Complaints

This profile includes complaints for Sterling Automotive Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sterling Automotive Group, Inc.

  5504 I-49 North Service Rd Opelousas, LA 70570

  
• 

  Sterling Automotive Group, Inc.

  PO Box 2569 Opelousas, LA 70571-2569

  

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:05/31/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  My name is ********* *******, I have been having problems with Sterling Ford in Opelousas. I noticed after several oil changes that my truck had an oil leak. They messed up the skirt (a protection for the oil pan) and I had to tie it up. They wanted Me to pay for a new one! up. A couple of times when I came back and noticed it was leaking oil. I called them and they said bring it back they will change it. Sterling told me that I needed to change the oil pan. Parts and labor would be $1300 plus tax. I bought a pan and I brought my truck to a mechanic and he told me that they are not putting the wash over the bolt and he put one and the oil stopped leaking. My next oil change they cross threaded the hole where the bolt goes in the oil pan and it was leaking again. To make a long story short on the May 24, 2024 I brought it to Sterling I arrived at 7 a.m and they finally told me at 10:30 am that they ordered a bolt from Oreillys and it didn’t screw in. They cross threaded it and it enlarged where the bolt was. I asked them what they were going to do. They told me I needed an oil pan. I have never changed the oil so why should I pay for something that they messed up. I asked for a rental and they told me they couldn’t do that. I had been waiting for 3 hours and I had to bring my son to work and they acted like they couldn’t give me one. My daughter had to come from work just to pick me up! She talked with the manager and was very upset. She asked them why they couldn’t give me a rental, at first they acted like they couldn’t give one then they said they could do it. By that time my daughter told them that she was going to let me use her vehicle to bring her brother to work. I told them to deliver my truck to my house. They were supposed to deliver it that day. I called and the lady said it was on the truck. I called back after waiting 3 more hours and the man said the vehicle caught fire and he said no it caught it flat. They delivered it Monday!

  

  Business Response

  Date: 06/04/2024

  Good Morning

   

   

  This customer has a 2016 Ford F150 that he purchased brand new.  The customer is correct that he changes his oil with us, due to a program we ran back when he purchased it, that gives him lifetime oil changes.  The truck currently has over 348k miles.  The oil pan leak is due to the plug opening threads being wore out over time from all the oil changes he has done.  Being that the truck is over 8 years old and over 348k miles, this is just due to wear and use of the truck.  This would have happened at any other shop that performed that many oil changes on the truck over time.  Sterling will not cover to replace the oil pan but would be willing to give him a discount on parts and labor from regular retail pricing.  Please note this would be the first time Mr. ********* would purchase any services from us as he has only come in for free oil changes and never performs any other maintenance/services with Sterling.

   

   

  
  Thank you.

   

   

   

   

   

   

   

  **** *******

   

  Asst. General Manager

   

  Sterling Automotive Group, Inc.

   

  Cell-337-288-0358

   

  Customer Answer

  Date: 06/04/2024

  
  Complaint: 21785715
  
  I am rejecting this response because:
  I bought a 2003 F150 Supercrew from what was Bordelon and I changed my oil and I never cross threaded the bolts. I never needed a new oil pan after over 13 years. My daughter bought a Ford escape from Bordelon Motors I change the oil myself and never cross threaded the oil pan. I lay on the ground for both vehicles to change the oil. They can jack a vehicle up and walk underneath it. That has nothing to do with the miles! My daughter has been having her Escape for 16 years and it has almost 300k miles. That’s just an excuse! I reject this response! I see that they say that that’s all I do is get my oil change and nothing else I paid for a free oil change!! They are just mad that thats all I get done and are trying to get more money from me for their mistakes!
  
