ComplaintsforLyon-Waugh Auto Group

• Initial Complaint

  09/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  As per the phone conversation, we agreed to lease a 2023 Merdedes *** on 3rd September. That was the last day to lease a 2023 model vehicle. I went to the showroom and provided all my details along with SSN. After few minutes they told me that their vehicle is a loaner vehicle registered to the dealership and as the ****************** is not available at the moment we can complete the transaction the next day. Next day I got the call from them, and they told me that I cannot lease the vehicle anymore as ******** ended the promotion. I was aware the promotion is going to end on September 3rd and they wanted to make the sale so they did not inform me. I thought I already provided the information and signed few papers so the vehicle will be available. Then they told me nothing can be done and they are willing to lease a 2024 model which is $150 more every month. If they would have told me that the vehicle cannot be leased, I would have gone to another dealership and got the vehicle by ******* they ran my credit history without a vehicle that I can purchase, nor the business is willing to do something about it. I spoke to General Sales Manager and no response and emailed the General Manager and still no response from them.

  Customer response

  09/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the vehicle April 2023 used with a CPO warranty. The car had always been garaged until Feb 2024. Come March 2024 I noticed large amounts of water on the floor of rear passenger side. Brought it in to ******** and they said it was not covered under warranty. After discussion they agreed since I did not have the car long and it seems to be a defect they would cover the charges to fix it. They had my car March 22-April 3. Come May 9 I noticed another large puddle on the floor. They have now had my car for another 12 days and have not called or communicated anything with me. Today I reached out and they are saying I need to pay $900 just for a diagnostics fee. I should not have to pay anything as this is directly related to the first time I brought my car in for the same issue that they agreed to fix at no cost to me. They clearly did not fix it the first time and with large amounts of water coming into the car I believe this is a factory defect.

  Business response

  06/06/2024

  The customers car is repaired and carpet has been replaced 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/20/23 on I-95 in direction towards ************* near ********** ** my car 2015 Honda CR-V with two adults and 2 kids on the board moving on the third line from the right was badly hit at the passenger side by white 2022 *** X7 SUV that just merged to I-95 and tried to move to the third line right after merging and speeding up the car.Right after incident saying that there was some problem with *** and promising that his dealership company will cover all damages, the driver provided Certificate of registration and Driver License . I found out that 2022 *** X7 with plate 3JBL75 belonged to Peabody Motor *********** and insured by Empire Fire and ************************ and was driver by the owner of the dealership company by ********************************GEICO, my insurance company started investigation that took more than 3 months and sent me the following result: "Our investigation has revealed that the party that is responsible for damaging your vehicle is uninsured.. We have attempted to to contact them to to collect reimbursement for the damages to your vehicle but they have been unresponsive. "As you can see the car driver that is also dealership representative used false information , cause incident and dont respond to any contact. It looks like fraud and unlawful business management.Our car repair cost about $4000.Please, help to get reimbursement and and apply lawful sanction against Peabody Motor **********

  Business response

  01/19/2024

  Good afternoon,

      This is ***********************, General Manager at BMW of Peabody.  We are certainly insured and will be happy to have our company work with yours to rectify the situation.  We filed a cliam with our compnay, **************** the day after the accident and let them know that you were involved.  Our company made numerous attemps to contact Gieco and never recieved a response. Since they were unable to contact anyone they closed the claim.  We have contacted them, provided your information and asked them to reinitiate the claim and try to contact you or your Insurance Company.  Please contact me directly if you do not hear from them next week, My direct lime is ************.

  Thank you

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I got my year oil change done at this dealership. Was clear about pricing and charges for starters. I was charged for winshield wiper fluid when I didnt need or asked for that. And the biggest concern is the scuffs on my vehicle. There was a snow storm that week and my car had snow covering the vehicle. I didnt take snow off due to avoiding scratching so I wait for snow to melt off a bit before going to car wash. That day the service team not sure who decided to take off the snow themselves off the car and scuffed up 3 different parts of my vehicle. I reached out to location and explained but ***** got back to me. I called 2 more times and not even a response from desk. Im between that I got sick and didnt reach out. Today I am filing a complaint as this is not fair or right. Pull up the cameras from that day if you have to. I am very upset as how this happened. Someone needs to fix this.

