Complaints

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

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  Frank Leta Automotive Outlet Inc.

  12101 Saint Charles Rock Rd Bridgeton, MO 63044-2602

  
• 

  Frank Leta Automotive Outlet Inc.

  500 Auto Mall Dr O Fallon, MO 63368-2204

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:04/16/2025

  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 3/22/2025 me and my wife purchased a 2017 Buick Encore from Frank Leta car dealership. When we went to start the car to drive it home the check engine light came on. I told them they we going to have to fix it before i drove it off the lot. They "fixed" it and we got half way home and the car broke down again and had to be towed back to the car dealership to be fixed. They then "Fixed" it again and a few days later we drove it home. On 4/16/2025 the car broke down again and will need to be towed. I want my down payment back of $2500

  

  Business Response

  Date: 04/18/2025

  Good morning, we are very sorry to hear about the issues going on with the ********* vehicle. In regards to the down payment being refunded, that money was used as down payment towards the contract of the vehicle, so refunding is not an option. I have spoke to the Service manager and his explanation of the events are as follows:  

  Vehicle came in on 3/24/25 for a check engine light concern.  Tech found the Oxygen sensor connector was soft set ( not fully seated in the connector.)  The tech fully connected the sensor and replaced the turbo feed line for an oil leak.  After the repair he cleared the light and test drove the vehicle with no additional issues.
  
  The vehicle returned on 3/25/25 for lack of acceleration and the check engine light back on.  The tech found that the clamp on the turbo boost tube was no longer keeping the tube secured tightly enough to prevent vacuum pressure loss.  The tech replaced the Boost tube clamp and test drove the vehicle for 20 miles with no running/driving issues and no warning lights returning. 

  If the vehicle is still having issues post this most recent visit, we would be happy to re-evaluate their concerns. We wish them the best. Thank you.

• Initial Complaint

  Date:03/23/2025

  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.

  I bought a 2020 ram 1500 Laramie an 3 days after I bought it the transmission started sliming, delayed shifting and Ive taken it back to them twice and they refuse to fix the problem they keep saying its supposed to be like that this is a dangerous truck that they want me to keep driving! Ive asked for all the paperwork that Ive singed the day of purchase but they gave me paperwork that doesnt have my signature on them after I sat there for hours singing! I paid $8,000 for a down payment and I expect either the truck gets fixed or give me my money back!

  

  Business Response

  Date: 03/28/2025

  We are very sorry to hear that Mr. ****** is having some issues with his vehicle. I have consulted the with our Service Director, who drove the vehicle himself along with another Master Technician. His notes follow here: Both times the truck had been in, both myself and a lead tech have taken the truck on separate test drives trying to duplicate any of the customers concerns.  Neither one of us felt anything abnormal with shifting or the transmission.  We also performed a full vehicle scan and there were no DTCs stored, pending or history.  The client was informed if the concern becomes more persistent or he is able to duplicate his concern regularly to bring it back in for further testing at no charge to him.  I also informed the client that it is nearly impossible to diagnose a vehicle if all the systems are performing like the manufacturer designed. We would be more than happy to evaluate the truck again if the problem continues. Thank you.

  Customer Answer

  Date: 03/28/2025

  Frank leta keeps telling there are no code showing up but AutoZone fix finder is telling me something different. I will even buy another OBD2 scanner just to prove Frank **** is definitely trying to scam me. I just want this to be fixed the proper way

• Initial Complaint

  Date:01/27/2025

  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.

  I purchased a car from Frank **** in *********, ******** and they guarantee car washes for the life as long as I own the car I called them todaywhich is January 27, 2024 at 12:17 PM central time zone and I was advised they dont do it any longer. I was asking the representative that was a promise that they made when I purchased a car and what they plan on doing and she cannot me an answer and this is not the first time me calling. Ive called several times but this time Im noting it and I think its that they say theyre gonna do something and theyre not keeping their promise and then they dont seem like they even care that theyre not keeping thepromise

  

  Business Response

  Date: 02/11/2025

  We are sorry to hear that the explanation to Mr. ******** was not totally clear. During the winter months, when the temperature drops below 35 degrees, we halt the customer washes. We will resume them after sustained days of frost free weather. We would love for Mr. ******** to come back then. Thank you.

  Customer Answer

  Date: 03/10/2025

  I signed the contract when I purchased the car I was never informed it was based on weather conditions. 

