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:11/18/2024

  Type:Product 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.

  Bought a car on a loan from this dealership October 2021. After purchasing, in December 2021/January 2022, a mileage discrepancy started reflecting onto the car causing it to be branded rebuilt. I did not notice this or get any awareness of this until about a year later. Went back and forth with the dealership manager **** ******* for months trying to get them to fix it. Have called the Secretary of State as well on numerous occasions and have been told this is something that the dealership has to fix. It has now been a year of going back and forth with the dealership for a car that I was originally presented as clean title. I cannot switch insurances and the car is now valued at significantly less because it is branded as rebuilt. What I eventually discovered after going through all paperwork with **** ******* and ****, is that the dealership bloomington normal automall bought the car from, in Ohio, accidentally put the price of $28k into the mileage section. This was not caught by Bloomington Normal Automall and I am being punished for it, for a paper that I do not get to view during my purchase. It still has not been resolved and I have not been offered any recourse.

• Initial Complaint

  Date:10/06/2024

  Type:Product 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 am writing about the terrible experience I had at Bloomington Normal Automall – Volvo with *** ********* **** ** and the general manager at the location. I advise everyone to steer clear of this deceitful and scummy dealership. Supposedly a "brand new" car from Bloomington Normal Automall – Volvo, within a mere 24 hours of driving my new car off the lot, it became non-operational due to a battery issue. A brand new car, and it couldn't even make it through a single day without breaking down and being undriveable… What's even more infuriating is that the dealership and *** ********* the salesperson were fully aware of the car’s issue at the time of sale. They deliberately concealed this information about the car issues from me, hoping to make a quick sale and leave me to deal with the consequences. This level of dishonesty and disregard for customer satisfaction is absolutely unacceptable. When I confronted the dealership about the problem, they displayed a shocking lack of accountability. When I called *** * about the issue the next day at 9am, he said would fixed the situation and give me a call back. *** never called me back and I had to call the dealership 10+ times until I finally got someone on the phone at 4:30pm. Instead of taking responsibility for their actions, they tried to shift the responsibility onto me, suggesting that there was a no return policy and it was I must coordinate getting it fix through another Volvo dealership. It was clear that their primary concern was getting this defective car off there lot, not ensuring customer satisfaction or providing a reliable car. The entire experience left me feeling betrayed, frustrated, and disappointed. Bloomington Normal Automall – Volvo have proven themselves to be untrustworthy, unethical, and completely undeserving of anyone’s future business.

• Initial Complaint

  Date:10/01/2024

  Type:Order 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 purchased a protection plan with the vehicle I bought from this business. I realized I didn't need it and had the administrators of the plan cancel it over 2 months ago, on August 1, 2024. I have been trying to contact this business to get an update and figure out why the refund hasn't been issued, leaving messages for multiple people, but no one has returned my calls. The contract for the protection plan is no longer valid, and the money must be refunded by the business to the vehicle loan.

• Initial Complaint

  Date:04/04/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 am writing because I believe the dealership has violated the Illinois 15 day or 500 miles law for a used car. On March 15, 24, I purchased a 2017 Chevy Traverse from Bloomington Normal Automall. The salesman I dealt with's name is *** *. I left the car lot and got about 10 miles from my home in ********* *******, Illinois and the car started violently shaking between gears. When I got home I immediately text the salesman who told me to bring it back the next day on March 16, 2024, which I did. After a few days I was told that the car would need a rear suspension, shocks and new tires. After several texts back and forth between myself and *** *, I was told on April 2, 24 the car was fixed and ready for pick up. I went to pick it up, again, the car ran fine on the test drive. I left the dealership and again, 10-15 miles from my home the car starts shaking violently between gears. So, I realized it must need to be warmed up to a certain temperature before the issues happen. Again, I text *** *. who was off the day I text. So, I left 3 messages for the general manager, I never and still haven't received any responses from the manager. The salesman says there's nothing else that can be done. I told him the car needs driven and warmed up. No response now from the salesman either. I'm being ignored. I expressed several times I am extremely apprehensive with anything their auto repair department says as I was told the only problem when I bought the car was a tire sensor needed reprogrammed. Now, the suspension, tires and shocks need changed as well. I asked for paperwork and receipts showing what work was done, I was told there was no paper work because "they did the work themselves", which is another issue I find very odd. The dealership kept my car long enough to be right outside the 15 day law. The salesman says he would ask his manager if they could "trade me out" into a new car. I am extremely apprehensive because of all this.

