Complaints

This profile includes complaints for Dean Team Automotive of St. Louis's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Dean Team Automotive of St. Louis

  15121 Manchester Rd Ballwin, MO 63011-4630

  
• 

  Dean Team Automotive of St. Louis

  7700 Manchester Rd Saint Louis, MO 63143-2814

  
• 

  Dean Team Automotive of St. Louis

  14754 Manchester Rd Ballwin, MO 63011-3747

  
• 

  Dean Team Automotive of St. Louis

  8154 Manchester Rd Saint Louis, MO 63144-2823

• 

  Dean Team Automotive of St. Louis

  10205 Manchester Rd Saint Louis, MO 63122-1518

  

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:03/11/2025

  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 12/31/2022, my wife and I were car shopping in hopes to find a vehicle to purchase after the new year. We found a car and the dealer was quick to get us to sign a piece of paper with the date of 12/31/22 date. We were very specific in inquiry about property tax implications in claiming the vehicle in our St. Louis county declaration for 2023, and were assured this would not affect us. We then came into the office on 1/2/23 to purchase the vehicle and to which we specifically dated the purchase instrument after the first of the year to proof ownership wasnt until after the first. Following this transaction, sales tax was paid on the vehicle, plates were purchased for 2 years, then first claimed the vehicle with St. Louis county in 2024 as we had intended. Now come the plate expiration 23 had assumed all was current, however due to the piece of paper that the salesman practically forced me to signed as we had no intentions of having the purchase date prior to the first of the year. So not only did we pay sales tax for a vehicle apparently purchased on 12/31/22, we now owe back $1200 in property tax for 2023 plus $400 in interest. I really hope that salesman made a hot commission off of 2 unsuspecting individuals.

  

  Business Response

  Date: 03/12/2025

  I have included documents showing the vehicle was purchased 1/2/23 as the customer intended.  It appears he is confused as to how personal property tax works.  He would indeed owe in 2024 for vehicles he owned on Dec 31st of 2023.  Had he purchased the vehicle on Dec 31st , 2022 he would have owed for 2022 in 2023.  I would be happy to present any other documents needed to you for the customer to review but they would have copies of them.  If there are any other questions on your end please let me know.

• Initial Complaint

  Date:03/07/2025

  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.

  They sold me a vehicle that is inoperable, lied to me about the condition of the vehicle and now they are refusing to speak to me about it. The vehicle is heavily damaged and they did not disclose this to me. It has severe engine problems and a myriad of other defects, such as scratched paint. I had proof from the salesman in a text that there was nothing wrong with the vehicle. I would like to return the vehicle and to get my money back.

  

  Business Response

  Date: 03/10/2025

  Hello, we have spoken with Mr. ********* and we are purchasing the vehicle back from him.

  Customer Answer

  Date: 03/11/2025

  Complaint: 23035837
  
  I have reviewed the business' response and am rejecting it because: They refuse to cover the cost I paid to have the non-functional vehicle that I was scammed into buying shipped to me. Had their salesman been honest from the get go, and not scammed me into a vehicle that he vehemently lied to me about, I would have never paid to have the vehicle shipped in the first place. Therefore, I think it is only fair that the dealership cover the ENTIRE $880 I paid to have the vehicle shipped. The ** offered $300, which is a nice gesture, however I do not think I should be $600 out of pocket due to the fact that I was LIED to and SCAMMED by their salesman.
  
  
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 03/11/2025

  Hello, our general manager spoke to Mr. ********* this morning and everything has been resolved.

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. However, this dealership and their ** and employees do not care about taking care of consumers. They are sneaky and conning.
   
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:03/04/2025

  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.

  I purchased a vehicle from **** Team in Kirkwood, ** via pictures and a sales contact at **** Team. I paid them approximately $75,000 for an **** S8 4-door sedan. When the vehicle arrived via a transport company that i contracted with, the front right tire and rim were damaged. I contacted **** Team and they ignored my requests. They also tried to blame the damage on the transport company. The transport company was excellent and had pictures of the damage prior to them picking up the vehicle. I had to buy four new tires and have the rim needs repairing.

