ComplaintsforLoeber Motors, Inc.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Need Help to resolve this issue:My Mercedes slk300 2016 was misfiring and losing power and 'check engine light' was on. After checked on the scanner I found out the error code' P052E$07E8' (positive crankcase ventilation regulator valve performance). On 8/9/24, I took the car to Loeber motor lincolnwood, ** and informed them about this code. They performed the test and agreed with me and told me that the part is under warranty which they replaced in next four days and gave me the car back.The car ran good for few days, no check engine sign ever came back, but started same symptoms again. I took it second time on 8/22/24 to Loeber motors and now they're saying that the oil censor is malfunctioning and the oil is leaking, destroying the electrical wiring. they suggested if i fix the problem it"ll cost me seven thousand three hundred dollars ($7300).my concern is why they could not diagnosed it in the first place last week?

  

  Business response

  08/30/2024

  When the vehicle was brought in for the first visit, the Check Engine warning light was illuminated in the vehicle, but the technician did not note any drivability issue at that time. Due to this vehicles age, it is no longer covered under the ******************* Warranty. The customer noted error code was verified by the technician. and the repair for this code was covered by the vehicle manufacturer under a warranty extension for this specific failure. Upon the return visit, the customer described their complaint as the vehicle having the same symptom and the Service Advisor used the same wording on the repair order although the Check Engine warning light was NOT illuminated at that time as verified by the technician. During the second visit diagnosis, which was performed at no charge, an engine wiring harness was found to have engine oil intrusion causing the customers complaint. Neither the wiring harness nor the component allowing the oil intrusion into the harness were part of and/or disturbed during the initial repair and neither are they covered by any manufacturer warranty. Unfortunately, this is an unrelated,existing issue and due to the age of the vehicle, it is out of warranty.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 27th 2023 Loeber sold me a 997-561-021-01 $2,562.26 part and the part was installed by my mechanic E&J when the part failed Loeber tried to install a new unit 3 times and was unable to complete the repair they reimbursed me for only the labor but not the original coast of the part. They said they already spent enough on trying to do the repair and parts installed and lost enough money. The part was removed from the car by another shop and sent back to Loeber in hope they would refund or give me one more unit that can be installed by a different Porsche dealer that wound up doing the repair and charging me for that same repair part again. They also refused to send the other Porsche dealer the part back that the other dealer would have replaced under warranty. I have reached out to Loeber many times and also has the mechanic I used originally but Loeber stopped returning m calls.

  

  Business response

  03/15/2024

  Hello, our response with supporting documents is attached, thank you. 

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  car dropped off 11.15.2023 after it stalled on the road , 1 mile away from my home. the service center did not provide a loaner, after several days they contacted me and told me the engine was seized- replacement will cost $36600 plus tax, much more than the car is worth according to the service advisor ***********************. The car was modified less than a year after recall and started performing very poorly- including error codes, loosing oil, consuming 3 or 4 times more adblue fluid - after comparing my cars symptoms and problems with other comments on the internet, and consulting several master mechanics, it is clear that the modifications caused the engine to perform differently and break. Loeber Motors is requiring roughly $6000 to remove the engine and transmission to investigate if the warranty 48000miles or 18 months ( given due to the emission related modifications that have changed the cars performance drastically) - the service center denies that the engine has failed because of the emissions and has refused to explain several email requests that have asked for clarification on specific symptoms of the cars performance and parts that are related to the emissions and can impact the engine and its failure. the service center has deferred me back to the main ******** customer service who in return refers me back to the service - performance went from 33mpg on the highway to 23mpg -decreased from average 23mpg to less than 17mpg, adblue consumption was roughly quadrupled, oil leaks and oil consumption had also increased , all after the emission modifications were done, after which the car ***** much more fuel and adblue, which caused much higher engine temperature, which causes EGR valve, TURBO , electrical sensors, seals to wear out faster, and oil temperature increase to the point of oil burning or vaporizing- this can cause timing chain failure and crankshaft failure- one of which has happened with the car and ******** refuses to acknowledge and repair

