Complaints

• Initial Complaint

  02/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a Kia ******* PHEV in October 2021 from *********************. The sales person was great, but the finance person premised the sale of the car on the purchase of one of their warranty packages. I pushed back on purchasing a warranty multiple times, but because I had driven over an hour to the dealership and stock was low, I agreed to purchase the platinum package warranty so I could secure the vehicle. Ive since learned it is illegal to require warranty purchases with new vehicles. This was not a financing requirement. Suspiciously, there was no paperwork provided confirming the warranty purchase or the scope of coverage. Between Jun 2022 and now, *** made repeated attempts to obtain information regarding the warranty I allegedly obtained. First and foremost, I am entitled to a full refund of the warranty since the sales practice was fraudulent and unethical. Secondarily, I am seeking to obtain documents evidencing the purchase and scope of coverage provided under the warranty so civil proceedings can be initiated, if appropriate.

  Business response

  02/15/2023

  ***, 

   

  ************ no longer owns the dealership.  I have attached the documents signed by you. Every document states that these product are optional.  You have the option to cancel these products at anytime.  You are not entitles to a full refund, only the unused miles and time.

   

  ***********************

  General Manager

  Castle Automotive Group

  Customer response

  02/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would like to inform the business to proceed with canceling all optional warranties for a refund issued to the below address:

  *********************

  3724 **********

  ********, ** 60025

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

• Initial Complaint

  09/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I just purchased a 2023 Suburban Friday 9/23/22 my sales person was good. ********* told me there would be different interest rates depending on the bank. So he gave me the highest one with a perfect score and I am not able to obtain my results from the credit application they returned. Basically they gave me a deal on the suburban but took it back through financing. ********* is very rude and talks fast to try to trick you into his schemes I am ready to handle this the appropriate way of getting a lower interest rate that I deserve or bringing this to rhe next step.

  Business response

  09/28/2022

  ********, 

  I am very sorry to hear your are not happy with the current interest rate that the bank approved you for. Based on the way interest rate have climbed over the past few month, you were given a very good interest rate compared to what I have recently seen.  You can pay off the loan with your own secured financing as there is no prepayment penalty.  The banks set the rates based on the *************** and I am not sure if you have been keeping up with the current inflation problems facing this country, but this is what has caused high interest rates.  Most customers are shocked about the current rates and inflation, but this is not something that the Gary Lang Auto Group can solve for you.  I am sorry for the increase in the rates, but I suggest your send your message through your VOTE this November. 

   

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to ***************** auto to try to finance a car that they had listed online for $9,999. When I arrived the salesman proceeded to tell me the car was not able to be financed because I didnt want to give them a down payment. Which I didnt need and I was told that I did not need one on the phone the day before I arrived. After I told him that he had the manager approach me who was very aggressive and demeaning saying he knows his math and hes trying to help me in a very aggressive manor so I proceeded to stand up and start walking out and which the manager **** he called himself shouted sit back down and he continued to demean the sale more and he lied as to the price of the car it was actually ,$15,000 and not the $9,999 that was listed for online. and then tried to sell me a $30,000 car that I never asked for and held onto my keys the whole time I was there almost like being a hostage if I didnt do what he said. I demanded my keys back after he kept being rude and not even trying to talk about the car anymore. A few days later I responded to an email from ****** asking me to review ***************** auto and I did. I gave an honest and short fair review about what had happened and then ***************** auto proceeded to reply to my review. Exposing personal information regarding the sale, my credit, and all the information regarding my trade such as model and year. Leaving my personal financial information exposed. The information needs to be removed and this is extremely unprofessional of a large company. I will proceed further if this information is not taken down within 30 days

  Business response

  08/20/2022

  ****, 

  We have responded to your review to give the people reading it a better understanding of the situation.  We have not disclosed any of your personal information.  You have many options when posting a review.  As a business we have the same right as you do.  We will not be changing the review.  You can take it down or you can change the name.  There are approximately **** people with the name of ********************  The review does not do anything to identify you personally.