  

  Business Response

  Date: 03/10/2025

  Our car wash being open all together is contingent on the the temperature not being "sub freezing". Weather is great now, come on out for that wash at your convenience. Thank you.

• Initial Complaint

  Date:11/20/2024

  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 08/12/2024 I purchased a vehicle from Frank Lets Automotive. I went in with an approved loan. We worked out the numbers with the finances for it to make sense to me. At the time they told me they lurchasdd the car from someone I. ********* and that they were working to receive title. I said ok let me know when you have it I will come get it. Almost a month goes by. I contact **** to salesman inquiring the whereabouts of the title. He informed me he didnt know and that he was going to find out for me. I asked if he could make me another temp tag because mines expired In 2 days (9/10/24). He said no they can only print one per car. I said fine update me the status of the title asap. Weeks after my tags expired I didnt receive any phone call or email about the title situation. I call back. This time I spoke with someone in finance named Jhory. He also informed me they were working on the matter. I said ok but I dont want to get pulled over for driving illegal because you guys (frank leta) cant provide me the title. I also told him its been over a month and if I needed too I will bring the car back. He told me not to worry itll be take care of. At this point 2 months have gone by no answer. I call back again after asking my finance company what can I do. They told me that they tried to cash the check but it got rejected due to insufficient information. I explained to (frank Leta) the information they needed and to get a check 21 from their bank, write the correct information my bank needed and the check will go through. They said ok. The task was never completed as I spoke to the Gm and he told me that Jhory moved back to ******* and that he himself was in hospital. Told me he would take care of it. Another month goes by (4 months) no title and check still havent been cashed. I tried to return the car again. **** the manager would not return my check and I was forced to take the car due to issue with check could still be cashed. I was not treated fairly.

  

  Business Response

  Date: 12/06/2024

  Mr. ********* check from Navy Federal was not cashing in our bank account. After 2 months of back and forth with the credit union, it was finally able to be cashed. That was the reason for the delay in title delivery to customer. He has his title now and is resolved. Thank you.

  Customer Answer

  Date: 12/09/2024

  Complaint: 22584737
  
  I have reviewed the business' response and am rejecting it because:
  
  It wasnt 2 months. It was 4 months of not cashing the check. Also, the check didnt cash because you guys made an error. I told you twice how to correct the information. You never did it. You gave me 3 free oil changes but I dont think that was enough for the distress you have caused me. Yes I have my plates. I told you what I needed. New tires. You dont want to comply. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/14/2024

  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 took my car to Frank Leta Automotive Outlet Inc. on 10/12/2024 for 2 diagnostics and a safety and emissions inspection. The Service Writer and the Mechanic obviously thought that they was dealing with a dummy since I am a woman. They had my car in the back for over 3 hours trying to find something wrong with my vehicle. Yes, it failed safety for both rear upper control arms but they only removed my left front wheel. The mentally challenged Service Writer told me that they removed my 2 rear wheels. What the Service Writer was saying and the paperwork wasn't adding up. So I kept questioning the Service Writer and he was getting irritated. He told me that my repairs would be over $1100 for the failed safety inspection. To sum it up on 10/28/2024 I took my vehicle to the Missouri State Highway Patrol Troop C for reinspection. Come to find out the Mechanic failed me on 10/12/2024 for something that wasn't even part of my vehicle. The Missouri State Highway Patrol passed my vehicle because nothing was wrong with it in the first place. I went right back to Frank Leta on 10/28/2024 and they had to redo my safety inspection, which passed!Just a reminder NEVER TRUST Car salesmen or Mechanics, most are not trust worthy or ethical. I will NEVER patronize this establishment or any other Frank Leta establishment again.I advise people not to patronize this establishment also.

  

  Business Response

  Date: 12/09/2024

  Good afternoon. We have reviewed the visit with our service department, upon review, our technicians performed the inspection according to the guidelines of the State of MIssouri. We will also not acknowledge any claims of sexism or derogatory verbiage in this matter. We wish her the best, thank you.

  - Our technician found the rear control arm bushings torn.  According to the Missouri Motor Vehicle Safety Inspection Regulations Manual Section (11 CSR 50-2.200) pages 25-26 

  " A control arm or radius arm is badly bent or broken, or if a pivot shaft or a pivot shaft mounting or any control arm, radius arm, pivot shaft bushing is badly worn or missing."
  The bushing is torn so we failed it.
  
  
  - We pulled the left front wheel to inspect the brake lining. Not to inspect the rear control arm bushings.  The rear wheels were never removed as they did not need to be removed.

