BBB Accredited Business since

Plaza Motor Company

Phone: (314) 301-1700 Fax: (314) 301-1770 11830 Olive Blvd, Saint Louis, MO 63141

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Plaza Motor Company 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 Plaza Motor Company include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 52 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

52 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 7
Delivery Issues 5
Guarantee/Warranty Issues 7
Problems with Product/Service 31
Total Closed Complaints 52

Customer Reviews Summary Read customer reviews

1 Customer Review on Plaza Motor Company
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: May 01, 1997 Business started: 05/01/1981 Business started locally: 05/01/1981
Business Management
Kayla French Kimberly Andersson, Executive Assistant
Contact Information
Principal: Kayla French
Business Category

Auto Dealers - New Cars Auto Dealers - Used Cars Auto Parts & Supplies - New Auto Repair & Service Auto Parts & Supplies - Used Auto Parts & Supplies - Wholesale & Manufacturers

Alternate Business Names
Plaza Audi Plaza BMW Plaza Cadillac Plaza Fisker Plaza Infiniti Plaza Land Rover Plaza Lexus Plaza Mercedes Benz Plaza Motors Plaza Porsche

Additional Locations

  • 11830 Olive Blvd

    Saint Louis, MO 63141 (314) 301-1700


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.

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)

8/19/2016 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: I purchased a vehicle from this dealer on April 23, 2016. As part of the sales contract, the dealer agreed to provide certain OEM items. The dealer failed to abide by the agreement. One specific item, the cargo cover, is still owed the buyer, and the sales representative refuses to further discuss the item owed.

Desired Settlement: Provide the remaining item, cargo cover, as agreed, thank you.

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.


**** ***

Business Response: We have resolved the issue with the customer Mr. *** and he is satisfied with the outcome.

8/18/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I tried to cancel a warranty the same day that I bought it. Over two months later, and multiple emails and phone calls, I have received no response at all from ******** *****.

Desired Settlement: Send the paperwork to the warranty company for cancellation and a refund

Business Response:

I spoke to Mr. **** the day after he bought the car and canceled the warranty like he requested it is in processed it usually takes 4-8 weeks. I also told him that all the proceeds from the warranty will be applied to his loan and at that time he said that was fine. I have no control over the process how the warranty is processed after it leave my hands. I have spoken to Mr. **** 3 weeks after the cancelation and gave him an update at which time he hung up on me.

7/27/2016 Guarantee/Warranty Issues | Read Complaint Details

Additional Notes

Complaint: I purchased a 2013 Mercedes Benz Cl 300 June 2015 and it came with a warranty. I explained to the sales representative, **** ******, I wanted a dependable car and was told it had no problems. The next day there were issues with 2 broken axles, transmission cover and there was a problem with the driver side front wheel that caused me to run into a curb. I have taken it back 5 times for repairs, now it has a burning smell. I was told I could get another car, but no one has given me any options. I received a call from **** January 22 asking if I still wanted another car.

Desired Settlement: I would like to return the Mercedes for a refund.

Business Response: We have repaired Ms. *****'s vehicle each time it has been in. We have provided a loaner car each time. We have offered her two (2) different cars that she drove for a week. Each time, she returns the cars and has a reason not to trade her car. At this point, we will always offer to inspect her car for issues. We will cover them under warranty if the item is a covered component. If she decides to trade her car she can come by and look to see what we have that she might like.

- **** ******, General Manager Plaza Mercedes-Benz

Consumer Response: On Friday 01-29-16 the car stopped on me again. They came to pick it up and again gave me a loaner car. I do not want the 2013 Mercedes and I will not be picking it up.
I have dealt with **** ******, Mr. ********, Mr. ******* and ***** ******* who told me he would find me a car.
They should give me my money back.

7/22/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I purchased a 2008 used Range Rover in April 2016. While completing paperwork I asked about a warranty that I could purchase on the vehicle. I was told that information about a warranty would be mailed to me. After 30 days, I had not received anything in the mail. I contacted my sales person **** ****** (sp) to assist me. After several messages, he called me back and told me that a person by the name of **** in Finance was handling the situation for me. I waited two more weeks and nothing from **** in Finance. I finally called and asked to speak to a manager who assured me that he would let both **** ****** and **** from finance that I needed resolution on this matter. Its been another 2 weeks and I have yet to hear from anyone.

Desired Settlement: I would like the business to honor my original request to provide me with warranty information. It has almost 2 months that I have been driving around in a car that I made considerable amount of money for with no warranty. As a good will of faith and for my troubles I would expect the business to cover some of the costs of my warranty as it will be more expensive now then it would have been had I purchase the warranty closer to the purchase of the vehicle.

Business Response: Please find attached, a copy of the Optional Product Menu that our Business Manager, ******* ******* presented to Ms. **** on the day she took delivery of her vehicle. The Preferred, Value, and Basic packages/options all included the Service Contract. The option she elected was the last, least expensive option that included only the Gap insurance policy. Please feel free to contact Louie Trevino with any additional question, comments, concerns @ ************ or email @ ********

6/30/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I retrieved my vehicle yesterday from Plaza Motors and noticed after driving a quarter mile my check front left parking lamp message came on in message center. I immediately called ****** and left her a message and sent a text with the picture displayed on message center. I haven’t gotten a response from ******. Not to mention I’m exhausted of the fact that every time I bring my vehicle to Plaza Motors I leave with another problem I almost feel like someone is purposely doing things to my vehicle to keep getting monetary funds. This is the third time this has transpired. Also the lamp is functional I have checked it three times the technician who worked on my vehicle did something wrong. I want this issue rectified and I’m contacting the owner of Plaza Motors and I’m in the process right now of filing a complaint with the BBB of saint louis and I ‘m also filing a complaint with the attorney general’s office of Missouri because of the replicated issues I keep having with my vehicle not being repaired properly or purposely not being repaired properly.

Desired Settlement: Repair my item and some time of monetary/coupon compensation for ongoing issues.

Business Response:

****** brought his vehicle in on 05/11 for an ABS issue. Plaza replaced a control module for the ABS issue and completed a free multi-point inspection which we did not note any issues with the parking lights. Unfortunately light bulbs can burn out at any time and we could not predict this. After we were made aware of the situation we drove to the customers house and picked up his vehicle and dropped off a loaner to use. We brought his vehicle back to the shop and replaced the bulb and returned the vehicle to the customer the same day at no charge.