  

  Business response

  02/29/2024

  The federally approved emissions modification referred to on this vehicle was performed in May of 2022 at 108K miles, following all work instructions and procedures as per the manufacturer.In the time since that modification was performed, no complaints, visits for any reason or maintenance, or any communication from the customer were received by ********************. The vehicle was towed to our location in a non-running condition in November of 2023 with 141K miles. ******* diagnostics and an inspection were performed. The results of the diagnostics and the inspection revealed a failure of the motor. The root cause of the motor failure cannot be determined without further disassembly of the motor, or a teardown. Neither confirmation nor denial of extended warranty coverage has been determined. It is standard procedure that a further teardown of the motor must be performed to determine root cause, which can then determine if the failure is covered under the manufacturer extended warranty. As the vehicle has exceeded the limitations of the new vehicle limited warranty, the manufacturer does not cover the cost of this teardown nor is it the responsibility of Loeber Motors to perform this extensive procedure for no fee. The customer must approve this procedure be performed so root cause of the motor failure can be determined, the findings submitted to the manufacturer, and extended warranty coverage be determined. If it is determined, ultimately by the manufacturer, that the extended warranty will cover the failure, the teardown will be a covered portion of the covered repair. If the failure is not covered, the cost of the teardown is the responsibility of the vehicle owner. Loeber Motors does not have the ability to deviate from the manufacturers warranty procedures. Loeber Motors also cannot address the validity of any customers personal, or the internets, comments or claims of the side effects of the federally approved emissions modification. Any discussion on that topic should be made directly with the manufacturer or approving government body.

  

  Business response

  03/04/2024

  Attached is requested copy of the repair order. Vehicle is still at dealership

  Customer response

  03/12/2024

  Complaint: 21333883
  
  I am rejecting this response because: to whom it may concern: my position in this matter has not changed: this is an organized and coordinated sabotage of this type of engine in collaboration with the manufacturer. The engine was diagnosed as seized- as to reasons why and how  I was required to pay approximately $6000 for a tear down. In case the tear down would have proven that any parts that are broken are covered under the warranty only those would be covered by the manufacturer, however the engine itself or the crankshaft would not be repaired if one of the parts covered by the warranty caused its failure, this is completely illogical. After talking to another dealer I also found out the tear down fee of $6000 covers basically the labor and also if there are parts that are broken, it covers the core fees for those parts to ********* as ******** required old parts to be returned for warranty replacement, however since they would be dismantled, they would not get accepted by ********- this way ******** receives a "refund" for core charges that they are basically creating as they require a part to be dismantled , then refuse to accept the dismantled part. It is a way to shut down the customer and avoid honoring repairs and warranties and to prevent a customer from getting a fair replacement. Ultimately ******** is sabotaging these engines by modifying their performance to get them to self destruct and then ******** refuses to repair them , even after they tear them apart as they claim only emission related parts are covered by warranty - the engine itself that is influences by all the emission components and shares oil , cooling and lubrication systems  is exempt from warranty. the customer loses!     
  
  Sincerely,
  
  Nebojsa Stanic       

  

  Business response

  03/14/2024

  Loeber Motors maintains its position that it must follow the manufacturers policies and procedures for manufacturer-issued warranties and the consideration for coverage of the same.Teardown costs for determination of coverage, in this case, are at the cost of the customer. If the root cause of the failure is found to be a covered component due to a manufacturing defect, then consequential damages due to that failure are covered, though ultimately that is determined by the manufacturer. In determining the root cause of failure in this case, an authorized ************* dealer performed teardown is the only method of determination that is accepted by the manufacturer.
  No portion of the estimate for the teardown presented to this customer included any charge for a core charge. In any instance with any part that carries a remanufacturing core exchange charge, the core charge is only applied to a customer if they have paid out of pocket for a repair and the PART manufacturer, not necessarily the vehicle manufacturer, deems the original part to be an unacceptable core or the original part has not been returned. In this specific case, if the teardown were to reveal a cause of failure covered by the extended warranty, there would be no core charge responsibility to the customer. If the teardown found the failure to be non-warrantable and the customer declined any further charges to repair the vehicle beyond the teardown, the estimate already presented to this customer included labor to both disassemble and reassemble the motor. The customer would not have been left with the motor in a dismantled state by Loeber Motors, nor any core charge responsibility.
  Again, Loeber Motors follows the policies and procedures of the vehicle manufacturer and standard industry practices.

