Complaints

This profile includes complaints for Astorg Auto of Charleston, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Astorg Auto of Charleston, Inc.

  7 Dudley Farms Ln South Charleston, WV 25309-8249

  
• 

  Astorg Auto of Charleston, Inc.

  1501 7th St Parkersburg, WV 26101-5003

  
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  Astorg Auto of Charleston, Inc.

  2028 7th St Parkersburg, WV 26101-3802

  
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  Astorg Auto of Charleston, Inc.

  1401 13th St Parkersburg, WV 26101-4147

  
• 

  Astorg Auto of Charleston, Inc.

  5 Dudley Farms Ln South Charleston, WV 25309-8249

  

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:02/20/2025

  Type:Customer Service 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 2020 land rover range rover Evoque from ******* a month ago. I have a 100 day warranty on the vehicle from ******* through ****** ****. My car would not start. I had it towed to a mechanic. He said he can not work on it because it requires software only available to land rover dealers. I called to have the vehicle towed to this dealer and they informed me they only accept payments from warranty company's that they sell. Obviously to monopolize their warranty. My warranty company said if I pay out of pocket ****** **** may be able to reimburse me but I would be taking the risk. I agreed to take the risk and called to have the vehicle towed there to be fixed again and they agreed. The next day when my towing is already scheduled I get a call from the manager Jessica J****** saying they refuse to work on it because it wasn't sold at their land rover dealership. Even though I would pay out of pocket and they are the only place within 100 miles of me that can fix it. It is a 2020 with only 30k miles on it. I wont start and mechanics cant read the errors and they refuse to even look at it

  Business Response

  Date: 03/05/2025

  It has always been our policy to not chase warranties we don't sell.  It is sometimes difficult to get the money and typically hard to collect from the client if they don't pay.  Plus it creates a lot of extra work for our employees to deal with warranty companies they are not familiar with.  All that said, according to our service manager, as long as Mr. ***** was agreeing to pay up front we were planning to work on his vehicle but then he became very demanding and apparently instructing our scheduling person what we "would and wouldn't do" in an aggressive manner so our service director made the decision to not bring his vehicle in based on those exchanges as it would probably not be a good business fit for either of us and end poorly.  We understand Mr. ******* frustration at purchasing a vehicle and it not operating properly but we did not sell him the car and should not be target of his displeasure.  As a business we are able to decide who we do business with and who is a good fit and the manager made the call that we are likely not a good fit. 

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [This is completely false. I was never hostile and I agreed to pay it up front and the warranty company refund me. That is what I ended up doing with the dealership in Cincinnati which is double the distance from me that Charleston is. I agreed to pay out of pocket and it was on me to get refunded from the warranty company. I was specifically told by the rep that she doesn’t have to serve anyone she doesn’t want to. I had to drive 2 1/2 hours each way to get it and pay over double the price in towing because they wouldn’t even try to look at it. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 03/28/2025

  Our Service Manager reached out to Mr. ***** today and we believe we have a new starting point moving forward.

• Initial Complaint

  Date:11/08/2024

  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.

  I took 2018 Jaguar to dealership to get mechanical issue fixed. Astorg told me there was 3 things wrong with our car. We paid $2400 on 11/5/2024 and the dealership called saying all 3 parts were replaced and the car was fixed. When I went down to pick it up, the check engine light was still on and our car had the same problem. If I would have not checked the car myself before leaving the dealership I would have drove 2 hours home with our car not being fixed. Then Astorg contacted me to say that they were wrong and new part needed will be $4000.00. They do not want to work at all with us since they replaced parts that were not bad. I spoke to other mechanics and they said this should not have been mistaken as the parts have different symptoms. I want everyone to know Astorg is thieves and clearly breaking WV law with misrepresentation saying they fixed stuff they did not and possibly making up things to get more money out of the consumer.

