BBB Accredited Business since

Dean Team Automotive of St. Louis

Additional Locations

Phone: (636) 227-0100 View Additional Phone Numbers 15121 Manchester Rd, Ballwin, MO 63011 View Additional Email Addresses http://www.deanteam.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Dean Team Automotive of St. Louis meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Dean Team Automotive of St. Louis include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 57 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

57 complaints closed with BBB in last 3 years | 23 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 5
Delivery Issues 3
Guarantee/Warranty Issues 9
Problems with Product/Service 37
Total Closed Complaints 57

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Dean Team Automotive of St. Louis
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 4

Additional Information

BBB file opened: October 13, 2009 Business started: 01/01/1978 Business started locally: 01/01/1978 Business incorporated 02/24/2012 in MO
Business Management
William C Dean, Owner Bill Dean, Vice President Patrick C. Dean, Owner Michelle Heister, Operations Manager Kate Smith, Executive Assistant
Contact Information
Principal: William C Dean, Owner
Customer Contact: Michelle Heister, Operations Manager
Business Category

Auto Dealers - New Cars Auto Dealers - Used Cars Auto Dealers - Buying Co-Op Auto Parts & Supplies - New Auto Repair & Service Auto Services - Oil & Lube

Alternate Business Names
Dean Dick Economy Cars Dean Team Ballwin Subaru & VW Dean Team Hyundai Dean Team of Kirkwood - VW Dean Team Volvo of Brentwood

Additional Locations

  • 10205 Manchester Rd

    Saint Louis, MO 63122 (314) 966-0303

  • 14754 Manchester Rd

    Ballwin, MO 63011

  • 15121 Manchester Rd

    Ballwin, MO 63011 (800) 834-2173 (800) 844-9502 (314) 966-0803 (636) 591-0500 (636) 220-8202 (314) 647-4000 (636) 256-1920 (636) 227-0100

  • 7700 Manchester Rd

    Saint Louis, MO 63143 (314) 644-9501

  • 8154 Manchester Rd

    Saint Louis, MO 63144

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/31/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We were working with a salesman, ****, on the purchase of a vehicle for the last week. We agreed via text message on a price and things that needed to be fixed prior to picking up the vehicle. **** stated that he would get the issues resolved, and let us know when we could pick it up - should be Tuesday. We contacted him Tuesday morning to find out what time, he stated that he should be afternoon, but if it didn't look like it would be ready, he would let us know. He did not contact us - we reached back out to him after 5 and he stated the shop was not finished with the vehicle. We contacted him again Wednesday several times to find out when we could pick it up. He finally let us know to come that afternoon after 3 PM. We went to get it, and he did not fix all the items agreed to, only one. We asked that he get them all fixed and let us know. We went back by there at 6 PM that same day (2 hours later) to show the kids the vehicle, and found out another salesman SOLD IT! We had already secured financing , etc and **** knew this and the dealership allowed it to be sold to someone else. Waste of an entire week of our time and unbelievably horrible sales experience/

Desired Settlement: I would like to understand how something like this could happen -- we had a written agreement via text message with he salesman on the purchase of the vehicle. We were just there an hour before they sold it to someone else to pick it up but the work agreed to was not complete. I also want to ensure that the owner of Dean Team knows that this is how this location is treating its customers. The manager didn't seem to care either, as we spoke with him last night and the salesperson accepted no accountability. The Dealership should find a comparable vehicle in the area and offer us the same deal as previously agreed to.

Business Response: Customer initially came to dealership and made unrealistic offers on said vehicle. In the days that followed we had multiple customers interested in the same vehicle. During this period of time, we realized that the DVD player and the back up camera were inoperable. At this time we sent the vehicle to Auto Trim Design for repair of these items. Following these items being repaired the vehicle was returned to the dealership. At which time the customer came back and looked at the vehicle and stated there were more repairs he wanted before he would consider purchasing the vehicle.  He then left the lot without agreeing on a price or purchasing the vehicle.  Within one hour of him leaving another client came in and purchased the vehicle in the condition that it was in and took delivery.  At no time did we have a contract obligation with this customer nor a agreed upon purchase price.

5/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Found car at lot, then downloaded pics from their website. Went back, tried car, made deal for them to correct brake failure light, to see car on lift before delivery, and gave down payment. Went back 2 weeks later to pick up car, examined car on service lift, took delivery, asked for the second key. Salesman said was lost or misplaced, but he had ordered me a replacement. Took car home and discovered the company had apparently created a piece of stitched interior material and placed over torn stitching on back seat. WAS NOT in the picture taken from company website when placed online, so the interior piece had to be added by them AFTER photos taken (I still have the pictures). I had seen the material when test drove car but thought it was pull strap for rear seat pull down console. Went back to dealer and service manager was away or off on two occasions. On the third trip was told by salesman he would get his used car manager. The used car manager said that he did not cover up the defect, and if it had been known it could have been made part of the negotiation, but would do nothing about it now since deal done. Of course, he made my point: If it had been known I would have negotiated a repair, but it had been deceptively covered up by the dealer. I have asked numerous times for my second key. Salesman has told me on different occasions: It has not come in yet (2-3); it has not been sent to dealer (2): he would go pick up and deliver to me; he got busy with customer and could not pick it up; needed to get a check to go pick it up (2); the company would not pay since it was a used car, he would pick it up and pay himself; he gets paid next week and will pick it up; he is gone to New Orleans and will pick it up when he gets back; and then quit responding to my text messages. Went by today and he says there was no more money in the deal to pay for the key, and he was sorry if I thought he had lied to me. Said they do not lose keys, that they are locked up, and the car came with just one key. I did not ask him why, then, he had already ordered me a second key when I took delivery of the car.

Desired Settlement: Since the company used deceptive practices to sell the vehicle with the missing key and covered up the torn stitching in the back seat, I would like the seat to be repaired and I would like a replacement key. I have also found other problems with they car: Leaking tires, seat belt servers that do not work properly, damaged parts on dashboard, accessory outlets that do not work, scuffed passenger seat, no spare tire. But those are my problems and are accepted as part of the deal; the dealer did nothing to cover up the problems. The two problems I have are things the dealer and salesman did to have me make the deal and be on my way. I was treated well as a customer on the verge of making a purchase, but after the deal was done it was a completely different story. The dealership has shown NO INTEREST in my complaints. (I did not personally speak to Tom Fastetti, the supposed general manager, but let the receptionist know of my complaint, and she said she would pass the information to Fastetti.)

Business Response:

Complainant purchased a pre-owned 2009 BMW 328 which we took in on a trade. Unfortunately there will be some imperfections when purchasing a seven year old car.  As stated by the Used Car Manager, nothing was done to the interior of the car's rear seat, there was no deception on the dealerships part what so ever and the second key has been found and will be mailed to the complainant.  We consider this resolved. 

Consumer Response:

Complaint: ********

I am rejecting this response because:  I have the photographs the dealership used to post the vehicle for sale on line.  The photograph of the back seat DOES NOT SHOW the piece of interior material that was added AFTER the photograph was taken to cover up the torn stitching.  I understand that the car was used and that it had flaws; I accept the flaws that presented themselves to me that WERE NOT covered up by the dealership.  But the dealership covered up the flaw so that a buyer would not notice the torn stitching until it was "too late" for the purchaser to notice and "make it part of the deal" as suggested by the used car manager.

I went to the trouble to even have the car put on a lift so that I could see the underside before I closed the deal.  If the torn stitching had been in plain view, I would definitely have noticed. 

It is the coverup that is the problem here, which the dealership did not address when they considered the matter closed.  It is a deceptive practice.

The dealership has now found the supposedly nonexistent spare key now and has provided it to me as of this date.


Sincerely,

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

5/23/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a new 2012 Volkswagen Beetle in July 2013. I was told I had a warranty started from the day I purchased the vehicle. I have the warranty for 3 years. I had a part above the seat belt that needs (a sensor) that is broken. I took my vehicle up to the dealership on 5/18/16 about this. They called me back today the warranty started before I got this vehicle and that it ended three months ago and is void. It doesn't make sense to me. Now the part will cost me $500.

Desired Settlement: I would like for the company to cover the sensor that I need fixed.

Business Response:

In response to the complainant’s concerns, the manufacturer’s warranty provides coverage for 3 years or 36,000 miles.  The complainant’s car was originally purchased on February 28, 2013 and in accordance to the manufacturer’s warranty expired on February 28, 2016.  Therefore the seat belt is not covered under warranty “by the time in service”.  The Dean Team contacted Volkswagen of America and Volkswagen of America offered to split (50/50) the repair cost of $520.00, as a goodwill gesture.  The complainant declined the offer and removed his car from the shop.  We have attached four (4) documents showing the warranty coverage, owner information and warranty start dates.  At this time there is no further offer to be made and we consider the complaint closed.


4/30/2016 Advertising/Sales Issues
4/13/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint:

The car is a 2015 Subaru that has a 5 year, 60000 mile warranty, the clutch was replaced about a month ago and there was water leaking on the inside of the car below the glove compartment, we took the car back and they advised that they have to take the car apart, and then realized that the transmission is completely out and they are not going to cover the repair. We tried to get our car of there and asked what we owed them at first it was $500.00 and then we asked a different gentleman and he said yeah it will be about $1000.00, even though they originally said $500.00, they didn't allow us to take our personal belongings out of the car and then sent us threatening letters that they were going to impound the car because we didn't want to pay these constant new charges that they kept making up because they clearly saw that we were foreign and thought they could take advantage of that. The car was bought new and there is a warranty on it that should cover everything, they are not wanting to honor that. It is absolutely ridiculous to see discrimination and experience it first hand.

Location invovled

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

Desired Settlement: We just want our car back in one piece so we can take it to a repair shop that will actually take care of the problem, and not worry about taking advantage of their customer. I don't want this dealer doing the repairs or anything else, I just want my car back in one piece.

Business Response: On 3/17/2016 Mr. ****** brought his 2015 Subaru WRX in to us for complaints of water leaking on the passenger floorboard and that all gears make a grinding noise when shifting between 2,000 and 3,000 rpm's and releasing the gas pedal. We looked at the water lead and found the sunroof drains are clogged with debris so we cleaned them at a cost of $20.00 to do so. When we test drove the vehicle it was apparent there was a transmission problem and the clutch was chattering when released. We called the customer and told him we would need to remove the transmission to further diagnose the concern and quoted him 6 hours at a cost of $780.00 to remove the transmission and tear it down to find the internal problem and determine whether it is warranty or not, this was approved on 3/17/2016 at 1:45pm by the customer. We removed the transmission and found first the clutch is aftermarket and  is worn out and there is evidence of abuse by the hot spots and glazing of the clutch, pressure plate and flywheel, then after further tear down we also found all the gears in the transmission are either beveled or chipped which is normally only seen on cases of abuse. AT this time we contacted Subaru to see if they would assist the customer in repairs as this is abuse not a failure from normal driving. We sent multiple pictures to Subaru as well as the Subaru representative was here and visually inspected this. Subaru declined any assistance to this repair stating this was abuse and does not qualify for warranty assistance and that they had already denied warranty in the past on the clutch at a different dealer less than 6 months ago. After about a week we tried to make contact with the customer to find out what he wanted to do with his car and at that point we were unable to get any answers from him not only by phone nut also by text messaging. Then on 4/5/2016 at 4:50pm he showed up to the dealer to remove all of his belongings and the plates off the car stating that he was just going to abandon here, we stopped him from removing his belongings as he had a bill to pay with us. The next couple of days we tried again multiple times by text messaging to reach this customer and find out what he was doing with his car, when we finally got an answer from him his reply was contact Subaru we not own that vehicle any longer, we then asked for a bill of sale to the new owner or something in writing to prove the car was sold and again we never received an answer. After a day we again tried to contact him by text as he was not answering any phone calls from the dealership and we advised him of out intent to pursue this issue in a legal fashion to get the bill paid and the car removed. He finally said he would pay the $780.00 to put the car back together which was not correct. On 4/7/2016 after multiple text messages and really not a good response we moved forward by contacting his lien holder( ** ***** ) and let them know what we told about the vehicle being abandoned and the local authorities which is also required before having the car removed from our lot and taken to an impound yard. I sent them a certified letter stating all of our intentions legally in regards to their vehicle and giving them 10 days to respond to it in which case they contacted the BBB on this. I have attached all documents including the text messages, repair order, proof of Subaru denying the last claim 6 months ago at a different dealership, a copy of the letter that was sent to them and a couple of pictures showing the damaged parts. I can also provide if needed a copy of the denial letter from Subaru on any warranty repairs to this vehicle at our shop and the reasoning why they declined it. At this time we would like the customer to come pay his bill of $800.00 and have the car removed from our lot. We have not charged the customer any storage fees but we will do so if this matter is not cleared up quickly.

