ComplaintsforAuffenberg Ford O’Fallon

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Flex on Saturday, 6/18 and was assured by ******, the salesman that the Flex had been thoroughly checked in the shop. We specifically verified this about the air conditioning. On Monday, 6/20 sometime between 10 and 12 the air pretty much stopped working. I called ********** and left a voicemail when I returned home from work and received no call back. When I called again on Tuesday, 6/21, the shop told me I would have to contact my salesman for the Flex to be fixed at no charge. I emailed ****** and he called me back and said to come in and he could get it fixed today, this was 9:58 am today. I told him I was having to leave work, an hour away, and take time off for this trip and he confirmed it would be fixed today. I arrived at the dealership a little after 1 pm. ****** sat in my vehicle for 30 seconds to confirm the air was out and said it would need an ac charge. This had to be done by an appointment only and only he could schedule it. For that appointment I was to come to the dealership and an employee would drive my car to be fixed and back? No info on the "shop" and I am just supposed to trust a stranger to be driving my car to who knows where. Basically he knowingly lied in having me waist time and gas as it couldn't be fixed today and most likely wouldn't be until next week, which means more loss of money from time off work. I could have come after work if he had been honest, and there really was no reason to go in if it cannot be fixed without an appointment. The ac issues are bad enough, before adding on the lies from the salesman. It is now 4:22 pm and I still have no appointment, essentially nothing has been done about the ac being broken. I emailed ****** ******, the gm, and **** ********** at 3:20 and have not heard back from either of them. I want the ac fixed this week, even if I have to take it to another shop and have ********** pay the bill.

  Business response

  06/30/2022

  We have said yes to every request Mrs. ***** has made with no push back on our end. When we found out the AC wasn't blowing cold we told her immediately that we would fix it. When she asked for a loaner car we offered her a brand new car to drive while waiting on parts to come in for the repair. We even offered to let her return the vehicle with a full refund. Her frustration with the air conditioning not working is understandable but with parts needing to be ordered we can only work so fast. We have made every effort possible to reduce any inconveniences for her. There was an issue with getting in touch with Mrs. *****. The number she gave us to contact her is a disconnected number so the lack of communication was not due to a lack of trying. There were many attempts to contact by phone and email. We will continue to work on getting her air conditioning repaired and will deliver it to her at home or work when complete if she would like. 
  
  ****** *****
  General Manager

  Customer response

  06/30/2022

  Complaint: ********
  
  
  I am rejecting this response because: First, I updated my phone number 4 times with different people. The lack of communication is on the dealership and the inability to update their records. I was told no by the salesman about a rental. The first manager who responded said they made an appointment to fix the car and that was it. I had to fight for a rental. Then I was never told I had to be in by 6 to pick it up, which delayed me getting the rental. The rental, while I was happy to have it, wasnt the 7 seat vehicle I was told by management I would get, it was filthy, smelled and was within 40 miles of empty when I received it. My car wasnt done the day of the appointment and I only found this out because I called and emailed the staff more than once. If I hadn't, I would have waisted another trip to the dealership. This is horrible customer service in every aspect of purchasing this vehicle.
  
  
  
  
  Sincerely,
  
  
  ******** *****

  Customer response

  07/01/2022

  I responded to the business reply earlier. However, I picked my flex up today and the air was not fixed. When ***** called me back almost 2 hours later I got I'm sorry and he fixes his mistakes but nothing. Also, I was never offered to have the vehicle delivered to me at all. So that's a bold faced lie in the response from the business.
  

  Business response

  07/05/2022

  Customer has been in a loaner vehicle for the past 5 days while her vehicle was in our shop. Air conditioning is now fixed and customer has stated she is satisfied.

  Customer response

  07/05/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  First the rental was an ********** loaner. Yes it was new, but it's the same one everyone gets, so it wasnt a favor for me. I was never offered to have the vehicle brought to me at home or work like was stated in the last message.The ac WAS NOT fixed by ********** even though they kept it an extra day. I am in no way satisfied. When I called back saying it wasnt fixed the same night I picked it up, I was basically told there was nothing further they would do. I had to take it to another shop and pay out of pocket to have it fixed myself. I have contacted the sales manager ***** to ask about the money back $2,567 for tire protection, oil changes, and key coverage as I have no intention of ever going to back to **********. I have yet to hear back after 3 full days. At this point I would be happy to get the $2567 back since I had to pay out of pocket for the ac that they didnt fix like they claim to have done. The messages are basically lies from the company.
  