  Customer response

  04/23/2023

  I have not heard from the business in response to my complaint. At all. No voicemail nor any missed calls. Just as expected. 

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a certified pre-owned (CPO) - 2013 Cayenne Diesel (VIN: *****************) from the NASHUA dealership in *************, *** in November, 2020. According to Porsche's official website, a CPO car has a 24 months warranty from the date of purchase (if the new warranty has expired). However, in my case the warranty expired in 21 months and the dealership refused to honor my full warranty term.Things that I have done so far 1) Spoken to the dealership (over phone/email) to honor my warranty, but they declined 2) Raised a case with Porsche support (case id: ********** ) and I was told that Porsche cannot do anything since dealership makes decision in such cases Proofs that shows my car should have had 24 months warranty 1) I was provided with a document stating that my car is CPO with 24 months warranty 2) CPO certification performed by the NASHUA dealership in November 2020, right before I purchased the car. So in no circumstances, the warranty on my car should have expired in August 2022, according to the 24 months warranty schedule on a CPO car I have tried to reason with the dealership and Porsche's customer service but to no avail. As a customer, all I asked was to fulfill the terms of my warranty. But the struggle and the feelings that I underwent through this ordeal is inexplicable at this point.

  Customer response

  12/15/2022

  I have not heard from the business in response to my complaint.

  Business response

  12/16/2022

  The client purchased a pre-owned certified  car with the balance of the Certified warranty, 21 months left on the vehicle.  The car had been previuosly Certified and sold, then traded back.  Porsche's certified warranty stays with the car so the 21 month balance went to the client.

   

  Thanks

  Customer response

  12/21/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  The business has provided no documentary evidence to support their claim nor have they provided an explanation of how my documents state the something different as to what they are stating. I  submitted two evidence (Screenshots) supporting why my warranty should last 24 months

  1) Their own document which states that warranty is for "24 months"

  2) Manufacturers website stating that warranty begins from date of sale.

   

  Thus, I reject the response of the business. Atleast, now I have documentary evidence through their response to this complaint of their misleading/fraudulent statement.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Karan

   

   

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Short Summary:My car ********* 2013 C250, ***** miles) was brought to dealership for camshaft sensor and adjuster repair (those elements are covered under ******** extended warranty). In the process of repair, Mercedes Benz of Burlington ( Lyon-Waugh Auto Group) had damaged the motor and the car is not drivable anymore. The ** of the dealership refuses to acknowledge the error of his staff.Long Summary:Car was brought to the dealership with camshaft adjust OBII code. the car did not have Engine Problem light on. The camshaft adjuster along with other components is under the warranty, MB service representative has done a first error, which is to try out to diagnose the engine by driving it around the building. The final blow to the engine was when the technician change the timing chain and did not position it correctly creating a valve to band and therefore causing a permanent damage to the motor. This was all found out during a conversation with the dealership, where I brought an independent auto mechanic, who also happened to be a war veteran with 30-year experience fixing cars. In our discussion with the dealership's **, mechanic, and service person it became clear that there goal was not to find the solution to the problem, to satisfy the customer, or to protect the brand, but rather to get rid of us. Finally, they refused to show us the result of the compression test BEFORE the repair started, but they showed the result after the damage was done.** of the dealership showed serious "let's make this work" deficiencies, by constantly blaming the customer with ambiguous technical language that turns out made no sense when evaluated by the expert. In addition, he offered me (the owner) $10,000 for the car before the repair started which made me nervous to start with.Finally, I was handed over a car with serious motor engine that was unsafe to drive. As I was pulling out of the parking lot, it became clear that the care is not safe to drive and I returned back.

  Business response

  05/31/2022

  Not sure why this is in question. ***************** car was towed in and he stated it would not run. With the Technician present ************** stated he was an Engineer and he knows about engines? He then stated he feels the cam is broken because there was a lot of upper engine noise before it died. When the car arrived, it did start and was move and start. It was moved from the drive by the ****** and he states it barley ran. The vehicle did have a cam adjuster Bulletin that was covered by ********* The techs diagnosis was the chain was stretched and the fron cam assembly had spun. The bulletin covered most components but not the cams. I told ************* that replacement of the cams with the campaign would be a huge savings for him because he would only need to pay for the parts because we had it apart. He then told me he wasn't keeping the car anyway and he was just trading it in.   I then shared with him that I looked at the car with the tech and it didn't look like the oil was not properly maintained and most likely caused some of the problem? I told him I felt this way because the chain was stretched and the engine case was scored from the timing chain hitting it.  He then said he would take his chances. I told him if it helped, we could purchase the car to help him. If we bought the car at that point, we would have installed the cams before putting it together.  He stated that he was calling Car *** to see what they would give him. He said if they gave him less, he would call me back. He never called back? 
  