3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2016 Hyundai Elantra on Jan. 11, 2016, with an extended warranty for $2,760.00 (approx. amount, don't have the paperwork with me). On Jan. 27, 2016 I cancelled the extended warranty and was given a copy of the cancellation form which states "allow three or four weeks for processing". It has now been two months and no refund/credit has been issued. I have called Dean Team numerous times (three times on Mar. 11, once on Mar. 14, once on Mar. 16 and four times on Mar. 25). I received one response, on Mar. 15, from ***** (last name ??). He left a voice mail saying he had made some phone calls and was waiting for a reply to see what went wrong and that he would have an answer for me "three to four hours tops". That was two weeks ago. I want to pay off the loan in full but can't until this issue is resolved. I believe I have been MORE than patient with Dean Team in this matter. ***** ********** **, Ballwin, MO 63011 was the location I worked with regarding this.

Desired Settlement: A refund check from Dean Team for the extended warranty amount.

Business Response: After receiving the complaint, we researched why the complainant had not yet received his refund for his warranty.  The cancellation refund was sent on March 24, 2016 to ***** *** ****, ** *** ******* *********** ** **********.  We do not know why there was a delay in refunding the complainants warranty.  We spoke with the complainant today, March 30, 2016, making him aware that the cancellation refund was sent to the lien holder and should be credited to his account.  He stated that as soon as he receives notice of the refund this issue will be resolved.

Consumer Response: 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,

****** ******      PS: As of today the bank has not received the check, but as soon as they do I will accept Dean Team's response.

3/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I bought a pre-owned Infiniti from Dean Team Volvo on 24 February 2016. When I talked with the salesman, *** ****** on 23 February, I asked him if the car came with two keys. He said that yes it did. When I got home, I gave the second key to my wife. She attempted to drive the car the following morning, but the key did not work. I called *** that afternoon and he said that the key just needed to be paired to the car and any Nissan/Infiniti service department could do that. I contacted the local Nissan dealer and they informed me that Infiniti keys could be paired on Wednesdays on a walk-in basis. I took my car with both keys to the Nissan dealer on Wednesday, 2 March. I was told that the one key I have that does work is from a Nissan Altima and the one that doesn't work is also not from my vehicle and is so old, it can't be paired to my vehicle. Furthermore, my vehicle has remote start and neither key fob has this feature on it. I called *** the next day to let him know we would need a replacement key since the one he gave us can't be paired to our vehicle. He said he would see what the service department at Dean Team could do. On 7 march I called and left a voicemail with *** since I hadn't heard back from him. He did not return my call. On 9 March I sent him an email asking if he could get this resolved by the end of the week and to give me a call. As of 15 March I have not heard back from *** or anybody from Dean Team. I specifically asked before I purchased the car if it had two keys. Not only does one key not work, but I can't use the full features of my vehicle because the key that I was given that works, doesn't belong to my car. I would like a second working key with the remote start feature included on the fob.

Desired Settlement: I would like for Dean Team Volvo to provide me a working key fob for my vehicle with the remote start feature included, as advertised on the vehicle information sheet.

Business Response: We are contacting the customer and arranging to have him bring the car in so that we can resolve the key issue. He will get a key that works for his vehicle. ****, the General Manager at Brentwood Dean Team Volvo is calling the customer himself this afternoon.

3/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Kirkwood Location The complaint started when I gave my daughter, ***** *****, a 2006 Volkswagen Passat. The car had the engine light on so I took it to Dean Team. We got the diagnostic on it. We told them the service engine light was on and we wanted to know why it wouldn't pass emissions. I told them not to worry about safety, but I wanted to find out the reason for the emissions problems. We paid the $120 for the diagnostic on 3/4/16. They kept the car for a couple days. My wife picked it up that Friday. She showed me the print out. The paper was vague about where the exact issues were. The service adviser was ****** *********. I called her on Monday to talk about where exactly the vacuum leaks were at. She said she made a mistake. She told me where the leaks were, but had grouped together prices on the paper for emission issues and safety issues. I asked how much it would cost for the leaks. $238 plus $36- $24 for emissions and $12 for safety Took the car back out there. She said the engine light was off and it passed safety and emissions. They test drove the car to make sure everything was okay. So I went back in to turn in the loaner car. I paid them for their repairs, which was $296.12 on 3/8. They pulled the car out. She checked out the rental car and gave me my car back. The check engine light is still on. I went in and told them about it. She said oh well let me keep it and I will see why it’s back on. She called me back on 3/9 and start saying a bunch of things that are wrong with it now. I feel I was cheated. I was assured that everything was okay and they had fixed the problems. Now my car is worse than it was in the beginning. If they had fixed it correctly, there wouldn’t be codes still on it. They told me they had checked the codes that morning and there weren’t any. I asked to talk to the manager. He said to leave the car there again until the next day, so I did. I picked my car up on this day, because I didn’t want to be out of a vehicle. I showed up the next day around 12 and the manager wasn’t there. ****** called him and he said he left because he waited for me in the morning and wasn’t going to wait anymore. She gave me his number and told me to call him. I have called and called him and he won’t return my phone calls. I called the corporate number. I talked to someone and they said the appropriate person will call me back. No one has called me back. They can take my money, but won’t call me back. I didn’t get a call until 3/14 and they left a voicemail. I tried to call them back and they haven’t answered.

Desired Settlement: I would like my money back, which is $252

Business Response:

Tell us why here...In response to Mr. ****

the customer came in the first time on 3/4/16 concerns were the check engine light and air back light were on and they had a light bulb out. We looked the car over and gave them a list of issues we found on their 9 year old, 200123 mile car. these issues were brake vacuum lines leaking, brake vacuum pump leaking, oil leakage from valve cover, front bakes worn, right front bulb burned out and the engine splash pan damaged. The customer declined the repairs, paid us for check out. They then returned on 3/8/16 to have the brake vacuum lines replaced and also to have the emissions test done for state inspection along with the safety inspections. we replaced the  lines and then cleared the codes from the ECM and drove the car 18 miles, at that time we completed the emissions test(passed) and let the customer know the car was ready. When they arrived to pick the car up, our valet drove the car up for delivery, no engine light at that time, the customer went out to leave and the check engine light had come back on. At that point we put them back in our loaner car and told them we would look it over and figure out what the issue was. After checking the car the following morning we determined the issue is the timing chain tensioner and or chain is worn to the point that it is slipping. This is not an uncommon issue given the high mileage and the fact that there are oil leaks and the tensioner require lube to prevent wear. Our service advisor ***** contacted the customer and explained all this to them and after a short time the customers father contacted me to discuss this issue. I explained to him several times that the issue now was due to a combination of high mileage and possibility of the oil level getting too low. He wanted to argue that we had not repaired the car properly and as I told him, if replacing the leaking vacuum lines which was causing a vacuum leak had not corrected the original issue, the car would not have passed emissions. I was unable to get him to understand that we have no way of knowing when a component is going to fail. The owners executive assistant tried to reach out to Mr. **** and had to leave a message, I had explained all of this to the owner who was in agreement that I had done all I could to satisfy the customer short of fixing his car for free. Hope this information helps clear this issue up.

3/3/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Dealership will not provide a "We Owe" item. 2012 Range Rover was missing both rear passenger headrests. Dealership put this item on the "We Owe" list and asked for some time to try to find some. After three months I've contacted the dealer via phone and email with no response on a status.

Desired Settlement: Please purchase and ship headrests to residence. Plaza Land Rover Invoice (XXX) XXX-XXXX ******* Quote# XXXXX Part Numbers: LRXXXXXX LRXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2016/03/03) */ The dealership is/has been trying to locate a set of re purposed headrests for Mr. *******'s vehicle as promised. Unfortunately, matching the color has been difficult. We will certainly honor our promise to send him replacements as soon as we can. Initial Consumer Rebuttal /* (3000, 7, 2016/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The desired resolution indicates a source for the headrests. It's been over five months of waiting with no response via email, text, or phone in regards to this issue. This is major safety issue for rear passengers in the event of an accident that has denied me the ability to transport anyone with piece of mind. Please rectify by agreeing to the proposed solution. Final Business Response /* (1000, 9, 2016/03/03) */ Volvo of Brentwood did place an order with Land Rover for 2 new headrests. One is on backorder for up to 10 weeks. We will continue to look for pre owned replacements in order to deliver these "owed" items in a more timely manner. Either way, Mr. ******* will get the headrests.

3/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Second key was not provided, which amounts to a material difference between what was agreed upon/implied at time of sale, and what was delivered. On Feb 22nd, 2016 we purchased a 2015 Subaru XV Crosstrek from Dean Team Volvo of Brentwood. After negotiation, we came to an amenable agreement for our trade in and price/add ons for the transaction. However, when only one key was produced, we inquired about a second key. At that point, the salesman said that he didn't know where the other key was, that he would check with another gentleman the next day to find out where it was. The implication being that there was a second key, and that it would be provided at a later date (similar to the floor mats, which were negotiated for and added in later that week). After a couple of days, I contacted the salesman who informed me that the second key did not exist and would cost $300 for us to get a replacement, which is a material difference from what was agreed upon at the time of sale, as the second key's existence and inclusion was implied after our line of questions about it. The salesman has confirmed the conversation/understanding through a text conversation dated Thursday, Feb 25 (in response to me saying I thought the other key was included/the day person had it somewhere else) "Yes, I could not find another key the night you purchased and mentioned I would ask the lot manager if he knew of another one the next day... he did not have one. Unfortunately not all of our pre owned cars have 2". At that point, I informed him of my displeasure with the apparent change in the deal/implied deal, and he told me to call and discuss with the sales manager. Which I tried to do, repeatedly (over 7 times in the course of a week). I left messages on the sales manager's desk phone and with several members of the front desk staff to have him call me over the next few days, including being told to expect a call on a Friday night by my salesman (I did not receive a call). My wife did go in to the physical location without me to pick up the floor mats (she had not been involved as heavily in the negotiation/issue with the additional key) - and the Dean Team Volvo staff put her on the spot and made her feel pressured/very uncomfortable to accept a partial solution while I was not present. Even then, the sales manager would not talk to her directly, instead sent her a "final offer" through a salesman that she was pressured to take (she did not). To this point (Monday 2/29/16), I have yet to receive a call back from the sales manager, despite my many attempts. This lack of follow up/shockingly unprofessional behavior on behalf of the sales manager is beyond disappointing, disheartening, and makes me regret my decision to do business with Dean Team Volvo. My issue is not that a used car did not come with a second key. I know a buying used car does not guarantee any set number of keys. However, the second key was implied and explicitly discussed during the transaction/negotiation, and thus should be included per the deal/implied deal agreed to at time of purchase.

Desired Settlement: I would like a second key provided by Dean Team Volvo, as implied and agreed to at the time of sale

Business Response: Initial Business Response /* (1000, 5, 2016/03/01) */ At the time of purchase, only (1) key to the pre owned Subaru was located. The ******* were told by their salesperson he would check the next morning to see if another key could be located. At no time were they ever told another existed nor were they promised one. The ******* were notified the next day in regards to only having one key available. A second key was never part of the agreement. We did provide all weather mats as this was agreed to per the sale details. As a kind gesture, the dealership has offered $150 to help with the expense of an additional key purchase if the ******* so choose. This reimbursement seems fair as nothing was promised in regards to another key.

