Complaints

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:11/13/2024

  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.

  I purchase a 2020 **** Q3 from Quality Auto Center, Springfield on July 12, 2024. I experienced my first issue with the vehicle, which was an electrical issue with the radio screen. This issue was approximately on July 29, 2024. In the month of October I experience with my vehicle where it stopped on me and the check engine light came on. I notified the dealership where I was told to bring it in to look at it. Within last of a week, my vehicle stopped on me. I then notified the dealership and was advised to bring it in. The vehicle was service within a few days. My vehicle then begin to experience the same electrical issue with the screen. I notified the service manager and the finance manager that I no longer feel safe in the vehicle and wanted to change vehicle. This request was due to experiencing issues in just a matter of a couple months. I am looking for a replacement of vehicle.

  Business Response

  Date: 11/18/2024

  Customer had service issues that had been all addressed. Customer stating that something is wrong with the Screen which she could not show our service department except on a video and when asked to see the problem, customer stated the problem is not happening right now. Therefore, we were unable to resolve an issue that did not exist. We are still willing to resolve this matter as soon as we can duplicate the problem.

  Customer Answer

  Date: 11/20/2024

  
  Complaint: 22552974
  
  I am rejecting this response because:
  
  The mentioned vehicle was taken into Quality Auto Center of Springfield to address and fix one of the mentioned issues that I have been experiencing off and one with my monitor which is located inside of the vehicle. The first experience with the screen was identified on or about July 29, 2024 which is not far from when I purchased the vehicle which was July 12, 2024. Upon bringing in my vehicle the car was not starting on two different occasions, I also notified the service department manager/ supervisor about the monitor issue as well.  I further showed him the video that I provided via phone so he can see what I was experiencing. I was advised by the service **** manager/supervisor that a new screen was put inside of it however I live experience two incidents where the same issue happened. Please note the issue is not something that is consistent but more an issue that is off and on. As the issue arises I record it with date and time. This issues is something that have been happening off and on since I purchased the vehicle. As of todays date 11/20/24 I have experience another issue with the monitor where is fuzzy more so in the left side. Within a four month timeframe I have experience issues that should not be happening. Also the finance manager was very insensitive and rude upon being notified about the issue. 

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

  Business Response

  Date: 12/02/2024

  As Mentioned in the response earlier, we could not duplicate the issue neither was the customer able to show us what is wrong with the vehicle. However, we have no problem fixing any issue as soon as we find one. The video that the customer showed us does not clarify any issues.

• Initial Complaint

  Date:08/13/2024

  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.

  Purchased a vehicle July 9th.July 11th I called the dealer in regard to back vents sprouting water and a mildew smell in the vehicle.July 12th- told by the service manager ***** the cabin filter needs replacement.July 25th car dropped off for service. July 26th called to pick up vehicle. Informed cabin filter was replaced. Tires were OK. Whooping sound from the tires were no heard even after driving 3 miles.July 30th took vehicle to *** who informed the cabin filter was no a new filter. Footage to prove and old filter.I received 3 different inspection on front tire. Front tire was worn. All 4 tires replaced by ***. Car rides smooth now.August 1st called about plates. Temp tag expires August 7th. Told a package would arrive Wednesday August 7th.August 7th called plates are not in. However, a letter can be provided stating plates are processing. I asked for my temp tage to be extended, requesting a new temp and was told by the front desk it was illegal to provide an extended date or a new temp tag in the state of **. The worst thing is I would be pulled over with the old Tage and receive a ticket and can bring it to the dealer and get reimbursed. I received a call from the title clerk ********* advising *** the ** would call. I have yet to receive a call.

  Business Response

  Date: 09/05/2024

  Customer has been reimbursed for the services done on her car and she received her plates already

• Initial Complaint

  Date:05/02/2023

  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.