  

  Business Response

  Date: 03/07/2025

  In the 81 photos provided to us, none highlighted flaws beyond normal wear and tear for a five-year-old vehicle with ****** miles. The customer purchased a pre-owned car, and we also provided a video of the vehicle before the purchase was finalized. Nothing on the vehicle fell outside the expected condition of a five-year-old pre-owned **** S8. Therefore, the dealership does not assume responsibility for any repairs. Additionally, the wheel and tire concerns were purely cosmetic.

  Customer Answer

  Date: 03/12/2025

  Complaint: 23018646
  
  I have reviewed the business' response and am rejecting it because:

  There is no responsible person that would put their loved ones in a car with tires that are damaged like the picture attached.  The dealer said the car was in pristine condition, and they blamed the transport company for the damage, at first.  This leads a reasonable person to believe that they agree the damage is significant.  There was no damage disclosed prior to the sale.  The only words from the salesman, **** *******, was that the car was in "pristine condition".  Not only is it not pristine, it is downright dangerous.  If I had driven this car on the highway, the tire was likely to blow out and potentially kill myself and any family members in the vehicle.  

  It is irresponsible for **** Team to not make this right as this is not "normal wear and tear".  Just look at the picture.  Ask the **** Team if they would put their family members in that car with that tire damage.

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

  

  Business Response

  Date: 03/20/2025

  **** Team agrees to pay for the replacement of the one unsafe tire in question.

  Customer Answer

  Date: 03/21/2025

  Complaint: 23018646
  
  I have reviewed the business' response and am rejecting it because:
  
  **** Team needs to pay for the rim repair also. If not, I already have my small claims court paperwork filled out and the damages will be four tires and one rim repair. Because I am out of state, the District Court will hear my complaint via video conference. Confirm you are paying for one rim and one tire as per my original request  

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

  Customer Answer

  Date: 03/24/2025

  I dont understand how you can close an on-going arbitration. It is obvious that the **** Team knows that BBB will close a case after the first negotiation. 
  I asked for tire and rim repair, which is what the right thing was to do.  **** Team tried to sneak in an offer for less than what I was asking because they knew you would close the case. 
  I had to buy 4 new tires and I was only asking for one. I dont understand how BBB can find their offer acceptable. 
  I am going to sue them in small claims court now. 
  I would give BBB less than a satisfactory rating if you were being evaluated. 

• Initial Complaint

  Date:02/20/2025

  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.

  Purchased a used 2021 ******** Escalade ESV Sport Platinum on November 15, 2024 from The **** Team of Kirkwood. On 11/16/2024 I informed the **** team that a few "service systems" alert messages were showing up. The next day i returned to The **** Team for them to take a look at the issues i was receiving the "service" messages for. I was told it would have to be taken to an actual ** dealership most likely for those to be fixed because they cant do that at their facility. On November 23, 2024 while traveling for the thanksgiving holiday to ********, the vehicles engine blew up. 8 days after purchasing the vehicle the engine blew up. Upon contacting The **** Team to inform them what just happened with the vehicle they sold us just 8 days prior, our sale *** and i quote told us "You shouldn't of purchased a used vehicle" and offered us no assistance while we were broke down on the side of highway 70 in the middle of nowhere in ****** at 5pm in the evening on a Saturday. The vehicle ended up being towed to a local **/******** dealership in ******, ** for ***airs to be done. The vehicle was in the ** dealerships possession from 11/23/24-1/17/25. We were supplied with a VW Atlas as a rental vehicle from **** Team while our vehicle was being ***aired. Upon getting the vehicle from the ** dealership we noticed, the rear view mirror had been broken and the front camera on the bumper was also broken, there was no oil on the dipstick when my husband checked in the ** dealerships parking lot. Once we were home we noticed oil was leaking from the vehicle and the vehicle would die while sitting at a stop light. **** team has been 0 help they refuse to allow me to return the vehicle and be released from the loan. I have personally done all the work in trying to come to a resolution.

  

  Business Response

  Date: 02/20/2025

  Ms.***** ********* should be directed to *********** in ******, KS, as well as Elco, as they identified the faulty engine and replaced it. The engine replaced by **** was under warranty, and this was documented on the Carfax report, which was signed by Ms. **************** **** then had the **/******** dealership in ******, **, perform further repairs after the vehicle was towed to their location. If issues persisted after those repairs, they should be addressed with the *********** dealership that performed the work.
  