  
  ********* *******

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 February 2023, I completed a purchase for a 2017 GMC YUKON with Sterling Dodge of Opelousas,La. I was promised a 60,000 mile warranty on the used vehicle through the seller and only received a 25,000 mile warranty. In addition the lifters along with other engine failure went on on Sunday Nov 26 2023 I have only had this vehicle 9 months and I would like the dealership to either fix the broken parts or assist in repair monetarily. This is not the first time sterling has promised something and did not deliver. I also believe that they knew something was wrong with the vehilce before I purchased it. As in they halfway fixed the issue on trade in and did not disclose issues to me. I would like for them to assist with the repairs or invoke the lemon law. I am a single mother on a fixed income with 4 children. I need my vehicle for emergencies

  

  Business Response

  Date: 12/06/2023

  Good Morning

  For Mrs ******* complaint.  I have attached a copy of the warranty she purchased and signed with us stating the 2 years/25k mile coverage, whichever comes first.  I can only assume that in 9 months she must have driven more than the 25k miles and the warranty is expired?  Because if not the warranty she purchased should cover these repairs.  I checked in my shop for her car but it is not at our store at this time.  As for previous issues, I do not see that in our history.  When we took the car in on trade before selling it to her, we performed a used vehicle inspection and I can provide a copy of what we did to the car before selling it to her.  

   

  If she can bring the car to our GMC store in opelousas, we can look at it and see whats going on.  I guess my first question though is where has she brought it for diagnosis so far?  and how many miles is she currently at?

   

  Thank you

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair 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.

  On the date of 8/1/22 I took my car back to Sterling cause my car was bubbling under the hood my hood latch was broke and my steering wheel was very hard to turn my engine light came back as soon as I picked it up on 7/29/22 I paid a total of $1922.79 7/29 on 8/1/22 I took it back so they can figure out what they did wrong I did not have those issues before I took my car there and they never fixed the main issue I first brought it there for so I had to leave it there for over a month And was with no transportation I checked my car back in on 8/1/22 and on 8/3/22 they said the bubbling was cause my hvac housing need to be replaced my power steering pump was inoperable the hood latch was inoperable they reattached the hood latch cable the engine light was on thermostat and radiator cap need to be replaced the manager said the pump was inoperable when it came and that it a complete lie I never had no issues with my steering wheel they first told me the engine light was on cause oil pressure sensor shorted they remove intake and found cooler leaking coolant they replaced oil cooler and Intake gaskets&adapter when I originally bought it there they told me I needed a battery those were all extra repairs beside what I went there for which is the actuator and airbag recall they took my money on 7/29/22 total of 1922.79 and did not let me know of the other extra repairs until 8/3/22 my car stayed there on several occasions because of their negligence the first time I left it there the second time I left with it and was unaware about the power steering and the manager did in fact say he knew the power steering was bad when I first brought it there if he knew why didn’t he tell me like he told me of the other extra repairs I have my paperwork and records it points to them they are the only people that was servicing my car since I purchase it!! I had to get my car towed from there they told me not to tow it get a man to drive it.No resolve they were commit to fix it **********

  Customer Answer

  Date: 08/03/2023

  My new desired resolution is full refund I do have possession of the car and I didn’t not receive a second opinion 

  

  Business Response

  Date: 08/17/2023

  Over a year now since Mrs ******* has come to the dealership per our records.  Her most recent ticket, we made recommendations on things that were wrong on her car, and she declined repairs.  Such as Hvac housing replacment, Thermostat and radiator cap replacement, power steering pump replacement etc...That ticket which is from 8.1.22 had a $0 balance for her.  All services that were recommended from that ticket were declined and those that were paid for at previous tickets were performed.    

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20386284
  
  I am rejecting this response because:
  They overlooked all the facts of my complaint I’d like to proceed to receive a fair and reasonable resolution the business response is not satisfactory in this matter I refused all other repairs because I had several diff tickets because they kept finding different issues so I paid on different occasions. my power steering was not going out and if they new it when I first brought it there why didn’t they tell me then? Seems as if they were trying to make more and more money I had no issues with that before it went to their shop and no issues with the hvac housing they also broke my hood latch so I declined repairs because they broke these parts Im complaining about I have witness I didn’t have those issues before and I was scared they were going to ruin my car even more my hvac housing, power steering and hood latch were broke by them.

