ComplaintsforAuffenberg Ford O’Fallon

• 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,
  
  ******** ******

• Initial Complaint

  09/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a 2021 Ford Escape and it had a recall for safety. I also have a contract with them, my maintenance contract. I took it in at 9am and I had to have a neighbor to follow me up there and bring me back home. They called me at 2pm, they told me that they could not work on my car because an employee saw a bed bug in my car. I asked them what do I do about the recall on my car. They told me to take it home and spray the inside for bed bugs and when I finish bring it back to them. I went back later and left the car and my neighbor helped me again. They waited until 2pm and told me that they can't work on my car. They said my car has to be sprayed before they could work on my car. I called around to all the pest control companies. They told me it would be too strong to spray inside my car. So anyway, I am stuck and don't know what to do about it. My car could catch fire. They are breaching a contract with me. So, I don't know what to do. I waited a couple weeks to hear from Ford but I didn't so now I am calling the Better Business Bureau. My resolution is to get the recall fixed on my car and to have them honor the maintenance contract I have with them.

  Business response

  09/11/2023

  Mr. ******'s recent actions have resulted in both lost wages and monetary damages for our organization. We believe that this matter should be treated with utmost seriousness, particularly concerning the health and safety of our employees. It is essential that Mr. ****** also acknowledges the gravity of the situation, given that it poses an unwelcome and potentially hazardous health risk to anyone who might come into contact with his vehicle.
  
  We would be ready to commence work on Mr. ******'s vehicle once he provides proof of having taken appropriate steps to address his bed bug problem.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i purchased my vehicle in aug of 2022. here we are a year later and i still have yet to receive the paper work/title to be able to register/drive my vehicle

  Business response

  08/28/2023

  We have reached out to *** ****** with an update and a solution and look forward to working with him to get this resolved. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used car on 9 June 2023, and i thought the original price of the car was around $22,000. And the finance manager added on extended warranty and gap insurance which I asked him to remove, i haven't received any documentation showing that it has been removed. I also asked the finance manager about the ceramic package that the salesman was talking about. He told me i would have to talk ***********. I talked to *********** one time and he said that a ceramic finish was put on the car when i brought it . I want the $998 removed from my contract .

  Business response

  07/12/2023

  ***************** was offered an optional paint protection for $995. When he declined the protection it was removed and he was never charged for it. ****************** chose to purchase a service contract, gap, and prepaid maintenance. Those have been cancelled at his request. The refund for those products will be sent to his lienholder and will be applied to the balance of his loan. It can take up to 6 weeks for the cancellations to be processed and for the lienholder to apply funds. All of ****************** concerns and requests have been addressed. 
  
  ***********************
  General Manager
  

  Customer response

  07/17/2023

  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.
  
  Sincerely,
  
  Rev *****************************

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my vehicle from Auffenberg Ford on 12/31/2022. The back driver side tire was low upon purchase, but it was stated to me that the vehicle would go though the maintenance department; before I left with it. The service department neglected to do anything & sent the vehicle out with the service indicator light still on. There is a 2 year warranty on the vehicle, purchased through the dealership. Within the first week, the transmission failed. The dealership called to ask me how the vehicle was doing & I stated that the tire wasn't replaced & the transmission was failing. They scheduled an appointment & their technician ****** flushed the transmission, stating that this would fix the problem. ****** charged me, even though I had the warranty. I had to fight with the manager **** ******, to get a refund. After much fight on my part, they finally replaced the transmission with a used one. It took over a month & they returned my vehicle with damages & no gas. The transmission is still covered under my original warranty & the replacement has a 2 year warranty, as well. The dealership continues to contact me & I have let them know the transmission is again failing. They claim they have contacted their service manager *** ****** to contact me to do repairs. *** has never called me & I suppose is refusing to do repairs. I'm asking for the return of my warranty, that my vehicle be fixed properly without being retuned with trim & seats, etc. cut, license plate bracket busted, etc. (damages like it came back with when original repair was done), or that they pay for a warranty elsewhere; so that my vehicle can stay properly maintained. They did not honor my warranty & their "honesty policy" is a lie.