  None of these issues are the fault of **** Team Kirkwood.
  

  Customer Answer

  Date: 02/24/2025

  Complaint: 22964077
  
  I have reviewed the business' response and am rejecting it because:
  Since the vehicle had been at the aconklin Facility we have been in constant contact with cadilac GM. Per GM BBB Auto ***resentative, I was informed to go this route. I find it completely ridiculous that each party involved is all trying to place blame on someone other than themselves instead of trying to resolve a contact issue. This has been going on for long enough and some thing NEEDS TO BE DONE to make this situation right ethically at this point. No individual should have their vehicle for 8 days and have the engine blow up. It was no fault of our own nor was it our choice to have it happen in **. We could have very well had the vehicle towed all the way back to **** team and left it in their parking lot for them to figure out however when we called to ask for help, we were told by our sales *** "we shouldn't have purchased a used vehicle" **** team sold us the vehicle knowing it had an engine ***laced once already. They passed our vehicle for an inspection when the tires are by far in passing condition and told us they were fine. We did not purchase the vehicle from **** or ******* Cars we purchased the vehicle from the **** team and have been paying thousands of dollars ever since on top of the amount put down and monthly payments on a vehicle we have had in our possession a total of 20 days since purchasing it Nov. 15  2024. Having to go to these lengths to get this situation morally corrected had been completely asinine. The time, the money, the vehicle it has all been uncalled for. **** team needs to step up to the plate and contact GM themselves and together they need to come up with some way to fix the situation at hand because it shouldn't be on me as a customer's shoulders to fix a problem I did not cause. I didn't sell myself a faulty vehicle, **** team did. And then felt the need to make me feel completely stupid for purchasing a used vehicle. The lack of compassion shows. I'm done waiting around for my vehicle to be in a safe drivable condition. It's Feb 24  2025 I purchased a adhesive on Nov 15 2024 haven't even had it in my possession for a month yet I've made multiple payments on it and wasted so much of my own time dealing with what seems like a constant revolving door situation, that it has emotionally broken my spirits and has given me constant anxiety every single day. I have been driving around in rental vehicles since purchasing my first vehicle and that's wrong. Being broken down on the side of a busy interstate when it's below freezing outside with no heat for hours with my children in a vehicle I purchased 8 days prior that a dealership decided was a safe vehicle to sell a customer and then tell them "they shouldn't have purchased a used vehcicle"  in a time of crisis is just unfathomable. I have done everything correctly as a customer i have contacted ** I have contacted BBB Auto I have contacted *******, ****, Bommarito  and yes the **** team and im being forced to jump through hoops with a vehicle I don't even want anymore. I want to be released from the loan and have the vehicle re purchased at this point. I would like to take my business elsewhere. 
  
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 02/25/2025

  Ms. *************** want to address your concerns and clarify a few key points.
  
  First, regarding the statement made by our salesperson, the actual comment was: You purchased a used vehicle, and even new cars break sometimes. This was meant as a factual statement, not to dismiss your concerns.
  
  While your vehicle was in ******, **, the dealership there determined that the battery needed replacement. Although this was not our obligation, we covered the cost as a goodwill gesture.
  
  Additionally, we provided a loaner vehicle at no charge for six weeks while you navigated this situationagain, something we were not required to do but did to assist you.
  
  It is important to note that we cannot predict when a used vehicle may experience issues. Your vehicle passed all inspections before it was sold, and we did not sell you a defective vehicle. Documentation of these inspections is available for review.
  
  Regarding the engine replacement, it was completed before we acquired the vehicle. The engine was replaced under warranty for the previous owner by a ** dealership, and it remains under warranty through them.
  
  Furthermore, you initialed each page of the Carfax report, including Page 4, which clearly states that the engine had been replaced.
  
  Ultimately,responsibility for any issues related to the engine rests with the manufacturer or the ** dealership that performed the repairs. We encourage you to contact them directly regarding any further concerns.