6/23/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I have had 3 negative encounters with Plaza motors. The first is when I purchased a new 2014 CLA. I paid a deposit to have it built and had already been approved by my lender as I had owned a 2008 Mercedes at that time. My sales agent Jim Schulssler refused to let me see the vehicle after it arrived because he stated "let's take care of your financials first" as if I couldn't afford the car. In sales you are suppose to make the product appealing to the customer however he was basically refusing to show me my car that I had already paid a deposit on because he was too concerned about making sure I wasn't wasting his time So I was going over financials with him for a car I hadn't even looked at in person or sat in. The second incident is when I had my car towed to plaza to get a tire changed. I called that morning at 8 and informed my service guy that I had a business meeting for 10:30 so my car had to be ready to pull of the lot by that time, He assured me they would be done and when I got there he had completely forgot to have the work completed so my company lost a huge contract with a large company due to my absence on closing the sale. Lastly I took my car to get a service A and had decided if I had time I would also get a detail so I removed my daughters car seat and put it in my trunk and while I was waiting 2 police officers approached me and said my service agent called the police on me for not having a car seat. I then walked the two officers to my trunk and revealed the car seat which I had just removed the officers apologized and went and told the agent I did in fact have a seat and that I had only removed it because I was debabting getimg a detail. When I called corporate they apologized and said the corporate manager would call back by the next business day-that was 2 weeks ago and I have yet to get a return call. Horrible service. Unprofessional company. TriStar at is 100% better with the quality and customer service.

Desired Settlement: Awareness for the lack of professionalism and customer service.

Business Response: Plaza Mercedes gave ******** a free detail due to the delay in getting her tire replaced back in 2015. On the third visit in 2016 she had an appointment for an oil and filter change and no detail. When the customer pulled in the service drive she let her young child out of the back seat without being in a car seat. One of our employees noticed this and was concerned and called the local police station and they said they would be right over to investigate because the police station is less than a half mile away. After the police questioned her she told them that she stopped down the street and put her car seat in the trunk because she was going to see about a detail while she was here. The service manager **** ****** spoke to her afterwards and explained to her we did not know that the car seat was in the trunk and was concerned that a young child was riding in a vehicle without a car seat. The customer explained her side and I apologized to her for the issue.

Consumer Response: Complaint: ********

I am rejecting this response because:
I just want my complaint to be logged and published within the BBB because this is the 3rd event where they have provided horrible customer service. Other consumers should definitely be made aware of the poor service.


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

6/17/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I took my car in for a routine oil change and spoke with the service advisor because my car has been jerking and idling up very loudly when running. I thought it was a possible catalytic converter or transmission issue. The advisor informed me that my vehicle had a recall on the time and chain. He said what I was explaining was consistent with this issue and this along with the catalytic converter was a common issue with the vehicle. He said he wanted to get me scheduled for service. I reminded him that I would need a SUV with third row seating to accommodate my family. He said that would be done. He scheduled it for May 31,2016 at 9 am. When I arrived I was told they didn't have any loaners and ********** would be providing the vehicle. The ********** representative came over with this little compact vehicle. I told her that wouldn't work. I needed 3 rows. She called someone and said they would be bringing over an SUV with a third row. 20 minutes or so later, they arrived with a small crossover, the Dodge Journey. It had a third row. It smelled very bad. The ********** rep said that's the smell of new cloth seats. I have never driven a car with cloth seats so I said okay. When I got on the road I noticed it had over 10,000 miles on it. That's not a new smell, I thought. When I arrived home I had my son spray the vehicle down with Febreeze. The smell in the car was like someone spilled paint thinner. Later, I loaded the car and we left. It was 88 degrees and the kids in the second and third row asked me to turn the air on. I had the air on in the car but they couldn't feel it. I told them to adjust it from the rear. They explained that there wasn't a place to adjust it. When we arrived at dinner with my family their clothes were wrinkled and their hair was wet. They were complaining the entire ride and I was very upset. Not to mention, my daughter has severe asthma and I am 7 1/2 months pregnant. I contacted ********** and the representative that provided the vehicle, ****** said I could contact the dealer to see if they had availability or ********** would swap me out the next day. It was close to closing time. I called this morning and Plaza told me to call any branch for a different vehicle because they have a national account. I called several locations only to be told that Plaza Infiniti isn't providing a comparable vehicle and there is a price cap. Even though this recall is 100% their fault and I have to be without my vehicle for more than 5 days, they will only provide this compact vehicle with no A/C for my children. I contacted Infiniti Consumer Affairs and they stated the dealership put a cap on the coverage. Then, ********** told me for $60 per day I could upgrade to a Chevy Tahoe. In this case, why should I have to pay more than $300 for myself and my children to be comfortable. This service issue is not on me and it is due to the poor manufacturing of the vehicle. If this was an issue that I was responsible for, I would understand paying for a loaner. They continued to say they can't accommodate me and I am very upset because I get all my service with them. I can't believe they are comfortable putting customers in vehicles that they are uncomfortable in. Additionally, the dealership told me I could pick my vehicle up. Because it was said by them, does this mean if any further damage occurs with my vehicle that they will fix it? I am also contacting my attorney and the local news media. I think everyone should know about the level of service offered by Plaza Infiniti and Infiniti Motors before investing in them.

Desired Settlement: I want a better vehicle to drive and I don't want to be told that I have to not be comfortable while they fix something that shouldn't have been recalled in the first place.

Business Response:

We attempted to return the customers vehicle back to them as they requested until we could reschedule to do the repairs when a larger loaner was more available. We can accommodate a larger Infiniti SUV when available. Infiniti SUV loaners are all under a stop sale and unable to be loaned out at this time. Infiniti only allows for a maximum of $240 in loaner coverage at the discretion of the dealer. We are already paying the difference for any overage on a loaner vehicle. I expect her vehicle to be ready by possibly tomorrow the 10th or Monday the 13th.

4/30/2016 Problems with Product/Service
3/14/2016 Guarantee/Warranty Issues | Read Complaint Details

Additional Notes

Complaint: I purchased a used Audi A4 from plaza and recently discovered that there was no spare tire in the car. Audi A4 should be equipped with a spare tire. I was told by the used car manager that they would not supply me with a spare tire. The best they would offer was to sell me a spare tire at my expense. I did not accept the offer and I insist that the car should have included a spare tire when I bought the car. Fortunately we have not had a reason to use a spare tire, I have no idea what we would have done had we needed a spare tire. We always assumed our car had a spare tire. What if we had a flat tire and had no access to a tire store.