  ***** down payment on 2013 ************* ,late on first payment ,payed ****** before the month end ,they took the car back,i lost my ***** dollar down payment.they tryed to give me a car that i not like .they wanted me to give them ***** to get my car back,that not right

  Business Response

  Date: 05/11/2023

  ***************************, failed to make his first payment on his auto loan with ***************************, as a result, *************************** denied his loan and re-assigned the contract to Quality Auto Center of Springfield 9basically it's a repossession) we tried to help mt ***** with a new loan but he refused. In case of repossession, customer does not get any of his down payment or any payments he made back. Please advise ************** that we are still willing to help him to get a new loan on a different vehicle if he likes. Thank you

• Initial Complaint

  Date:12/19/2022

  Type:Sales and Advertising 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.

  Transaction date 11/19/2020 $33,000 Temporary registration has expired (New tags have not arrived) and the dealership refuses to ************* or call back with a remedy.Need perm tags or extension on temp tags Business has not tried to resolve; they are avoiding me and refuse to call back

• Initial Complaint

  Date:11/12/2022

  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 Quality Auto Center of Springfield Located ******************************************************************** in June 2022. The car been back for repairs Atleast 4 times. Holding my vehicle for a week or more at a time. Not one time offering a loaner vehicle. They put miles on my vehicle each time. The computer and engine are the main problems of my vehicle. They refused to take the vehicle back and refund my money. So I had to deal with the back and forth inconvenience. I resided in ********. The dealership is located in **********. All they do is lie to me about the maintenance of the vehicle. Today I went to pick up my vehicle after them having it for 2 weeks. The gas was low as per usual. This happens all the time. They do wash my vehicle or give back with the same gas. Just neglect. I have to spend money to go to and from work while still paying a car note and insurance. I have to spend money to get to and from dealership as well. I went to ask for gas and the receptionist was absolutely disrespectful and dismissive. She called me broke for asking for gas. She called me raggedy. She told me she gets off work at 5pm. She was absolutely irate. Her job is receptionist. She had no right to be in the conversation of gas or repairs. She is very rude over the phone as well. There was a call to inquire about the gas before I came back into the dealership to ask about the gas. She was nasty on the phone and disrespectful. This experience was traumatizing.

• Initial Complaint

  Date:10/31/2022

  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.

  BUYER BEWARE!!!!I purchased a vehicle from this dealership with a trade in of my leased vehicle. We negotiated a price for the trade in and the price of there vehicle for sale. After sitting down with numbers the came back with a $5,000 maintenance fee on top of the price of the car. After going back and forth we agreed on the payments. the salesman told me that he called my lease company to get a payoff amount and we agreed. Fast forward 2 weeks later i get a phone call from the salesman telling me i owe taxes on my trade in. I said why am i responsible for the taxes. Shouldn't the dealer have responsibility to get the payoff amount with taxes when making this deal. They are ****** people at this dealership from the salesman to the management. They con you with these fees and expect you to pay for there mistakes. DO NOT GO TO THIS PLACE , BUYER BEWARE !!!!! THIS PLACE NEEDS TO SHUT DOWN.

• Initial Complaint

  Date:09/19/2022

  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 2016 ************* S550 from this dealer back in May 2022. It took the dealership way over the expected 30 days (temporary tags are for 30 days in **) to register my car with ************************* Even though I received my tags in July, I was finally glad that I would be able to drive my automobile BUT within a few weeks, the dealership called me back asking that I return the Tags/Registration right away since Motor Vehicles had made a mistake and that the dealer had to overnight my plates back and wait for them to be re-issued. I complied and returned the plates the same day within hours of getting the call. The dealer told me that it would take a week for me to get my updated tags/registration and now it is almost October (I returned the plates in July) and I have no idea what is going on. I have attempted to call and email multiple times and every now and then I would get a response asking me to wait but the last month or so, I have had no luck and I have been completely ignored by the dealer i.e. they say that they will return my call and I never get a call. Further, I have also been requesting a loaner but I have not been provided one. I filed a complaint with the ************************ as well and an investigator told me that the dealership didn't have a "Surrogate" letter that is a requirement for ** to register cars for those instances where the original seller has passed away, which I am told is the case here. That said, it is almost Oct and I have been making a $901 a month car payment + full insurance on a car that I cannot drive,