ComplaintsforGlenview Luxury Imports, LLC

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I PICKED OUT A USED *** FROM GLENVIEW LUXURY IMPORTS BUT THE ***** NEEDED TO BE REPLACED BEFORE I COULD BUY THE ***** THE *** LOT ORDERED TWO NEW FRONT ***** .AT THE **** I DID'NT KNOW THEY ORDERED THE WRONG SIZE ***** . I WAS HAVING SOME PROBLEMS WITH TRACTION CONTROL . SO I WENT TO A MECHANIC AND HE TOLD ME THE ***** ARE THE WRONG ***** THEY R NOT THE RIGHT SIZE . THAT IT IS DANGEROUS TO DRIVE THIS *** WITH SMALLER ***** AND IT CAN ALSO DO DAMAGE TO THE TRANSMISSION SO I CONTACTED GLENVIEW LUXURY IMPORTS WHERE I PURCHASED THE ***. THE SERVICE DEPARTMENT ADMITTED THEY PURCHASED THE WRONG ***** .I LEFT MANY MESSAGES WITH ****** THE GENERAL MANAGER AND HE NEVER RETURNED MY CALLS THIS HAS BEEN GOING ON FOR 3 MONTHS. THE SERVICE DEPARTMENT KEEPS TELLING ME TO TALK TO ****** BUT HE REFUSES TO ANSWER MY CALLS .I WANT THEM TO REPLACE THE ***** WITH THE RIGHT SIZE ***** FOR MY ***** BRAND NEW ONES LIKE THE SERVICE DEPARTMENT SAID

  

  Business response

  12/27/2023

  Customer purchased the car with correct tires.  A wrong tire size would not fit on the rim at all.  Per inspection policy the car is safe and ok to drive.  I did reach out to the client a few times to let them know I oredred a different set of tires for them and have not heard back.  The tire set is sitting at our service departament and are ready for pick up.  Also, this person is a previous employee of ours. 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our car in for service. The dealership diagnosed a problem with the timing chain in the upper motor. Our warranty company paid them $ ******** for the ************ they put the car back together they found out that the repair they made was not right and now told us we needed a whole new motor. Now the warranty company will not pay any more more money due to the fact that they put $ ******** into a motor that still does not run. GLENVIEW LUXURRY IMPORTS MIS DIAGNOSED THE PROBLEM IF THEY WOULD HAVE DIAGNOSED IT RIGHT THE FIRST TIME WE WOULD HAVE A RUNNING AND DRIVING VEHICLE. PLEASE HELP US OUT TO GET OUR CAR RUNNING.

  

  Business response

  10/20/2023

  Customers car was a tow in as non runner.  **************** sent an adjustor out to look at the car.  Approved work described above.  Once that work was completed another issue arose even though the warranty company adjustor looked at the issue.  Customers warranty told us his policy has a ****** *** and would not cover the other issue.  At this point customer who we provided the loaner to started to use profanities and said he will keep our car hostage.  He did in fact keep our car hostage.  He canceled the warranty claim so we never got paid for any of the $9000 work customer claims.  We called the police on him, he had a change of heart after the police contacted him and let him know he would be arrested and the claim was paid, customer returned our loaner, our claim just got paid, and he also took his car and picked it up, and drove it home.  This issue has been resolved.  Please close this case out.  I can provide copies of Repair orders if needed with his signatures of him picking up his car. 

  

  Business response

  10/23/2023

  Please see attached the R.O.

  To clarify once more.  This clients car was towed in.   It was not running.  The car or the warranty was not purchased from us.  We accommodated the client with providing a loaner to him ( we usually only give loaners to people who bought a car from us).  We called in to his warranty comany after the car was diagnosed.  His warranty company then sent out an independent inspector/ adjuster to look at the diagnosis, and approved the work.  We are not able to do the work without an approval from the warranty company because then the client would need to pay for it out of pocket.  Once his claims adjustor aproved the work, it was done.  We spent money on labor and parts.  The car was able to start and the issue at hand was fixed.  Following us fixing 1 issue, another arose.  We called the warranty company again, who already approved the work at hand but has not paid us after we did it.  They confirmed that they will pay us for the first issue.  When we advised them of the 2nd issue, his 3rd party warranty company stated that he has maxed out his policy already.  We then called the client to tell him we can diagnose the new issue but he would be responsible for the cost since his warranty wont cover it.  At that point the client chose to call his warranty company and stop payment on the initial work and labor we have completed.  He then shoed up here swearing and yelling profanities.  We told him we need our loaner car back if he does not want to proceed with the work and that we would call the police if he does not pay for the work we performed to get his car running.  He opposed until i contacted the Glenview Police departament.  They were going to arrest him for grand theft auto, and at that time the client complied.  He called his warranty company, told them to pay for the work we did to fix his car.  His car started since we repaired it, and he drove out of here.  We are not the ones who did anything wrong.  We had to get the police involved to get paid for the service we provided to the client.  