  Customer Answer

  Date: 04/15/2024

  After calling the dealership the second time and telling them the shifting issue wasn't fixed, the salesman and the general manager **** would not respond to my text messages or return my calls. Therefore, I went to the dealership on Saturday 4/6 and was told to bring the car back on Monday 4/8/24. On 4/8 I was told **** the general manager was out of the office and was introduced to a person named ********* ********* who said he is the used car manager and I would now be dealing with him and he would keep me updated. ********* then gave me his name and personal cell phone number on a post it note. I have not sent any texts as this is unprofessional and I feel it's a business matter and should be handled through the dealerships phones. I have only gotten general texts after asking what is going on from ****** in service. I asked to speak with the manager and ********* (*****) called from his personal cell phone and basically made me feel bad for asking about my vehicle and told me they had flushed the transmission 3 times and the car replicated the problem 1 time and it was a definite transmission issue and they were "taking their time diagnosing it so I didn't have to bring it back". "*****"  also said he would up date me today, 4/15/24 as of today at 6:25pm I haven't heard anything.. They have given me a loaner car. I am not sure what they are doing or what is taking so long. I wanted the Better Business Bureau to be aware of what is going on and up to date.

  Customer Answer

  Date: 04/16/2024

  Happy to report today I received a text message from the dealership that the vehicle does need a new transmission and the dealership is taking care of that per text message.

• Initial Complaint

  Date:03/31/2024

  Type:Customer Service 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.

  We purchased a vehicle (2022 Honda Civic Sport) from this dealership (Bloomington Normal Automall) on February 6, 2024. The dealership told us they take care of all the paperwork such as registration and the title. We paid all required fees. On March 8, 2024, the car was in an accident and totaled. At the time of the accident, the police advised us that the car was not registered to us and had the wrong plates on the vehicle. Thankfully, the police did not give us a ticket for driving an unregistered vehicle with the wrong plates. After the accident, we advised the car dealership, in person, that the car was not registered to us and was registered to someone else. They were confused and could not provide an explanation as to what happened. We then asked for information related to the title. Again, they were "confused" and couldn't find any information related to the title for the vehicle. After the accident, we filed a claim with our insurance company who asked for the title to the car in order to complete our insurance claim. Despite multiple requests, by email, text, phone calls and in-person visits to the dealership, the dealership is unable to produce the title, let alone tell us when it was submitted to the Illinois Secretary of State. They said they would look into the matter and now refuse to return our phone calls or respond to emails and texts when we ask about the status of the title to the vehicle we purchased. We cannot resolve our claim with our insurance company until we receive information about the title. The dealership refuses to help resolve this issue even though they sold us the car and we paid all required fees. By law, in Illinois, a dealer has 20 days to send the title, transfer and sales tax to the Secretary of State’s office. Bloomington Normal Automall is clearly not in compliance with this law. They sold us a car that was registered to someone else and now refuse to produce the title to the vehicle.

• Initial Complaint

  Date:03/11/2024

  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 brought my 2015 Mercedes C400 to the Bloomington auto mall on Feb 6th 2024 due to transmission faults occurring around 4,000rpm that would disappear almost immediately after the fault occurred. Week 1: February 7th - master tech drove my car and I received communication from the service advisor stating that they’d need to bill me for another 5hrs of diagnostic time so they can do a deeper dive into the fault codes. I approved the additional diagnostic time on Feb 12th 2024. Week 2: No progress made - I reached out 2x that week trying to get an update. Week 3: No progress made - I reached out many times through the week and ended up receiving communication that they spoke with Mercedes engineering and that they needed to send scope test data from my transmission to the Mercedes engineer. Week 4: multiple attempts to reach out - was told they have no update and will text me the next time they hear back from Mercedes engineering. I ended up going in and made them give me a loaner vehicle free of charge until they understand what’s wrong with my car. Week 5: again, multiple attempts to reach out with no headway made by the Bloomington auto mall service team.

• Initial Complaint

  Date:03/04/2024

  Type:Order 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.

  Bought a 2016 explorer online,was told body was in excellent condition and drove 276 mi to pick up.After seeing vehicle in person seen corrosion across front of hood and paint defects as well as poor paint repair to the passenger side doors sales manager ****** ******* offered a return of $3,768.00 off of a service contract witch also included shipping service for the vehicle that we didn't use as we drove up to pick up the vehicle.Already paid a local body shop to repair the defects that we are now out of pocket on.Never fully explained details of the contract that we didn't ask for and just want what was promised to us.