2/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled an extended warranty 2 years ago (within the 30 days stipulated in the contract) and after numerous phone calls and emails I still have not received the credit. Two years of interest, over $100.00, has accumulated which they also refuse to pay commenting "the amount is minimal". I have received promise after promise that this would be credited but to date is still open on my loan which I can't pay off until the bank receives this credit. Product_Or_Service: extended warranty/service contract Account_Number: JXXXXXXXXXXX

Desired Settlement: Credit the $2,069.00 to the bank + interest.

Business Response: Initial Business Response /* (1000, 6, 2015/10/14) */ Upon researching the complaint, we have determined that the complainant is correct in stating that we did not get the extended warranty cancelled. Per the attached documents, the complainant states that we owe her $2069.00 plus $100.00 in interest. When the complainant originally purchased her vehicle she put a down payment of $5000.00 and an additional $2069.00 for the extended warranty so she would not have to pay interest on the extended warranty. We therefore have declined the request for $100.00 for the interest. We have sent a check in the amount of $2069.00 to ***** ***** **** to be applied to the loan on her vehicle. We are required to submit this to the financial institution because there is still a lien on the complainants vehicle. We apologize for the lack of communication between the complainant, warranty company and our finance department and consider this issue resolved. Documents sent to the BBB at *********@stlouisbbb.org. (3 pages) Initial Consumer Rebuttal /* (3000, 9, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) "When the complainant originally purchased her vehicle she put a down payment of $5000.00 and an additional $2069.00 for the extended warranty so she would not have to pay interest on the extended warranty". That is absolutely correct. I did not want the extended warranty added to my loan accumulating interest and I told the salesman that at the time. So, when I cancelled the warranty I totally expected to receive the refund at that time but was told by the salesman "it had to be added to your loan. That is how we do it. It will come off your loan balance". That wasn't what I wanted but accepted that it would be done. If it had been done at that time (2013). The interest would not be an issue now 2 years later.

2/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I was sold a 2012 Nissan Maxima and the information display screen doesn't work. I purchased a 2012 Nissan Maxima with 43,000 miles on 12/05/2015. The information display screen was not on in the vehicle. Once I got home and read the book on the vehicle, I pressed the button to turn the information display on and nothing happened. I then called The Dean Team on 12/7/2015 to let them know and they told me that I would have to bring it in to get looked at. I brought the vehicle back in to the service department for them to tell me that I had to take it to a Nissan Dealer get a diagnosis and let them know what the outcome was and we would go from there. I took it to a Nissan Dealer the very next day and paid $130 of which I was told by the service department at Dean Team that I would be reimbursed, but have yet to be reimbursed. I contacted Dean Team and told them the results of the diagnosis which was a bad information display cluster and was basically given the run around. I have yet to hear from the Dean Team and I would like for my vehicle to be fixed. I am spending a lot of money for this vehicle and all I want is for them to fix the problem.

Desired Settlement: I would like for The Dean Team to fix the problem.

Business Response: Initial Business Response /* (1000, 6, 2016/02/19) */ If the complainant could please provide us with a copy of the invoice for the $130.00 we will be more than willing to reimburse the money. We will then look into the remainder of the complaint. Initial Consumer Rebuttal /* (2000, 8, 2016/02/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the business response because it shows they are at least trying to stand by their word by reimbursing me and their product that they sold me.

2/17/2016 Problems with Product/Service | Read Complaint Details
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Complaint: The Dean team of kirkwood list there cars for a price then add 750 to that price then on top of all that I put money down after we already agreed on a price they raised the price another 1000 and try to blame it on the bank ! How does the bank control there prices ? Then I receive an email say my credit was run again by them almost two weeks after all this happend without atherization I will never buy a car from them again just watch them very closely !!

Desired Settlement: I would like my credit fixed and my wife's And the 1000 dollars they took out of my pocket I work hard for

Business Response: Initial Business Response /* (1000, 5, 2016/02/17) */ Contact Name and Title: ***** ****** GM Contact Phone: XXX-XXX-XXXX Contact Email: ***********@deanteam.com Customer did not pay the 750 he is referring to nor the 1000 bank fee in fact he paid 4000 dollars less then the original asking price. Thanks for your help in this matter

2/3/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: The paperwork says I paid $10,897 for a 2013 Hyundai Accent hatchback but $11,205.55 from my bank account. I paid cash for the car. They failed to disclose that there was damage to the front right fender of the car that had been repaired West Spirit. I have tried to talk to the manager and I keep getting stone walled. I have contacted the police and a report will be filed.

Desired Settlement: I would like for the company to fix the front right fender to my satisfaction and refund $1,000 in a timely manner.

Business Response: Initial Business Response /* (1000, 6, 2016/01/27) */ Upon researching the complaint, we have the following rebuttal to the complaint. When the complaint purchased the vehicle from Dean Team Hyundai the purchase price was $10,867.00 + $199.00 admin. fee bringing the total vehicle price to #11066.00. The complaint also put $139.55 down for the Service Contract payment plan, bringing the total to $11,205.00. As far as the "damaged" to the front right fender, it was disclosed in the CARFAX that the complainant read and signed. This damage was done by the previous owner who lives or lived in New York at the time of the "accident". (6/17/14) We have no records stating that the complainants vehicle was taken to ****** ********* Documentation will be faxed over to the BBB of St. Louis. Documentation will include a signed CARFAX and the signed "Payment Plan Agreement". We consider this complaint closed. Initial Consumer Rebuttal /* (3000, 8, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a copy of the car fax and it is not on there. It was never in new york. The original owner lives here in Missouri. They are liars.. The car was told to me the car was 10,000. And that the 897,00 is what they expected the personal property tax would be. Making it a total of 10, 897. That 897.00 was taxes. Which is exactly about what I paid for personal property taxes. This is not closed. I will hire an attorney for this matter. I am pretty sure if this was done to their daughter, mother, sister they would be upset. And yes. 199.00 was for administrative fees. This is what I have gotten from this dealership from day one. These are lies. And I have the paperwork. The fender was never mentioned. Lying crooks. I suggest nobody do business with these people. Will call the news and corporate.

1/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Dean Team set off a ?new car bomb smell? odor to cover the gas odor in my 2014 Tourag due to changing the fuel pump. They have tried cleaning at their shop (3x), they finally sent to a detail shop to cleaned, however the odor very powerful causing me to drive with windows down breathing through my mouth because the odor causes me to have migraine headaches (I've had several because of the car odor). I can?t pick up my grandson because he too has migraines from this odor. I was told by ***** ****** their service manager to take car to a different dealer, which I did. Bommarito VW says the smell will go away it needs aired out, but if they caused this problem they would fix it. They also said they don?t use chemicals to correct gas odors; they would have sent to detail shop or changed carpeting. In addition, since they didn?t create the problem I was told to return to Dean Team. Dean Team and the car manufacture say to clean the car myself. Obviously I will need to pay someone to do this. It is a month later and the odor is very pungent. My drive to work is 50-60 minutes and with the winter weather I?m having great difficulty with my heat on high and my windows down. Product_Or_Service: 2014 VW Tourag

Desired Settlement: 1) Clean carpeting in vehicle 2) Pay to have another company clean carpet to remove odor 3) Find a replacement 2014 Tourag with similar miles to replace vehicle

Business Response: Initial Business Response /* (1000, 6, 2016/01/04) */ i have tried everything possible to satisfy this customer with no results. she brought the car in with a fuel pump issue. to access the fuel pump, you have to remove the rear seat and a panel in the floor and while the system is open, fumes get in the car. this is a repair we do often and this is the only issue that we have had in the 14 years that i have been here. to try and work with the customer, we did clean the interior and used a VW deodorizer and the car was acceptable per VW guide lines, the customer complained of the odor, we clened the car a second time with the a deodorizer that simulates the new car smell, customer still unhappy, i then sent the car to a professional detail company and had them steam clean the entire interior. customer still unhappy, suggested that she take it to the dealer she purchased it from to get a second opinion. while it was there the VW factory rep for our area was at that dealer and he looked at the car and found that it smelled very clean and acceptable. the customer contacted me at that point and stated that she still finds the odor offensive and wanted to know what i would do, i stated that i had already do everything possible and that anything else i might try would just introduce another odor that she would not be happy with. about the same time, the VW factory rep contacted me and stated that he personally had just take delivery of a brand new car, just like hers and was surprised that her car smelled just like his brand new car. i mentioned to him that she still was not happy and asked for suggestions, he stated that he agreed that i had already done more than i should have and also felt that she would not be happy no matter what. i had at one point talked to the customer who kept telling me that she has super sensitive smelling that she should have some type of air freshener that she had found over the years that she could tolerate, to which she replied that there was not. i feel bad that i couldn't satisfy her, i really tried. and as far as VW is concerned they feel that there is no other options. as a side note, i did compensate her for a seat cushion that she claimed absorbed the odor and caused a rash on her body, i compensated her for the fuel that was used taking the car to the detail shop and furnished her with loaner cars the entire time her car was in our shop. i even left the car sit in our shop over the weekend with all the windows open to help air it out. if i can offer anymore information, let me know.

12/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Bad Sales practice and Fraud On July 9, 2011 I purchased a 2005 Nissan Murano from this dealership, VIN# ****************, stock# XXXXXA. It was purchased for 19,294.00 with a service contract. From the beginning I have had problem after problem, which is documented by Bommarito Nissan. There were front axle and CV boots replaced, Motor Mounts, Headgasket, catalytic converter just to name a few. I never understood why I had so many problems, when regular maintenance was always kept up. Long story short I decided that I was tired of fixing things and went to trade the car in. Low and behold the Appraiser at the dealership asks who had the accident. I said I have not had an accident. He showed me the report and in 2006 there was an accident that totaled the car and was sold to the Wholesale Auto Auction with no bumper, hood damage, undercarriage damage and unibody damage. I dropped my purse in utter despair. He said, "Mrs. **** this vehicle should have never been on a dealership lot. This should have not made it past the auction. I cannot sell this on my lot. Which means at best I can ONLY give you 2000 dollars for your trade." The dealer knowingly and fraudulently failed to disclose this information to me. I NEVER would have gone through with a purchase of this vehicle with knowledge of the prior damage that the vehicle had sustained and been in. IT IS JUST NOT SAFE. I feel that this type of business practice is unacceptable, and horribly maliciously deceitful. Not only was I defrauded by Dick Dean, but the credit union also. I intend on speaking with the Credit Union as well to inform them of their fraudulent practices, because I am pretty sure that they would not have lent money on a DANGEROUS and DAMAGED vehicle. I cannot believe that it is still people that would take advantage of someone like this and still be able to sleep at night and kiss their children, when I may not have been so lucky. I have worked hard to pay off this loan only to find out that I have paid for JUNK. The only resolution that I see fit is that I receive a refund for my purchase minus 2000.00 from the trade in which will not take place until 11/30/2015. I also will be contacting the Attorney General and ******* ***** as well.

Desired Settlement: The only resolution that I see fit is that I receive a refund for my purchase minus 2000.00 from the trade in which will not take place until 11/30/2015. And a full written apology from the family that this will be closely monitored for the future.

Business Response: Initial Business Response /* (1000, 5, 2015/12/07) */ Upon reviewing the complaint, we obtained the complainant's car deal and are providing you with the following information. The complainant did purchase the vehicle from Dean Team Hyundai on July 9, 2011 at the price of $19,294. At the time of purchase, there were 46,387 miles on the vehicle. When negotiating the sale, the complainant was provided a copy of the "Carfax" report and signed the form stating that she did receive the report. According to the attached Carfax the vehicle was not totaled, was not sent to auction with no bumper, hood damage, undercarriage damage or unibody damage. It states in the Carfax that there was an accident reported on 07/22/2006 involving left front impact. It also states in the Carfax that there was "No total loss", "No structural damage" and "No airbag deployment". We have attached a copy of the Carfax as well as the document the complainant signed stating they viewed the Carfax. We feel that the complainant may be getting incorrect information from the seller of the current car she is interested in and/or it's a scare tactic to only allow $2000.00 for a trade in. Dean Team Hyundai took the car in "on trade" and did a complete 98 multi-point inspection, state inspection, emission test and an oil change. The complainant as of 6/16/2015 has put over 62,294 miles on the vehicle experiencing no "dangerous" issues . Dean Team Hyundai would be willing to have the complainant bring the vehicle in for trade on a newer vehicle if she would like. The trade value, with the miles the complainant has put on the vehicle COULD be anywhere between $3000-$3500 depending on the condition of the vehicle. There will be no refund issued pertaining to this case. We again would like to state that the complainant was not given the correct information from the "Appraiser". Attached are copies of the Carfax with the above listed items in asterisk (*), a copy of the Carfax form the complainant read and signed, the "Repair Order" form used for the 98 point inspection, oil change and the Missouri State Inspection.