• Initial Complaint

  Date:02/06/2025

  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.

  I bought a ***** Civic from them. On my way to work I heard a banging noise. I took the car back and the sales men rides with me and hears the noise also. So we take it back to the dealership. The salesman tells me. He will call me for updates. I never hear from him. So I leave a message on Saturday. He doesnt call me back.. Monday I call him and. He tells me that the maintenance and manager dont hear the noise. I said you heard the noise. So by this time I dont want the car. On Tuesday I call and want out of my contract. He tells me they are fixing the car. I said you told me that the manager didnt hear the noise. Now youre fixing it. I told him I don't want the car. So on Thursday I went back to the dealership and told the manager. I want out of my agreement. He tells me he wont do that. They are selling used cars with damage and broken parts. They expect the owners to fix the vehicles after they buy them. I want out of my agreement. Only drive the car and returned it within an hour. They have the car. I shouldnt be made to buy a car that has broken parts on it. **** Team is selling cars that are damage and have broken parts. This whole experience has left me with a bad feeling about the car I bought. **** Team preys on people with damage cars. All I want is to be out of this contract. They didnt treat me on good faith. The salesman would tell me two different stories. I dont think he told them. All he wanted to get was his commission and not worry about me,

  

  Business Response

  Date: 02/07/2025

  Upon hearing from customer regarding noise in the front end of the vehicle our technician immediately drove the vehicle and inspected it.  At first he did not hear any noise but then drove it even further and did notice the shocks were very stiff.  Nothing appeared wrong with the shocks at all (nor the strut posts which looked brand new).  It was determined they were an aftermarket shock that just rode very stiff.  After discussing with the customer we informed him we replace the shocks even though the existing shocks were ok.  On Wednesday February 5th the customer came to the showroom demanding we take the vehicle back and more than once raised his voice and was screaming at myself and the salesperson who assisted him.  He claimed he was told we had a seven day policy which is incorrect.  Today I had contact with an individual who appeared to be trying to assist him on this matter even though we have already agreed to replace the shocks for him.  As it turned out the individual who contacted me works for another car dealership where our customer is looking to purchase a vehicle from.  This individual informs me our customer is willing to forgo his down payment ($1700) if we take the car back.  Unfortunately we are unable to take the vehicle back as it has been finalized with his lending institution.  We reached out to the customer and spoke with him informing him we are wiling to take the vehicle back as a trade in to help him on this matter but he declined.  

  We have resolved this matter by replacing the shocks which is his complaint.  

• Initial Complaint

  Date:02/02/2025

  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 December 20, 2024 I took my car to **** Team in Kirkwood because my rear window defrost was not working. It was almost time for an oil change, so I asked **** Team to do an oil change and assess what was causing a whining noise. Service advisor ******* called to inform me that the wire mechanism that connected to my rear window was detached and that they could reattach it with some special glue. The cost for this repair would be $225.97. He also informed me that my car needed power steering fluid (that was the reason for the whining noise). They made the repairs and I picked my car up that afternoon.I tried to use my rear window defrost after the snow storm and it didn't work. I called **** Team to make them aware. I was initially told they couldn't get me in until February. I got an appointment on January 21. I dropped my car off on 1/21. I called later that day to check on the status of the car and was told that **** (the technician) had not gotten to my car yet. On January 22, I called a few times to check on the status of my car and I left a voicemail message. No one ever called me about my car, so I went up to **** Team that evening. My car was not ready on 1/22 because they were still diagnosing the problem (that was supposedly fixed in December). I constantly called to get status updates. No one ever answers the phone! On 1/24 **** called to tell me that the wire mechanism on the right side of the rear window was shredded and could not be fixed. He said that the window needed to be replaced. He gave me an estimate. I asked them to waive the labor cost since they missed the problem when I first brought my car in. **** said he would speak to the service manager and call me on 1/27 (which he didn't). On 1/29 **** left me a voicemail. I've called 3 times since then. I also left a message for the manager with no return call.I request a refund of $225.97 since the initial repair did not fix the problem and I need to get it fixed right somewhere else.

  

  Business Response

  Date: 02/03/2025

  We refunded ******** the $225.97 that was requested.