  Customer Answer

  Date: 12/09/2024

  Complaint: 22559144
  
  I have reviewed the business' response and am rejecting it because: The safety inspection was fraudulent and Frank **** knows that it was. I have all the proof that I need in black and white.. Thats why it was reinspected by the ***************************** and passed. What I failed for was not fixed however, Frank Leta corrected that paperwork (in black and white) and I passed the inspection. So, Frank Leta cant argue with the facts thats why they just stated the laws which they didnt follow. I was failed for something that was not a part of my vehicle. I digress. Frank **** ***** unethical employees and I will make sure everyone that I know, knows this and dont patronize them!!! Its resolved now.There is no need to proceed with a complaint against the devil! You reap what you sow. Trust!! Look at the reviews. They speak for themselves. I cant use the employees names on the BBB site but rest assured the masses will know. I foresee that location closing eventually anyways, so good luck and good riddance.  

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:11/01/2024

  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.

  I got the car 2 years ago drove it off the lot and had problem with the car within 5 days. I have been having problems with the car ever since and have been coming out of pocket to pay for repairs and to keep up with my monthly payment. I recommend that no one get a car from them. Horrible service. I felt as if I was push to the side.

  

  Business Response

  Date: 11/02/2024

  We are sorry to hear that Ms. ****** is having issues with a car purchased 2 years ago. While we strive to fulfill peace of mind for our customers, we also know that there is a cost associated with maintaining the reliability of the vehicle. If Ms. ****** would like to bring the vehicle in to our service department, we would be happy to schedule a diagnostic check and evaluate any issues she may be having. We wish Ms. ****** the best, thank you.

• Initial Complaint

  Date:10/07/2024

  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 have already filed a negative review, but since they they have made it clear they will not resolve this properly, not even in the way they said they would.Long story short I waited over nine months to get a form I needed to register my car from them and every time I tried to call to get it resolved I was putting into a voicemail and never called back. When I finally complained online, I got a manager, but that was four weeks ago and its still took four weeks for me to get the certificate. They promised to pay for my fine for the ticket I got for not having my car registered AND that they would cover the $200 in late fees I would have to pay to the *** because Im registering my car late. They sent money for the ticket but not for the late fee. They caused this late fee and said they would pay me for this and I want that money.

  

  Business Response

  Date: 10/08/2024

  We are very sorry for the inconvenience that Mr. Calise is experiencing. A clerical error resulted in the "fine" check not being processed. We are getting this to Mr. Calise today. We wish him the best in his future endeavors.

• Initial Complaint

  Date:09/24/2024

  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.

  Bought a certified used car 8/5/24 Had car looked at by outside mechanic told to take car back it has issues enough to were we need to get our down payment back and walk away from the car 8/6/24 Went back to dealer 8/6/24 with documentation from outside mechanic told there was nothing wrong and they would not do anything for us, 8/6/24 told the only thing was wrong was they battery and they will replace it.Called sales Manager **** ********* LVM several times to date 9/24/24 have not heard back once from **** Check engine light comes on car stops working and has to be towed back to dealer 8/19/24 Dealer has car until 8/22/24 before I hear it needs new turbo Pick up car from dealer 8/29/24,9/24/24 Check engine light on with same symptoms as 8/19/24, called dealer talked to service manager ****** (managers change daily) was told have roadside assistance tow it and we can work on it.Explained that it its not ok that we have has this car less than two months were tried to voice concerns the 1st night home and was ignored, now stuck dealing with more needed stress than needed over a car that is supposed to be a certified pre owned car

  

  Business Response

  Date: 10/05/2024

  We are very sorry to hear about the issues that Ms. Williams is having with her vehicle. We did replace the turbo for her and she has not come back into the dealership since then. If Ms. Williams is having any new issues, we would be more than happy to assess and evaluate them. Please reach out to us at your earliest convenience, and ask for Sam. We wish Ms. Williams the best. Thank you.

• Initial Complaint

  Date:07/04/2024

  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.

  I purchased a vehicle from Frank **************** Experience started ****** but I got past all that, thanks *****! When I got the vehicle I was told they had just gotten it, which was obvious as it wasnt cleaned out properly, but I needed a vehicle bad so I didnt stress it. When it rains the side wall next to the windshield gets wet. Today while driving I turned a corner, and water dripped onto my foot which confirmed my theory of something not being sealed properly. When I got back in my car it smelled like vinegar which is a sure indicator or mold/mildew. I have. Young child and I now dont want to drive the vehicle out fear of getting sick. I think its very messed up to sell people vehicles that havent been properly inspected and given a proper stamp of approval.