  Thank you

   

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Auto ******, a protective interior and exterior coating product, when I purchased my 2020 Subaru Forester in 9/2020. The service is supposed to be applied every six months. The product was installed on 10/13/2020. Six months later, I received a card in the mail, reminding me to schedule an appointment for reapplication. This was done on 4/16/21, and again on 11/19/21. A few months later, I received the reminder card again. This time, when I tried to schedule the appointment, I couldn't get an appointment until September, 2022. Unfortunately, due to circumstances, I have to have surgery and I won't be able to keep the appointment I scheduled several months ago. When I called to reschedule, I was told they're booking in March 2023. When I inquired about the effect on my vehicle, in terms of not having the protective coatings, I was told that yes, it probably would allow for rust and other issues, but there was nothing they could do about it. I requested the manager, and was connected, but I only got voicemail. There is no alternative to redeeming this service contract; I have to go through the dealership. Because of the unreliability and untimely availability of this service, I would like a partial refund of the cost of the coating services. If I can only get the coating once every two years, it seems like I'm not getting what I paid for, and I would prefer to not have to deal with it any further. I've only been able to get half of the services in a two year period. This is a five year contract, so I would expect to receive 3/4 of what I paid--$2615 plus tax, with a refund of $1900 (this is rounded down, and not including any sales tax charged)--as a refund. I think this is a fair amount, given that this is a 5 year plan, and I've only gotten 2 of the 10 applications that I should have received.

  Business response

  08/06/2022

  *******, 

  Thank you for your concerns.  ********************* program is non refundable.  the protection that covers your vehicle does not require you to have the protection applied very six month.  You are covered by the Auto Butlers 5 year protection.  If you are having issues with scheduling because of your special circumstances please let us know.  The ******************************* is very understanding when it comes to helping with scheduling.    

  Again your protection covers you, whether you have bring your vehicle in every 6 months.

  Customer response

  08/08/2022

   
  Complaint: 17679479
  
  I am rejecting this response because:I am not getting what I paid for. I paid for 10 applications, and I will not be able to get all of these. At this rate I will be able to get about half. Despite the assurance that I have a 5 year warranty, I want the protection, not the remedy for the failure of the protection. One of the selling points was that this improves the resale value of the car. If I dont get all applications, Im concerned that Im not getting the full benefit of my bargain. The exterior coating is supposed to maintain the paint quality and prevent rustwill the extended application schedule adversely affect these things? If not, why did I pay this much for something that isnt necessary? What will be the remedy if the paint quality diminishes because of the missed applications?

  The service manager was able to get me an appointment this month, instead of next March, however, I fear that this is going to be a continual occurance, given how far behind they are in application appointments. I feel there should be some compensation for this inconvenience and lack of full service that I paid for. 

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

  Business response

  08/09/2022

  *******, 

  Thank you for the response. I am glad we were able to get you in to have your application done.  Please understand that your warranty does NOT STATE, you must have the applications completed in order to be covered.  We will continue to work with your schedule.  There is not going to be any compensation.  You purchased a product that provides you with 5 years of protection and 5 years of protection is what you will receive. 

  ***********************

   

   

   

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/12/19 purchased a 2019 Subaru Crosstrek from *****************, including extended warranty for *******, gap coverage for ****** and Auto ****** service for ******* for 5 years of Auto ****** service. On 3/12/22 this vehicle was traded in at a different dealership on the purchase of a new 2022 Subaru Crosstrek. ***************** did refund the balance of the extended warranty, and the gap insurance, however, are refusing to refund the balance of ********************* plan. When questioned about this, the finance department at ***************** stated that there was no refund on this product. However, when car was purchased, it was stated that this would be refunded if vehicle was traded in before 5 years was up. A review of the other complaints filed against ***************** shows that ********************* is refundable, they have refunded this to other customers. I am requesting a refund of ******* as I only used this service once as the service that was performed was not performed at an acceptable level.

  Business response

  06/11/2022

  ******************,

  The Autobutler was already applied to your vehicle when you purchased it.  This product is not a non-cancellable item.  The warranty and gap are insurance products and are cancellable that why you received a refund. 

  .

  There is not going to be a refund issued.

  ***********************

   

  Customer response

  06/14/2022

   
  Complaint: 17412920
  
  I am rejecting this response because: I did not utilize ********************* service, and this has been refunded to other customers
  
  Sincerely,
  
  *****************************

  Business response

  06/15/2022

  *****************************, 

   

  I am sorry you feel this way.  There is not a refund to to you because the product was installed on your vehicle.  

   

  ***********************

*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. ↩