  
  Sincerely,
  
  
  ******** *****

  Business response

  07/11/2022

  We told Ms. ***** that we would fix her a/c right after finding out it stopped working again on her drive home.  She decided to take it to her mechanic.  I have requested the invoice from her mechanic.  I let her know that we can cancel her service contracts and reimburse her for the mechanic. 

   

  ***** ****

  Sales Manager

  Customer response

  07/14/2022

  Complaint: ********
  
  
  I am rejecting this response because:I was fed more of the I'm sorry we fix our mistakes and that was it when I told ***** it wasnt working still. I told him I would be taking it to my mechanic when no offer to fix it was made. They made no offer to pay for it until after I requested it be paid for along with a refund for the warranties in this complaint and email per my attorneys directions. Per my mechanic it just needed freon which proves it was not even looked at by the ********** shop despite them keeping the flex another day.I have been responsible for the payment delay due to a family death, I have not been in town. All the needed forms will be submitted this evening.I am hoping the payment to the finance company for fees and the shop reimbursement to me will be done by next week.
  
  
  
  
  Sincerely,
  
  
  ******** *****

• Initial Complaint

  05/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car purchased at Auffenberg, June 2020, was totaled on 1 Feb 2022. There was a warranty package purchased through Auffenberg at the time of the loan. Since the car has been totaled I have asked that the warranty be canceled. Auffenberg has responded several times that the warranty would be cancelled but this has not occurred. I continue to have the monthly payment taken out of my account through a third party warranty company and no refund for the last several months. I am seeking the refund of the warranty payments for the last 3-4 months and a stop to monthly withdrawal from my personal account.

  Business response

  05/27/2022

  Ms. *****'s requested products have been cancelled and the unused portion refunded according to the terms of the contract.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yes I purchased a 2010 BMW X5 with this dealership used car department. The car needed a radiator so I purchased the car without test driving it. They told me that I have a 30 day warranty or certain amount of 10000 miles and once I get the car if I don’t like it the way that it rode they would return my purchase. I drove the car 5 days and it stopped on me. I called the dealership and they advised me to have the car towed to them and the would return my tow money and they did not return the money! When I went to talk to them and the sales manager told me he was not giving me a refund for the car because I had it for more than 7 days. I replied they had the car for the first 2 weeks. The sales manager advise me to get a lawyer because they do not refund money. The dealership called and said the car needed a starter, thermostat and water pump. I asked for a refund and was declined. They still have the car aNd I am paying on a loan and no vehicle. I have not heard from them. I am afraid that the motor will go out on this car next. They are not willing to work with me. After the treatment from the sales manager I do not wish to do business with them. I went to file a small claim case against them. In St. Clair county the limit is $10,000 the car was more than that. I am going to you for help before contacting an attorney. The bill is sale is in the car. The bank may have a copy of it.

  Business response

  05/18/2022

  Mr. ****** vehicle was repaired at no cost to him, and he was reimbursed for the cost to tow the vehicle. Please let me know if I can be of further assistance.

   

  **** *******

  Sales Manager

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went there for a car i seen online, a 2016 Challenger. To start they were rude, ran out of gas on test drive, and after they found i had my own financing they got very difficult to deal with. On 3/23, 2 days after purchasing car from Dealership, I noticed a wobble in reverse gear. I am an ASE certified technician for Goodyear, so i took the car to where i work to check it out. I find that the driveshaft is bad and car cannot be safely driven. I immediately notify my sales person. He said he would tell his manager, which took another three days before they contacted me. They want me to 100+ miles with a bad driveshaft, very dangerous, to their service department. I told them the issue, sent salesperson a video. They still are telling me to drive car to them. They refuse to come and get car or make any attempt to fix the car I just paid 30k for. The manager was rude and acted like it wasn't his problem. I have only finance paperwork and asked for copy of buyers guide 3 days ago and still have not received it. I notified them of issue on 3/24 and still have no resolve. I have tried multiple times to contact General Manager and have not heard from them either. I have offered several solutions to satisfy my issue, but they tell me to drive an unsafe car over 100 miles to there service department. After all the issues I had with them buying the car, and now they do not want to fix what should have been found by their technician. I do not want them to repair my car, I have no trust in their technicians. I would like the car repaired at a local shop. I offered that option to them and they refused. I offered for them just to send me the part and I will fix it, they refused that as well. I have tried to work with them but they really do not care about customer or service after the sale!