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a van from this location in December of 2022. I found an issue and reported that the engine light was on about 2 weeks later and I heard a loud noise when making turns. I took the van in and the light was taken off and was told that the van rotors might be getting rust from the snow so that will go away.. I then began a series of attempts to contact them by phone and by email with no response.. I have all records of emails trying to get this van services.. I eventually had to go into this location on the 16th of May and demanded that they provide me with the extended warranty so I could take the van to another location to be assessed. T I ended up having to spend $4653.00 and I am asking for a refund to cover the cost of these issues..I called the sales manager ***** and his customer service was based on blaming me the customer.. I asked for his email address to show him how hard it was to contact them and I told him that I was giving him the opputinity to rectify this issue.. I also got a new car fax report which was different from the one the showed me. It turns out the the van had 2 owners and was in 2 accidents.. They told me it only had one owner who wanted to trade it in. This location needs to be shut down with their bad business ethics. I want to be handled with the right level of customer service as I am a paying customer. This is wrong on all levels and I want this issue to be rectified. They lied to me about the ball joints being bad and told me it was the rotors which is a safety issue. I could have been in a accident so this lack of concern for my safety has to be considered as well.

  

  Business response

  06/05/2023

  This consumer is unfortunately not telling the full true story.  Here are documents which include the autocheck report which this consumer signed.  It states teh accident and how many owners.  2ndly there is a buyers guide included in which the customer acknowledges that the 2017 ******** with ***** miles was purchased "as is" due to the miles of this car.  The consumer did purchase an extended service contract which would be something that he has a copy of and is able to use and most dealerships.  None of his calls or communications went unanswered.  We did explain to this consumer that 6-7 months later and with the fact that he put an additional ****** miles on the car since the purchase there may be wear an tear items that might need to be replaced due to the fact that the car is getting used and driven.  Not liking the response that we would not pay for those wear and tear items ****** miles and 6 months later, this consumer was not happy and eluded to leaving bad reviews. Coincidentally we received 8 1 star reviews shortly after the conversation.  We did nothing wrong, as the car was delivered as an "as is" unit.  Customer signed all the documents including the autockeck/carfax hostory report which he claims was not shown to him . 

  Customer response

  06/06/2023

   
  Complaint: 20127837
  
  I am rejecting this response because:

  This dealership refuses to take responsibility and I had to spend $4600.00 to make this van safe.  I have emails showing that I tried contacting them , this bbb review is also prof that they are refusing to do the work . A good company would have called me in and took the opportunity to try to keep me as a customer and make me happy instead of telling the customer its the fault.

  The truth is that I was sold a bad vechile and I had to spend money and I contacted them multiple times and they refused to have this serviced.  I had to physically go in there and surprise the sales guy who could have just easily answered their phone . Now they actually have the time to reply to bbb complaints when they could have just done the right thing. 
  I will also now review the extended warranty I purchased and question it because I took this to another ******** dealer and none of the work performed to make this van safe was covered . Another layer I will peel off to show fraudulent behavior .

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

  

  Business response

  06/06/2023

  We can not be held responsible for repairs on a car after ****** miles as well as after months of purchase.  Not only that but this car was sold "as is" with nothing promised.  I have uploaded a copy of the buyers guide signed by the consumer acknowledging that there is no warranty on this car.  The consumer did however purchase an extended warranty.  We offered to have him bring the car here but he declined and took it to another dealer.  

  Customer response

  06/07/2023

   
  Complaint: 20127837
  
  I am rejecting this response because:I have been trying to get service on the van way before it got to 10K miles.. I was trying to get service on the van under 10 miles up to less than 500 miles.. ************ does not want to do service. They prefer to blame the customer as he continues to do now instead of taking responsibility and resolving the issue.. What kind of entitled company feels like they can just handle customers this way. I will also contact the ******** and if this does not work then my lawyer will get involved. We will fight this to the end!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car on May 21, 2022. It is now July 27. The titlework has yet to be received from Indiana bmv. I was informed today there will be a late penalty. My temporary plate expires on Aug 19. I just get the run around saying it was sent *** but they didn't show a tracking #. I have already made 2 payments on this vehicle and will have to either drive it with expired plates or just park it. This is the only vehicle I own.

  

  Business response

  07/29/2022

  The paperwork was turned in to a titling company that handles out of state purchase titling "vitu" they sent it in to the **************** and it was rejected for " one in the same" which means they wanted our dealership to prove that we are the same entity as aston martin lotus of glenview and glenview luxury imports.  We sent out a new one in the same and VITU again re sent in to the IN BMV on 7-28-22 for the seccond time.  Tracking info is 1z622v6w1391374045 which was given to the customer already previously.  

  Customer response

  07/29/2022

  They submitted the paperwork over 2 months after purchase. Indiana bmv informed me I had ************************************************************ pay a penalty. My temp plates also expire on the 19th of August. As of the 29th of July the state still has no record of receiving the paperwork

  

  Business response

  08/03/2022

  Please find attached the tracking info on the package sent to ******************** that contained his finalized documents.  Once again, this was in the hands of a 3rd party titling company called VITU who does out of state registrations and titling for us.  The tracking shows it was received by Mr.  ******** Monday Aug 1st. 

  Customer response

  08/04/2022

   
  Complaint: 17631427
  
  I am rejecting this response because: I have received a copy of my registration.  My plates were expired on the 28th of July. I spoke to the bmv and it could be another 21 business  days before I receive my registration and sticker
  
  Sincerely,
  
  *******************************

*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. ↩