  Business Response

  Date: 11/14/2024

  Mr. ****** purchased this vehicle from another party other than us.  Customers first visit to us was at 66k miles. Mr. ****** has been fighting a check engine light.  Through diagnosis we found it was on for two concerns. 

  At first it was an emissions concern, which we did 02 sensor and purge valve.  Now the light is reading on for timing concerns.  With timing concerns and no history, we started with replacing the camshaft solenoids which are responsible for advancing and retarding the camshaft.(this is the most common fault and the least expensive repair route without tearing down the engine)  Once those were replaced and the light came back on, we quoted the timing repair job. 

  There is really no way to know going in, because the codes are the same in both scenarios without tearing down the engine.  We offered Mr. ****** a discount towards the timing repair job but he stated he wanted to take it somewhere else.

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They left out the part they said the car was fixed and I drove two hours to pick up the car to find it with the check engine light still on and the problem actually worse than it was prior. How do I spend $2400 in parts I don’t need and the car runs and sounds worse. I have it at another mechanic and their first words was that Astorgs mechanic clearly didn’t drive the car or they would have been able to rule out some of the codes.

  They said I clearly paid for things I didn’t need replaced. Also they left out they were not offering a discount (10%) until they realized I was not going to just give them another $4000 after they already I already paid them $2400 to do nothing but make the car sound worse. It is clear that they do not have top notch mechanics or they are lazy. How do you say something is fixed when check engine light is still on and you made the car sound worse. It should not matter if I bought the car there or not. If that mattered then they should not have ever said they would work on it.

  I clearly won’t be using them again for any services but want to warn others that this company scams people out of their money or they are not very good mechanics. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 11/26/2024

  After reviewing with upper management, we were attempting to act in good faith and the most cost effective solution for the client without tearing down the engine.  And 2 of the repairs were not in this particular complaint.  Due to the fact Mr. ****** did receive new parts, our technicians spent time putting them on, and he will benefit from those parts and the warranty that goes with them, we are willing to settle for $750 and refund him the remainder over and above that amount that he paid. The total of the 2 repair orders is $2,380.45, so we are willing to refund $1,63045.

  Customer Answer

  Date: 11/26/2024

  
  

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. It changes my opinion of Astorg to attempt to do business as fairly as possible. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

  Business Response

  Date: 01/02/2025

  We issued the check on December 2nd as agreed, to the address on the repair order.  The check has never cleared our bank and I realized today we have a different address on file than the one on this complaint.  We have voided the original and if Mr. ****** will kindly verify the address he wishes it sent to, we will do that.

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  My address is:

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

  Regards,

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

• Initial Complaint

  Date:10/09/2024

  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.

  We took our 2013 F150 to Astorg Auto for them to check, they done a diagnostic test on it and said we need a part and they needed to order it and told us it was under warranty. We made appointment and took it back a week later when we got ready to leave they stop us saying it was know longer under warranty. They fixed it with a $1300 bill. My problem is it was a defective part on ford. We never received a notice through the mail was a recall, if we had a notice about the recall, but we had never received anything till the truck started acting up.

  Business Response

  Date: 11/13/2024

  Astorg Auto takes pride in delivering a transparent and positive service experience to every customer, so when issues arise, we take them seriously and work to resolve them promptly. In this case, a customer brought their 2013 F150 to our dealership for a diagnostic evaluation. Initially, it appeared that the part needed for repair might be covered under a manufacturer-issued warranty extension. However, after further assessment, we realized that the part was not eligible for warranty coverage as the extended coverage for said part had expired nearly a year before the customer brought the vehicle in for diagnosis.
  
  Recognizing the potential impact of this miscommunication, our team promptly explained the situation to the customer, including the fact that any repairs would require payment from the customer should they choose to proceed. The customer acknowledged and accepted this, electing to move forward with the necessary repairs after being informed.
  
  The customer’s primary concern in this complaint seems to involve communication around warranty eligibility and warranty-extension notices, which are managed soley by Ford Motor Company. While Astorg Auto does its best to communicate all known warranty information accurately, we rely on the manufacturer’s guidelines and notifications for these matters.
  