  Business response

  05/08/2023

  The vehicle was purchased on 12/22/21 with a warranty.   Shortly after her purchase she began having issues with her transmission and the transmission was replaced for her at that time.  We have reached out to Ms. ******* to assist her in setting up her appointment to have her vehicle repaired again.   We also agreed to pay her deductible for the extended warranty that was purchased.

  Customer response

  05/16/2023

  Complaint: ********
  
  I am rejecting this response because: The date of purchase is wrong that they stated.  They never offered to pay my deductible. I went in today and they told me that I did need a new transmission, but the only person who could assist me was *** ****** who conveniently was not there.  This has been going on from Day 1.  I feel they are intentional stringing me along and they feel as if they can do what they want and not be held accountable for their actions.
  
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a truck from them back in may 2021 so two years ago, but I been trying to trade it in for the last year and found out the truck is from ****** and that is why I couldn't get my A/C and heat from C to F.I also found out I could only use my warranty at there location or I would be charged at other places. I been trying to cancel my warranty as I no longer need them because I will not be going back to that location and they won't return any of my calls or emails. I feel I got played over and they just took my money.They didn't tell me this is a ****** truck and that it would be hard to trade it in, nor did they tell me the warranty was good though them only unless I wanted to pay a fee. I am not happy with this play at all.

  Business response

  05/05/2023

  We apologize for any difficulty in reaching a finance manager. One will be reaching out to ********** immediately to help in any way they can and to clear up any confusion on coverages. The service contract purchased can be used at any ASE certified shop. It does not need to be brought back to us for covered repairs. Looking through the documents, it was disclosed at the time of sale that the vehicle was prior ********. Ive attached the Carfax with Ms. **** signature. Right below the signature it shows the vehicle was registered new in ******. We would be happy to get a trade number for the vehicle based off current market value. Please stop in to have it appraised.

  Customer response

  05/05/2023

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They ran my credit without my knowledge. I’m not sure how they got my information and when I called them. They can’t explain why they ran my credit. I’ve been on the phone for hours trying to get to the bottom of this.

  Business response

  04/26/2023

  Ms. ******** submitted a credit application via our secure online application portal. She then visited our dealership where we worked to secure financing for her preferred vehicle. Unfortunately, we were unable to come to an agreement. If Ms. ******** has further questions or would like to explore her financing options, please let us know.

  Customer response

  04/27/2023

  Complaint: ********
  
  I am rejecting this response because: What they are saying is not correct I did an application online with Nissan Financial Only.  I never gave them permission at the dealereship to do anything. When i started getting the notifications that my credit was being ran. I asked the salesman why are they running my credit and they said they were trying to find me the best interest rates.  I never asked them that.  I received from them saying my application with Nissan was approved and I could come pick the vehicle up. I thought I was already approved.  Auffenberg is a Scam and they will do anything to sell a car even if is unethical.  I worked to hard to build my credit.  I couldve went to my credit union before I allowed them to run my credit.  I called the dealership they were rude to talk to a manage before reaching out to you.
  
  
  
  Sincerely,
  
  ***** ********

  Business response

  05/05/2023

  Ms. ******** application was processed in accordance with the terms and conditions that she agreed to upon submission.

• Initial Complaint

  04/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a **** **** **** ******** Sept 9, 2022 (********** **** ** ******** **). Returned vehicle to dealership 4 times (9/16/22, 9/21/22, 9/30/22, 10/17/22) for major play in the hood during highway driving, windy days, and over bumps in the road. Hood was adjusted each time and vehicle returned to me with same issue. Was actually told at one point that the movement was normal in the hood because of the hood material (aluminum), though the issue hasn't been reported by others. Contacted the **** customer service office and was told to take it to another dealership. I did this twice (1/21/23, 2/21/23). The 2nd dealership (******** **** ** *** ***** **) remounted the hood and told me that there was nothing further they could do, that I should take it back to the dealership I purchased it from so they should resolve the issue by replacing the vehicle. A buy back (Lemon Law) package was submitted to **** customer service and was denied for lack of documentation - the original dealership did not document their efforts to address the issue. Only 3 repair orders are available for the total 6 times the vehicle was sent in for the same issue. The hood movement remains excessive, with no resolution to date.