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/10/15 we were asked to put a $500.00 credit card deposit on the purchase of a vehicle.On 10/12/15 we signed the paperwork and took delivery of the vehicle.About a week later the paperwork arrived in the mail and I noticed that our deposit was not credited to the sale.I called the salesperson at the dealership, and left a message regarding the issue and asked him to look into it.Not receiving a response I called the salesperson again at the dealership a few days later and again left a message.Not receiving a response I sent the salesperson an e-mail at the dealership on 10/25/15.Not receiving a response I called the salespersons cell phone and left a message.Not receiving a response I again called the salesperson's cell phone and left a message.This time the salesperson did return my call and said he had talked with someone responsible for making the reimbursement to my Credit Card.Having not received a credit to my credit card I sent another e-mail to the salesperson on 11/8/15 advising him that I would file a BBB complaint if I didnt receive a credit to my account by 11/11/15.The salesperson called me on 11/9/15 and said they needed some info regarding my Credit Card which I provided. He said he would call me if additional info was needed.As of 11/12/15 there has been no credit by the dealership to my account.

Desired Settlement: Naturally I want an immediate reimbursement to my credit card account.Also, the financed sales price is now $500.00 more than it should have been so I want the additional interest cost on $500.00 over the life of the loan (60 months) reimbursed to me by check. In addition, Id like something in writing from the general manager/owner as to why this has taken so long, and why I should not share the experience I've had for the benefit of other folks who might be considering this dealership.

Business Response: Initial Business Response /* (1000, 5, 2015/11/17) */ Per our VW Manager, *****, the issue was resolved on November 14th. We issued a full refund of $500.00 to the complainant.

11/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a 2007 GMC Acadia from this dealership. On the initial contract I noticed the "check engine" light was on, I requested they fix the problem and I would agree to buy the car. I took the car to the service department 3 times because the light would turn on immediately after each service they conducted. The last time I took the car in was more than 2 months ago. The engine broke down while they were servicing it. They mentioned it would be better, because replacing the engine will cost them a lot of money, if they found me a similar vehicle to replace the Acadia. I have waited and waited patiently after several different rental cars and having paid rental car fees. The only vehicles "they could find" were vehicles $4,000-5,000 over the cost of the Acadia and they requested I make an additional $2,000 down payment. I constantly leave voice mail messages to the General Manager and wait for a response because he is never available when I call. Instead of having a medium size SUV, we drive 2 different vehicles everywhere because my wife recently gave birth to our 3rd child and due to the cabin sizes, we can not fit all of the car seats in 1 vehicle. Clearly Dean Team of Kirkwood has put my in a terrible situation now making it harder for us to live day by day. After repeatedly asking them to find us a vehicle soon, so we could live normally, they continue to blow us off by waiting 2 weeks at a time to respond to my concerns. After 2 months of waiting they sent me a text saying they opened up the engine of the Acadia and it was going to cost $4,000 dollars to fix it, but I would only have to pay $2,000. Dean Team put me in this position when they stated they would fix the engine and now they are saying it was my fault for buying a used car with problems, but they would do me a favor by splitting the cost of fixing the engine.

Desired Settlement: I want the engine fixed like they originally stated they would do, until they discovered it would be too expensive for their profit. Or I want a car to replace the Acadia in the same price range. This week I returned to work and my wife has to place our oldest child, who is 5, in the front passenger seat of our car, when dropping our son at school, because it is the only way she can fit all of the car seats in the back of the car. I can not stress enough how soon I need this issue resolved.

Business Response: Initial Business Response /* (1000, 10, 2015/11/03) */ This customer purchased this GMC Acadia AS IS meaning no warranty offered or implied, that being said we have come to a agreement and both parties are happy with the outcome.

11/10/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I purchased a 2011 Lexus IS250C from Dean Team Volvo of Brentwood. Though the dealership claims to perform a thorough "inspection" of the vehicle prior to putting it up for sale, the car was sold with a leaking shock/strut. The leaking part was identified within a few of days of purchasing the vehicle and the . A car from a reputable dealership should not be sold with damaged parts unless it is disclosed to the purchaser, which in this case was not done. When I informed the dealership of the issue, their response was to split the cost of the part and service with me. Though somewhat helpful, this is something that should not have been repaired prior to being put on the sales lot. The sales person ****** was very helpful and provided a rental car, but my impression is sales management does not truly care about the customer experience. The Service Department was also very helpful. Product_Or_Service: 2011 Lexus

Desired Settlement: They should send me a check for the amount ($273.09) I paid to them for the part and service.

Business Response: Initial Business Response /* (1000, 5, 2015/10/21) */ The Dean Team has issued a check in the amount of $273.09 to reimburse Mr. ****** for his repair. Initial Consumer Rebuttal /* (3000, 13, 2015/11/10) */ A refund was processed by Dean Team in accordance with our agreement. The issue was properly resolved by management.

10/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a 2012 VW Touareg from Dean Team Volvo. I located the vehicle online stating it was a 2012 VW Touareg Executive model. I came to an agreement over the phone and started my drive to St. Louis (5 hours). Upon arrival I met with the person I have been dealing with over the phone. We took the vehicle for a test drive and agreed to purchase the vehicle. Prior to my purchase of the vehicle I asked the sales person if the vehicle was in fact an executive model in which he replied yes. I also asked if the vehicle has had any large amounts of prior damage or had a salvage title due to the great price, I was told no. We made the purchase and drove home with our new car. When I got home the next few days I couldnt believe I got such a great deal on the vehicle so I did some research with the VIN. A google search obtained the carfax (which I was not shown at the dealer). I had discovered the vehicle had been in a crash with large amount of damage including structural damage reported. Due to the reported services to carfax I contacted a different dealer to see if they did the repairs on the damage. I was redirected to an auto body shop in St. Louis and located the repair sheet using the VIN. I had discovered the repair to the vehicle was over $25,000 with frame work done to the vehicle. I was never told about past damages to the vehicle. I also later discovered by a friend who knows more about VW then I, that the vehicle I had purchased was not in fact an Executive model it was a LUX model. I did some looking and notice several different options that the Executive came standard with and my vehicle did not. I also learned the different in price of vehicle was $4,000 between the two models. I was upset due to the sales person saying it was an Executive model and Dean Team advertising the vehicle being an Executive model on their website along with Autotraders website. I have attempted to file a complaint with a manager that is over two of their lots with negative success. Product_Or_Service: VW Touareg

Desired Settlement: I strongly believe the $4,000 in compensation for the falsely claimed model of vehicle along with $1,000 for my inconvenience (or for installing of the options that I will purchase that the Executive came standard with). Due to the structural damage have the vehicle inspected by one of my local frame and auto body shops at Dean Teams Expense. An extended warranty that can be used at other VW dealers due to me living 5 hours away.

Business Response: Initial Business Response /* (1000, 5, 2015/10/09) */ Contact Name and Title: **** ******** Contact Phone: XXX-XXX-XXXX Contact Email: ****************** We have contacted Mr. *****. The complaint has been resolved under the following Terms & Conditions. The Dean Team Automotive Group shall pay Mr. & Mrs. ***** a total of $1,500.00 as a total one time payment as compensation for their inconvenience. They have agreed to accept the vehicle in its present AS IS condition and relieve the Dean Team of any future responsibility and or liability. They are aware and have accepted the vehicle with the knowledge that the CarFax shows the Vehicle has had $25,000+ in damage. They have declined the Dealerships offer to repurchase the vehicle from them for an amount equal to what they paid for it at the time of purchase. In consideration for the $1,500.00 payment Mr. And Mrs. ***** agree to delete all derogatory statements they have posted on social media and agree to refrain any future posts detrimental to The Dean Team. We expect to receive a letter from Mr. & Mrs. ***** shortly confirming the above. Please consider this case closed upon its receipt.

10/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a 2010 Hyundai Genesis February 14, 2015. It came with a 60 day warranty and I purchased a 100,000 mile warranty. The check engine light has been going on and off and I placed it in the shop the week of September 21, 2015. I was told it has internal engine falure and is a 5600 repair. I was not told the warranty had a $3000 repair limit. I called the dealership 10/02/15 and was told they would not help.

Desired Settlement: I would like the dealer ship to help cover the repair.

Business Response: Initial Business Response /* (1000, 5, 2015/10/06) */ I spoke to Mr. ****** on October 5th and told him that we will help but that I would need the vehicle in Dean Team Service department. He took it to another service department, as of October 5th he fully understood and that there was no issue with him doing this. Please advise him we still stand behind what I told him. *** ******** General Manager Dean Team Hyundai

9/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Recently I purchased a vehicle from Dean Team Volvo of Brentwood MO. I only received one OEM keyless remote entry clicker. I was under the impression that two remotes would be issued at the time of purchase. When I inquired about the second remote, the salesman stated that Dean Team Volvo did not have the second remote. These remotes are very expensive and easy to misplace. It shows a sense of negligence and a lack of appreciation on the part of Dean Team Volvo for its customers and potential customers. Very disappointed! Product_Or_Service: used vehicle

Desired Settlement: I would like a replacement OEM keyless remote entry clicker.

Business Response: Initial Business Response /* (1000, 5, 2015/08/28) */ Mr. ***** was made aware of the fact that the vehicle he purchased nearly 2 months ago did,in fact, have only one key. Many times pre owned vehicles do only have 1 key as the previous owners do not provide us with extras. The Dean Team will agree to pay half of the cost for an additional key if Mr. ***** wishes to have one ordered. We feel this is more than a fair gesture. Final Consumer Response /* (2000, 13, 2015/09/11) */ I feel the response from Dean Team Volvo is satisfactory. Thank you for handling this matter in a professional and timely manner.

8/27/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: **** ********** **** Saint Louis, MO XXXXX I started out with Weiss Volvo many years ago. Excellent service. Dean Team Volvo took over ownership. I continue to use them because having previous history with Weiss Volvo.Dean Team Volvo replaced their season employees with younger staff.Don't know but appears to be younger men working on cars. Apprentice staff maybe.My car has runs like a truck.There has been very poor performance .1. Took car in for estimate of a tire/car repair. After review of estimate for work piece was broken off now requiring new part. I spoke with young concerning part being broke off. He really had no explanation, tire was flat and could not be driven without new part.I drive car in but could not drive out unless repair. Not happy but approved them to go forward.2. Service repair front and back brakes per their estimate after review .Yearly service. I drove car in with no noise what so ever received call axle had break in it but was drivable. Service manager said could be a later repair. My car has sounded like a truck every since. I address issue by talking with services manager continuing be concerned with staff now repairing car. 3. I went in for replacement of a right mirror replacement. Once arrived for pickup window and electric passenger door would not work. Shop fix no charge.4. I came in because going to travel out of town. Asked if could check whistle.The hood latch was broken from previous service repair done by their technician . Shop fixed no charge. I was blessed that was not stranded some where would not been able to get under hood. The whistle noise had never been address waited 2 hours for hood to be repaired.I spoke with manager each time concerned with staff need young men to be watched or review work on cars. Too many error.I spoke with service manager about car running like a truck informed he was going to have car looked a by another dealer. Second opinion on damages my car.Received call after weeks of complaint. Took car up for test driver he gave me excuses on way car could run ruff. Did not put in rack or keep for review.I told him car should be corrected and repair not charged.The service level of Dean Team had changed for the worse.I am now looking for a dealer not associated with them to get estimate damages my car.They need to pay for repair.I have been thru ****. Product_Or_Service: Damage to axle

Desired Settlement: I want second option on damages to my car.Do not trust them. Dean Team pay for axle or lower car repair.If they fixed car done by experience technician.