  

  Business Response

  Date: 07/19/2024

  We are sorry to hear that ****************** is having an issue with her used vehicle that she purchased in November of 2023. Our goal is to provide reliable transportation with as much worry free ownership as possible. Things do come up with used vehicles from time to time. When a customer reaches out with any potential concerns, we attempt to resolve in a timely manner. The first time we were made aware of this was July 5th 2024 where is was found she needed a windshield. We are happy to assist in the scheduling of that service with one of our vendors at her convenience. Thank you.

  Customer Answer

  Date: 07/25/2024

  Complaint: 21942882
  
  I am rejecting this response because I was told on 7/5 that the reflector light for my vehicle had been ordered and that it would be in, in a few days; still haven't gotten a call about its estimated delivery date or expected repair date. I Was also told on 7/5 that I didn't need a new windshield and that I could just have the seal replaced, service manager was supposed to contact me about pricing and availability, still haven't heard anything. I have called multiple days and left messages begging for a callback and STILL have not heard back. 

   

  Please stop lying to the BBB and better your communication with your customers. 
  
  
  Sincerely,
  
  Cambreona *******

  

  Business Response

  Date: 07/30/2024

  We appreciate ****************** patience. We have scheduled a time to address issues with her. Thank you

• Initial Complaint

  Date:05/14/2024

  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 purchased a vehicle from Frank *************** on 2/24/2024. I worked with salesman, Dre. After I decided on a vehicle, ****, the finance person, addressed me and my family about the payments and interest rates for the vehicle. They were high, and I was hesitant to purchase but I proceeded. I proceeded because **** wrote on paper and stated to my family and witnesses that I would have a higher monthly car payment, but Frank **** would take care of the first two payments for March and April, and I would start paying in May. We talked with Title and Registration to finalize the deal and I asked repeatedly that my payments would start May 2024 with Frank Leta paying the March and April payments and it was agreed. I started receiving multiple debt collection calls from Santander Consumer about missed payments. I told ********* what was told to me from Frank Leta. I started calling Frank Leta 3/23/24 to address another issue and this one. I've called and left messages with Title and ******************************************** ***********************, and **** the manager. About 2 weeks ago, I talked to ******* the salesman, who said he was going to be the last person I talk to and get the situation resolved. ******* told me that Frank **** sent a check to *********, but they did not receive it or cash it, and Frank Leta was going to issue another check. ******* told me last week that he was waiting on the tracking number to the check to pay Santander. ******* said he was going to call me last week with the tracking number and going to send the tracking number to the representative at ********* because he had made them aware of the situation. I have called Santander, and they have no recollection of this information. I have begged for Frank Leta to call me back and stick to their word and make the payments to Santander. They are affecting my credit score and livelihood by being dishonest and a failure to customer communication. I do not feel like a valuable customer.

  

  Business Response

  Date: 05/18/2024

  We are sorry to hear about the payment issue with ************. We did send the check originally and it was returned to us in the mail. We have since sent a second check on Friday, 5/17. It should be arriving by the beginning of the week and posted shortly after that. We appreciate the patience and understanding of ************ and wish her the best. Thank you.

  Customer Answer

  Date: 05/20/2024

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

  Customer Answer

  Date: 06/19/2024

  Hello, 

  On May 20th, a note was received from Frank Leta via BBB that they had mailed in the money to pay Santander Consumer, ***, the finance company for my vehicle. I viewed my account with *********, and it appeared that it was paid because all was left were the late fees that were incurred. I was satisfied with the outcome of Frank Leta keeping their word and moved on. I paid my money/May payment as I should on May 25th. I just received a message from ********* saying that I'm 23 days behind as Frank **** only sent one payment/check when they promised to pay 2 months (March and April). Frank **** did not keep their word and pay the total balance of $2,215.26, leaving me with a missed payment and points off my credit score. They have ruined my livelihood, they have the worse customer service, and I wish I would have never done business with them. I want them to issue the April payment of $1107.63 and be done with them for good. Can you help or should I contact an attorney?

  Cenessia Keys

  

  Business Response

  Date: 06/28/2024

  We are sorry to hear that ************ did not have that posted to her account. We are getting those additional funds resent today. We wish her the best, thank you.