ComplaintsforAuffenberg Ford O’Fallon

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not ever take your vehicle here for body work. I have a 2018 jeep that was in need of a repair after hitting a curb in the ice. I was told on January 26th that they could have my vehicle in by February 14th and finished by the end of February, and they would try to work it in faster. Every time the date comes near they say they need more parts and extend giving me back my vehicle another two weeks. It is now April 16th and I do not have my vehicle back. Since they can't get the alignment completed I requested them to bring it to their jeep dealer in ******. ****** has completed the work and says it is driving normal and they are waiting for auffenberg **** to pick it up. I call auffenberg **** and I'm told we will call you when it's ready the other dealership is delivering it back to us. They are withholding my vehicle from me for no reason and refusing to give it back at this point. It's not right and I feel like there is nothing I can do.

  Business response

  04/30/2024

  We had a few delays in delivering of the vehicle to us and this concerned the customer. Her complaint was that she couldn't pick up her vehicle from CDJR after sublet services were performed.  
  
  The vehicle repairs have been completed and the customer picked up the vehicle this morning. The concern has been resolved and settled with the customer. 
  
  Please let me know if we can assist any further! Thank you!

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I purchased a 2011 Grand Cherokee on 3/2/2024. Starting day 2 of owning the vehicle, we began having issues with it starting. Since then, we have had it in our possession for 10 days; the remaining days (14 days) it has been in the possession of Auffenberg being "looked at". To this day March 26, the sales manager at the Econo lot has refused to provide timely updates and keeps deferring any additional information to provide updates on the status of the car. For the third time, they dropped the vehicle off at the Auffenberg Jeep dealer earlier this week. Their service techs then performed a multi point inspection, finding issues totaling up to $5,604.37. We only paid $10,000 for this vehicle and all of these issues are pre-existing to us owning it. We have barely put ~70 miles on the vehicle ourselves. After getting this quote of nearly $6,000, I contacted the salesperson I worked with and they are still denying to complete the needed service and are "going to have the techs look at it again. We don't think that quote is right." After speaking to a service advisor at the Jeep dealer, she was shocked the car was even sold in its current state. There was also a service record of the vehicle being at that dealership with an oil leak that was never resolved (included in the quote) and that we were never told about before purchasing the vehicle. At this point, I really can't even explain the frustrations that have gone into this entire situation. Avoid this dealer at all costs.

  Customer response

  06/19/2024

  My complaint has been resolved.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase date 01/31/20024 called in the following day for list of issues..Set appointment to service vehicle 02/14/2024...they confirmed the transmission was acting up but wasn't sure what was going on with it along with the recall on the wiring harness on driver's side door..two days later received a phone call stating transmission was fine and too time consuming to replace the harness so they are going to replace the cuplers...03/04/2024 received a call letting me know the truck was on its way with the parts and would be repaired immediately...03/21/2024 still no vehicle

  Business response

  03/26/2024

  We are working diligently to get ***************** her vehicle.Unfortunately, backordered parts have caused unexpected delays. We do expect the vehicle to be completed and ready for pick up within the next few days.While we understand ********************* frustration, we will not be providing a refund. The vehicle is being repaired as promised and she has been in a rental/loaner vehicle the entire time at no cost to her. 
  

  Customer response

  03/28/2024

  Complaint: 21467970
  
  I am rejecting this response because: 
  I was notified TWICE (3/6/2024 and 3/15/2024) parts on the truck and will be repaired /returned. Amazing as it sounds, once I filed this complaint the vehicle was ready for pickup.

  As stated before, I did not want the vehicle nor can I afford to be ripped off for $20,000.00. I did take the vehicle against better judgement. I requested a printout of the work that was performed and a warranty on that work. I would receive NONE.

  There is STILL the existing transmission trouble!!!

   

  Respectfully,

   

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

  Customer response

  03/28/2024

  In Auffenberg's response to my complaint ***** makes it sound as though he was very accommodating by providing a loaner vehicle. 

  The fact is, I requested a loaner and was told they don't do that and it would be $60.00 per day. I asked twice more and finally got one. Please note the attached agreement dated February 21.....and the vehicle I purchased was turned over to them on Feb 14 for repairs..

  In regards to the repairs, (I documented all conversations) he had no idea where I got the info but it was wrong. I conversed with  the salesman and the mechanic.

  I did let him know that I filed a complaint. He said it had already been answered and I was welcome to complain to whomever I wanted to but the deal is done .

  Business response

  03/29/2024

  Hello ****************, 

  The vehicle was repaired as promised. We will not be purchasing the vehicle back.

  At this time Auffenberg Considers this case closed and resolved. 

   

   

  Customer response

  04/02/2024

  Back in possession of the vehicle, but no repairs were addressed except the driver window.

  Customer response

  04/04/2024

  Original List of needed repairs: driver window not working/ oil light coming on/ 2 tire stem caps missing/ front fog light not working./ transmission issue when reaching 45mph.

  Salesman called about a recall on the wiring harness and confirmed transmission problem but his mechanics didn't know how to fix. Vehicle was then sent to ******** for the Jeep mechanics to repair. A few days later I was told parts needed to be ordered. My daughter had called and asked to get the car back until parts came in, but was told due to the transmission issue it shouldn't be driven, which we understood.