  Business response

  04/04/2022

  We always do our best to stand behind our vehicles and make needed repairs to issues that arise shortly after purchase. In this case it was made difficult because the customer lives out of state. After speaking with Mr. ***** we have come to the mutual agreement that we will cover the cost of the driveshaft and he, an ASE certified technician, will handle the installation. A check will be sent out to him to cover the parts cost. I believe we have worked through the misunderstanding and all issues have been resolved.

  ****** *****

  General Manager

  Customer response

  04/06/2022

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

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck from Auffenberg Ford in O'Fallon, IL in September of 2020. I put 12K miles on the vehicle in 7 months before the vehicle needed to be repaired. At that time I did not have the money for the repairs so I placed the car in the garage and saved up for 6 months to have the truck fixed. I took the truck back to Auffenberg for a diagnoses and repairs. They informed me that the repairs I needed to make my truck functional would cost $6100.00 . I OK'd the repairs. A week later they informed me that they had made the repairs. They also informed me that the repairs that were made were not enough to make the truck functional and that I would actually need a new engine. They offered to replace the engine for $20,000.00 . I informed them that I did not have the money for such a costly repair and I'd just like my truck returned. They have refused to return my Truck unless I pay the $6100.00 repair bill. They have subsequently reduced their demands to $2500 for the return of my truck. Auffenberg assured me that my truck would be fixed for $6100, if they would have lived up to their word I would gladly pay. But I should not be forced to pay anything accept the $169 cost of the diagnostics. Its Auffenbergs responsibility to properly diagnose and repair customer vehicles. No customer should be forced to pay for their misdiagnoses and mistakes.

  Business response

  12/27/2021

  Mr ******** brought his vehicle in after being diagnosed elsewhere. Both our diagnosis and the other repair facilities diagnosis was in-line and recommending the same repairs. Once approving the recommended repairs, we proceeded to disassemble and replace components that have failed and found additional failed hard parts in the process. These items are suspected to be the primary failed components and have no way of forecasting additional internal damage that has occurred. We proceeded, with approval, to replace the additional parts. Once completed, we were able to drive the vehicle for a short period of time before we started having drivability concerns return. We now suspect further damage related to the failure of the original components. Injector failure and rocker arm failure are believed to have lead to an over fueling issue, causing internal damage to cylinder walls. We are not able to verify how long the vehicle was driven under the failed condition or forecast the additional damage to the engine. The original failed components would have masked any additional problems and had to be resolved before any other issues could be identified. We understand the nature of the repair is not ideal, and places Mr ******** in a bad position. We have attempted to assist him in costs associated with the repairs, to no avail.
  The bill has been adjusted to $2500 which would be his share of the repair for the parts utilized to get to where we are currently sit. The service department would assume the labor cost associated in assistance with his situation.
  Sales has offered to assume the service bill of $2500 and give him $7000 for his truck in the current state, if he was to trade his truck in for a vehicle with us.
  Sales has offered $7000 for his truck in current state for an outright purchase if he was able to supply a title. He would still be responsible for a $2500 service bill.
  
  
  We have been understanding of the position that Mr ******** is in and have been attempting to assist him with his situation. We have extended offerings that may not be ideal for Mr ********, but it is far and above fair for him, and the best assistance that we can offer. The additional damage is internal to the engine and could not be expected or prepared for based off of the data that was present and the verified failed components. While Mr ******** mentions misdiagnosis and mistakes are the issue, he had hard parts that failed and caused additional damage that could not be forecasted or identified until the failed parts were replaced.

   

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

  Service Manager

  Customer response

  12/27/2021

  Complaint: ********
  
  I am rejecting this response because:
  The notion that the only way you could tell that the engine was no good is to put over $2000 worth of new parts on it is absurd. I did not take my truck to any other shop for diagnosis. I took it only to autozone for a reading of the error code. I have subsequently consulted with three other shops and they all agree that they would charge a fee between 600 and 1000 to brake down and analyze the engine to see if the problematic 6.4 could be repaired before they put any new parts on it. Auffenberg was led by their greed to pad the ticket and charge the max made mistakes and the consumer should not be forced to pay for them.
  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  12/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12/13/2021 $43.00 Automobile repair Fail to give poof to my warranty company for necessary repair. Invoice # ****** On December 13, 2021, I dropped my automobile off at AUFFENBERG FORD in O'Fallon, IL. where I initially purchased it, for warranty work. I was first told by Tyler my service advisor and Service Manager Troy, their could not hear the knocking noise coming from my truck's engine. After my truck ran for a short time their agree their could hear the sound. I was then told by Troy there was no automobile available to rent and they could not drop me off in Saint Louis at my residence. But after I spoke with my warranty company. Tyler my service advisor with Auffenberg in informed they had a rental that was just returned, and they need to clean it up first .Later when I was given the truck there were bird dropping all over it. The rental was there all time time, I just needed a white person from my warranty company to inquire concerning a rental. Base on the why I was treat today at Auffenberg Ford North, I believe this dealership is racist and discriminate against black.