  Customer Answer

  Date: 02/08/2025

  Complaint: 22888597
  
  I have reviewed the business' response and am rejecting it because:
  
  I have not yet received the refund that the business said they had provided. Can **** Team inform me of how the refund was sent (check. credit back to card, etc.) and when?
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 02/11/2025

  Please see attachment.

  

  Business Response

  Date: 02/20/2025

  Check information attached

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:12/23/2024

  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.

  I am writing to express my frustration and disappointment with the customer service I have received during my recent visit to your dealership. I dropped off my vehicle on Dec. 2 8:20 am, believing the issue to be a minor leak that would be resolved quickly. The representative assured me that my car would be ready by Friday, Dec. 6th. However, I did not receive any updates after that, despite calling multiple times to inquire about the status of my vehicle.Given that I was without a vehicle for the entire duration my car was in your shop, I requested a loaner car on the agreed-upon Friday Dec 6th. Unfortunately, not only was this request ignored, but I was never contacted to discuss whether a loaner vehicle could be provided. As a result, I missed my birthday celebration because I did not have transportation, even though I was given update that my car would be ready Friday morning Dec 20th.On Monday, Dec. 23rd , I called again for an update, and once again, I was met with excuses. I was told the representative was busy with another customer and would return my call, but I never received that call. I was forced to call again to finally learn that my car was ready.From December 2nd to December 23rd, I was without my car, and this lack of communication severely impacted my ability to plan for transportation, especially with the holidays approaching. The unprofessionalism and poor service I have experienced have been unacceptable, and I am extremely dissatisfied with how my situation has been handled.I hope that you take this complaint seriously and ensure that such issues do not occur again in the future. I expect an apology for the lack of communication and the inconvenience caused. I would also appreciate a clear explanation of why the promised timeline was not met and why my requests for updates were ignored.

  

  Business Response

  Date: 12/27/2024

  Customer picked their vehicle up yesterday and met with Service Manager **** *******. **** spoke with customer and address their concern.  A total discount of $350 was offered and customer agreed.  Situation has been resolved.

• Initial Complaint

  Date:10/19/2024

  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 8/24 I purchased a vehicle from **** Team Automotive Group. On 8/27 I alerted the finance manager ***** ********** there was an issue with the vehicle. The check engine light and the change oil light was on and if not corrected would prevent the car from passing emissions and the car would not be able to be registered in the state of *******. He stated he would speak with the manager ***** and return the call. After several attempts nothing was resolved. I attempted to register the car on 9/21 prior to the temp tags expiration. I was informed by the tag office the registration paperwork was never sent to the tag office. I immediately contacted ***** and he stated had forgotten to provide a power of attorney to me to sign the date of purchase and he would email it. I asked him if it should be notarized, he said no they will notarize it in office. I signed as instructed and returned it. On 9/28 I called to make sure it was received and ***** stated he needed to mail it to me and it was sent to my home address. I informed him I was in ******** and provided my new address. I received the power of attorney on 10/4 and placed it in the return envelope as instructed. With no aid for the necessary repair to have the car registered, my father attempted to have the car fixed in both ** and MO, due to the cost we contacted ***** at with the **** Team. He said to bring the car to them and they will fix the car. After driving the car to MO three times the car was left with ***** on 10/17. After several calls for updates considering we do not live in **, ***** rudely answers the call on 10/19 and says they would look at the car on Mon. After the rude treatment my father decided not to retrieve the car from them. When asked if the registration paperwork was sent to the GA tag office a tenth time, ***** says it was not. ***** was informed of the legal consequences involved with selling a car that can't be registered, ***** rudely gave the keys and said find the car on their lot.

  

  Business Response

  Date: 10/28/2024

  This issue has been resolved.  The customer we have received documents we need to provide them documents they needed.  Below is details leading up to the resolution:

  Vehice purchased 8/26.  It was one of the first deals ***** had done. He had forgotten to get a signed Power of Attorney so ***** in the office could register the vehicle since it was being registered in ********  Her father was providing the down payment, a check In the amount of $3,000.  That check bounced and we notified the customer on Sept 4th when we found out.  We did not hear back from customer or her father until the Sept 10th when she contacted us.  We sent two different links from DealerPay for them to make good on the bounced check.  On Sept 14th we received partial payment in the amount of $1,500.  The other $1,500 was received on Sept 20th. 
  