  Sincerely,
  
  Jessica *******

  

  Business Response

  Date: 08/30/2023

  At this time we do not feel we need to make a resolution to the situation as we performed the work that was done and paid for and did not charge for work we did not perform.  

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20386284
  
  I am rejecting this response because:
  They are totally disregarding my complaint I have the facts I’ve stated with supporting recordings to prove it if they were a good business as the manager stated he wouldn’t have advised me to change oil pressure sensor that shorted, adapter, and oil cooler and intake gaskets if that’s the case he should have recommended the power steering pump also he stated it was going on when it first went in on the recording that is not good business I have several different tickets cause they kept finding more issues because they broke some of the issues as I stated hvac housing and power steering pump was in good working order I had no issues and I have witness about this all if I had any symptoms about the Power steering or hvac I would have known the first time I brought it to them all i want is my full refund. They also stated in the recording not to spend money on the car anymore when they last checked it and not spend money on a tow they strung me along on several occasions/tickets the first time I had to leave my car there and pay for more labor and the third time it was more issues when I got it that is to many problems they created I have all the supporting evidence recordings.
  Sincerely,
  
  Jessica *******

  Customer Answer

  Date: 09/18/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .20386284, and find that arbitration is necessary because i feel they are negating the facts I stated I tried to speak to them in the past about the situation they were uncompromising and showed no compassion.

  Sincerely,

  Jessica *******

  

  Business Response

  Date: 09/27/2023

  Per our conversation,  Sterling is willing to offer $1000.00 to Mrs. ******* for her troubles she has had with the car and resolve this dispute completely. 

  Customer Answer

  Date: 09/27/2023

   
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 20386284, and find that this resolution is satisfactory to me.

  I accept.

  Sent from my iPhone

  
  Sincerely,
  Jessica *******

• Initial Complaint

  Date:12/08/2022

  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 bought a 2020 GMC Sierra SLT from Sterling, on August 26 2022 the truck was located in Lafayette but the salesperson ******** *******) I spoke with was in Opelousas I was working in Texas at the time and did my shopping online I sent in my information to the manager and let them know I’d pick the truck up on the following weekend. She ( ******* ) picked up the truck and sent me pictures but I noticed the wheels weren’t the same I asked about that and she said the other dealership ( Lafayette lot ) must have taken them off and she would take care of it when I went to pick the vehicle up I was driving down one night to return home ( Louisiana ) I noticed the wheels were chrome but didn’t pay close attention I brought the truck home ( Louisiana ) and went back to Texas. Two months later I was home and noticed the light was on for the tps but assumed it was because of the recent temperature change I put air in the tires, but nothing changed so I made an appointment with a local dealership to get it looked at and was informed that the wheels didn’t have sensors and that those wheels didn’t come on that model truck. I looked at the pictures taken from their website, and they indeed were different. I reached out to ******* over a dozen times and nothing. I reached out to three different managers at Sterling and never got a reply. I can’t believe that for over $55.000 I can’t get what I paid for and I can’t imagine how much trouble they went through to get over on me. I want the wheels that were on the truck when it was advertised and not what they stole and just gave me a fake set without the sensors in it to intentionally deceive me. It’s sad that I’ve emailed and text **** ******* and the managers for this long and haven’t gotten a reply because they know they swapped the wheels on me. I want the wheels that were on the truck when it was advertised, I have several pictures of the truck at their lot and the three different sets of wheels.

  

  Business Response

  Date: 01/05/2023

  We contacted customer and going to get the car and get it fixed to his satisfaction and return it back to him.  He seemed to be satisfied with this.

  Customer Answer

  Date: 01/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18544472, and find that this resolution is satisfactory to me.

