on October 11, 2022 the car read *** services stop vehicle and I noticed all the oil coming out on to the ground. I brung the car the same day and they told me come the following day which I did. Their mechanic said it was an oil leak but ONLY Changed the oil pan not fixing the leak. 2 1/2 weeks later car was saying low on oil. I put oil in the car and 2 1/2 weeks later the car stops as Im driving and shut outs. I called the car lot and brought them the car (Towed). They said the car needs a new motor because the oil leaked onto it. Instead of properly fixing the leak in the oil gauge and only changing the oil pan, it caused the oil to leak onto the motor and the engine of my car. They are refusing to fix or offer a solution other than me paying half for their mistake and saying I hit a curb causing the oil leak. The car is in the SAME EXACT Condition as I bought it from inside to out. Theyve never giving me and car fax on the car so if the car was in an accident before I had it, I was never informed. I filed an arbitration and my lawyer is in full contact and we will be pursuing the matter full force if no agreement is met.

  Business Response

  Date: 12/16/2022

   

  Please see attached*

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18540533
  
  I am rejecting this response because:
  No you never tried they stopped answering phone calls and took the car without my signature. In YOUR PAPERWORK It States The vehicle had to be DEFECT FREE For 15 Days . I brought it back to you 11 DAYS AFTER I PURCHASED The car and you FAILED To fix the CORRECT problem. I have ALL MY DATED UBER TRIPS AND I ALSO RECORDED EVERY CONVERSATION IVE HAD WITH YOU. Since we couldnt resolve this see you in arbitration. I have ALL My evidence and you should be hearing from the arbitration soon. I have MULTIPLE People that will testify and MORE Reviews on this establishment I will be presenting. My end goal is to have this company seize the sell of the defective cars and I will not stop until its fulfilled. See you on the over side!
  Sincerely,
  
  Sierra Jeters