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid for a brand new car in early January on the representation that it would take 2-4 days to fix a paint defect. Only after they took our money did they disclose that it would actually take a month to fix the paint defect. It has now been a month since we paid for the car and we are currently being told the work has not been completed and there is no timetable for when the paint defect would be fixed (and that it will likely be another month). We asked for our money back and everyone at Loeber that we can get on the phone says they cannot help us and that we need to talk to the general manager. Despite several messages, the general manager has not returned our calls or efforts to contact him. We paid 20k over MSRP in order to get the car immediately and we would not have done that if they had been upfront that the car will not be ready for 60 days. They have our money and have not provided the new car (without paint defect as promised).

  

  Business response

  02/27/2024

  The customer was aware of the paint defect before he took the vehicle.  initial time for it to be fixed was 2-4 days, however the manufacture was slow to respond to our questions on how to treat the paint defect after the first attempt to fix it did not correct the problem.  During the same we were requesting permission from the manufacture if we could release the vehicle to the customer without closing the claim. (when the customer takes possession of the vehicle the claim is automatically closed and can not be reopened or covered under warranty).      

  We have rectified the situation with the customer and as of 2/23 the vehicle is back in his possession with him being completely satisfied with the outcome. 

  Customer response

  02/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a safetys recall letter from ******** **** on February 2023.Recall ID ****** For ********** Vin : 4jgda2eb1ea400795 Recall campaign ********** or *********** Issue state: Water might accumulate in the spare tire wheel well and damage, the fuel pump control unit, which could cause an engine stall while driving. An engine stall, while driving increases the risk of crash.What is the ******** dealership to do?An authorized ******** dealership will install the water drain plug, inspect the water intrusion and replace the fuel pump control unit as necessary.I scheduled an appointment at Loeber motors on June 2 of 2023. I indicated to *******.***** , representative advisory. That I have water that I can visually see sitting around the spare wheel, and my car is hesitating, sputtering as Im stepping on the gas, intermittently at low speed.Technician retrofitted drain plug in the wheel well, but did not address the fuel pump issue indicated if the car stops in the future they will replace it. This is not acceptable if the car gets into a car crash thats when theyre going to take action to replace the fuel pump.The fuel pump needs to be replaced soon as possible so the car does not an sputter and hesitate while accelerating hesitate and dies out or worse gets into a car crash.

  

  Business response

  06/19/2023

  Hello, The customer was contacted and the vehicle is presently back in our shop for reinspection of their complaint. Proper procedures will be followed to determine cause and correction, if needed, and coverage under ************* warranty.

• Initial Complaint

  05/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Called into the dealership to purchase a vehicle (E63s). Dealership has very displeasing sales tactics and is still openly asking insane market adjustments on vehicles that are not actually specialty vehicles. A final edition E63s is a speciality vehicle that a consumer could reasonably understand a market adjustment on as theyre limited vehicles. A regularly mass produced E63s is not a specialty vehicle, and definitely not a vehicle that would hold any sort of value after a year. Dealership is looking to s**** someone out of $30,000 over sticker. According to pricing statistics on E63s models that would put a consumer at almost a $55,000+ Loss over a 6 month period. Theyll probably ask you to finance with MBFS as well so they can push through a 130% LTV to make sure they get their money on the finance end too! BUYER BEAWARE.I have also attached a photo of a buyers order from an out of state dealership that is SELLING the same car at MSRP. How is it that a local dealership is trying to s**** their local buyers? Insane. Especially coming from a family owned business

  