Desired Settlement: Delivery I feel Plaza Audi should provide me with a new spare tire.

Business Response:

Mr. ****** ****** ******** purchased his Used 2011 Audi A4 from Plaza on April 28th, 2014. On May 7, 2014 Mr. ******** brought the vehicle back to us and was unhappy about the brakes vibrating. Plaza Audi went ahead and installed new brakes at No Charge which was $708.39. In late 2014, Mr. ******** had a flat tire which I guess he forgot to mention in his BBB Complaint. At that time, Mr. ******** took his Audi A4 to an independent tire shop to get a tire put on his vehicle. At that time, you think he would have noticed the spare tire missing or maybe he forgot he used the spare tire on his vehicle. The independent tire shop told him that the tires we installed on his vehicle were cheap tires. He came to us about the cheap New Tires we installed on his Audi A4 which were DIMAX tires after we bought the vehicle from the auction before selling to him. He was not happy at that time and we cut him a check to satisfy him for the "cheap tires" which came to $774.69. After also pulling his records, we have found that he has used a few different service shops since owning the vehicle which also may have removed his spare tire after installing new tires on his vehicle. After giving him the check, we have not seen him since this past February (2016). He just recently came to us on February 4, 2016 after we sent him a half off coupon for an oil change which he used. That is when he came over to the used car manager (*** *********) that was not here when he purchased the vehicle or when we sent him the check for $774.69 and asked for a tire or money to replace the tire. That is when we said we were not reliable at this point in time since so much time has passed since buying the vehicle and so many things happened like cashing our $774.79 back in November 2014. In conclusion, I feel we have done everything we can for Mr. ******** at this point and we have gone over and beyond for him with all things considered.

Thank you, ***** ********* (General Manager, Plaza Audi)

1/25/2016 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: I have a 2014 Mercedes GLK that I lease. i went over the mileage for my lease, and when I went to trade it in they let me do a nearly termination. They charged me a month up front, plus my mile overage. At the time we negotiated they said they would wave that as long as I go into another lease. However, they did not keep their word, and they now want their money for the extra mileage. I called the dealership and the manager, **** **** said he would take care of it and he has not done it. I assume they are getting ready to put it on my credit report and that is not cool. I went into another lease with them, and they were to waive the mileage fee.

Desired Settlement: I would like the mileage fee waived like they said. It is around $3000.

Business Response: Initial Business Response /* (1000, 5, 2016/01/18) */ We paid the her last payment as promised. We agreed to pay off her ***** *** loan, which we did. It was approximately $3,000.00. The over-mileage was not ever discussed. - **** ******* General Manager of Plaza Mercedes Benz.

1/22/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: In 05/2015, I took my 2004 Lexus EX330 to this shop to be repaired because a brick came through my sunroof and my seats were scratched up. I am dissatisfied because they kept the car for 2 months. I was told the seat covers had been replaced but the seat covers were still damaged. I complained and they said to contact my insurance company. I received a receipt for the work from the company that says there is a 100% satisfaction guarantee on the work. The insurance company had already paid for the seat covers to be replaced so there is nothing further they can do. The sun roof was not repaired properly so we took the car back. They said they fixed it but it was not working properly so they told me to bring it back again. Now, they will not respond to my calls. The insurance company gave them over $7,000 to make the repairs and the work has not been done properly.

Desired Settlement: I would like for the company to make all the necessary repairs to my car to my satisfaction at no further cost to me or my insurance company in a timely manner.

Business Response: Initial Business Response /* (1000, 7, 2016/01/22) */ ****** *******, 2004 Lexus EX330: BBB Case XXXXXXX The ******* vehicle arrived with a broken sunroof glass. The insurance company was *** whom we are a direct repair shop for. We replaced the sunroof glass, repaired the roof and refinished it, replaces the right front leather and the rear seat leather because of scratches from the glass breakage. We called the customer and left them know the vehicle was completed. When the customer came in, she said that the front driver's seat did not match in color with the new seat that were installed. I let her know that there is 11 years ware on the driver's seat, so I wasn't sure they would match. She said she would not take the vehicle looking like that and left. I called the insurance company and they decided to replace the driver's seat covering. The seat cover was no longer available through the OME, so *** located a place that would make one. Once the cover arrived, we had it installed and called the customer letting them know the vehicle was ready 6-18. They were not able to pick-up until the following week. Before the vehicle left, it was inspected by the Plaza estimator, the *** appraiser and myself. Miss ******* came in to take delivery and went over the repairs and left. The Gilmores called about a week later saying that the seats are defective, I asked her when she could come in for us to look at them. We set a time and we had the appraiser from *** here. He took photos of some new scratches to the right front seat bottom and right rear seat bottom and told them he would get back to them. *** called me a week later stating that the damage was not something they would cover and they felt this was done after the seats were replaced. Miss ******* called about the sunroof not operating properly and I asked her to stop in. When she brought the vehicle in, we adjusted the timing and the problem was resolved. Miss ******* called on 8/5 wanting us to replace the seat covers and sunroof motor. At that time, I let her know we could check the sunroof motor to see what the problem was, but the seats are something damaged after it left here. I received a call from *****, her attorney from ****** *** ******* on 8/7/15. I explained everything to him and sent the invoices for the parts replaced. Miss ******* made an appointment to see the GM of Plaza Motors, ***** ********** During said meeting, ***** let her know we had done the repairs we were paid for, however if there was anything else to bring it to me. I haven't heard from the *******'s. We did all the repairs we were paid for. We answered her attorney's questions and supplied invoices. We haven't heard from Miss *******, although this will not change the outcome. The seat covers were clearly damaged after the vehicle was delivered to the customer and the sunroof timing was already set. I am not sure what else we can do. - ***** ********* Plaza Collision Manager

1/7/2016 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I was in for a service appointment on 12/21/2015 at Plaza Motor Company ***** ***** ********* Creve Coeur,MO.XXXXXThe service that was initiated was oil change on 12/21/15 $133.89 with seven and half quarts. After leaving Plaza, heading to work. I check my oil out like I always do to make sure that it was done correctly. I then notice that the oil was over filled and very dark like it had been top off with old oil. I asked to speak to the Service Manager but the assist manager (***** *****) He stated that couldn't be true that was a strong accusation that I was making. ***** also, said to me that maybe Plaza Motor isn't the place for me. I was very disturb by his comment. I felt like he was not providing me with great service a person in management. This is the second car that I have purchase from this company, I am a little upset about ***** actions, and I am thinking about consult with my lawyer on this matter.

