ComplaintsforCar Castle

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 3rd, 2024 Car Castle in **** IL sold me a 2010 GMC Terrain, telling me theres no problems to be expected and that everything was up to date. Fast forward to August 7th -not even 70 days after purchase- my car shut down in the middle of *******************, putting my life in danger with busy traffic approaching while my car was stuck, making clanking noises while trying to push on the gas. When taken to ****** Auto Shop on 81st and ******, I was later told it needed to be towed to a shop that works on transmissions. This inspection cost me around $82 on August 7th. Not even 70 days after purchasing, my transfer case on the transmission was shot. Along with the mount inside the transmission, putting my bill at over $3,000. The car was purchased for roughly $8,000 in June. When towed to AAMCO in **********, they were able to fix the part in a few days, however, the mechanic I spoke with said theres probable cause that the vehicle had damage when sold to me in June and the dealership likely knew about it due to the transmission fluid being incredibly burnt. This incident not only put my life in danger, however when I called Car Castle in **** IL to report this matter, the man I spoke with had zero remorse for what had happened and told me they wont do anything to help fix the matter. However, this incident was no accident. Car Castle needs to be held responsible for the broken transmission in which they sold to me.

  Business response

  08/22/2024

  See attached

• Initial Complaint

  05/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The car was purchased on.April april twenty fourth of this year. The total amount of purchase was ******* This was my son's very first vehicle.He found online.They Tested it out and purchased. On the way home engine lights started coming on and loud noises came from the vehicle. I tried contacting the business because I am his father and he is only eighteen. They immediately got defensive and rude. Because I had the nerve to call and complain about selling my son and unsafe vehicle. They completely blocked me from any messaging emails or phone calls. And today is may twelve and the car is now not drivable at all. I just don't want his first car. Experienced to be this bad and really if they can just fix it.I would be happy. We found they told us. Multiple lies about the vehicle and feel this business should not be treating customers like this even if it is a used car lot. I totally get as is but this is ridiculous. Unfortunately I cannot afford to take this matter to court. And would just like to see them fix it or get him something else.That is at least safe to drive on the roads through dealer standards.

  Business response

  05/31/2024

  Please see attached

  Customer response

  06/03/2024

   
  Complaint: 21701144
  
  I am rejecting this response because: I never received any message from anyone saying just return the car. I had someone that wanted to argue with me.And all I want to do is either get this one fixed Or replaced. I never asked for a more expensive car. For the same price I Would have been more than happy to pay more for a better vehicle since I was unable to come with him in his mom. Sorry it's been one month since he purchased this and has never even really gotten to drive it and put another extra three thousand dollars in it and it's still done. I don't mean to be a third party but i'm looking after my son. I even.

   Asked you to contact him and he received no calls. And I tried calling back to get it worked out and all my calls were blocked.
  

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

  Business response

  06/13/2024

  I just saw where the BBB said I had not responded, please see my response from June 3rd, 2024. Since this complainant never bought any car from our Dealership, and we did give an answer. I feel this case is closed

   

   

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bought a car in good faith. Took it to a mecanic and was told not to drive it as it is unsafe. Contaced dealer and they said I could not return the car. The frame is rotted away. Brakes lines are not properly repaired.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a car from car castle, which is located at ****************************************************************** and 5 10 23. It came time for the emissions test and the car had failed. Prior to buying the car, we did let them know. And they did supposedly fix issues that were wrong with the car. Since then, we have not had a check engine light on. Since they supposedly fixed the car, we told them we wanted to make sure that the car would pass the emissions testing. They said that it would while it didn't and we went there and talked to them about it. They were very nasty rude. And told us that we had to pay thousands of dollars for them to fix it that it wasn't their problem the mans name was *** and then hung up on **** do not think this is fair because the issues that are wrong due to the emissions test are those that we had told them We already paid out over $5300on the car and still owe over a year on it.All I asked them is if they could fix it.So it could pass the admissions test and they said it was our problem not theirs All we want is to be able to get the plates for the car And them to stand up for their word that it would pass the emissions mission test which it did not And then another thing that *** told us that if we had the title, he would exchange the title. Because we still owe one more year on the car. A car that we cannot get a renewal sticker on our plates for because they did not fix the car in the first place like they Told us they did. I think that they just unplug the check engine light. So it wouldn't come back on because if it would've came back and we would've had the issues repaired and known about them.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a car paid cash, had an agreement to bring it to be inspected and if anything as wrong hey would fix it. Put almost 2k into the car plugs because there was a misfire. rear shock was not attached. Battery was bad, tires had less than 3mm on it. then I get told by my inspection that the transmission was bad needs bearing. they bought the car back ******************* told me to go to a different dealer and that I should not have registered the car. They refused to give me the difference, even though I had recites. To top it off I only asked them to fix the transmission as I paid for the other stuff. I have contacted and attorney and the attorney general office and am filing a claim. do not buy from thease people.