  BBB spoke with the consumer and he let us know that the business was working with him to reach the desired resolution. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair 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.

  Bought a Ford Expedition in august 2022. The vehicle has so many faults. When we got it, they promised to fix it and nothing is being done. They are liars and dishonest. The brakes is not working properly, there’s a loud thump when braking, they told me it’s the ABS and nothing is wrong. The buttons on the dash is stuck and can’t touch most times. There’s a gurgling sound coming from the passenger side. The charging ports weren’t working (fixed now) last night I went to the grocery only to come out to water pouring from my back door, apparently filled up from the rain and I didn’t use it from Friday 4th to Sunday 6. I’m emailing Samantha splane and she stopped responding. This is my 3 email to her and probably a 6th visit to service in Opelousas. The lights were out. The blower has a fire recall. Bought it at Sterling kaliste saloom and they lie so much. No oil was ever changed until I asked. They said the wipers were changed and never was. The back glass scratches when sending up and down. They flashed over this vehicle because there was water stains on it. The windshield has water stains too. The scent from the AC sometimes is like vinegar which means it’s either clogged or has mold. This is unhealthy. My husband works hard and I pay $711 for this faulty piece of iron. The response from the marketing manager. I then stood my grounds and was told to bring in the van yet still they didn’t check the brakes and take the tires down or checked it further because they trying to save money and then the extended warranty don’t cover half of what they tell u it’s for

  

  Business Response

  Date: 11/21/2022

  Good afternoon BBB,

   

   

  Just wanted to update you on this case.  We did in fact take back the car from Mrs. Loknath and reimburse her the down payment she had put when purchasing the car originally.  If there is anything else you need please let me know.  Thank you.

   

   

   

   

   

  Ryan L******

   

  Asst. General Manager

   

  Sterling Automotive Group, Inc.

   

  Cell-************

   

  Customer Answer

  Date: 11/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18370109, and find that this resolution is satisfactory to me.
  

  this transaction was done today this is why they responded. I do hope they do not sell anyone that faulty vehicle again. It’s a risk! They also need to change their attitudes and stop being bullies to their customers! 
  

  kaliste saloom location manager sent me an email with the company’s letter head and his cell number but told me do not call him on his personal cellphone. They are so dishonest there! 
  

  people need to stand up to their bullying. I was told they not going to repair the vehicle, I would have to go through my extended warranty or sell the van back to them but by Monday even though they were aware my husband not on land and had to sign. They were probably hoping he didn’t come in and the deal would fall through but he ended up losing earnings and took the boat back in just to sign off on the van today 11/21/2022. This company still needs to be investigated for their lack of servicing vehicles and also lack of humanity and customer relations. Y’all are terrible business people and bullies! 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/11/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 April 9, 2022, I purchased a 2017 Kia Niro from Sterling dealership. A warranty and gap insurance for the car were sold to me with the understanding that I could cancel within 30 days for a full refund. It's in the fine print on the papers. I called D who handled the finance part that Monday to cancel the warranty/gap. He said he would mail the form which I never received. Called again and couldn't reach him so I contacted the general sales manager, C. He had D call me. The form was emailed to me on April 26th. I signed it and emailed it back. I waited two weeks. Meanwhile I checked my loan to see if the amount of the warranty was taken off. It never was. I called gap insurance and they never received the form from D. I called D and he said he would look into it. I didn't hear from him so I contacted C on July 2nd and explained the situation to him. He said he would take care of the matter. I received a text from C a couple days later that D would be contacting me shorty. That was over a week ago. I still have not received the refund for the warranty/gap.

  

  Business Response

  Date: 08/04/2022

  Attached is a copy of the cancellation for the extended warranty that was sent to the lienholder ** **** for Miss ***** ********* ID #1758652. I spoke to her today to let her know we are in the process of canceling the Etch, vehicle protection plan and the Gap insurance. Will forward that over as soon as it is completed. Any questions call me at 337-319-9204.