  ***** in the office had mailed out with return envelope for POA to be signed to the Georgia address.  It was not returned.  Then we found she was in ******** for work for a short period of time and sent a second POA to that address.  The father and she have stated multiple times, as recently as Saturday, that she already mailed the POA.  Below you can see it was sent until this past Saturday after the father was her.
  
  The Check engine light on Aug 27th was a change oil light that came on.  As for the current check engine it is needing a new PCV valve. I spoke to the father last Tuesday and he was supposed to bring it in that afternoon.  They wound up dropping the vehicle off on Thursday.  It was scheduled to get fixed today.  The father called me on Saturday early afternoon being very rude.  I explained to him the vehicle is scheduled for Monday but that wasnt good enough.  When the father came in on Saturday he was rude and demanding he wants to car back.  I went to get keys and when I came back he was being even more rude.  ***** ******* had to diffuse the situation while I was getting the car key and even went so as to compliment the fathers shoe.  The father took that as an insult and I dont need to hear nothing from you.  He got the keys to the car, asked me where it was and I told him out back .  before I could the ****** to either get the car or show the customer where it was He got rude again. 
  

   

• Initial Complaint

  Date:06/13/2024

  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.

  They sold me a car that got a check engine light within 25 minutes of purchasing and I tried to bring it back withing the time frame I'm required by state law to be able to be under the 72 hour warranty period but they set my a appointment farther out in the week rather than immediately and when I brought it back to them per the 10 days alocated for them to have it fixed all they did was cleared the check engine code which I already verified the repair for as I'm a state inspector myself and they said it was fine and blamed my driving as the problem while stating it was not illegal for them to sell me the car not passing state inspections and stole my license place cover and replaced it with their own branded one without my knowledge or consent. I tried contacting the service department to resolve this issue but instead of performing the repairs needed to pass inspections they simply cleared the code and sent me on my way. I just spent the most money I've ever spent on a vehicle to have issues with it directly after purchase and they seem like they don't want anything to do with fixing the problem how they are obligated to by missouri state law.

  

  Business Response

  Date: 07/15/2024

  Customer has been contacted and the repairs are scheduled to be completed on Wednesday July 17th.  Customer is satisfied with this resoluton.

• Initial Complaint

  Date:06/11/2024

  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.

  I dropped my car off to them [yesterday because my engine light was on. They told me the appt was for 11am. I dropped it of early. They called me and told me they were looking at it. they told me they were running behind. I dropped my car off and it still was not ready after a day. I can&#**;t go to an job interview but they don&#**;t give off loaner cars. They are still not looking at it. They are not telling me when they will get to filing my car,

  Customer Answer

  Date: 06/16/2024

  I sheared with ******* that my 2019 VW Golf was still under warranty. He informed me that that wiring is not covered by Volkswagen. I paid out of pocket $ ******. And on 6-15-2024 at 3:17 pm, I received an email from VW stating that I will be reimbursed $ ****** for service date 6/12/2024. 

  I knew this was not correct because I purchased the extended warranty for my WV Golf, I felt like ****************** didn't take the time out to look into my warranty all they wanted was money. I called The **** Team today, but they are closed on Saturday. I will contact ****************** on Monday regarding this matter. 

  Taken advantage of.

  Thanks,

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

  

  Business Response

  Date: 06/18/2024

  ************** did not have a service appointment as we are booked out about 2 to 3 weeks.  To be accommodating to her, the service advisor told her she could drop the vehicle off and we would try to fit her in as time allowed.  She dropped her vehicle off the evening of June 10th.  Upon inspection of the vehicle, it was determined the electrical issues the customer was experiencing were due to wires being chewed through by an animal.  The customer was contacted on the 11th and authorized the repairs.  We did not provide a loaner due to the fact that our loaner vehicles are reserved for customers with appointments.  ****************** vehicle was completed and picked up by her on June 12th.

  It appears the desired resolution has been reached - ************** has her vehicle back and it has been repaired.