  Then salesman calls me back to say he was just having the couplers replaced because it would take a long time to replace the entire harness. I questioned the transmission and wa told nothing was wrong . 

  I believe that when the vehicle was sent to ******** the other list of items did not forward. 

  This entire situation could have been avoided if I received the vehicle with the necessary repairs.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 **** Escape on February 17, 2024. I was told I had 7 days to return. The saleslady didn't bring up the (or 150 miles). I asked her while signing such papers if I would get a copy of them. She assured me I would. I did not. Something felt wrong with driving the vehicle after I left the lot. I thought that maybe because we just had a snow storm the day before, that that had something to do with it. I am not a mechanic. I asked the saleslady if my truck I had traded in was still there, since I had the 7 days, that it should be. She said she would have to check. Hours later I contacted her again, asking if my truck was still there. the next day she found that my truck was still there. then proceeded to tell me about the 150 miles. I was sitting at 142 miles and their place is over 30 miles from me. She said that she would have her manager contact me. I am still waiting on such manager to contact me. So I contacted the finance guy, he told me I could take the vehicle in anywhere that was ASE certified. I found one near my home. The transmission is slipping. Now, I have to take off work. Get the work done, get a rental. My desired resolution would be to get my truck back and return this 2019 vehicle and let me find a vehicle somewhere else that is credible

  Business response

  03/22/2024

  Hello *****, 

  I apologize for all of the confusion, and issues that you have been having. Let me look into the details of the situation and we will see if there is a solution. 

  Customer response

  03/26/2024

  Complaint: 21367552
  
  I am rejecting this response because:

  Though I did receive a loaner from them, they've had my vehicle since March 5th. March 12th called service and the guy was at lunch. No call back. March 13, I got ahold of someone in Service that actually looked up my paperwork. Said it was the Torque Converter. Manager has to give approval to order the parts. Manager not in. Co-Manager gave approval. Service said it will be 4 days for parts to come in. March 26th, today. Still no word. This vehicle should not have been sold like this. Had the saleslady just answered me from the very beginning and gave me copies of the paperwork stating return policy was 7 days OR 150 miles. I would have returned it 2 days after taking it off the lot. I traded in my truck for the vehicle and she couldn't even tell me if my truck was still there. 

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

  Business response

  05/13/2024

  ***************** had something break on her car after she purchased it and we fixed it. We wish parts would have been available quicker as much as she did but that was out of our control which is why we provided the loaner car at no expense to her. We understand when things break its frustrating for everyone but we feel we stood behind our product and provided solutions above and beyond was required of us. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2003 F-150 truck to Auffenberg Ford South in May 2022. I was told it was going to take a couple months before they could work on it. Also they said they needed $5,000 to get the process started. I told them I wanted to make sure the car was fixed correctly, so I was okay with them taking time to get it right. I did not get my February 2023. It wouldn't start due to sitting on the lot. The supervisor said he would get into the truck and make sure it was okay before I took it home. It did not run well at all. It was worse than when I brought it in. He assured me it will improve as it airs out. There was big clouds of white smoke coming from the exhaust. I wasn't happy my car performed. The car cost me between $20,000 - $30,000. I took the truck home. I took it to another shop to have a diagnostic test done. There were several items including vacuum lines and sensors were not hooked back to the engine. I was leaking coolant out of my truck. I run a business out of my truck. I need my truck and I need it to be running correctly. I had it towed to the O' Fallon location. They have been uncooperative. They told me they would not have accepted the truck if they knew it was as old as it was. Regardless, the truck is running worse since they worked on it instead of better. My truck is being repaired in another shop at this time.

  Business response

  02/28/2024

  Mr ******* 
  
  We are sorry to hear that you are having issues with your truck again. As we have previously explained to you after we warranted your engine and repairs were completed in July of 2023 we would no longer be working on your vehicle. We are glad to hear you have found a suitable repair facility and wish you the best. We will not be issuing and refunds for work completed and will now consider this matter closed. 

  Customer response

  04/19/2024

  They did not do satisfactory work.  I had to take my truck to another shop to get repairs done that they did not do.  My truck is still vibrating.  I spent almost double the amount of money to put a motor in my truck.  I told the supervisor that I was not satisfied with the work that they did and the warranty that they did was not ok.  I talked to the district manager and tried to work out a deal and he told me no.  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a used car from Scott Gaines, Sales Consultant (************) on November 21, 2022. I have not received a title for the car from Auffenberg Ford Belleville. Now I cannot renew the tags for my license, and the DMV advised I do not use the car with expired plates. Now I cannot drive the car I bought over a year ago because Auffenberg Ford has not sent the title.

  Business response

  02/28/2024

  Good Morning Grace, 

  Sorry for the delay in response. It looks like on 1/2/2024 Everything was sent in to Exeter to have your title released. I hope it found you well since communication has been silenced for awhile. We consider this case closed. Please have a great day. 