Desired Settlement: I am seeking for Plaza Motor Company to refund my money.

Business Response: Initial Business Response /* (1000, 7, 2016/01/07) */ On Monday, December 21, 2015, ***** ***** came into Plaza Audi for a service appointment. He waited in our waiting lounge while we service his Audi. His ticket was pulled by ******* ***** whose bay is in the glass bubble where our waiting lounge is located. So ***** ***** was able to watch his car be serviced while waiting. We serviced ***** ***** vehicle and ***** went on his way. ***** later called ***** ***** to question his service that we did earlier that day. ***** told ***** that we did not service his car & that there was 7 quarts of oil and we used old oil & did not change his filter but still charged him for a full oil service of $133.89. ***** said that ***** ***** was extremely vulgar on the phone with ***** as ***** kept his cool. ***** went on saying that he wanted an explanation on the 7 quarts. ***** did say to bring the vehicle back and we would look at it to make sure there was nothing wrong & that the proper oil amount was in the vehicle. In the same conversations, ***** looked at ***** *****' history with Plaza and saw that ***** has filled out a few surveys in the past saying that our service department never met his expectations and gave Plaza Audi low scores. This is when ***** suggested to ***** ***** that he might want to choose another Audi service department since he is never happy with Plaza. The next morning, Tuesday, December 22, 2015 approximately 10 am, ***** ***** arrived at the Plaza Audi Showroom asking for someone in charge over the entire store. That is when I, ***** *********, General Manager for Plaza Audi, was finally involved. I spoke to ***** ***** for about 15 minutes regarding what had happened the day before. He never mentioned how rude he was to ***** with the vulgar language and how he was yelling at him on the phone. I also told ***** that I would look into the matter and contact him later in the day on December 22, 2015. I asked him if he had his car here for me to look at. He said that he had already dropped it off in service with ***** as they are currently looking at everything making sure everything is good. At that point, ***** ***** left after service brought his car & keys up. Later that day on December 22, 2015, something in the afternoon, I called ***** ***** after I did my investigation in the oil change. I told ***** ***** that mistakes do happen but in this situations, we don't lift cars in the air to do oil changes, we extract the oil from the top of the engine with a machine. Which he replied he knew. I also told him that his Audi takes more than 6 quarts and less than 7. He also replied that he knew that and that his car took 6.55 quarts. I also told him that I pulled all of his old service bills with us over the past two years and he has always been charged the same. That the 7 quarts on his bill was a typo and I apologized for that. His car had just over 6 quarts to spec. We have a computer that takes new oil from a bulk tank to fill your engine and that we have serviced the vehicle. I also told him ***** used a bad choice of words and did not do a great job communicating to you what he meant after looking at all your past surveys. I also told him *****'s story & your story are different and that the truth lies in the middle but I greatly appreciate his business and could not give him a full refund since we did the service but I did offer a $75 credit on his next service for his inconvenience. ***** ***** thanked me for listening and understanding. ***** ***** also said that he is not a trouble maker he just wanted to let someone know what he thought happened and that he greatly appreciated me stepping in and taking care of him. I told him to contact me with anything in the future and we both left the conversation happy. I feel after talking to ***** ***** I have already gone over and above giving him the $75 credit at Plaza Audi for any future service. We performed the service directly in front of him and the only thing wrong with his experience was a typo on his bill that said 7 quarts vs. 6 quarts even though we properly filled his vehicle.

11/24/2015 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: Plaza BMW located at 11858 Olive Blvd,Creve Couer,MO 63141 had a listing of a 2013 BMW X5 xDrive35i Premium listed for $7,745 on their online website.My husband and I personally stopped by their location on Saturday November 21,2015 to inquire about the vehicle and was immediately told that it was a typo,which I felt that at that point was false advertising. We were than asked to look at other vehicles. I asked to speak with a manager and was told that one wasn't available at that time to speak with. I called the location a few hrs later and asked to speak with a manager and I was than transferred to speak to the sales manager ******** she was very rude and short with me when I brought the matter to her attention of the listing of the vehicle and the price. ****** informed me that she was aware of the issue and that there was nothing that she could do about the listing, that it was a "typo" and she hung up the phone. I was very dissatisfied with her attitude in this matter. I feel like Plaza BMW did not handle the "false" advertisement in the correct way. I feel as if the advertisement was a way of luring customers into their business only to find out that information that was presented to them online was false and misleading.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for this vehicle or one similar/within the same Class to be sold to me as advertised. 2013 BMW X5 xDrive35i Premium listed for $7,745 is what was advertised.

Business Response: Initial Business Response /* (1000, 5, 2015/11/24) */ I spoke with Ms. ***************. I explained to her that very rarely, mistakes are made in regards to pricing. I also explained there were two issues that had to be addressed and they were separate. One the pricing issue, and secondly the way she perceived she was treated. As to her treatment, I explained to her that anyone under my watch understands all customers are to be treated with respect and treated fairly. I told her I would investigate and certainly take action if there was cause. Upon talking to ******* she remembered the situation and told me she treated the customer politely and professionally. ********* opinion was that the customer was trying to take advantage of the situation. I counseled ****** on the fact that perception is reality and learn to see things from their perspective. In my conversation with Ms. *************** I explained to her that mispricing is entirely different from false advertising. In this business our responsibility is to correct the situation, produce a retraction of error from the vendor who mispriced and point out to the customer that there are disclaimers that protect the dealership in the event of an unintended error. She immediately threatened lawsuits and lawyers. She also quoted me her understanding of Missouri law and statutes. My opinion is that ****** could have handled the situation better, and I've had that counsel with her. I do believe based on the lack of reasonable conversation, immediate play of lawyers and lawsuits, and all the legal facts she spouted, that she is clearly trying to get something for nothing. She's spotted an honest error and is trying to take advantage through threats. Also she put forth an accusation that we did this intentionally. If that was our business model you'd surely be able to find another complaint on the matter. I've already handled the way she was treated. I won't be offering her or anyone that vehicle for $7,745. We took down the price instantly upon realization of the error. We had a large amount of people inquire into that car when it was mispriced, and Ms. *************** has been the only customer to complain. I would however be glad to find a vehicle that fits Ms. ***************'s needs and deal with her honestly and fairly.