  We remain available to assist the customer in reaching out to Ford Motor Company regarding any additional questions they may have about warranty notifications. Astorg Auto values each customer’s experience and remains committed to ensuring clarity and satisfaction in every interaction.

• Initial Complaint

  Date:03/04/2024

  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.

  My 2018 Jeep Compass was taken to Astorg on January 18th it was to be serviced to check because I had a coolant leak and electronic issues on the 23rd. They called that evening and told me I needed a whole new motor Inspector from warranty company would be out within 24-48 hours then a second Inspector had to come out which ***** said he had no idea why* ***** called me on Feb 5th to get approval to breakdown to failure which we thought it already was! Didn’t know how they would diagnose me needing a new motor without it! So we called warranty company to figure out what was going on! They said they had requested Astorg to break down the motor the last 2 times they was there so my husband ****** went down the next day and told them to get it broke down! They said they would on Thursday I called Friday it still wasn’t done. I called the warranty company again on Monday around 11 am and asked if they had heard form Astorg they had not! Astorg called me Tuesday told me warranty company was out on Monday and they was waiting to hear back! I knew they was lying! But I called warranty company they confirmed they was lying. Warranty denied our claim we had to pay the $2335.09 and when we got my car back it was worse than when it was taken there. It is leaking oil bad a quart just sitting in the garage the 4 wheel drive light is on and the fan is not working. They lied and said the 4 wheel drive light was on when it came to them! Called them and if we bring it back to them they want us to pay more for them to fix it! When they was the ones who did this to my Jeep to begin with! I am requesting a refund because now we have to pay someone else to fix it right!

  Business Response

  Date: 03/27/2024

  Good Morning

  Please note this complaint and the customer are two different people. 

  The warranty company sent in a inspector to look at this vehicle.

  We stayed in touch with them throughout the process and they wanted the engine tore down and with the customers approval we did so.

  The warranty company sent in a inspector yet another time (total of around 3 times due to the warranty company telling us the they did not receive the info from their inspector)

  The warranty declined the repair and the customer did also.

  The customer requested us to put it back together with just a new gasket as we did. 

  This work was all approved by the customer before work was completed. 

  We will not be refunding any funds.

  Thank you

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

   

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Reg***** ******* **********

• Initial Complaint

  Date:02/28/2024

  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 a 2020 *** **** truck that I have had in and out of Astorg Auto since Nov. of 2023. I took the truck to them bc of a ticking noise the truck was making. They tried explaining to me that they did not hear any noises and that it was all normal sounds. I personally appeared at the shop and showed them in person the noise I was hearing. They agreed the noise was not normal. They proceeded to say I had the wrong oil in the truck and changed the oil in the truck charging me $187.90 without notice on 11/29/2023. I took the truck back thinking that it was fixed. Unfortunately I was wrong and the ticking/knocking noise was as loud or more than before. I took the truck back sometime after the holidays in late Dec. I would constantly have to call and ask for updates on the truck. After several attempts and not making progress they said they could not hear any noises. I once again had to make a trip to Astorg to show them the apparent noise the truck was making. Myself, Todd (front desk) and Russ (mechanic), inspected the truck. They said it sounded normal. I suggested we pull another *** truck next to mine to compare sounds. We compared sounds and they agreed mine was making a ticking/knocking noise and it was not normal. They kept the truck. Sometime later they called me and said the belt tensioner was the issue. They charged me 191.33 to replace on 1/15/24. They promised the noise was gone and issue resolved. This did not fix the issue. I brought the truck back the next day as the noise was still there. They then said that the lifters / camshaft was issue and agreed to replace them on 1/26/24. They again said issue was resolved and no more noise. This was not the case as it was ticking was still there. I did not drive the truck and it stayed on their lot. The past month they have had my truck with little to no progress. They say they cannot hear any noise and that they cannot diagnose the issue. They are extremely hard to reach and do not return phone calls.