  Business response

  05/15/2023

  hello,

  I'm sorry for his inconvenience. this a simple case of not being able to agree on price. it seems that my team did a poor job explaining the rarity of this particular vehicle. Mr. ****** assumption that is not a specialty vehicle and is in fact mass produced is his opinion, which I have to disagree with. We have the only new E63 in a one-hundred-mile radius, considering that we life in Chicagoland with a population of 10 million, i would consider that to be a rare vehicle and anything but mass produced. we are upfront with our pricing with anyone who submits an inquiry on any of our vehicles, I'm sorry that ************** felt that we didn't meet his pricing needs. on the other hand, I'm happy that we was able to find the vehicle at another location. 

   

   

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Services paid for not performed . Possibility of interference in the vehicle emission system.

  

  Business response

  05/01/2023

  This vehicle was originally brought to our dealership on 3/23/2023 with the complaint of a check engine light warning being on and the vehicle not being able to pass the state emissions test. We diagnosed the vehicle as needing a repair in relation to fault code P2188. This was explained to the customer by both the service advisor and the technician. There is a manufacturer published technical bulletin specifically referencing this fault code and the corrective action. The customer initially declined to repair the vehicle as recommended at this time.
  The customer then returned on 3/24/2023 to have the vehicle repaired. We performed repairs as specified by ************* in the technical bulletin for the exact fault code stored in the vehicle's fault memory. After repairs were complete, the technician road tested the vehicle several times to verify the repairs and to reset the emissions monitors. A technician even drove the vehicle to the emissions test facility located in ****** and the vehicle passed the state's emission test. When the customer came to pick up his vehicle from the dealership, the Check Engine warning light was off and the emissions test had been passed. The customer asked for a discount on the invoice, which we obliged. 
  Days later, the customer states the Check Engine warning light is back on and states it is for the same fault code. The customer will not return the vehicle to us to verify this condition. Again, the vehicle left our dealership with the check engine light off and the customer has the passed emissions certificate in hand after our repairs were done, in addition to a discount at that time. If further compensation is warranted, Loeber Motors should at the very least be afforded the opportunity to verify the Check Engine light being on and the reason for it. If an error was made during repairs relating to the original visit, we will correct it. 

  Customer response

  05/16/2023

  Please see attached*

  

  Business response

  05/19/2023

  Hello,
  Please substantiate your claims of bypassing the vehicle emissions systems. You have provided no evidence to suggest this occurred, nor has Loeber Motors ever been accused of or suspected of such activity.
  You have also made claims that Loeber Motors performed no diagnosis and no repairs to your vehicle. If it is disagreeable to bring the vehicle back to Loeber Motors, Loeber Motors proposes that a service representative from the dealership and the customer with the vehicle agreeably decide on and meet at a neutral repair facility within the vicinity of both the dealership and the customers address on file and have a third party verify that there are indeed new parts installed on the vehicle.
  If the vehicle has not been repaired since the last reply,Loeber Motors again requests that the vehicle be returned to our facility for our inspection and correction of any issue related to the work we previously performed. As standard operating procedure, Loeber Motors does not take payment before repairs are performed; and as you have previously paid, this reinspection would be free of charge. You may be present with your vehicle the entire time it is in our possession. Please deal directly with Service Management.
  If the vehicle has since been repaired and you are pursuing a refund from Loeber for the check engine light repairs we performed previously, please provide a detailed, complete invoice from the facility that performed the latest repairs.

  Customer response

  05/24/2023

   
  Complaint: 20001143
  
  I am rejecting this response because:
  see attachment
  Sincerely,
  
  ***************************************************

  

  Business response

  05/26/2023

  Loeber Motors repaired your vehicle originally according to Manufacturers specifications in accordance with the fault code generated by your vehicle's on-board computer so that it passed emissions testing and have offered to re-examine the unit once the Check Engine light reappeared after leaving our dealership at no charge. We are sorry that you have declined our offer to resolve the issue. Loeber Motors emphatically denies your allegations of fraud, false statements, illegal activities, and vehicle emissions systems tampering.