11/5/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Horrible Experience from service of vehicle to management. On September 12, 2015 I called *** ******** service advisor for Plaza Motors I told *** I was experiencing problems with my left rear body setting on the tire. I told *** I would have the vehicle towed into Plaza so Plaza could take a look and determine the problem and cost for repairs. *** called back a couple days later and stated to me that I needed to have my front right and left struts replace and new brakes because they were damage and the cost would be $3,647.32 and by replacing the struts and breaks this would fix my problem so I agreed on the cost and repairs. On September 25, 2015 I picked my vehicle up from service and drove home a week later I started to experience the same problem I bought the vehicle in for. I tried to contact Mr. ******** several time even leaving voice mails and never received a call back until I tried for the last time and he answered his phone. I told *** I had been calling and leaving voice mails and he said he apologize but in had been extremely busy I went on to tell him about my vehicle doing the same thing so he suggest I bring it back in and he would have the same service technician take a look at it while I wait. After waiting for an *** comes to me in the lobby around all customers to inform me that I need a left rear strut and the cost to replace would be $1,900 this was so terrifying to me after him telling me that my the front struts was my problem and by replacing them would take care of my problem. I even had a customer come up to me and tell me he wasn't trying to be noisy but he overheard our conversation and that was TERRIBLE. I was so upset I ask to speak with the service manager *** informed me that he could talk to me because he had to catch a flight out of town and would be back until Wednesday and that I should give him a call back on Wednesday. When I got home I called back and ask to speak with the General Manager **** ****** they transferred me to his voice mail and I left a message. I didn't get a call back until Wednesday with the General Manager **** ****** and Service Manager **** ****** on speaker phone. The General Manager ask me what could he do to fix the problem and I told him to fix my vehicle for what I bought it in for the 1st time. I told Mr. **** ****** that I paid $3,647.32 for repair and I'm still having the same problem. **** ****** General Manager nor **** ****** Service Manager was willing to take the blame all they kept saying is your vehicle has a lot of mile... so sad for them to say.... miles has nothing to do with them repairing what I brought the vehicle in for. They tried to make a joke and said if I wanted to trade it in and look at another Mercedes they would love to take my trade in. Awful management I would never treat a customer like that I wouldn't be able to sleep at night. Also battling breast cancer and dealing with the terrible service and not being honest has been very stressful ordeal with Plaza Motors. Continuation: I asked Mr. ******** why didn't they tell me about the right rear strut when they were servicing the vehicle out and he said the code didn't show up as the right rear strut being damaged then I asked Mr. ******** do they only check and repair vehicles by codes. Mr. ******** stated they fiscally checked it also. I contacted the repair center who usually works on my Mercedes and they stated if it was fiscally checked they should have known the right rear strut was bad.


Business Response: Initial Business Response /* (1000, 7, 2015/11/05) */ On 08/11/15 ****** ****** had her 2006 CL500 towed into Plaza Mercedes for the ABC light coming on and the left side of the vehicle sitting low. After checking vehicle out we found the left front strut mount broken out and the right front strut was leaking so bad that it leaked ABC fluid on the front brakes. We had to replace the front brakes before she could drive the car off the lot. We replaced both front struts and the necessary hoses on the front and performed rodeo to bleed system. We noted that the pump for the system is weak but functioning at this time. Before we started the repairs she waited a long time to give us authorization to complete the repair because of the expense involved. We gave her almost a thousand dollars off the repairs by cutting the labor expense and the parts prices before she gave us the okay to do the repairs. After the repairs were completed the vehicle sat here for a while before she picked it up. At the time of repair we noted that the vehicle needed other repairs such as a new engine drive belt,drive shaft disc,right front door mirror glass broken/missing,left outside door handle button missing. All of these repairs were declined. After customer picked up vehicle on 09/2/15 she drove the vehicle over a thousand miles and had the vehicle back for a month. When she returned with the suspension down we diagnosed it as needing a L/R strut now nothing was wrong with the front we just repaired. On the air ride suspensions once they get older you can fix one area of the vehicle but it will put more pressure on the old parts and can cause them to leak. This vehicle is nine years old and has 180,000 miles on it and any part on this vehicle can go out at any time. If we would have noticed any issues with the L/R strut we would have made her aware of it and she would have had to pay for this at the same time as the other repairs we completed that had to be done because of the obvious issues with both front struts. We already gave her a huge discount on the first repair and do not want to do anything else at this time to pay for additional repairs.

10/5/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Terrible experience with support at the dealership in Creve Coeur, MO.After they received my money, they simply became ignorant.Sales person ***** after multiple promises "I will call you back" never returned back any calls, and I had to call myself again and demand for information. Had to mention that she was nice and courteous on the phone but useless. Important part of my car was sent to me 2 and half weeks later, and the car was inoperable without it. However I start getting bills and charged interest on it.Till now they failed to properly register the car in Mercedes main computer support system. Had to call MB USA to push registration through.

Desired Settlement: 1. Need upper management to contact me.2. Customers have to be treated right.3. Properly finish all registration processes with my car, and assign someone who can return my information requests.4. Refund interest for the period when I had not possession of my car and it was impossible to operate.5. If you are selling electric cars, then teach your personnel how to deal/service them.

Business Response: We have spoken with Mr. *********. We are in agreement that we are waiting on Mercedes-Benz to supply us with the VVC code for electric cars.