  Business response

  03/28/2024

  Please see attached response. 

  Customer response

  03/28/2024

   
  Complaint: 21476772
  
  I am rejecting this response because:
  The purchase happened on 3/7 you were notified on 3/12 at your dealer and I ahvw the email after talking to *******. your company schedualed an appt to look at it on 3/18 because the mechanic was out. On 3/20 you told me to buy back the auto after I received the title in the mail and on 3/23 it was returned. All can be verified via email within the 15 days. 
  Sincerely,
  
  *********************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/37/2024, I purchased a vehicle from car castle in **** ********. The sticker and the ad said that it was a 2011 Cadillac S.U.V with a hundred and thirty one thousand miles on it I paid four thousand dollars cash for this vehicle.On February 24th, The check engine light came on.So we had it scanned.This showed that it was misfiring on all six cylinders and that it was really a two thousand and five and had two hundred and twenty nine thousand miles on it.That is a big difference six years and over a hundred thousand mile difference.My car stopped working last night on my way home from church. It got told today to my mechanic.I drove from ********* to ******** to find a vehicle and they lied to me/mislead me, The year and miles of the vehicle.I don't trust them to repair the vehicle.Nor do I want to have to drive all the way to ******** to have them lie to me more.I want them to pay for the repair of the car And apologize in writing about this situation, if not refund me full or partial for this vehicle.I am hurt by the lies.We even asked them if there was anything wrong with the vehicle and they said no we don't see anything.We were at the other car castle a couple miles down the road on friday night and then on saturday most of the day- we drove down to the one in zion where we purchased this vehicle.They need to be stopped. They need to stop misleading and buyers.

  Business response

  03/11/2024

  Please see attachment

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased this car and they told me they had to.charge me an additional 1000 because the load credit acceptance had to charge me because my credit was bad. So once I called credit acceptance they said no we do not do that. CREDIT ACCEPTANCE CALLED THE DEALERSHIP THE DEALERSHIP TOLD CREDIT ACCEPTANCE THAT THEY DID WORK IN THE ***** WHICH THEY DIDNT IF THEY DID WHERE IS MY PAPERWORK ALSO SOME OF THE THINGS THEY LISTED WAS THINGS I HAD TO DO THE OTHER THINGS NEVER WAS DONE PLEASE HELP ME IM NOT SURE WHO ELSE TO TURN TO 1000$ IS NOT ALOT TO MOST BUT TO ME ITS A LOT.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  So I bought a vehicle from this company and during the first week after buying the vehicle something happened to the undercarriage of the vehicle where it put my life in danger the brakes somehow went out and something became a lose now I have the same problem on the opposite side of the vehicle and they are unwilling to help after they said they would....

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This car dealership is selling defective cars to the public. They are not safe for driving and there are a plethora of reviews highlighting their dishonest practices. When my mechanic looked at the car, he stated it was the worst car he had ever seen and it would not even pass emissions. It is not safe to continue driving. As a buyer I was not able to notice all the problems. I took the car back to ask them to fix it and they lied and didn't even touch the car even though it was there for 2 weeks. I believe a thorough review of the quality of cars and business practices would result in them in major violation of many safety ************* regarding the safe sale of vehicles. Also, when I took the car for oil change to ********** in Zion, they stated they see many cars from Car Castle that are in horrible condition and recommended never to buy there. However, it was too late for me. I would just like a refund for my car and for them to be thoroughly inspected for their dishonest business practices and car sales.