  Customer response

  05/30/2023

   
  Complaint: 20001143
  
  I am rejecting this response because:
  I don't agree. The business demonstrated high level of dishonesty what was clearly indicated by the evidence provided.
  Sincerely,
  
  ***************************************************

  

  Business response

  05/30/2023

  Loeber Motors repaired your vehicle originally according to Manufacturers specifications in accordance with the fault code generated by your vehicle's on-board computer so that it passed emissions testing and have offered to re-examine the unit once the Check Engine light reappeared after leaving our dealership at no charge. We are sorry that you have declined our offer to resolve the issue. Loeber Motors emphatically denies your allegations of fraud, false statements, illegal activities, and vehicle emissions systems tampering.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  - Date of transaction: 20 May 2021 - $4,735.00 charged without description - Business is obligated to provide transparent transactions - Unlabeled charges are clearly a way to deceive customers

  

  Business response

  01/13/2023

  Customer, *************************** came into ********************** *********** and purchased a 2021 Boxster T from us on 5/20/21.    Please see attached documentation that supports ******************* knowledge and understanding what he was purchasing.  The documentation also shows his signature that he was aware of this items that he purchased.        Furthermore, let the evidence submitted reflect that *************** has used the maintenance policy that he purchased.       

• Initial Complaint

  09/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased my car on July 2nd and have had nothing but issues. Within two weeks, I had to bring the car in due to the trunk not shutting, gas tank cover not shutting, multiple error messages including the Check Engine Light. My car spent nearly three weeks at the dealer to troubleshoot the issue because they were not certain what the issue was. Two weeks later, I have the same issues occur. I brought my car in and am told the issues now are related to water damage caused by window tinting, which is absurd considering it happened days after the windows were tinted. The issue now is the same issue that occurred in the first instance at which point the windows had not been tinted. I purchased my car with 23 miles and only have 109 miles most of which have been the trips back and forth to the dealer. To say Im disappointed in the experience with my car is understatement. ******** **** is a prestigious brand and I expect nothing less. My issue needs to be resolved immediately with highest priority. Im concerned that my car is a lemon and will seek legal action if my issue is not resolved.

  

  Business response

  09/08/2022

  This vehicle had a previous issue with a control module located behind paneling in the trunk called the rear signal acquisition module (***). I have attached a copy of the repair order from that visit/repair. The module itself was replaced with a brand new unit supplied by ************* at that time. While the symptoms the customer experienced this visit are similar to their last visit, the cause of the failure is different. The same control module has failed, the difference this visit being the failure is due to water intrusion to the module caused by the customer having their rear window tinted. The process for installing window tinting generally includes using a copious amount of water based solution to aid in the positioning and/or repositioning of the window tint film while installing and then the solution is squeezed out from between the glass and the film. On this model vehicle, and many others, the solution used for the tint install is unable to be collected by the installer and pools in the rear hat shelf area behind the rear seats and then the solution escapes through any opening. In this case, the opening the solution escaped through leads to the rear *** module. The solution then soaked the module and has caused corrosion within the module itself and on the wiring connector connected to the module. I have attached a picture of the customers module showing the corrosion. Loeber Motors did not install the window tinting for this customer and also found no source of water intrusion on this vehicle. ************* *** is aware of this particular situation and others like it and has deemed this condition to be caused by outside influence and has no responsibility to cover repairs caused by outside influence under the ******************* Warranty. I have attached a document from ************* covering this topic. As such, Loeber Motors cannot submit a claim for warranty repairs. As Loeber Motors did not install the window tinting for the customer nor cause the failure of the module due to the installation of the window tinting, we have no responsibility to cover the repair at no charge. Loeber Motors tried to discuss further repair options and costs with the customer including having the customer submit an insurance claim to their insurance provider or bringing the matter to the attention of whomever installed the window tinting. 

  Customer response

  09/13/2022

   
  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,
  
  ***********************

*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. ↩