9/16/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Car sold to me was promised to be in "complete working condition" however the car has a transmission leak and all four wheels are bent. A 2011 Mercedes Benz E350 was sold to me on 6/27/15. Salesman **** ******** confirmed to me in a 6/24/15 email agreement that this car's condition was "complete working condition." Merriam-Webster dictionary defines complete as: "having all necessary parts: not lacking anything, not limited in any way, not requiring more work : entirely done or completed." Upon returning to Cincinnati-area home from this St. Louis-area dealership, a large puddle of clear liquid with a possible slight golden color was found on my dimly lit garage floor just behind the driver's seat. I hoped it was AC condensation, but a new puddle developed after each time the car was driven. The puddle became smaller each time which made me think that it was not AC condensation. I soon after began to look for a mechanic to give the car an inspection, found, and booked an appointment. On 7/17/15 a mechanic at Superior Imports LTD in Burlington KY looked over the car and found the following two problems: 1. ALL 4 WHEELS ARE BENT - $800 approximate repair estimate 2. TRANSMISSION FLUID LEAK, PROBABLY FROM MECHATRONIC UNIT SEAL - $450-$700 approximate repair estimate I reported these problems to the salesman and to the business manager who both eventually told me to contact **** ****** used car manager. I left Mr. ***** a voice mail explaining the problems on 7/22/15 and asked him to call me back to tell me how to proceed to get these problems fixed. At that time, the car was still under a 30-day warranty, the last day of which was 7/27/15, so I was also inquiring about having the car repaired under the warranty. I sent Mr. ***** an email on 7/27/15 since he had not called me back since 7/22 and attached a scan of the inspection invoice which detailed the two problems. Finally on 7/27/15, I heard back from Mr. ***** on the phone. He seemed argumentative about the problems found by the mechanic, seemingly questioning the validity of the problems, the mechanic, the mechanic's report, and that report's use of "APPX" for approximate repair. He implied that I would have to make a service appointment at the Plaza Motor service department and did not state that Plaza Motors would pay for these repairs but told me he would look into the situation and get back to me, which he did not. Soon after the phone call from Mr. *****, I received an email from the dealership GM, ***** *********, who wrote, "I will be happy to extend the 30day warranty for another 30 days. You will have to bring the vehicle here at Plaza Jaguar Land Rover to have the repairs completed." I wrote him back telling him "I appreciate your response and am willing to accept another 30-day warranty but not with the condition of having the car repaired at your service department." I then explained that "... I do not have the time it would take to drive the 758 mile round trip for these repairs, or place those unneeded miles on the car, or absorb the cost of the roughly 30 gallons of gas, and since the car was confirmed to be in 'complete working condition' I choose to require that your dealership arrange to repair the car's problems somewhere in the Cincinnati area at your expense with no cost to me. Please write back to let me know how you would like to proceed to bring this car to "complete working condition." I will gladly give you three work days (end of the day 7/30/2015) to find a Cincinnati area shop to repair the problems." As of today, 7/31/15, I have not heard back from Mr. *********, so I am forced to file this complaint with the BBB.

Desired Settlement: I want this dealership to arrange to repair the car's problems somewhere in the Cincinnati area at their expense with no cost to me for parts or labor to bring it to "complete working condition" as promised and confirmed by Plaza Motor salesman **** ********, confirmed to me in a 6/24/15 email agreement.

Business Response: Initial Business Response /* (1000, 5, 2015/08/17) */ Contact Name and Title: ***** ********* GM Contact Phone: XXX-XXX-XXXX Contact Email: ********** Mr. ***** **** purchased a 2011 Mercedes Benz E350 on 6/27/2015 from our dealership with a Limited warranty for 30 days or 1,000 miles whichever comes first. The Buyers Guide that Mr. **** signed states that the dealer will pay 100% of the parts and labor for the covered items, Engine, Transmission & Drive Shaft and Differential. When Mr. ***** contacted me about his problem of a leaking transmission and bent wheels I offered to extend his warranty for an additional 30 days so that he would have time to return the vehicle to us to inspect the vehicle and preform the necessary repairs, we are willing to repair the wheels if our technicians determine that they are bent even though they are not part of the warranty listed as covered items.

9/8/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: ********* ****** 4 ********* ***** Florissant, MO. 63031 ************ ****** Hello, my name is ********* ****** and at 63 years old, I am at my wits and stress end in a vehicle maintenance issue I am having. In all my life, I have never encountered an issue that I am currently having now with Plaza Motor Company/Lexus. I am hoping this letter will result in a resolution that will result in a final resolve that is customer satisfaction oriented. On May 14, 2015 while driving to work, my Check Engine light came on and my Lexus GS350 started to lose power. I pulled over and had my car towed to Plaza Motors Company on ***** *****, Creve Coeur MO., which I had originally purchase my car and past cars from. After the fee based diagnostic test they performed, Plaza Motor relayed to me that the fault on my vehicle was due to Carbon Build Up in the Combustion Chambers. Based on the invoice the car was repaired and test drove. Though the vehicle was promised to be completed by May 16, 2015, it was not ready until May 19, 2015. For this repair I paid $808.07. After picking up my vehicle and while driving home, I noticed in my rearview mirror something in my back seat. I pulled over and in the back seat was a battery charger which had a label on it stating this the battery charger is stolen and belongs to Plaza Motor (I do have a picture) . The only thing I could think about if I was pulled over and a Police Officer had saw this, especially since I live in Florissant and the on-going unrest that is happening there. I did return the battery charger to Plaza Motor.On May 22, while driving, the Check Engine light came on again. I had the vehicle towed again (2nd time) back to Plaza Motor. After inspection, they now are telling me that the Head Gasket is blown on Cylinder 2 and quoted me over $4,000 to get repaired. I disputed this with Plaza Motor stating that this just not make sense to me. I had just had the car there 8 days ago and based on you originally diagnostics, this didnt show up? Because I was not comfortable and dissatisfied with this determination of problem, I contacted the Lexus Customer Service which a case for investigation was opened. On July 9, 2015, I heard back for Plaza Motors/Lexus and was informed they would do a 50% discount on repairs which would bring the price to $2,468.00. I still was not satisfy with this price due to the original diagnosis and payment I had made. Plaza Motors called me back and offered me a cost of $1500.00 dollars. Though I felt it should had been any additional cost from the original price I paid, I agreed to the $1500.00 cost. During this conversation with Plaza Motor, I asked what type of warranty I would receive with this repair. Plaza Motor replied with a 12 months/Unlimited mileage. Customer service and was informed.Now, since May 22, 2015 my vehicle has been at Plaza Motors then I receive a call on August 15, 2015 and was left a voicemail. In the voicemail Plaza Motors states that they replaced the Head Gasket, but engine is now overheating and the Short Block needed to be replace and the cost would be $8,671.00, and in the voicemail that none of this price would be covered (personally I think this information should have been a voice to voice conversation/relay instead on a voicemail).Personally, I think there is something more to these continued manifesting issuesit just make sense to me, are they taking advantage of me because of my age, are they upset and trying to get back at me since I called Lexus Customer Service and negotiated a lower price from the final offering? I dont know, but I just know what has occurred and is currently occurring is not right and fair. Any assistance you can offer would be appreciated.Please note, since the second time I took the car back in (May 22, 2015) until I received a phone call from Plaza Motor it has been 2 months and 23 days.

