ComplaintsforCastle Auto Group, LLC.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2013 F150 from Castle Auto Group. We purchased the vehicle on 7-16-2024. While test driving I noticed a bit of a miss and spoke with the salesman and his mechanic about it. The mechanic told me the engine was fine and I probably just needed a tune up. On 7-17-2024 I picked up the vehicle from the lot. On 7-18-2024 my friend came over to look at the truck and we took it for a drive. While driving on the highway the check engine light laminated and flashed a couple times. I immediately brought the truck home and then noticed there was oil leaking from somewhere. I contacted the car lot with no response. I purchased a warranty from the lot so I took my vehicle on 7-19-2024 to Bare Knuckle to get looked at and on my way there the truck started to smoke. When I got there the mechanic noticed that there was a misfire is cylinder 3 so he pulled the coil pack and noticed there was oil. Then he looked over the cover and noticed there was a cut that somebody tried to repair with glue. He advised me not to drive the vehicle anywhere. I contacted the lot and spoke to the one salesman who told me that my warranty was not active yet and that the lot was getting ready to close so he would have to call me back. ****** did call me back at a later date and left me a message stating that I needed to bring the vehicle back to them. I called him back and did not get an answer. I had my vehicle fixed with Bare Knuckle because I could not be without a vehicle. I don't remember what day it was but around 2 weeks ago I spoke with a woman at the lot who advised me that they were not going to reimburse me for fixing my vehicle because I did not take it to their mechanic. I tried explaining that I was advised not to drive the vehicle with the problems it was having and she hung up on me. They have not returned my calls since.

  

  Business response

  09/28/2024

  Hello, ****** ****** called about a week after he had the truck. When he called we were closed and all office personal  had already went home , the person answering the call us a detailer and took a message that we received on Monday. We tried to call him several times and when he did call back he demanded that I pay for his repair. The time that had passed was a few weeks with no return call from him after I reach out to him when he called the first time. I asked him why it took him so long to respond back and he told me he was on vacation. We did follow up on his call for help but with no response from him for weeks we didn't have the opportunity to help him . He has a service contract when he bought the truck . He test drove the truck the day he bought it if there was a issue he could have walked away. The service contract he has doesn't cover most of the routine work he had done. Also he threaten us in the last call he made. 

   

  

  Business response

  09/28/2024

  This is the Test drive paper he signed.

  Customer response

  10/01/2024

   I am rejecting this response because:
  I called them two days after I brought it home. There was no answer, so I left a message. They did call me back the following day and I was told to bring the truck back to them for their mechanic to take a look. The ASE certified mechanic I already had the truck at told me the truck was not safe to drive. I called them while I was at the mechanic and got a voicemail again but that time I did not leave a message. They did try to call me while I was on vacation but because we were away most of the day I did not get a chance to talk to them. I did then talk to a woman after we got back from vacation because I called there again. She was not professional at all and I never threatened her. I just told her the fact that I was on vacation had nothing to do with me being on vacation and I felt like they needed to fix the vehicle because when I brought up the miss I felt their mechanic ensured that it only needed a tune up but I found out otherwise when my mechanic discovered the cam cover was sliced and then glued instead of replacing it.
  
  

  

  Business response

  10/07/2024

   If we had known there was a issue with the truck we would have addressed it. ****** took that option from us to help him , I know he said he couldn't drive it back here but it could have been towed here. The pictures he sent in is not something we did , We also noticed from the mileage on the repair bill  he has put 429 miles on the truck and he only lives a short distance from the dealership. We don't believe that this happened as soon as he bought the truck do to the amount of miles on the truck.  He did sign an ASIS document but I would be willing to help him with $700.00 for the parts because if we fixed it here labor would have been free with our own mechanic. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have put 3000 down My check engine came on took down they said they fixed it and then a couple days later the Check engine like came back on took to vanderve and my converter which wasn’t covered under my warranty. I took back down there, first seemed upset that I would even take it to a place to get it properly looked at. When I took the car down I asked if I could have a loaner car so I can get around as I’m a manager and needed to be able to move they told me I have to purchase registration and tags to have a loaner car. ***** ******* went down there and the next day my car was ready and the check engine like came on and I called and I said something the son said “call back Monday I can’t deal with this right now” I have a paper stating that they fixed it and I have the code that is reading that the converter needs to be replace. I asked them if they would just take what I get fixed off the car since they didn’t fix it they said no and started talking about the fact that ***** ******* came down there and that I caused a lot of drama that they was going to fix it but he backed out and said no and then came me a paper stating he did.

  

  Business response

  04/17/2023

  [BBB transcription via email, see attachments]

   

   

  Mrs. ***** ******* purchased a 2014 Chevrolet, Cruze on 02/23/2023. On 03/07/2023 Castle Auto Group received a call from Mrs. ******* complaining of a burning smell. I asked her to bring the car down so we could check it out. Upon inspection we found that the turbo was leaking. I called Mrs. ******* and explained that the turbo and valve cover gasket needed replaced. I told her it would take a few days and she could have her car back.

  
  I am including two commercial invoices one from Auto Zone on 03/09/2023 and one from O'Reilly on 03/08/2023 proofing the purchase of the item that were installed on Mrs. *******'s car. Mrs. ******* picked her car up and I didn't here anything from her. On 03/22/23 she called Castle Auto Group again telling me her car had an engine light on the dash and she took it to VanDevere Chevrolet. I told her to let me know what was going on when they were done. Mrs. ******* called very upset telling me she couldn't afford the repairs that were totaling $2822.77. I asked her to bring the repair bill and car here so we could check it.

  
  On 03/22/2023 Mrs. ******* and her friend came to bring the car and the repair bill. We looked at the repair bill and told her we could help her get it repaired. I have included a copy of the repair bill from VanDevere . Mrs. ******* and her friend were very upset because she wanted me to give her a car to drive and I told her I don't give out loaner cars. I was told by them that they had someone higher up that would be down to take care of me. I wasn't sure what that meant but was feeling very threatened. About thirty min later Mrs. ******* brought her manger from her place of employment to come and talk to me about the issue. I explained again the issue and we would help fix the problem. Again, she agreed to leave the car for repair. Then I receive a call from another lady that wanted to discuss Mrs. *******'s issue with her car over the phone. I explained the only name on the contract was Mrs. *******'s and I can't discuss private info without her present. I told her to have a nice day and hung the phone up.

  
  About an hour later Mrs. *****h ******* from Ohio Bureau of Motor Vehicles came to Castle Auto Group. When she came in, she was very upset that I hung the phone up and didn't discuss the issue over the phone. She asked to see the file and then asked me what was the issue. I explained and she said that was not what she was told. Mrs. ******* said she would inform Mrs. ******* not to bring anyone else to the dealership and to wait for the call to pick up her car.

  
  Castle Auto Group did repair what was on the repair bill from VanDevere. I am including the bill from Van Devere and the commercial invoice where we purchased the part on 03/23/2023 from Auto Zone.Mrs. ******* pick up her car and signed a Goodwill Repair Acknowledgment she has put over 2000 miles in a month. With the threats and harassment, I do not wish to help Mrs. ******* any further
  

  
  

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