  Business response

  12/16/2021

  The observable condition is outlined by a Ford technical service bulletin as a characteristic condition and no repairs are directed. Proceeding with any further diagnosis would result in high labor associated diagnosis, which would not be justified due to a published bulletin outlining the condition. The condition was able to be verified with a like model/engine truck which duplicated the complaint condition.

  We explored dropping off the vehicle at a time when he could have a friend or family member assist him in leaving the vehicle with us, this was not an option. Mr. ****** requested to be dropped off in St Louis, but the distance exceeds our local pick-up and drop-off availability.

  We are currently dealing with a widely documented, national vehicle shortage, which has impacted our rental vehicle availability. We did have a vehicle that was returned shortly after his arrival, which was used to assist him for the day. 

  He was not charged diagnosis for the tech’s time and only billed for the utilized rental vehicle.

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

  Service Manager

  Customer response

  12/16/2021

  Complaint: ********
  
  I am rejecting this response because: That were other avenues this dealership should taken to determine if engine damage is or have occurred. But since the dealership was forced to let me rent a car they was setup and had no intention to diagnose my truck correctly. They only main concern was for me to return the rental after 3 or 4 hours. I believed I could have be treated better if I was a white customer.  I was instruct by Troy to call my warranty company and instruct them to release my auto warranty to the dealership in Saint Louis., but to my understanding it is Auffenberg responsibility to release my auto. Since I'm dealing with a racist individual I would like my truck extend warranty be release to another Ford dealership in the Saint Louis area, because I will not be treated fairly.       
  
  
  
  Sincerely
  
  ******* ******

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 Chevey Cruise 10/26/21 by the 3rd day of purchase it broke down on me on the highway over heated so I had tow it back to the dealership Affenburg Ford in belleville IL it was the weekend so my car sat on the lot for 2 days until they open when they did open up Mon no one never contacted me about my car so I had to call them to see what was going on with my car first they told me they couldn't find my car then they said oh we got it I talked to *** on the phone and told he was gone have to talk to **** the man that sold me the car and **** would call me back I waited 5 hrs and no one never called me back so I called them I ended talking to *** again he is the service manager and he tried to tell he drove the car in the shop and there was nothing wrong with the car I told him so what you trying to say I had this car towed up there for nothing I told him the car was over heating and reducing speed they had played so many games with me I just told *** just give me my money back and he told me ok come up there when I got up there it was a total different story nobody knew anything *** told oh we found the problem with your car after all the games they played I told no I would like money back like you said over the phone of course he denied ever saying it I got upset because I knew they sold me a lemon I told *** I didn't want the car to make a long story short he told well we just want fix the car you can just use your extended warranty *** gave me back the keys with my car still over heating I'm still under Affenburg warranty they are suppose to fix my car I got home very frustrated my mom called they extended warranty company and the guy ****** told my Affenburg put a claim in without my permission and they sent me home with the car messed up they up there scamming people they make you get the extended warranty because they know the cars are no good I need my car fixed.