Desired Settlement: Repair of original stated cost of $1500.00 or comp.

Business Response: Initial Business Response /* (1000, 5, 2015/09/07) */ We have been working with Mr. ****** very closely since the beginning of the situation. The original diagnosis of carbon build up was accurate. After that repair was complete it was found that further work needed to be done to repair the engine. The vehicle was still running rough based on the fact that it needed a head gasket. We contacted Lexus on Mr. ******'s behalf to see if there would be any goodwill as the vehicle was out of warranty with 125000 miles on it. Lexus agreed to pay half of the repair and we agreed to refund the cost of carbon build up repair if Mr. ****** wanted to do the work. He declined the work at that time and had the vehicle towed from our facility. We informed him at that time that he shouldn't drive the vehicle. The vehicle came back to us with approximately 25 more miles on it and the engine now needed to be replaced. Lexus has agreed that they will cover half of the engine replacement if Mr. ****** chooses to do so. We have provided Mr. ****** with a loaner vehicle free of charge for approximately 60 days while his vehicle has been in service. I believe we have done our due diligence in this matter as the vehicle is out of warranty and have extended much courtesy to this client. Customer service is one of top priorities and I believe we have provided it the best we can given the situation.

8/24/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I purchased a used car on June 24th. I took the car to my mechanic and he said there were holes in both manifolds. The headlights and dash lights were flashing. I was told there is no way this vehicle passed inspections legally and was told to contact the company and they were required to repair it. They refused so I was told to contact HWY Patrol Troop C. I told the company I was going to contact troop c and they immediately called me back and were willing to repair it. They came and picked the car up and did repair it. They promised me a second key also. I realize now that they have been playing me along. They said they had a man come and do whatever they do and he is going to come back with the key. They will now not answer my calls. They did repair the manifold and lights after I threatened them with troop C. I put $866 in the vehicle and still have a bearing issue I believe. The 4 wheel drive didn't work and I had to have that repaired. The transfer case motor had to be replaced. They advertised it as a 4 wheel drive vehicle. The front wheel tire was unbalanced and was repaired. I bought the vehicle as is, I understand, but their integrity is lacking because of the key issue. They told me even if they had to pay out of pocket they'd get me the key but I still have not received it. I called them Friday and left a message but I got no call back.

Desired Settlement: I'd like to receive the second key.

Business Response: Initial Business Response /* (1000, 7, 2015/08/24) */ We contacted St. Louis Key, they have contacted the customer and will be going to her home to make Ms. ******* a new key.

8/11/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: i left my car in the care of plaza when i signed work order. several days late receive a call car is ready couple minutes later receive another call that they wrecked my car. i tried to go to dealer to see damage but without my authorization plaza allowed the 3rd party to transfer my car to another 3rd party miles away for repairs without authorization by me. i asked where it was and i would go look wherever they took it and they wouldnt tell me initially. took 4-5 more days for me to get to see my vehicle. the day it happened the service writer showed me pictures of damage off his cell phone. dealership has under contract a 3rd party porter service who they allowed to take my car off site. i have no idea how much other damage was done because of the length of time i wasnt allowed to see my care. gm of plaza audi basically said it was the 3rd parties porter service problem. i asked since this is horrible customer service and it seems fishy they took my car away for so long that i have no idea what really happened to my car. the gm has washed his hands of this. there much more to this story it would take forever to type. but havent heard from anyone since i picked up the car which had more paint chips that werent there from before that need to be fixed. i am tired of calling them they should be calling me. please call me for further details at ************

Desired Settlement: i requested since i have no idea what really happened to the car the extension of my warranty for another 2 yr/24k miles. gm of audi gave the 3rd party company some ridiculous amount for an extended warranty and no one has called back about the warranty or the additional repairs.until this event i was a very satisfied customer but this has really caused me to rethink my referring of people to plaza.

Business Response: Initial Business Response /* (1000, 5, 2015/08/11) */ I, ***** ********** the General Manager of Plaza Audi/Porsche, first spoke to Mr. ********** on a Saturday morning after the accident. He was surprised that I called on the weekend. I apologized for the accident and he was concerned that we took his vehicle to *********** in Kirkwood who does all of our Pre-Owned minor bumper work. I told him that if he felt more comfortable having the work done at our Plaza Collision Center I would have his car brought over to our collision center but it may take longer. We brought the car back to Plaza for him to inspect. Mr. ********** pointed out aged scratches on the passenger side which we told him the accident clearly happened on the driver side where the damage was. ****** (our onsite Pinnacle manager) said at that point to Mr. ********** that Pinnacle was covering the driver side where the damage was. Mr. ********** asked about the extended warranty & ****** from Pinnacle replied he will turn the request in to his corporate office and wait for their decision. After Mr. ********** left, we sent the car to our collision center for the driver side rear bumper, rear quarter panel & driver side rear taillight to be repaired. I also told Mr. ********** that I would cover his service bill. Mr. ********** asked me again about the extended warranty and I told him that Plaza would not be responsible for an extended warranty but Pinnacle may pay for one as they did the actual damage to the vehicle. I was willing to pay for his service bill which Plaza did. I also gave Pinnacle a quote for the JM&A extended warranties that we offer on Mr. **********'s 2006 90,000 miles Audi A4 Cab. I gave Pinnacle the retail price & cost of the warranty. Mr. ********** also requested the price sheet which I emailed to him. After Mr. **********'s vehicle was finished we contacted him and about a week went by when he arrived to pick his car up. He noticed some more damage that was on the trunk lid and pointed out the passenger side. I told him at that time to go ahead and take the car for the weekend since it was convertible weather and bring it back at your convenience and we will repair the trunk lid. As far as the passenger side and the warranty, that was between him and Pinnacle. Mr. ********** never returned. I felt like he never returned because he knew asking for a warranty had nothing to do with the original fender bender in our lot and that we paid his service bill and repaired his car where the damage was that Pinnacle knew they did. We never agreed to fix the passenger side & we never agreed to give him an extended warranty. I feel like we did go over and beyond for the circumstances of this minor accident. We repaired the vehicle & paid his service bill. Pinnacle was going to offer him a $500 credit but he never returned. I know it is not an extended warranty but a small fender bender in my mind does not constitute an extended warranty. We will still offer the $500 credit in Audi service and fix the small scratch on his trunk lid that I have documented. - ***** ********** General Manager of Plaza Audi/Porsche Mr. ********** came in for service to have the following items repaired: repair to four wheels, dent removed, oil change and tire rotation. While at the dealership, the vehicle was damaged on the LR rear bumper and Left Quarter Panel. The damage was caused by a staff member from Pinnacle Automotive Hospitality, a company that we outsource as a concierge service to move and wash vehicles. The customer was contacted prior to any repairs being made to the vehicle as a standard procedure, and spoke with the manager of the Pinnacle Automotive group. The vehicle was repaired back to original plus some additional work was done at no charge to the customer, and Pinnacle paid for all as a goodwill gesture for a total of $1,939.88. Also the service department supplied a loaner for the entire duration of his service visit from start to finish. - ***** ********* Service Manager Plaza Audi/Porsche Initial Consumer Rebuttal /* (1500, 7, 2015/08/11) */