  Business Response

  Date: 03/05/2024

  Good Afternoon.

  I have spoke with the customer on this case.

  We are refunding the amount that he has requested in the amount of $379.23

  He has agreed to take the vehicle to another dealer for a second opinion and try to get his issue resolved if possible.

  Thank you

  Charles ********* 

• Initial Complaint

  Date:02/07/2024

  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.

  Brought my A8 in for repair and service. There was no rush, allowing plenty of time for repair & diagnostic. After a short time was told it was front A-arms, so I had them replaced, but since that wasn't cause, needed to replace something else. No video or photos to warrant recommended repairs. They appeared to be expensively guessing. The A-arms replacement was around $2500, on top of the $2500 mirror repair. After set date for pickup, only option was to pick up after hours, since their service hours are limited and no delivery due to not purchasing the car from them. After I arrived, learned the code given to the lockbox was incorrect. Luckily there was a gentleman there who was able to assist, but ended up guessing the correct code. Car was stated as "ready", but had not been washed prior to my arrival, nor ever given a multi-point inspection. I then noticed the rear drivers side window down about 2" allowing the rain in. I took a photo and notified the gentleman from the dealership. After I started the car, noticed the service due light on. Since I was 3 hrs from home & was after hours, just drove the car back. While driving the tire light & DEF light also came on. The rear window that was left down would not go completely down and backseat was damp. Following workday I notified the service advisor, ***** ******, who then notified the service manager, ******* ******** ******* said she would need to review her cameras, then later stated it was not their fault & that I must have been the one who left the window down when I dropped off the car (I didn't but regardless they should have put up since parking it in the rain). She also refused to adjust the backup camera since it was off. In addition, I tried to reach the general manager. ******* stated she would also recommend I not bring my car there anymore. All I want is for my vehicle to be repaired correctly- drivers side mirror under camera calibrated and rear window working the way I left it.

  Business Response

  Date: 02/09/2024

  *** ******** brought his his 2014 Audi A8 with over 145,000 miles on it into our service department for repairs on a vehicle that he did not purchase from us.  We provided an estimate in the amount of $4,689.15 on 7/31/23. 

  On 8/8/23 we advised that more repairs needed done on the vehicle to correct all of the issues properly and the client declined those additional repairs and advised us he would pick up the vehicle around September 1st with a bill of $4,662.71. 

  Advisor reached out at the beginning of October requesting client pick up their vehicle and settle their account*  *** ******** advised that he was waiting on a settlement from ****** and didn't have the funds to settle the bill and pick up his car. 

  On 11/7/23 *** ******** called back in and requested the bill be discounted.  We discounted the ticket in the amount of $200.00 bringing the new invoice amount to $4,462.71.  He then requested we take two payments as his settlement from L***** was not enough to cover the invoice and also requested we purchase his car, we declined both offers.

  We then offered another discount so he could pick up his vehicle and get it off our lot.  The new invoice amount was $4,287.69 which he finally paid and picked up on 12/15/23.

  He called in and complained about the window on 12/17/23.  On 12/18/23 we offered to let him bring the Audi in for a free diagnostic and he did not bring it in.  He then filed a complaint with **** ** ******* for assistance with his repairs which they declined.

  Ultimately *** ******** called on February 5th, nearly 2 months after the initial complaint, to schedule an appointment.  We informed him that the diagnosis would be free but if it required further repairs, not related to the initial repair, that would all need to be prepaid as we had to wait nearly 6 months to be paid on the first repair. 

  As for the pickup and delivery, our policy is not to offer that service for clients that didn't buy their vehicle from us or over a certain age and mileage as it is very expensive for us to do that.  When the initial complaint was made, we checked our cameras and the window was up when the vehicle was brought around for pickup. 