Business Response: Initial Business Response /* (1000, 5, 2015/08/27) */ We are reaching out to the customer, who has been a long term customer, and reassuring her that our journeymen techs are the ones that have been working on her 7 year old 160000 mile car. we are also offering to repair or replace the axle at no charge to her, and to repair the crank case vent issue if she pays for the parts, we will furnish the labor at no charge. we have tried to explain to her that due to the age and mileage on her car that we recommend the repairs that we feel are most important at the time. we have left her a message and are waiting a reply.

6/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On June 1st my 16 year old, took his car to Dean Team Hyundai to get a diagnostic test ran on his car for an issue he was having. Without receiving parental consent they replaced a part they thought was the problem and he paid roughly $246 and they sent him on his way. Once he was almost home the car started back up with the original issue. They in turn kept the car overnight, after us returning for the 3rd time, for further diagnosis the issue. They called on June 2nd and stated that the entire instrument panel was the issue and they would knock off the difference with what had already paid with the cost being $520 on top of what we already paid. June 3rd, my son picked up the car with nothing explained to him on what they had done testing wise, even though I requested a detailed report and sent him on his way. I was not going to pay for something that couldn't be explained to me fully. I have made multiple attempts to speak with Sean our service advisor with no return phone calls, three weeks has gone by. On June 23rd, I called the service director in hopes to get someone to call me back and still no phone call. First of all you don't fix a car without speaking to an adult first, reminder my son is a minor. And secondly the customer service is quite awful. Product_Or_Service: Transmission inhibitor switch

Desired Settlement: I would like to get a full detailed explanation on why they fixed a car before requesting authorization from an adult/owner of vehicle. And 2nd explain why the entire instrument panel needs to be replaced and cannot be repaired. Return phone calls are necessary when ensuring that the jobs that are being completed are necessary and we are just not throwing money at the situation. There has to be a meeting ground, going from spending $246 to almost $780 total is a little ridiculous.

Business Response: Initial Business Response /* (1000, 5, 2015/06/30) */ ***** ***** brought his 2009 Hyundai Sonata into the Dean Team on June 1, 2015 to have a concern addressed. The issue was the transmission display on the dash was showing a different gear than the vehicle was in. When we wrote up the vehicle we told ***** that there was a diagnostic charge for looking into what was actually causing the issue and that charge was $130.00. According to our service advisor, **** ******** ***** mad a phone call and came back telling the advisor to proceed with the diagnostic. After the technician checked for codes in the computer and found nothing, he started checking the transmission inhibitor switch, which was determined to be the part that was failing. The technician proceeded to get pricing and gave this information to the advisor who in returned spoke with ***** regarding the repairs. ***** then made another phone call and came back to the advisor and authorized the repair. After repair was made and car was test driven by technician, ***** then paid for the repairs with complainant's credit card. While ***** was driving the vehicle home the car acted up again and was brought back to us to see what was going on. We decided to keep the car overnight so we could look into the issue further. After spending 3 hours going over the vehicle and running multiple tests to find the problem we ended up calling Hyundai Technical Assistance and they determined that the fault had to be with the instrument cluster because everything else was checking normal. We called ***** and explained what we found and the cost to fix the issue explaining that we would deduct what was previously spent because it did not completely fix the concern. The customer (*****) declined repairs and picked up his car. Addressing the complainants concern regarding 1) requesting adult/owner authorization, we do not ask nor is there any real reason to ask a customer's age when the car is under their name, we do not verify age when customers bring a vehicle for service. Our service advisor was under the impression that whomever ***** was calling to authorize the repairs must have been a parent or guardian due to the fact that he would not authorize the work needed without making a phone call first. 2) Why instrument panel needs to be replaced instead of repaired. Hyundai manufacturer does not offer replacement parts for the instrument panel, the panel has to be replace by Hyundai manufacturing specs. 3) When complainant called the Service Director, he redirected the call to the Service Advisor that handled the issue. (Please see all attached documentation that will be emailed)

5/29/2015 Guarantee/Warranty Issues
4/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I payed dean team Volkswagen kirkwood almost about 1900 dollars to get a few things repaired.which included an oil leak,cleaning the carbon off of my valves, and a new intake manifold. The day I picked the car up, it did not start up as it should so they had to jump it.the next day while driving it went out on me which turned out to be my battery was bad so I bought a new battery thinking that was the problem. The next day while driving it went cut off on me again at a red light but only this time it did not start up with a jump or nothing . I didn't drive my car 2 days after I payed all of that money. So I had to wait two more days to get it towed back to the Dean team of kirkwood because it was the weekend. So they finally call me back and says the engine is locked up and I'm going to need a new engine . My car was back leaking oil and everything. I would really like for them to just pay my car off because I'm leasing that and now I'm out of a car and have a whole family that depends on me.

Desired Settlement: I would really appreciate it if dean team of kirkwood would pay the remaining balance that I owe on my car which is about $11,500. I really don't have any more money to get anything fixed,especially when it's there fault.i just can't afford not to have a car and to be paying a car note on one that the shop messed up. Not even counting the trouble that I still have to find another one. I would just love it if they can own up to what they did and pay the remaining balance and give me another car.

Business Response: Initial Business Response /* (1000, 5, 2015/04/16) */ customer came in with issue of MIL light on, wanted transmission fluid checked and a oil leak. we determined that the MIL was due to the intake manifold being bad and the intake valves gummed up, we replaced the intake and cleaned the valves, also replaced the transmission fluid and filter due the fact they were dirty and the car is a high mileage car, 151629 miles when it came in, we also determined that the intercooler was leaking oil and replaced the intercooler and cleaned up the oil residue, check for other leaks, none noticed after test drive. customer also replaced 2 tires that were worn. the customer picked the car up 4-2-15. on 4-13-15 the car was towed in, the mileage at that time was 152190 miles, the customer issue was that the car would not start and has another oil leak. we checked the car over and determined that the engine is locked up, will not turn over. we do not see any new oil leaks, but since the car will not run we can not verify if there is a leak or not. the issue now is that the appears to have a broken timing chain which has caused internal damage to the engine. I have tried twice now to explain to the customer that this is not related to the repairs we performed a week earlier. I have also tried to explain to him that we have seen this timing issue on other cars, it is due to the chain guide or tensioner failing, allowing the timing chain to develop slack in it, which causes the chain to bind up and damage the engine. I even offer the customer a sizable discount on the replacement of the engine,$1200.00 discount on parts and labor. I also had our sales department to speak with the customer about possibly trading the car in. As I was responding to this, the customer called me and again is demanding his money back on the repairs that we did previously, I explained to him again that we supplied him with parts and labor to repair specific issues and it is not related to the new issue. If you have any questions or need anymore information, feel free to contact me.

4/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My husband and I buy a car in Dean Team of Ballwin,Mo ,and we also buy a extended warranty.Last November 2014,we canceled same extended warranty, but for refund we are waiting 5 Months.We contacted 3 times Dealership, but every time they gave us some phone numbers of these companies, who are responsible for our refund.When I called these companie,customer service representative told me that they are not responsible for refund. I didn't know where else to go and who to ask for help. Product_Or_Service: Used car Account_Number: *** XXXXXX

Desired Settlement: We have paid for extended warranty $ 2687.

Business Response: Initial Business Response /* (1000, 5, 2015/04/13) */ After looking into the complainant's request, we are waiting to hear from the extended warranty company on the exact dollar amount to be refunded to the complainant. The reason behind this is due to the complainant refinancing the auto loan with a different financial institute. The complainant refinanced in December 2014 and the reimbursement for the extended warranty will be pro-rated because the vehicle was purchased in 2013, which dictates the reimbursement amount. As soon as we receive the information from the extended warranty company we will be happy to send a check to the complainant in the pro-rated amount.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We cancelled an extended service contract for a pro-rated refund. The amount they have refunded is incorrect. On 01/23/2015 we went to Dean Team Ballwin and spoke to **** ******* to cancel an extended service contract with contract number JXXXXXXXXXXX. The contract was for our 2012 VW CC and both the car and extended service contract were purchased on the same day, 05/30/2013. The extended service contract terms were 6 years / 60,000 miles and the purchase price was $3501.00. The vehicle had 60,931 miles on 01/23/2015 at the time of our refund request. The mileage of this vehicle at time of purchase was 42,493 which is clearly listed on the extended service contract and also on the purchase order. Additionally, it was titled with the same mileage. **** ******* looked up the contract in their system and stated that we should expect about a 30% refund. We questioned that and **** let us know that the system was showing a starting mileage of 25,522. We showed him our contract that clearly showed a starting mileage of 42,493. He told us that he understood the discrepancy and that it wouldn't be a problem and he would talk to the rep from the warranty company the next day and get everything worked out. We trusted that it would all be handled. We sent a follow-up email to **** (***********@deanteam.com) on 01/27/2015 requesting the status of the refund. He replied with "IT IS IN PROCESS, THE MILEAGE ERROR IS NOT GOING TO BE A PROBLEM SO YOU SHOULD BE GETTING AROUND 70% BACK". On 2/21/2015 we received check #XXXXXX from Dean Team for $1,384.71. This amount was incorrect and based on the wrong starting mileage of 25,522. We sent another email to **** on 2/21/2015 addressing this issue and never received a reply. We sent another email on 03/03/2015 requesting assistance in this matter. This time it was sent to **** and General Manager **** **** (********@deanteam.com). No reply has been received to date. According to Dean Team, this extended service contract started when the car had 25,522 miles on it. That is impossible because we purchased the vehicle from them with 42,493 miles. We would like a refund in the full amount we are owed of $2,375.14.

Desired Settlement: We are seeking the full amount of the pro-rated refund we are legally owed of $2,375.14. We would like a single check issued for the full amount and sent to our new address: **** ********** **** Klamath Falls, OR XXXXX

Business Response: Initial Business Response /* (1000, 5, 2015/03/12) */ Upon receipt of complaint we immediately checked into this issue. We contacted the warranty company and they apologized for not issuing Dean Team the correct amount of refund due on the policy of the complainant. Dean Team cannot issue a refund until we receive the monies from the warranty company. With that said, a check in the amount of $990.44 (difference between $2375.14 and $1384.71)has been processed (see copy) and overnighted to the complainant at the address requested in their complaint. We apologize for this mishap and hope that this issue is now resolved. Initial Consumer Rebuttal /* (3000, 12, 2015/03/23) */ I have received a check in the requested amount for the balance of the extended warranty cancelation. Thank you, ****** *********.

3/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I went to this place to check why the ABS and ESP warning lights were on. I was told that I needed to get rear brake pads and rotors replaced.I agreed and asked them to do auto detailing as well. When I came to pick up my vehicle, first thing I noticed when I started the engine was "Check Engine" light being on. I talked to one of the staff members immediately and I was told that the reason behind it was my Tail Light. Apparently there was a crack on it and some water in it.(?!) I'm not sure how that happened, but the first thing that went through my mind was the fact that I just got auto detailing done on my car and the pressure washer could have damaged it somehow. They claimed it was there before and I left without making a big deal out of it. By the time I got home, ABS, ESP and Check Engine lights were back on. Since they were closed by that time, I decided to call the following morning. The next day not only that those lights were still on, but I also noticed brake dust all over my rims.I knew that things like this happen when and if you have brakes of a very bad quality. When I contacted the place and demanded some answers I had a real hard time getting the right person on the phone, since their Customer Service Rep (Joe) was extremely rude. Finally, after an argument with their manager, I was told to bring the car back in. I did and I was told that they for sure installed genuine Audi brake pads and that "it's normal to have brake dust on the rims after you get your brakes replaced". Meaning, if you buy a brand new vehicle it should be "normal" to see some brake dust on rims. (?!) Even though I was puzzled by the answer, I proceeded to get an explanation on the other lights being still on after the repair has been done. And that's when I was told that I actually needed something completely different done on my car - ABS Module! When I asked why did they replace a totally different thing then, their response was pretty rude and left me with an impression of them saying "things happen". Order_Number: XXXXXX Account_Number: XXXXXX

Desired Settlement: I request a full refund of $1787.19 (the amount I paid on October 31, 2014) or for them to cover full expense of the service to be provided by someone else, since I don't trust this place at all anymore. On top of everything, they have a very poor customer service and it's very difficult and unpleasant to talk to their staff. Otherwise, I'll have to take legal action against them.