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having the same problem with my vehicle since June 2023. My vehicle has now been in the shop four different times this last time for two months. They claim they cannot figure out the problem. The car does not act up for them, but the mileage didn’t change much from when I dropped it off. Since I’ve picked up my vehicle The problem has occurred three days this week Dec 6th, Dec 8th and then today the 9th. And just today Dec 9th it’s happened three times. Each time that I have dropped my car at the shop I have told them what I have to do to get the car started again. When I have been driving a lot that day and I shut it off or just going out to start it in the morning it won’t turn over and start again. I then have to pop the hood, get out and wiggle the wire. Also when this happens and I turn the key to start it it will make a ticking sound and then when I do get it started all the lights are on on the dash. I have told them this on each occasion that I have taken the car in. There has also been 2 times that I’ve been at a stop sign/light and the car has shut off on me and I’ve had to pop the hood, get out and wiggle this wire. I have even at one point showed the service tech at the dealership exactly what I have to do. I’m not sure what to do at this point with this vehicle. The only thing I’ve been lucky with with this car is I’ve learned exactly what to do to get it going again instead of having to call to have it picked up. I have continued to make my payments every months and on time when I sometimes don’t have this vehicle for weeks at a time.

  Business response

  12/26/2023

  Ms ******* 
  
  Sorry to hear that you are having issues with your vehicle and that they are unable to duplicate them in service. if you would like to explore options for trading your vehicle in please feel free to stop by our Ford location and speak with the sales dept. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2019 ********** Outlander from ******************* with Auffenberg **** Econo Lot on 10/17. We paid in cash with a check. Part of the transaction was completing an IOU form stating that they owed us to repair our vehicle. The check engine light was on, so they were to repair the catalytic converter. We left the vehicle with them for it to be detailed and taken to be repaired. We were to be contacted once there was an update. 10/25 we reached out and left a message for ***** who contacted us back to let us know that D&D motors who was repairing our vehicle had to order a part and the part would arrive in early November. I requested the contact information for D&D motors, however was not provided this information because "all information would be coming from Auffenberg." 11/6 - no contact or update. We attempted to call and had to leave voicemails for *****. ***** texted and let us know he would call us the next morning to give us an update. 11/7 - No update received from ***** in the morning. Contacted Auffenberg and asked for a manger. Was informed that "all managers are busy", I informed them that I would wait and needed to talk to one of the managers, instead I was forwarded to a voicemail. Called back again and requested a manager and instead was forwarded to *****. ***** did not have information and had to contact *****. ***** then let us know that while they were repairing the catalytic converter, the vehicle was making a noise so they replaced the exhaust and that it should be ready tomorrow on 11/8. 11/8 - ***** contacted us at 11am to let us know that he has not received the okay for pickup yet. We inquired what time and were told "it is still on track to be finished this afternoon". Requested address and contact for the repair shop, still not provided. Contacted ***** multiple times and no response. Contacted ******************* who stated he would get update from ***** and call right back. No call back and then could not be reached.

  Business response

  11/14/2023

    We are working hard to get ******* her vehicle back and have ran into some delays in the process. Some of those delays were due to parts being on order and others were due to us trying to do the right thing up front by completing repairs that werent promised on the *** mentioned. After completing the promised repair on the catalytic converter it increased the airflow through the muffler which made it sound louder than what we believed would be satisfactory for the customer. We decided to fix this as a courtesy but had to wait several days for the parts to come in. The solution ******* asked for is the one we are providing. It does sound like we could have communicated the status of her vehicle much better and will make sure that the communication is improved moving forward.

  Customer response

  11/15/2023

  Complaint: 20844817
  
  I am rejecting this response because:
  
  Although the vehicle has been repaired per their word, we still have yet to receive any paperwork showing what exactly was repaired. I want a copy of the repair records showing exactly what was repaired, which parts, etc. This is standard practice when you have a vehicle repaired that you are provided with a copy of the work that was done. We requested this when we picked up the vehicle and have still not been provided with this.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Don't take your vehicle here for any body work. They say they gaureentee their work 100%.I brought my car there because the door they fixed is peeling and they are saying it's corrosion. I have multiple other auto body shops that have stated the door was not properly prepped. Auffenberg is now trying to say it's the insurances mistake because it was a used door. They DONT want to correct their gaureenteed work.

  Business response

  10/12/2023

  Ms. ******’s repair was performed in March of 2019. Any warranties or guarantees are expired. Her best course of action would be to contact her insurance company. They can coordinate repair, if applicable.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased vehicle on 05 Sep 2023 for $16377.84. Contract included agreement to replace oxygen sensor causing check engine light. No timeline given; part ordered by service department. Picked up vehicle to drop off when part available. Dropped off vehicle for service 11 Sep 2023. Contacted dealership multiple times for completion timeline. No timeline given. Requested loaner vehicle or delivery of my vehicle to conduct important personal business. Request denied.

  Business response

  09/14/2023

  We have communicated with the customer and are working to address his concerns.

  Customer response

  09/14/2023

  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.
  
  The sales manager reached out to me and apologized for the service that I had previously received. From that point the service was great and the sales manager resolved the situation for me by coordinating a rental vehicle for me and ensuring timely repair service for my vehicle. 
  
  Sincerely,
  
  ******** ******

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