• Initial Complaint

  Date:02/11/2024

  Type:Order 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 purchased a new 2021 VW Atlas March 27, 2021 from VW of Bloomington Normal. Then in 2023, I was notified by my loan servicer that ***** ***** put the wrong address on the paperwork. I recently discovered that the "Mechanical Failure Service Contract, Total Loss Protection Addendum, and Car Service Plan documents are listed for a different person, different vehicle but same purchase date. I contacted this person that is on my paperwork and she denied every buying a car from this dealership. Plus the signature on these documents from this other person, is a computer generated signature, not an actual person's signature. ON my contract there is a charge for $2998, that I am assuming is for the extended warranty. However, I do not have these documents with my VIN, my email address or my information. To me it seems like this ***** falsified my documents. I have contacted Volkswagen of Bloomington Normal by phone, by the online contact form multiple times over the last 5 plus months (it is now 2/2024) and I started contacting them back in October/ November 2023. Everytime I call, they tell me they will email my documents, but they never do. I have never received anything by email,. nothing in my spam. When I call they either tell me the person I need to speak to is not available and there is apparently only one person that has access to the data base to be able to send those documents to me. I paid money for a warranty that I am not able to access because this dealership refuses to address this issue. If this was a legit business, then they should have no problem sending me my legal documents. Instead they falsified someone's personal information who has no record of buying a vehicle at this dealership. ***** ***** and Volkswagen of Bloomington Normal should be taken legal action against them. I have given Volkswagen of Bloomington Normal more than enough chances to send me the documents owed to me, but they continues to ignore my requests.

• Initial Complaint

  Date:01/30/2024

  Type:Delivery 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.

  We pur*****d a vehicle out of state in Illinois. We live in Georgia. We traveled to pur***** a 2017 Buick Lacrosse on November 8, 2023. The salesman's name is ****. We have been waiting for the title since November. The temporary tag on the car is about to expire on 2/6/24. We have no title and are unable to register the car, and getting very little help from the dealer on where the title is. I have asked multiple times for a new temp tag but get no response to that request. **** just keeps telling me that the title is in GA at the secretary of state. I went there and they have no record of it. The lady told me to ask for three things to help locate it: 1. What address did they mail it to, 2.) Tracking number, 3) Date it was received. I still haven't received answers to any of those questions. When I pur*****d the car, it was financed through *****, but then I had it refinanced with a different bank for a lower interest rate. I am now in jeopardy of them raising my interest rate if I don't get them the title for the vehicle. I have made several calls to the dealership and only received voicemails, I've left messages, but nobody has ever called me back. **** stopped answering my calls and texts for over a month. My husband finally called the dealership last week and asked for sales and he (****) answered. It was then that he started texting me regarding this issue. But his responses aren't very helpful. I feel like there's more that can be done. I have expressed all of this to him, and he has given an apology. But at the end of the day, I simply want to know where the title is so I can get it to my new bank. I need more than, the title is sitting at the GA secretary of state. I've went there and it's not there. The clerk checked all records dating back to November 2023. Also, I've asked for a new temporary tag to be overnighted, as this one will expire on 2/6/24. I need real help with this matter ASAP.

  Customer Answer

  Date: 01/31/2024

  The business has reached out to me via email and text with more helpful information.  My issue should be resolved tomorrow.  

• Initial Complaint

  Date:01/04/2024

  Type:Product 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 the date of 22 September, 2023, I went into Mercendes-Benz of Bloomington to sell back my fathers car who had just passed away two days prior. I was helped by a gentlemen, Mr. R, he was extremely helpful in filing the paperwork and getting a pay off value for the car, which ultimately showed that the dealership would owe us (my family and I), a little over $1,000. After signing all official documents and bringing in a certified copy of my fathers death certificate, I was informed a check would be mailed within the next two week. It is now within a new year, my father passed a quarter of a year ago and I have not recieved the check and/or the car back. At first I was acknowledging that the finance department of this business was busy, however, now I am just appauled and angry. I tried calling after four weeks, thinking this was enough time to have sent the check. I would be called back once but nothing ever done. Then I would continue to call back with an apology but no correction. Going into the physcial location did not help either, after paying a visit into the dealership and an email with the owner, STILL nothing has been rectified. I just want to be able to put an end to this nightmare. Watching my father pass was traumatic enough, then having to deal with a company that I thought was competent to ahndle the situation has been even worse. My father loved his mercendes vehicles he has had over the years before his passing, it is a shame that I no longer want anything to do with this company if this is how they treat customers. I would like the check to be given to me in full of what is owed. Mercedes has the car, if they are not willing to pay then the car needs to be given back to me. When completing a service, you expect to get paid for those services. Mr. R has not been as fault as I have seen proof that he is doing all he can do and the paperwork is filed. The financial office or owner who is supposed to oversee the payment is extremely lackluster.