Business Response: Initial Business Response /* (1000, 5, 2015/02/06) */ The customer original brought the car in due to a brake warning light on. we checked the car out and determined it had multiple issues. the brake pads had been replaced on worn rotors and the basic settings in the ECM had not been reset. We explained to the customer that the first thing that needed to be done was to replace the pads and rotors and set the basic settings. the customer authorized the repairs and we replaced the brakes using factory Audi parts. the customer drove the car about 400 miles before he returned with the ABS light on. At that point we checked the car over and determined that the ABS module had failed. not uncommon on a 9 year old car with over 130000 miles on it. Customer declined repairs. We have no mention of the check engine light being on due to a cracked tail light lense , it does not make sense. We would be willing to work with the customer on the ABS repair if he wanted to bring the car in. I would furnish the labor if he paid for the parts. Also as for the brake dust issue, that a lot of times depends on how the car is driven, if it is driven hard and braked hard, dust is a more common issue. If you drive the car as designed, dust should be at a minimum. One of techs and a salesman who is a friend of this customer had tried to explain this to the customer and he does not seem to understand. to summarize this we provide a service and supplied parts to repair the known issue and deserved to be compensated for such. We do guarantee our work for 1 year or 12000 miles and we are willing to work with the customer. Initial Consumer Rebuttal /* (3000, 7, 2015/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, as I already mentioned, I came to see why ABS and ESP warning lights were on. They called me and told me that "in order to fix it, WE NEED TO REPLACE BREAK PADS AND ROTORS." No one gave me any other option or explanation but this. I assure you that the rotors were not in a bad condition at all; they were not new, but not bad either. Normally in those cases the car is shaking while being driven, but in my case it was pretty steady, without any signs of a problem of that sort. Besides, months prior to this, I had brake pads replaced by someone else and I was told that rotors were in a good shape, which means no need to replace those. Anyway, assuming that they (Dean Team Automotive) knew their job, I authorized the process. When I came to take my car and started the engine, "check engine" light was on and I immediately talked to a staff member. The lady got another lady who took my car back to the shop and I was told that the problem was the tail light. BY THE TIME I GOT HOME (I live in South County), the lights were back on (ABS and ESP both). Just to remind you, that was the original reason why I took my car to this place and that's what I paid for to be fixed. As I previously said, I contacted the place the following morning and talked to ***. At least I attempted, but all I got from him was extremely rude attitude and no willingness at all to cooperate and possibly solve the problem. That's why I asked to talk to his manager. The manager didn't contact me at all, so I called again 2 days later and after recognizing total lack of interest to find a solution for my problem, I told him that I needed their cooperation or I will have to take certain steps. And that's why and when I decided to take some pictures as a proof, thinking the way things are right now, I might need it. And I am glad I did. I am attaching a picture taken on 11/02/14 (2 days after I got my car back, still waiting to be contacted by the manager). In this picture you can clearly see the mileage and compare it to the mileage on my Invoice. The difference is 146 miles, not 400 as they say. When it comes to my way of driving, I am NOT the kind of driver who doesn't follow speed limits and traffic rules, which can be easily verified by checking my driving records. This car is not used for car racing, it's for regular, every day needs (work, errands, etc.) Therefore, it is absurd to make that kind of excuse/explanation for the amount of brake dust on the rims right after I got the same replaced by "factory Audi parts" as they say. Another thing, I clearly UNDERSTOOD what they were saying, but the problem was it didn't make any sense, so if they were under impression that I wasn't understanding - they're wrong. I simply refuse to accept that kind of explanation. Just to be sure, I did get a second opinion. After asking another mechanic (who was not familiar with the issue), what could be the reason for those 2 lights to be on, I got a simple answer "ABS module". He also told me that things like that can be easily found on Google. Meaning, any mechanic should know that. This brings us to a conclusion - I paid for something that wasn't even supposed to be replaced, at least not at that point, and was told AFTERWARDS that ABS module needs to be replaced. The part (module) costs around $1500.00 and I already paid $ 1787.19. I really think the fact that they're only offering to do a labor without charge is ridiculous. With that being said, they either need to come up with a better deal or I'm just gonna have to find a different way to deal with this issue. Thank you. Final Consumer Response /* (3000, 18, 2015/03/19) */ 2/25/2015: I am interested in settling this issue however, I need an estimate amount of the cost as well as time necessary to have it done. 3/10/2015: Please provide me with the estimate amount by email. My counter offer is $500. 3/11/2015: I accept the offer and will contact business. 3/17/2015: I am out of town but I have contacted the business. Final Business Response /* (1000, 19, 2015/03/19) */ 2/25/2015: ******** is gone for the day. 3/03/2015: We are gong to send BBB an appraisal of the amount that should be paid. The assessment will be including the work that has to be done. 3/11/2015: I am willing to split the difference with the consumer. The consumer will pay $750 instead of $1,000.

1/22/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased a car no warranty but was promised by the sales person and the GM if anything goes wrong with car within 30 days they will take care of it. Purchased a 2004 BMW CI on 12/15/2014. Invoice number XXXXX, stock number ****** Sales rep. ****** ****** Mileage at time of purchase XXXXX. Asking price $6950.00 which I paid all of plus sales tax $353.13 and administration fee of $199.00 total amount I paid in cash was $7149.00. This was my very first car I brought on my very own so I am aware I made some mistakes. When I took the car for a test drive with sales rep and son I noticed a loud thumping almost immediately turning out of parking lot. Told sales rep about my concerns of the noise at that time he told me "it might just be the cold weather" ok thumping sound stopped by the time we got back to dealer but voiced my concern again to sales rep. And he stated"I didn't hear it again so I think your good". We inside to talk price which I didn't give up to much of a fight cause I liked the car and paid full asking price. But noticed there was no warrenty. Told sales rep. I do not mind paying full price but you have to give a thirty day warrenty on the car and if something would go wrong I can bring it back and you'll take care of it. Sales rep. Went to talk to GM and I was assured they would work with me if anything would go wrong. Took car home, 24 hours with car noticed loud thumping again, cruise control did not work, could not get the windshield fluid to work, or my driver side mirror to adjust using the controls. 32 hours after purchase the check engine lite came on. Called sales rep immediately he said bring it back. Left car for 2 days and $1500.00 worth of repairs needed to be done on the car. Air leak, sway bars bad, no motor in side mirror, and get this NO TANK to hold windshield wiper fluid. I expressed I'm not paying for these things to be fixed and they can fix them, give me a different car, or my money back. I was told to bring car back and pick out another car they will fix the numbers to accommodate me and a car I liked and use the BMW as a trade in. So I did (keep in mind I live 45 mins away). I got there and was told we could do anything till I get title in mail for trade in went home. Waited till I received the title called the same day told them some cars I was looking at and the GM said no and the sales rep was still looking for me. 2 days past they found nothing I liked and I asked just for my money back and I'll return car, GM said no we don't give back money. Ok then I suggested I was just going to pick a car out for my son and didn't want to go over $4,000 and would like to be refunded the rest of my money that was yesterday 31 days after original purchase of car, and now sales rep. Is not answering my calls or returning them. My temp tags expired and I can't afford to get plates on car cause I would have to fix what ever the engine light is on for which is the air leak for it to pass emissions.

Desired Settlement: I would either like a decent car for no more than $4000 for my 17 year old son to drive pulse the refund of $3149. Or to just give back car and get a full refund of $7149.

Business Response: Initial Business Response /* (1000, 5, 2015/01/16) */ We traded Ms. ****** out of the BMW and into a Nissan yesterday. Her complaint has been resolved.

1/8/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I bought a 2011 Volkswagen Jetta and have had it for about 3 months. They've worked on it four times and it still isn't fixed. I called them and they're telling me I need to pay for the repairs now. I have all kinds of lights illuminated on my dash. I bought the extended warranty on it and they fixed it a couple times but the issue has not been permanently resolved so now that the warranty has expired, they are refusing to repair it. I believe they should be responsible because they have not ever successfully repaired the problem. He was to give me back money from my down payment to pay taxes and such for the vehicle and they did not do that. I now have to go out of pocket to get the vehicle fixed and the vehicle will not pass emissions and I cannot get license on it.

Desired Settlement: I want them to fix this car. I want them to give me the money they were to give me for licensing, title, and taxes.

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ Upon the complainants purchase the 2011 VW Jetta he was informed that no extended warranty was available on a 95K vehicle. Upon purchase of the vehicle the complainant was to provide a $1000.00 down payment, which we have yet to receive and in return we were to provide him with the $675.00 check for sales tax (made payable to DOR). We have proof of this statement. We worked on the car for the complainant and fixed all issues as a good will gesture. (no charge to complainant) The total amount for the issues totaled $422.50. We have documentation to prove this also. The complainant is a former employee of Dean Team Automotive and while still employed at Dean Team Automotive parts were ordered and never installed or paid for by the complainant. We are still holding the $675.00 check for the DOR. At this time we are still waiting for the complainant 1) to pay his down payment, 2) to return Dean Team Automotive uniforms and until that time we feel this issue will not be resolved.

1/5/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: On or around September 23, 2014, my wife and I purchased a convertible 2008 BMW 128i. Days prior to the purchase, I specifically asked the sales person if there was anything at all wrong with the vehicle. I was told that it had been properly inspected and run through the proper protocols, blah, blah, blah. So, we did all of the paperwork, as well as turned over our trade-in, then to find out that the glove compartment would not open. We were told that it was probably the spring and that they would contact me later on it. After pressing them to at least open the glove box, they brought the car to us (expecting us to leave the lot) with the top down and the glove box dangling open! Just dangling. So, we refused to take the car like that, and they took it back, and some kind of way, locked it back up. They did order a new glove box, and offered to fix it, but after they tried to send us away with a product like that, I would not trust them to do anything. Especially after giving us a 60 day warranty that I have a $50.00 deductible on each visit. The labor on this job, according to BMW, will be approximately $250-$300.Secondly, I took the car to my personal mechanic, whose expertise is foreign cars(whom I won't name) told me that the car have previously been in an accident and some of the parts were not the original. The control arm was bent. This info was not disclosed by the sales person, nor was it in the ****** report. That was close to a $600.00 repair. Also, the car has a leak in it, which is going to cost an upwards of $350.00

Desired Settlement: I would like to be reimbursed for the money that I have to put into the car. (less the deductible, of course) I have included one invoice. I can provide any other info if needed.