  The vehicle sat on our lot for 6 months and now another 2 months have passed since making a complaint.  We don't know how the vehicle has been maintained during that. 

  We are still happy to offer the free diagnosis but stand behind the prepayment request if repairs are needed above and beyond the initial repairs we did. We believe this is an attempt to get out of paying for the service and parts that were already rendered. 

  We are happy to stand by the repairs we did but do not believe we caused any further damage to the vehicle. 

  Please see attachment. We believe this is an attempt to get out of paying for the service and parts that were already rendered.  We are happy to stand by the repairs we did but do not believe we caused any further damage to the vehicle. 

  Customer Answer

  Date: 02/09/2024

  Dec15th, my car was to be ready for pickup. Dec17th I arrived to pickup my car, as noted from the text I sent stating the wrong code given, service light on, & photo of the window being down 2 inches in the rain. Car entered the shop on July 31st for repair and diagnostic which were said to be caused by worn control bushings. Yes I did ask for a discount as I am a veteran and do qualify for the discount? August 8th they were still trying to figure out the cause of the noise after improperly guessing it to be the control arms which they billed me $2470.17. They then said it was the front air struts popping which would cost an additional $5527.68 on top of the total $4662.71- so yes, I had them hold off, given their previous misdiagnosis and desire to skyrocket my bill. To add to insult, they blamed me for the window when the car was in their possession, regardless of whether I left it down or not, if they are going to park it outside, they should be held accountable for leaving the window down. The fact they stated my car would be ready, when in fact it wasnt with the window being left down and service due light on? The car was not even washed prior to my arrival! No photos or videos were ever sent to me showing what needed repair? Audi did not decline my complaint- they took my complaint and forwarded to this dealership who ******* declined to make the necessary repairs given the damages caused and unwarranty charges. Did I ask for a discount for their sloppy work- yes! Did they fix or resolve what I originally brought my car in for- NO! The mirror is not fixed, nor can I find anything showing they even calibrated the camera after installing in? They caused damage by leaving my rear window down, then blamed me for their mistakes! The nerve this manager has & inability to comprehend her mishandling of service and damages made to personal property.

  Business Response

  Date: 02/29/2024

  I have attached photos from our internal texting system with the original date *** ********* vehicle was ready for pickup as August 9th (See file ********* Not December.  He didn't even respond to us for nearly two months.  The only reason he received a subsequent text in December is that is when he ultimately paid us for the twice reduced repairs we completed on his vehicle.  We had to store his vehicle for 5 months, which we did not charge him for storage that is typically $25 per day, discounted his invoice twice and further agreed to a free diagnostic to see if any of the original repairs we completed had failed (which we would correct at no charge).  He has failed to take us up on that.  This is clearly a ploy to get something for nothing.  Again, this is a 10 year old vehicle with nearly 150k miles on it, unfortunately systems begin to fail.

  Customer Answer

  Date: 02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dealership apparently looks for reasons to not warranty services provided since the services paid were not received, such as the side mirror that now does not defrost, 360 camera does not work as paid, car pulls to the right (although "aligned"), and damages to rear window (from being left open allowing rain to enter). Instead dealership is trying to redirect onto discounts given to being 100% disabled combat veteran. What a low blow! Apparently disabled veterans are to receive low quality services and do not deserve any discounts, since it is being used against me? I have since reported Astorg Audi practices to ** ***** ********* ****** *** **** ***. Next steps will be to send all documents to local news stations to warn Americans of deceptive services and malicious claims from unknowledgable manager and staff.
  
  Regards,
  ******* *******

  Business Response

  Date: 03/25/2024

  Again, we have offered to check our work at no charge to the complaintant and *** ******* has yet to schedule an appointment or take us up on this offer.  If what we were paid to repair has failed, we will stand behind our work.