  Business response

  11/02/2021

  Mr ******** is leaving out key details to his interactions with us. He purchased the vehicle on October 26th with 136,290 miles on the odometer. At that time our 7 day or 150 mile return policy was explained to him. ******** had his vehicle towed in over the weekend and on Monday, November 1st our service department made multiple attempts to reach him at the number he provided us but were unsuccessful in getting him to answer. When he called in, from a different number than he provided, he spoke directly to our service manager ***. Once ******** told him what his vehicle was towed in for *** said he would diagnose the problem. While on this call ********s mother was screaming in the background that they wanted their money back. *** told them that is not up to him and he is unfamiliar with how that works and they would need to speak to their salesmen. 30 minutes later the mother called back in stating they hadn’t heard from their salesman yet so *** provided her with the name of the sales manager. Shortly after this call the ******** and his mother showed up to ***s office stating they were there to get their money back. He again explained that he is the service manager and does not handle that. They started yelling and screaming at *** all while recording the entire conversation. They suggested they all meet with **** ****, the sales manager, so they all walked over to the sales managers office in the next building. While walking over ******** and his mother were insulting and mocking *** while continuing to record him. They continued to demand their money back without listening while **** attempted to explain that they had put 630 miles on their vehicle and were well past the 150 miles allowed in their return policy but we would take care of the needed repair and provide them with a rental car. When they wouldn’t agree to that he offered to give them full trade credit for what they paid towards a different car and they again refused to calmly discuss any options available to them. At one point a friend of ********s joined in on the harassment and lunged at **** and had to be held back to prevent him from assaulting ****. At that point **** told them he was no longer continuing the conversation and him and *** walked away. ********, his mother, and their friend got in their car. A few minutes later they pulled back into the service drive and told *** again that they were there to get their money back. *** once again explained to them again that he is not the person who does that. *** asked the mother, who was continuing to record everything with her phone, to please stop recording him. At this point ******** started threatening to “take *** outside.” Another employee tried to intervene to diffuse the situation and ******** threatened him as well. At this point *** called the police. Once the police arrived *** explained the situation to the officer and told him he wanted ********, his mother, and his friend removed from the property. ******** then started asking for the rental car **** said he would give them while the vehicle was being repaired but after the way they treated him and his coworkers *** did not feel comfortable providing them one so the officer had them leave in the 2015 Chevy Cruze they were requesting a refund on.
  
  As far as the claim that we are scamming them by trying to charge the extended warranty company, that is untrue. It is company policy to submit claims outside our lot warranty to the extended service contract.
  
  Mr ******** was offered a full repair at no cost to him and a loaner vehicle while the repair was being made or a trade credit for the full amount of what he paid towards another in stock vehicle. If he would like to calmly reach out to *** ****** and **** **** and apologize for the harassment we would be willing to keep those options on the table. If he continues to act the way he has with the harassment and threats the police will be called if he visits the property again.

  ****** *****

  General Manager

  Customer response

  11/03/2021

  The last paragraph is a complete lie.  If they had offered another car we would have jumped on that. We would also have taken the offer of the repair and rental car, IF the shop manager had not reneged on the rental because, "we probably would not have brought it back".  He could not have been more offensive. 

  Customer response

  11/03/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  The last paragraph is a complete lie.  If they had offered another car we would have jumped on that. We would also have taken the offer of the repair and rental car, IF the shop manager had not reneged on the rental because, "we probably would not have brought it back".  He could not have been more offensive. 
  
  Sincerely,
  
  
  ******** ********

  
  

  Business response

  11/04/2021

  As stated in our initial response both of those options are still available to Mr ******** if he is willing to communicate calmly and professionally after he apologizes to the employees he threatened.
  
  If he chooses to pick another car he will have a trade credit applied to it in the amount he paid for the Cruze. If he would like us to fix his vehicle he will just need to bring his driver's license and full coverage insurance and we will get him set up with a rental while the repairs are being made.

  ****** *****

  General Manager

  Customer response

  11/08/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  
  
  Sincerely,
  
  
  ******** ********

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used 2019 Ford Fiesta on or about 7/10/2021 from Auffenberg Ford in Belleville IL. When I went to register the vehicle at the Missouri DMV, i was informed that the title had a lien on it and I would need a lien release. I contacted Aufengerg Ford that I need a lien release. They are giving me the run around and telling me it is in the mail. It has been almost two months.

  Business response

  09/02/2021

  We would like to thank Mr. ****** for his business and apologize for the inconvenience. We were awaiting some paperwork from the previous lienholder in order to send him the lien release. It was put in the mail as soon as we received it this week. We would invite Mr. ****** to contact us if he needs anything further.

  Dustin Baron

  General Manager

  Customer response

  09/03/2021

  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

  08/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a used dodge journey from there and found that the key to the lug nuts was not in the car. When I contacted them they had me come in only to tell me there was nothing they could do. If I buy a car I expect to be able to change the tires and had to pay a dealership to fix it. I would like to be reimbursed and get a new set of locking nuts and key.

  Business response

  08/31/2021

  We have reached out to Mr. ***** and apologized for the miscommunication. He was sent a check to reimburse him for having his locking lug nuts removed as well as a new set. If he has any questions in the future, please do not hesitate to reach out.

  Dustin Baron

  General Manager

*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. ↩