Business Response: Initial Business Response /* (1000, 5, 2014/11/03) */ We received a copy of the repair invoice for $585.50 and agree to reimburse Mr. ***** for those repairs; he already has the parts for the glove box. A check for $600.00 **** be mailed. We are unaware of any damage to this vehicle that would require a disclosure statement. Consumer Response /* (3000, 12, 2014/12/09) */ Location: Dean Team Volvo of Brentwood **** ********** ** St. Louis, MO XXXXX As stated before in BBB CASE#: XXXXXXX, on or around September 23, 2014, my wife and I purchased a convertible 2008 BMW 128i from Dean Location: Team Volvo of Brentwood **** ********** ** St. Louis, MO XXXXX. Days prior to the purchase, I specifically asked the sales person if there was anything at all wrong with the vehicle. I was told that it had been properly inspected, run through the proper protocols, and that there was absolutely nothing wrong with the vehicle. Six days after purchasing the vehicle, I took the vehicle to my personal mechanic, ********** ******* Car Repair, and I was given an estimate of things that was wrong with the vehicle. I have again enclosed a copy of that estimate, dated six days later, of 9/29/14. The control arm was bent due to a previous accident, and there was an oil leak, which I just was able to get repaired. I have enclosed a copy of the repair receipt for that as well. Also, the glove compartment was jammed closed and would not open at all. Dean Team did reimburse for the control arm and a brake fluid issue, in which I am grateful, however, that was only one part of my three issues of the complaint. They also stated in their initial response that I have the part for the glove box. Yes I do have the part for the glove box, but what about the installation of it? According to BMW, it will cost me upwards of $250 to get that replaced. Dean Team did initially offer to repair it, but again once they brought me the vehicle, expecting me to drive off of the lot with a dangling, unclose able glove box, (mind you, it is a convertible) I thought that that was really unprofessional and just downright tacky. As a result, I would not trust them to do any labor on the car. So, I am asking for reimbursement on the oil leak repair, as well as a promise to reimburse for the glove box repair labor. Let me state again, that I received the estimate for oil leak problem 6 days after the purchase of the vehicle. I would have taken care of it before now, but I didn't have Product_Or_Service: 2008 BMW 128i Convertible Business Response /* (4000, 14, 2014/12/16) */ We have agreed to reimburse Mr. ***** for the oil leak invoice of $395.45, check was mailed today. We will also reimburse the labor charge for the glove box installation when completed and a paid invoice is provided. Consumer Response /* (3000, 12, 2014/12/09) */ Location: Dean Team Volvo of Brentwood **** ********** ** St. Louis, MO XXXXX As stated before in BBB CASE#: XXXXXXX, on or around September 23, 2014, my wife and I purchased a convertible 2008 BMW 128i from Dean Location: Team Volvo of Brentwood **** ********** ** St. Louis, MO XXXXX. Days prior to the purchase, I specifically asked the sales person if there was anything at all wrong with the vehicle. I was told that it had been properly inspected, run through the proper protocols, and that there was absolutely nothing wrong with the vehicle. Six days after purchasing the vehicle, I took the vehicle to my personal mechanic, ********** ******* *** ******* and I was given an estimate of things that was wrong with the vehicle. I have again enclosed a copy of that estimate, dated six days later, of 9/29/14. The control arm was bent due to a previous accident, and there was an oil leak, which I just was able to get repaired. I have enclosed a copy of the repair receipt for that as well. Also, the glove compartment was jammed closed and would not open at all. Dean Team did reimburse for the control arm and a brake fluid issue, in which I am grateful, however, that was only one part of my three issues of the complaint. They also stated in their initial response that I have the part for the glove box. Yes I do have the part for the glove box, but what about the installation of it? According to BMW, it will cost me upwards of $250 to get that replaced. Dean Team did initially offer to repair it, but again once they brought me the vehicle, expecting me to drive off of the lot with a dangling, unclose able glove box, (mind you, it is a convertible) I thought that that was really unprofessional and just downright tacky. As a result, I would not trust them to do any labor on the car. So, I am asking for reimbursement on the oil leak repair, as well as a promise to reimburse for the glove box repair labor. Let me state again, that I received the estimate for oil leak problem 6 days after the purchase of the vehicle. I would have taken care of it before now, but I didn't have Product_Or_Service: 2008 BMW 128i Convertible Business Response /* (4000, 14, 2014/12/16) */ We have agreed to reimburse Mr. ***** for the oil leak invoice of $395.45, check was mailed today. We will also reimburse the labor charge for the glove box installation when completed and a paid invoice is provided. Consumer Response /* (3000, 21, 2015/01/05) */ I would like to state that after speaking with a ranking representative from Dean Team Volvo of Brentwood, I was assured that this was never meant to happen, and I was given their sincere apologies. Dean Team went over and beyond to rectify my issues and to make me a very satisfied customer. Thank you to the BBB and to Dean Team for outstanding character in handling this matter.

12/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a 2008 Porsche 911 Turbo from Dean Team Volvo of Brentwooda for $72,000. The car was misrepresented on many fronts and was shipped to me with thousands of dollars in unsatisfactory problems. Specifically, the car was represented as: well maintained and regularly serviced; multi-function steering wheel; Our technicians perform the following services here at the Dean Team: Missouri state inspection, oil and filter, lubed latches and hinges, topped off all fluids, checked tire pressure and coolant. Also performed, a 112 Point Certified inspection, which includes belts, hoses, brakes, battery, suspension, steering, and exhaust. Everything checked out great! No car goes on our lot until it has been thoroughly checked and serviced. Photographs of the care also showed an aftermarket performance exhaust system.The care arrived with illuminated caution and warning lights, and safety related component failures such as a bent tie-rod, inoperable engine compartment fan, and inoperable TPC system, and broken trunk release. Additionally, the multi-function steering wheel controls and CD changer do not work because the car is equipped with an aftermarket stereo which also was not disclosed. Also, at the time we negotiated the deal there was no disclosure whatsoever regarding the $199 administration fee or that the car's exhaust was different than what was shown in the advertised photographs. I was also promised the car would arrive with a full tank of gas. It did not. I have already spent approximately $1,300 to fix the safety related items above. Lastly, the limited warranty was utterly useless and did not cover any of the needed repairs. To fix the computer/multifunction steering wheel related defects, several thousand would be spent to return the stereo to stock. I purchased the car from Dean Team Volvo in good faith, for three months have attempted to reach reasonable settlement regarding the issues noted and have been essentially ignored by Dean Team Volvo. Product_Or_Service: Porshe Order_Number: Invoice XXXXX Account_Number: XXXXX

Desired Settlement: I want immediate payment of $2,500. In the alternative, I want $78,558.60 and Dean Team Volvo can come get the car. The $78,558.60 breaks down as follows: (1) Purchase Price $72,000; (2) Dean Team Admin Fee $199.00; (3) Tie rod & eng. fan repair $953.90; (4) Tire sensors replaced $319.20 ($160 calibration required); (5) Shipping $689.50; (6) Registration $197.00; (7) Ext Svc Contract (Porsche) $4,300.00 (6 year/60,000 mile and will transfer with car to DTVolvo).

Business Response: Initial Business Response /* (1000, 5, 2014/12/19) */ We contacted mr. ******* the same day we received his complaint from you. I assured him that we would resolve his issues immediately. He explained what he wanted and we forwarded a check to him. Mr. ******* has sent me an email confirming his satisfaction which I will forward to you under separate cover.

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Monday, December 8th, my son and I were sold a used Subaru STI that was advertised with a warranty on the motor and the website description of the vehicle we purchased said "Covered under warranty is a 2.5L DOHC intercooled High-Boost DAVCS engine paired w/close-ratio 6-speed manual transmission". When the paperwork was filled out the salesman put on the bill of sale "As-is no warranty" which was only signed by my son when I am the main purchaser on the vehicle. It was never disclosed that the motor wasn't under warranty. Within 25 hours of taking delivery the vehicle stopped running and had to be towed to the dealership with approximately 40 miles being put on said vehicle. We were told the short block needed to be replaced at a cost to us of $6147.00. Additionally my son nor I were "allowed" to test drive the vehicle ourselves prior to delivery, my son was only allowed to ride approximately 1 mile with the salesman driving the vehicle, in the rain, below the speed limit. The salesman never took the vehicle past 4000 RPMs nor did he put it in Sports Sharp mode. When we went up to talk to the GM, ******* ****, asking to cancel the sale due to false advertisement, he accused my son of blowing up the motor, became unprofessional and threatening towards me. Mr. ******* **** was shaking, raising his voice, partially stood up from his chair and came towards across his desk. Mr. ******* **** refused to cancel the deal or pay for the motor or repairs. Additionally, in violation of the Federal Trade Commission there was never a Buyer's Guide prominently displayed on the vehicle or provided to us when delivery was taken. Mr. **** also accused my son of "clearing" codes which was not possible since the vehicle was undriveable. The dealership was unsure if the vehicle had a catalytic converter which would imply the vehicle was not street legal (the salesman disclosed he could not sell a vehicle that was not street legal). Said motor was modified, didn't disclose what the modifications are. Product_Or_Service: 2013 Subaru

Desired Settlement: Would like to either cancel the deal and get back the trade-in of a 2012 Mazda Speed3 or full replacement of the motor, along with paperwork proving the motor's new and a warranty on the new motor.

Business Response: Initial Business Response /* (1000, 5, 2014/12/12) */ Dean Team cancelled the deal and the complainant has been given back his trade-in. (2012 Mazda Speed3)

12/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Leaky windshield ,damaged carpet due to rain from same. I purchased a 2010 Volvo XC60 for $22,000 Sept. 2013,I asked the saleman had the car been in an accident He told me NO.(I know now never trust a car salesman.)During the summer I noticed fog in the car but thought it was from the heat and humidity.Then i noticed moisture in the car after I washed it thinking i may have the window cracked But on friday morning Dec.6th, my front drivers side floor was a Flood I had to dip the water out with a cup. I called brentwood Volvo was by by Service manager ***** was the leak on the left side where my left foot would be , I said YES how did you know , he told me to bring the car in it was the sunroof or the wind shield took car in on Mon. Dec.8th,On Tues. s/w ***** service manager was informed I had a windshield leak a cost of $175.00 to repair +$500.00 to clean and dry the carpet. at My expense.I reminded ***** that I purchased the car Sept.2013 this was a quality product issue,His reply was do you want us to repair it.we will have to send it out.There was so many other red flags that I should have noted in dealing with this company and the purchase of this car. The young lady that I talked to on Monday when I brought the car was not available today they told me she called in ill.I have checked with other auto repair shops they too say the windshield should not be leaking in a four year old car of this caliber,unless it had to be replaced for some reason and was not sealed properly.I have other issues with this car but I paid for the repairs and moved on but this one Brentwood Volvo Deam Team should be held responsible they were not truthful when they told me the car had not been in an accident, later found out after purchased that it had been in an accident and had front damage. also Im having heater issues that ***** said they repair staing the air and heater ? was connected properly but they repaired the problem that to should have been taken care of before selling the car at $22,000,

Desired Settlement: Deam Team Volvo should be required to cover the cost of all repairs today due to they sold me a car with many defects that Im sure they were AWARE of prior to the sell.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ the customer bought the car in September 2013 with 77000 miles on it since then she has had the car in 5 times for service and or repairs, and never mentioned the water leak issue, yesterday I discounted the repair from $675 to $400 and she still felt that was unfair. at this time I have told her that we will reseal the glass and dry the car out at no charge as a courtesy for her in the attempt to retain her as a customer. Hope this satisfies her. Thank you

11/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sales Department promised product and service that they did not provide once the sale was completed. We test drove a 2012 Nissan Quest that was advertised at a newly reduced price on **************. During our test drive we mentioned to our salesman **** that the vehicle had an airbag warning light illuminated and no floor mats on the floors. **** assured us that warning light indicated that the passenger airbag had been turned off and simply needed switched back on and also told us that the dealer could provide Nissan OEM mats upon the sale of vehicle. We discussed a desire for all weather mats such as those made by weathertech etc. upon purchase of a van and were told they could provide those in lieu of OEM mats since no mats were in the vehicle. Five days following the test drive, **** called our home, soliciting us to let us know that the dealership had elected to put leather seats in the vehicle. We then found that auto trader had been updated to reflect the leather change and still showed the same price. We contacted **** to verify the price as listed on the website as well as the inclusion of all-weather mats. We were assured of the price and the inclusion of the mats and made a verbal agreement to purchase. We were told to send a copy of our driver's license, insurance card and financing information electronically and that they would process everything and have the van ready for pick up that evening. We later received a call stating that they could no longer honor the price. The remainder of the day was spent with back and forth calls and texts regarding the change in price from the agreed upon value. In the end we were told they would honor our agreement, and that mats had been ordered and **** would bring them to us the following week. When we arrived home and tried to disengage the airbag warning light we took out the manual and saw that the airbag system was actually non-operational and required service. We were told that they would take care of it the following week along with required inspections. We took the car in the following Friday and were provided a rental car. During this visit we inquired about the mats and warranty information that we had not yet received and were told that the mats would be ordered that day, even though we were told that had already occurred. We inquired on the color of the mats and requested that they be black mats if they were just being ordered that day, otherwise tan would be fine. Again we were told we should have them by early the following week. We were informed **** our senior salesperson was the one ordering and handling the mats. We then dealt back and forth with the service department, and although numerous issues came up with the vehicle, service continued to work to remedy the situation. One week and 2 rental cars later (upon return of one car, another warning light came on and required more service time) we picked up the car the following Thursday evening and discovered that mats were still not in the vehicle. **** told us **** had tracking info for us but was out and would contact us the following day. The following day with no word from **** or **** we contacted the dealership and were informed no mats had ever been ordered. Also that they were no longer willing to spend the funds required to get the mats originally promised to us. After several messages and quick conversations we were told the dealership ordered mats specifically for the Quest through their parts department and we would receive them the following week. Monday the mats arrived, however they were not all weather Nissan fit mats, they were universal rubber mats of a lesser quality than available for purchase at many local stores that do not even fit the vehicle. In addition there is no mat for the third row. For three weeks the car has had plastic sheeting and paper mats to protect the carpet. Upon their arrival we contacted ****. His words, " they are floor mats, you have them, case closed.". Dishonest does not begin to describe our feeling about this dealership.