  Customer Answer

  Date: 03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Checking the work is great but standing behind it is also accepting flaws and correcting deficits without any cost to the customer. Furthermore, you are most welcome to pickup the car at anytime from my home, conduct your inspection, make corrections to the prior service, and deliver the car back to my home. This would more than satisfy my complaint, as long as work is performed by knowledgable technicians and no further deficiencies are made??
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:02/05/2024

  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.

  I have a 2018 **** ***** ********* under warranty. I was having issues with the vehicle losing antifreeze and you could smell it, I also had a noise underneath and the engine light on. I took it to Astorg to be fixed on January 8th. The next day they called saying it just needed antifreeze added. I tried telling them there was more going on. They wouldn’t have it though. I ask them to make sure and of course after a few more days they gave the same story. So, I went January 27th to pick it up only to find they had tore off a piece to the driver door handle but still thought I would take it like that. I left the vehicle and they did replace it. I picked the vehicle up February 1st. I live around an hour and a half away. On my way home with the vehicle the engine light comes back on but yet they say nothing is wrong. You could still hear the noise underneath as soon as you pull out in it. They charged me $168.04 and the only thing they done was put antifreeze in it. Worst service department ever.

  Business Response

  Date: 02/09/2024

  The charge was for the diagnosis time, not putting the antifreeze in.  Our service manager, Ronnie ******, will be reaching out to Ms. ****** to try and get her vehicle back so we can rectify any issues she may be having.

  Customer Answer

  Date: 02/20/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  I was contacted by the Service Department Manager and scheduled to take my vehicle back in. They checked it out and found the issues and let me know exactly what I needed to fix my vehicle. I was satisfied with the service this time.

  Regards,

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

• Initial Complaint

  Date:12/11/2023

  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.

  Cancelled a maintenance warranty on a 2021 **** ****** and was told that I would receive the refund in 4 to 6 weeks. After 6 weeks and still no refund I called and was told it could take 6 to 8 weeks. Called after 9 weeks with still no refund and I still get the same run around like I am bothering them.

  Business Response

  Date: 12/26/2023

  A check was issued for the refund due to the customer the week oof 12/11/23, the week prior to our receipt of the complaint. 

  Customer Answer

  Date: 01/03/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** ******

• Initial Complaint

  Date:11/16/2023

  Type:Billing 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 went in for service to include a 4-wheel alignment I was then told I needed two lower control arms, two struts and one axel I was also told this was due to a prior road hazard accident I had thus Astorg knowing a insurance claim was involved Astorg did not think it was wear and tear ***** **** reviewed the claim and said one lower control arm was related Astorg had already performed everything but the struts leaving me with a $4,000 tab

  Business Response

  Date: 11/30/2023

  BBB
  1434 Cleveland Ave NW
  Canton, OH 44703
  Mr. *******,
  I am writing in response to the complaint filed against Astorg Auto of Charleston on 11/14/2023. Mr. ***** brought his vehicle to our service department for an alignment on 9/25/2023. During the technicians’ attempt to align the vehicle, he found that some parts would need to be replaced to properly align the vehicle and return the vehicle to a safe condition. These parts included: Both front lower control arms due to excessive play in the ball joints and the left front axle due to the inner CV boot being split and leaking all the grease out. There were also joints in the front air struts that needed to be replaced but were only available by purchasing both struts. Mr. ***** approved both front lower control arms and the left front axle but declined the struts.
  
  We completed these repairs and were able to successfully align Mr. ******* vehicle. Mr. ***** felt as though his insurance company should be liable to cover these repairs after approval was given, and he began working with them. The insurance company sent out an adjuster who eventually determined that the damage was due to normal wear rather than damage from a previous accident, and subsequently denied the claim. Mr. ***** urged our service team to tell his insurance company the damage was due to an accident. Mr. ***** also sent us a letter urging us to put it on our letterhead with our signatures and forward it to his insurance company, which we declined.
  
  Astorg Auto of Charleston diagnosed the vehicle and properly repaired it. We were unable to determine if the needed repairs were related to any accident. That determination was left to Mr. ******* insurance company.
  