  When he picked up the car my staff pulled it up and said you shouldn't take it. He stated again he would take his chances!  He then came back that night and said the car runs bad and he understands how this works and implied I was playing games. He said just give me the money you offered!  I at that point said, I do not want his car and was not happy he was implying we were playing games with him.  I did give ************** a car to drive that night so he would not be stuck.  I told him I would see what I could do to help him in the morning. The next day he said give me 2K less for the car and put the cams in. I told him it doesn't work like that as we need to now take it all back apart to replace the cams. Now it would be the whole repair not just the cost of the parts like when we had it apart. 
  
  
  What I do not understand is someone that states they understand engines and says the cam was broke. Who Also stated it made upper engine noise and that's why he thought that way. Then says hey!!! you broke my car after declining upper engine work and cam replacement?  If the car stopped from the cam being out of time and the timing chain being stretched. It makes perfect sense that the car may have upper engine damage as ************** described when he brought it to us?
  
  
  Not sure why now he is stating it's because you improperly repaired my vehicle? 
  
  Thank you 

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

  Customer response

  06/02/2022

  Mr. Kings response yet again acknowledges the main reason for this complaint, which is the utter disrespect for me as a customer. With a long list of customers (aka mine) errors, customers narratives taken out of the context, sarcasm, and stating / questioning completely irrelevant personal details about the customer (I indeed have a Ph.D. in Engineering), ************ showed yet again why I am outraged about the service I have received at Mercedes Benz of Burlington.

  
  Mr. Kings response clearly depicts that the customer has done everything wrong every step along the way, and the dealership has done everything right every step along the way. The response, however, fails to answer the most basic question any customer would like to know, which is: How do we resolve this issue? How do we fix our customers problem? How do we find a solution that will be mutually agreeable to the customer and to **********************?

  
  While I have not received answers to any of my original technical questions (example 1: why there was no engine light ON before the repair and the engine light is ON now; example 2: why there is no compression test result before the repair started but there is a report after the repair showing leaky valve; example 3: why was the valve leak never mentioned before;etc.), I am interested in the path going forward.

  
  My ******** **** car has ~65K miles on it, which is relatively nothing for a luxury car like ********. The car has a major engine damage that was not fixed by my dealership. The major engine design error was acknowledged by ******** **** by extending the camshaft warranty to 10 years / ******* miles, but my car has not been fixed so far. I expect Mercedes Benz of Burlington, as a ******** **** dealership, to either fix my car or compensate me for the damage to my car.

   

   

  Business response

  06/07/2022

  I was not trying to disrespect the customer. I was stating why I am  lost with this situation. My point was when ************* came in he stated he thought it had upper engine damage. He thought the cam's were at fault and most likely broken. He was right on the money with his diagnoses. He also stated the engine would not run and that's why the car was towed in. The fact that the car has some items covered by the manufacturer and not others should be between ******** and *************? With that said I offered to assist ************* with paying for a  parts only repair while we had the engine apart and also offered him a discount on parts if he wanted to have his technician repair the car. 

   

  Sincerely 

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

  Customer response

  06/08/2022

  Through the latest response from ************, Mercedes Benz of Burlington has not offered anything substantive to resolve this original complaint which is:

  1) to negotiate the compensation for the car's engine damage that occurred during the repair process OR

  2) to repair the engine so that the car is usable again 

  
  
  Regards,

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

   

   

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new car in November 2022. I realized the air conditioner wasn't working and on December 17 the Burlington dealer told me it was a software issue they fixed. While in ******* the air conditioner again broke and I took it to the *********************************** dealer where they said it was a sensor issue. They said the sensor was on back order. I took it back in for repair in ************* and they said replacing the sensor did not fix the issue. I returned to the Bulrington dealer on February 23 for a new assessment and they said its the compressor. They said the part is on back order and should arrive March 5. I was then told the compressor was on back order until April 2. On April 6 I asked for an update and the compressor still has not arrived.My $80,000 purchase has depreciated in value with a broken air condition.