  Business response

  08/05/2023

  **************** purchased this used car mouths ago with full knowledge of any problems the car may have had, we showed **************** the car. he drove it and inspected the car and made the decision to buy, He signed an acknowledgment that he knew of any and all defects the car may have had.  

  We have not heard anything from **************** about any of this, until today here on this BBB website.

  Should there have been a problem he should have called our company rather than traveling to many different places to speck about this.

   

  Customer response

  08/06/2023

   
  Complaint: 20425185
  
  I am rejecting this response because: Though I signed an acknowledgement form I had no way of knowing the full extent of the poor condition of the car. Only after I had a mechanic lift the car and inspect from the bottom was I made aware of sheet metal screws holding vital components of the car together along with wires that were completely detached from anything. With regards to not hearing anything until seeing a message on BBB the dealer is blatantly lying. I can prove with phone logs that I spoke on the phone with the manager named ***. I brought the car in and he told me he would have repaired the missing wheel guard that is completely missing and properly attached the *** that is screwed in with sheet metal screws and rubbing against the wheel. I also can prove we spoke on the phone about the car the day I picked it up and found they had not even touched the car to repair anything. Therefore, *** has lied about repairing the car and now he is lying to the BBB about knowing the car had major issues that needed repair when it was just in his shop a few days ago. 

  The car is so undrivable it has just been sitting in my driveway since I bought it. I am afraid to drive it on the road. Also, Car Castle customer service is so poor I can NEVER get anyone on the phone when I called to express concerns about the car initially. That is why I drove in to visit **** *** and Car Castle must be held accountable for selling dangerously defective cars to the community. I have attached pictures to show how dangerously defected the car is and how Car Castle made no effort make the car minimally safe. I also added the report from my mechanic of how poor condition the vehicle is in. I am an untrained consumer. I had no way of knowing all of these defects existed. I would simply like a refund. 

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

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from Car Castle, a used car delaership ****. It seemed to drive well during the test drive but when I brought it back to fill out the purchase paperwork I noticed it was leasking transmission fluid onto the ground. I immediately told them to cancel the purchase and I did not want the vehicle if it had problems. They said it was just a hose and replaced it, no more leak. We proceeded with the purchase and I drove the vehicle home. It was not driven for 1 day, just sat in the driveway as I was off work that day, but when I drove to work on Sunday it began to knock and shake real bad. Took it back to them on Tuesday, as Monday was Memorial Day to have them check it out. They immediately began to sidestep any type of fix or repair on the car, saying it was sold "as-is" howeer at the time of purchase I was told they "wouldnt leave me hanging" if something were to go wrong. They insisted the problem was simply spark plug and air filter replacement, which I had them do for parts cost, which ended up being around $100. After leaving the dealership, it was worse than before, so I turned right around and took it back and told them that didnt fix it.. they then told me it needed coil packs for a cost of $395, but they would put it in for no labor charge. I didnt have 400 to spend on the part from them, so I purchased the part from Oriley Auto for $240 and they assured me they would install it once it arrived to the store since they had non in stock at Oriley.. Once the part arrived they refused to install it, they refuse to refund my purchase cost, and they refuse to do anything more, claiming the car was "as-is" and its "your problem now". the car is barely driveable, and doing so will ruin the engine even further. Took it to a mechanic and he said its most likely a timing chain issue, which is not an easy or cheap repair, looking at $2000 easy with part and labor.. this is a not a problem that occurs suddenly, there is no was they were not aware at sale.

  Business response

  06/22/2023

  **************** did purchase a 19-year-old used car from ** with over ******* miles on it. On the day of the transaction the car did show some oil leakage, and we did change a hose at ******************* request.  We also explained to *************** that the car had an oil leak along with other items that might need repair or replacing soon. Mr. ******* understood this, at lease he signed a statement to that effect. We did not mislead or promise anything with the sale of this car, As for as ******************* request we do repairs on his car, we are not in a procession to make repairs for him.  

*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. ↩