  Thank you,
  
  **** ******** Service Director
  Astorg Auto of Charleston
  304-746-0698

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The dealer has failed to acknowledge that their service advisor Zach ****** stated to me the repairs were related to damage from my road hazard accident and based on his professional expert advise I did agree to make needed repairs however Astorg has also failed to acknowledge the vehicle was in their service just a few weeks before and done of this were and tear was there. Its seems that Astorg is now back peddling on what they stated in order to make a sale, In addition the original repair shop who replaced the tie rod end and said nothing else was wrong and then I sent the vehicle for the 4-heel alignment.

  At this time since Astorg will be reviewing my reply please be aware that I will be disputing the ******** ******* charges based fraudulent activity in order to make a sale, filing a West Virginia Insurance complaint for fraudulent claims to ***** Farm, West Virginia Attorney General Complaint, Federal Consumer Protection Complaint, MBUSA complaint for dealer practices unbecoming the starboards of ******** **** and legal action against ZAK ****** as an individual for telling me mistruths and causing myself harm and last another suit against Astorg Auto for their dealer practices.
  
  Regards,
  
  **** *****

  Business Response

  Date: 12/18/2023

  Mr. ****** is a service advisor and not a certified ************* technician nor is he a certified insurance adjustor.  It is likely that it was stated to Mr. ***** that we would do our due diligence with regard to the repair and may have even been stated the there would be a chance that the repairs were related to the damage based on a cursory understanding of the issues as presented.  However, after the actual repairs were being affected, it was determined by the insurance adjustor, not our staff, that the repairs did not fall under the accident claim but had shown signs of normal wear and tear based on the age and mileage of the vehicle.  Again, to be clear, we did not make that determination nor can we in cases involving insurance.  Mr. ***** went on to ask us to place verbiage, he had written, on our letterhead and sign it, which we were unwilling to do.  Mr. ***** had previously been asked to no longer do business here when it was still ***** ******* ***** Cars based on bringing suit against that entity.  We are no longer inclined for him to return here based on his over the top, threatening language in this complaint over a matter his insurance company's adjustor adjudicated.  We would not have affected the repairs on his vehicle had he not approved them prior to them being done.  This is just a matter of not wanting to pay for the work provided to repair his vehicle.  We attempt to assist all of our clients to the best of our ability within the framework of honesty and integrity.

• Initial Complaint

  Date:10/04/2023

  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.

  I took my vehicle into the service center at Astorg Auto beginning on May 26th We waited 3+ hours to be told the vehicle was not finished with recalls and updates. The service manager was incredibly rude. I go back September 14th to wait 7+ hours to find out the vehicle was not finished after being told it was. I spoke with the Service Manager on September 20th and was told he would provide someone to come down and switch vehicles with us. I reminded him we need a 6 passenger vehicle due to family size. He confirms. The following day , September 21st, the vehicle they planned to bring was not a 6 passenger vehicle. I request the General Manager. He calls and states he will take care of this and get my vehicle issues resolved. It has been 2 weeks with no return calls or dates for fixing my vehicle correctly. I have left multiple messages and no return solutions.

  Business Response

  Date: 10/16/2023

  Hello,

  At the time the customer was wanting a 6 passenger vehicle all of ours were loaned out to other customers.

  We now have the customer scheduled for 10/18/23 and we are picking up the vehicle from the customers home and leaving them a loaner.

  Thank you

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

  Customer Answer

  Date: 10/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] 

  I was made aware there were no vehicles available at that time. I was promised to have return calls with a projected date of fixing for the vehicle. After attempted calls and voicemails, I finally resorted to filing a complaint via BBB. I spoke with the service manager , Mike, who informed me that my vehicle situation was forgotten about. Yes, the vehicle has been brought in for service after my BBB complaint and is approx 1-4 weeks away from repair that could have been resolved in May or even September. 
  
  Regards,
  
  ****** *********