  Business response

  04/08/2022

  Good morning,

       I have asked our ******** representatives to contact ******* and see if the parts can be rushed.  

  Customer response

  04/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and they continue to attempt to obtain the part needed to fix my vehicle.  I purchased a ******** because of the brand name and the luxury they offer and appreciate their willingness to provide me a loaner while my AC is not working.  

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  
  Regards,
  
  ***************************

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/11/21 I purchased a vehicle from Lyon ***** *** auto dealership on Andover st peabody, before I purchased the vehicle I spent days asking questions about the state and conditions of the vehicle. I was assured by ********************* that the vehicle was in fact in great conditions for its year and model and that it had been fully detailed ready for me to take home. I looked around and inside the vehicle and everything seem fine clean. **** days later after driving the car home the maintenance coolant service light came on and I immediately contacted ********************* about it and I was told by him that the coolant service light usually comes on due to the sudden change of cold weather. The vehicle was serviced and I sent home, 10 days later after the first service I had to go back for an oil change and coolant service again, I had just purchased the car and dont know why I needed an oil change so sudden. That day after the car was serviced, I looked under the car and showed ********************* the coolant leak from under the car he sold me. Their was a giant hole being held by clear TAPE on the rain splash guard right below the engine, some engine component were being held by clear tape as well not visible to the naked eye. ********************* saw the coolant fluid all over my hand and didnt even think about helping me knowing it was a mistake they committed by selling me a lemon car, they even inspected the car and passed the inspection knowing the conditions of it. That has to be illegal. The vehicles coolant light is not coming on because of cold weather it is in fact happening because of coolant and engine problems that werent disclosed to me before I purchased the vehicle. Ive been trying to resolve this matter and I have been getting ignored by both sales representatives that sold me the car, every time I call or show up to fix the situation I get treated unfair and unprofessional, my texts calls and voicemails arent getting answered I just need this situation fixed

  Customer response

  04/06/2022

  I have not heard from the business in response to my complaint.

  Business response

  04/08/2022

  I have asked my Service Manager to reach out and schedule an appointment for the client,

   

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Issue with service department at *** Peabody on Centennial Drive. Not covering maintenance on my *** service plan according to schedule. Only wants to fix issues my key is calling for an not the items that they say are recommended based on my mileage.

  Business response

  02/17/2022

  The matter has been resolved to the clients satisfactionTell us why here...

  Customer response

  02/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. Although they ultimately took care of my issue, they wasted a ton of my time arguing and failing to honor their warranty forcing me to escalate the issue up to several regulatory agencies. I had purchased a maintenance plan on my *** and they did not want to cover the maintenance when it came due. I would strongly encourage other consumers to not purchase a maintenance plan as they determine when it needs maintenance -- it is not based on the stated mileage as indicated on your paperwork and the marketing materials.
  
  Regards,
  
  **** Will

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle at MINI of Peabody. My purchase included an extended service contract recommended by MINI of Peabody. I particularly requested a service contract that would be the same or better than MINI **************** Contracts, effectively extending MINI Warranty coverage. I was charged $2289 for the extended service contract. I understood that a $100 deductible would apply. I understood that routine maintenance items (ex: wipers, brake pads) would be excluded, just as they are excluded from manufacturer warranties. MINI of Peabody did not provide any document specifying additional limitations.The vehicle was covered by the original 4-year/50,000-mile MINI New Passenger Car Limited Warranty through 2019-11-27.Since the purchase, I have had vehicle maintenance performed at MINI of Peabody. During the most recent maintenance, 2021-11-23, MINI of Peabody found that the engine ground strap needed replacement. Since the engine ground strap is not a routine maintenance item, I expected that the $322 repair would be covered by the service contract.I was informed that the service contract was not really a service contract, but instead a breakdown contract, and that repairs are not covered unless they are responsible for a breakdown. A breakdown contract would have very little value to me, since I obtain regular maintenance and inspection of the vehicle, and therefore a breakdown would be highly unlikely. I never would have purchased a breakdown contract.I requested a contract cancellation and full refund. The contract has not covered any expenses. I received a $743 partial refund. I would like to receive a refund for the remaining amount, $1546 = $2289 - $743.

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