Desired Settlement: Unfortunately, our trust in Dean Team has been broken. We have ordered the all weather Nissan mats at a price of 199.00 plus tax, shipping and handling at our expense. Anything that can be done to defray that cost would be appreciated, however dealing with the sales representatives misrepresentations and lack of caring needs to be addressed. We would also like a chance to show management what was provided as well as the written text messages sent to us regarding the issue. Thank You.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ A check for $225 will be mailed to the customer as compensation for her new Nissan mats as she seems unhappy with the complimentary mats that were mailed to her initially. Initial Consumer Rebuttal /* (3000, 12, 2014/09/15) */ We have received a check, however still have no warranty information on the seats in the car. We are still in dispute with the dealership as the technical problems with the vehicle have still not been resolved. Please let me know if you need further information. ******** ******** Final Consumer Response /* (3000, 17, 2014/11/14) */ 11/14/2014 They have resolved the complaint. They sent us a check and they did what they had to do to resolve the issues.

11/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a 2010 Impreza at the dealership on October 1oth. The problem came in the writing of the loan. One person started it and then left. A second person continued it about an hour and half later without communicating with the first person. Changed months of loan extending it to 72 months and did not write in a deposit per buyer request. The biggest problem was that this person was new to the agency and unfamiliar with the paperwork. He included a $4000 top of the line warranty for 7 years or 100000 miles and I had asked for the bottom level covering major parts.When these elements were questioned the sales person and loan processor assured me that they would rewrite for free after I sold my other car. When I told them I wanted it done before possession of the car they stopped returning my calls.Today is October 21st and I still do not have possession of the car. Product_Or_Service: 2010 Subaru Impreza

Desired Settlement: My first choice would be to be let out of the deal completely with a return of my $500 downpayment.My second choice would be to have the loan rewritten (as promised)at no cost without the $4000 warranty added, decrease the months of the loan, include a downpayment, and to include the 24000/2 year free warranty offer that has been offered by the owner.

Business Response: Initial Business Response /* (1000, 6, 2014/10/24) */ Contact Name and Title: ******** ******* controll Contact Phone: XXX-XXX-XXXX Contact Email: ***************@deanteam.com We have rescinded the sale of the Impreza. Ms. ***** has no financial responsibility regarding this vehicle. In order to refund the $500.00 credit card deposit she will need to call me with the complete credit card #, expiration date and V-code. We do not retain credit card information.

10/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: One June 27, 2014, we agreed to purchase a 2011 BMW X5 (VIN: ***********XXXXXX) for $39,000 from Volvo of Brentwood. The car was represented to have navigation. We have a screenshot of the text message in which ***** confirms that this X5 does indeed have navigation. Upon delivery of the 2011 X5, we discovered that there was no navigation. We immediately called ***** and let him know. We went ahead and accepted the X5 as we were advised by ***** that they would take care of it. That was over 3 months ago. We have offered to take any reasonable proposal but have yet to receive one.

Desired Settlement: Refund of $1950.00 which is the listed cost of a stand-alone option of Navigation in an X5 BMW.

Business Response: Contact Name and Title: ******** ******* Contact Phone: XXX-XXX-XXXX Contact Email: ***************@deanteam.com We have issued and mail a check to ********* *** *** for $1950.00 to satisfy the requested resolution. The vehicle was not advertised as having navigation but an assumption was made by the salesman because it had a "button with Nav on it".

10/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On 5/28/14 I went in to meet with **** ******* salesman, at the dealership to test drive 2009 Dodge Ram 1500 Crew Cab. I was responding to an internet ad, and it was on that day that the sales process began. Sight unseen he offered me $6,000 for my 2005 Dodge Ram 1500 Crew Cab that was in New Orleans, LA,if they could arrange financing. After several calls and stops by the dealership we were able to arrange financing by providing a co-signer for the loan. I arranged transfer of my 2005 to the dealership, and after seeing the truck I was told that they would give me $5,000 for the truck. When it came time to sign papers,my co-signer ended up being the primary on the loan which she did not agree to in the beginning (only to co-sign). We were also swindled out of $1,500 at closing. The loan papers revealed only $3,500 for the truck and when questioned the loan manager had no explanation for the $1,500 difference and he went to get the **** ******* **** explained that the $1,500 difference was a loan fee that we had to pay for loan, and he assumed we would not have the cash to pay for it up front so he had them deduct it from the trade-in allowance. Verbally **** had agreed to fix a crease in the driver's side rear door and would have a guy come look at it. After papers were signed he back tracked out of it by saying that it would be at my expense. Again, I wanted to be done with this and get headed home as it was going on 8:30 pm. When I went to leave the back window would not close, and I went in to have them help, and was informed they would not do anything about it. When we received the loan papers there were no disclosures for the $1,500 loan fee that was deducted out of the trade-in allowance, and the bank did not receive a fee for this amount according to bank. No disclosure and very bad closing experience, and this is only a drop in the bucket at how unprofessional and questionable their ethics are at this location. They basically took $1,500 with no disclosure as to where it went. Product_Or_Service: Truck

Desired Settlement: $1,500 refunded for undisclosed "loan fee". Refund the cost of extra warranty insurance as it is only in effect, IF the scheduled maintenace is done at their location. Not disclosed either, just high pressure and negotiating until I agreed to get it so I could get out of there.

Business Response: Initial Business Response /* (1000, 5, 2014/10/01) */ Contact Name and Title: *** ******** Contact Phone: XXXXXXXXXX Contact Email: ***********@deanteam.com We have spoke to customer and consider this complaint resolved. we have fixed all issues with the customers vehicle.

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had negotiated on a vehicle with one of their salesman (*****). I was in the final stage where I would sign the contracts but my husband wanted me to check into some other tjings involving the vehicle. Mind you, I had already given the salesman $5000 down payment which my husband later told me that I should've only given them my money once the contracts were signed. ***** told me the week before that I needed to give him the down payment then. When I told the finance guy that my husband wanted me to check some other things, he said he'd let their GM ******* know. Which made me feel as if I were in trouble with the principal or something. The finance guy told the GM and the GM said very nasty like,"Just give her her check back!". I did not get nasty back, just left because the car buying experience is "my decision". They told me the check would be in the mail, that was on Aug. 22nd, here it is September 5th and still no check. I've called the salesman numerous times, as well as left messages for what's supposed to be their finance department and still no check. That is my money that they are holding to that shouldn't have even been in their possession until contracts were signed. The salesman lied to me about the down payment, they are lying about mailing my check, and I feel like they are trying to punish me for not buying their vehicle. Patronize at your own risk.

Desired Settlement: I would like my $5000 back as well as payment for having to draw money from another source for my down payment on a great vehicle I found after that horrible experience.

Business Response: Initial Business Response /* (1000, 6, 2014/09/10) */ A refund check for the cash deposit of $5000.00 was issue and mailed today 9/10/14. (chk#XXXXX) Their salesman (*****) is no longer with our company. When the BBB complaint was received I spoke to our GM ******* who thought this had already been handled. Unfortunately the message to refund the deposit did not make it to the clerical office which is off site until today.

8/13/2014 Problems with Product/Service
8/8/2014 Problems with Product/Service
7/24/2014 Delivery Issues
7/21/2014 Problems with Product/Service
7/2/2014 Delivery Issues
6/10/2014 Billing/Collection Issues
6/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I Purchased a 2013 Honda civic from Dean Team Ballwin. I was told that they didn't have the remote or a spare key for the car that I purchased, but they would contact the previous owner and once they received the remote and key they would contact me. I didn't hear anything by the end of the first week so I called. I was told that they called the previous owner and left him a message, and that they were waiting to hear back. So I called again the second week. This time I was told that they didn't hear back from him and that they forgot about it. They were going to call again, and then contact me when they hear back. It has been almost 6 weeks since I purchased the car and I still don't have a remote for my car, or the spare key. It would be nice not to be paranoid making sure my doors are locked or rather or not my key is locked inside my car. Product_Or_Service: Vehicle

Desired Settlement: I would like a spare key for my car. I would also like a remote for my car. As of right now all I have is a key.

Business Response: Initial Business Response /* (1000, 5, 2014/05/28) */ Contact Name and Title: **** ***** Exe.Asst Contact Phone: ************ ***** Contact Email: *********@deanteam.com First, I would like to apologize to the complainant for the sales person "dropping the ball". I have personally spoke with the complainant and have scheduled an appointment with **** ****** ***** to have a "fob/key" combo programmed for the vehicle. Dean Team will pay all expenses on this fix. The complainant seems to be happy with the resolution.

5/8/2014 Problems with Product/Service
4/16/2014 Problems with Product/Service
4/10/2014 Problems with Product/Service
3/4/2014 Problems with Product/Service
1/29/2014 Problems with Product/Service
1/23/2014 Problems with Product/Service
1/15/2014 Billing/Collection Issues
12/23/2013 Problems with Product/Service
11/6/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We bought a brand new **** ******** from this dealership. When we were negotiating the deal we wanted a soft top to go along with the ***** They said we will throw in a soft top to make this deal. A couple weeks later they said they had our top. The top they gave us was used with mold and stains all over it. The windows were scratched. I called them and said we bought a brand new car why would we want a used soft top. They eventually agreed and said they would get me one but now they haven't found one. They should order me one not find one. I would of not bought the car from this dealership and went to one that had a **** with both tops.

Desired Settlement: A brand new **** soft top.

Business Response: Initial Business Response /* (1000, 11, 2013/10/16) */ spoke with the General Manager, informed him of the issue, he followed up with the salesman and found out that we do owe the customer a new soft top. I have ordered a new top, and as soon as it arrives, will contact the customer. The General Manager is going to call the customer, and let them know that we apologize for this issue. Business Response /* (1000, 21, 2013/10/31) */ we have spoken to Mr. , and he is coming in to see our General Manager to resolve this issue. Thanks Consumer Response /* (-5, 27, 2013/11/25) */ The dealership finally delivered a brand new top to us. The complaint has been resolved. Thank you in this manner.

9/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was very misled by sales person and finance manager ***** ****** at this location wanted to pay cash for car they talked me into financing was told i could pay off in three months $2500.00 per month after that they sold me almost 4000.00 in service contracts and added that to the amount financed and did not make clear it was not already included in the $7500.00 balance. This was not what i discussed with them and has been a lot of trouble to fix the problem. NOT GOOD BUSINESS!

Desired Settlement: NOT TO OWE HYUNDAI MOTOR FINANCE MONEY SERVICE CONTRACTS HAVE BEEN CANCELLED

Business Response: Business' Initial Response /* (1000, 5, 2013/09/06) */ Contact Name and Title: **** ****** ***** ***'t Contact Phone: XXX-XXX-XXXX Contact Email: *********@deanteam.com First we would like to apologize to the complainant for him feeling misled. In the complaint he states that he dealt with ***** ******* but originally he dealt with **** ****** in finance and he is no longer employed at the Dean Team. After trying to find out exactly what took place, I have been informed that Dean Team Hyundai is in the process of cancelling the contract and a partial refund was sent for the ding shield ($500.00)to leinholder. We are now waiting for the refund monies from Hyundai Motor Capital. The refund applied to the complainants loan should be around $2572.00, which breaks down to $739.00 for Hyundai Car Care and $1833.00 for the Hyundai Service Contract. The complainant elected to keep the Road Hazard ($299.00), and also "secure etch" ($199.00) This process takes some time and we will be happy to contact the complainant as soon as we are notified by Hyundai Motor Capital. We will also contact the BBB with the progress on this complaint.


Customer Review(s)

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Customer Reviews Summary

4 Customer Reviews on Dean Team Automotive of St. Louis
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