  Customer response

  04/03/2023

  Additional documentation -attachments

   

  Business response

  04/05/2023

  We are sorry to hear that *** ***** has found no resolution with her concern. As previously documented and duplicated on a like vehicle her concern is consistent with other like vehicles. As it is not a matter of adjustment, or a factory defect, unfortunately there will be no way for us to assist her in her quest to reach a repair in this matter. Her next course of action would be to reach out to **** ******** ******* ** ***************

  Customer response

  04/11/2023

  Complaint: ********
  
  I am rejecting this response because:  As per the email trail attached to the original complaint, I have been in contact with the **** ******** ******** with a recent case # ** ********************  The original buy back packet (also attached to the original complaint) was denied due to a lack of documentation on the part of the dealership.  I want the **** company (doesn't matter who/where) to take responsibility for their loose hood and give me the chance to replace the vehicle.  If this is an issue with other like vehicles, perhaps they should look at the design of the hood or the material they use for it.  When I drive down a highway and the wind hits the front of the vehicle just right, the entire hood flutters up against the latch.  I have driven **** vehicles for many years and have never had a hood that moved as much as this one does. Hopefully nothing terrible needs to happen to a vehicle owner before the company decides this is worth their attention/action.  
  
  
  
  Sincerely,
  
  ********* *****

  Business response

  04/11/2023

  This complaint is now between the customer and **** ***** ********

• Initial Complaint

  04/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/21/2022 I purchased a 2014 Kia ******* from Auffenberg. The same day I drove it off the lot it overheated. When I took it back to the dealership they said the cap on my coolant reservoir had simply popped open. They kept it for the evening and put new coolant in it, but topping off the fluid was the full extent of their efforts. I picked it up that night and drove less than 15 miles down the road before it began overheating again. I turned the car off on the side of the road and let it cool when I started it back up and ran less then 5 miles the car blew a head gasket. After some push back I managed to have auffenberg pick it up from where it had broken down. They were obviously unable to repair the issue so they had to install a new (used) motor. They kept the vehicle for about 3 weeks and were kind enough to provide us a loaner for most of that time. However, almost immediately after getting my car back I have had a slow oil leak. The engine has thrown multiple codes for bad O2 sensor and such but because my 7 day warranty was up I took it to a mechanic for diagnostics only. He decided that I had a rear seal leak and determined that when the new engine was installed Auffenberg failed to put new seals on it. I have called to request a service appointment countless times and my call has been answered 3 times, I have used Auffenberg's automated messages to request service history as well as a service appointment, and now to speak to a manager. Every time I have provided email and phone number and have been promised a call within a day or two and have not received any contact. While driving recently my vehicle locked up and the oil pressure light came on before breaking down and failing to start on the side of the highway. I called the service department multiple times and received no answer. I have once again used the automated message and given my phone number and received no response from the manager as promised.

  Business response

  04/06/2023

  We are sorry to hear of the trouble you are having with your vehicle. We go to great lengths to ensure our vehicle are as right as they can be for our customers, And it sounds as if we tried to do just that for you as well when we replaced the motor at no cost. If you would like us to look at your vehicle, we are certainly happy to do so. And if you did take advantage of the extended protection offered then it very well may be covered and if not, we would be willing to pass on dealer cost for repairs to help minimize the costs. Thank you again for your business and we look forward to working with you to help resolve the issue you are having with your vehicle. 

  Customer response

  04/07/2023

  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.
  
  Sincerely,
  
  *************************

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