7/13/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Failure to finalize vehicle purchase On Saturday June 27, 2015 I went to the Plaza Motor Range Rover/Jaguar location to shop for a Range Rover. Tuesday June 30, 2015 I was contacted by my salesman and we negotiated a agreed upon price. I was emailed a buyers order with pricing and vehicle information requesting a $ 1000.00 agreed upon deposit. I sent deposit than was told that there were some issue's/red flags that came up regarding my name and exporting. In several discussions with my salesman and the sales manager they stated I was suspected of being a exporter. They said that if I wanted the vehicle that I would have to either let them run a credit report or put a lien on the vehicle. First of all there will already be a lien on the vehicle. Secondly they have no right to run my credit if I'm not financing with them. If they have concerns with me being able to buy car simply ask for a larger non-refundable deposit. I don't believe they ask other customers to do these conditions to buy a vehicle there. I know for a fact they don't because I know many people that have purchased vehicle's there without this request. Its absurd to think someone would allow them to put a lien on the vehicle when they have no interest in the vehicle. Their General Manager Tyler referred to me as being someone suspected of exporting vehicle's. I have never EVER exported a vehicle, and his suspicions are completely unfounded and slanderous.

Desired Settlement: Sell me the vehicle I was offered as outlined by the contract I received from the company and their salesman. If they want a $ 5000 deposit non-refundable because they feel I can't close I have no problem providing that as money is not a issue. Otherwise I want them to pay me a $ 5000 fee for rescinding the sale on my Range Rover.

Business Response: Initial Business Response /* (1000, 5, 2015/07/13) */ Contact Name and Title: ***** ******* Sales Manag Contact Phone: XXXXXXXXXX Contact Email: ******** Customer did not sign a binding contract and management did not sign off or approve offer that customer and salesperson discussed. Customer mailed $1000 deposit to dealership (dated 7-1-2015). Since management did not approve the offer, Plaza Jaguar Land Rover St. Louis cannot sell the vehicle because the offer is not valid. A larger deposit is unnecessary and unwanted. Plaza Jaguar Land Rover St. Louis did not cash or deposit customer's $1000 deposit, as there is no valid deal. Therefore, Plaza Jaguar Land Rover St. Louis will not "pay" customer $5000 for "rescinding" a sale that was never a sale. Plaza Jaguar Land Rover St. Louis has the right to deny a sale to whomever. Plaza Jaguar Land Rover would like the opportunity to meet with customer and try to discuss an agreement and/or possible sale in the future at customer's convenience.

7/3/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I purchased a 2012 Mercedes GL450 May 9, 2015 and it came with a warranty. I went to the license bureau June 2nd to register it and was told I had the wrong title. I called Plaza Motor the same day and was told you would take care of it. I have been calling sincecalled 6/22 and it was not readly.

Desired Settlement: I want the title and for the business to pay late fees.

Business Response: Initial Business Response /* (1000, 5, 2015/06/25) */ Mr. ********** purchased the 2012 Mercedes GL450 on May 9th, 2015. The person who owned the vehicle previously ordered a duplicate title, but gave us the original upon trading his car in. When Mr. ********** tried to register his vehicle, he couldn't because he was in possession of the original title which is void after a duplicate title is ordered. We contacted the original owner on June 2nd asking for the duplicate copy. He responded on June 6th saying that he was out of the country and didn't know where the title was. We had already ordered another title through the state on June 5th. When we contacted the DOR on June 24th, they have stated they mailed the new title on June 23rd. We will cover any late registration fees and will give Mr. ********** the new title as soon as it arrives.

6/8/2015 Guarantee/Warranty Issues | Read Complaint Details

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Complaint: Purchase New ****** Karma in 2012. Dealership refuses to honor warranty and says it sold its ****** Dealership.. Says ****** is bankrupt. Multiple times ****** from new needed new brain and reset and othe electrical issues. Vehicle will not run and Plaza General Manager says they will not fix and I should sue them. They say they are not responsible. I paid in full over 100k for this vehicle.. It only has 7k miles on it.

Desired Settlement: I request the vehicle be bought back by Plaza Motors.

Business Response: Initial Business Response /* (1000, 5, 2015/06/08) */ Mr. ****** recently contacted me for the first time since October 2013, at which there was an issue with the battery and an update needed to the computer in his vehicle. When he had contacted me regarding the said issues, ****** had already purchased the dealership back (in 2013) from Plaza Motors. I pulled strings and had ****** send a computer and we fixed his car, sending the computer back to them. Since then, ****** has filed bankruptcy and we longer have any contact or capabilities to get the special tools required since they had purchased our ****** dealership back from us. In regards to the inclination for Mr. ****** to sue us, that was never brought up or mentioned. As far as responsibility goes, I cannot do anything because the dealership is no longer associated with ******.

6/8/2015 Delivery Issues | Read Complaint Details

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Complaint: I truly feel I've been taken advantage of at this Dealership/Brand. Not only with my trade in value, but absorbing my down payment as their own profit on top of what I was financed after all the back end operations of the additional packages to sign up for and then to find out they were dishonest with me. On the day of my purchase, 4/25/15, in that I was told my Bank had denied my loan application for this sale of the Audi Q5. The only 'accepting' Bank was ***** ***** at 7.99% ( among the 60 other Lenders I was told Audi uses??). So I had called my bank 4/28/15 and they confirmed a Audi Loan Application was never or has ever been received/submitted from Audi/Plaza Motors! In process of switching lenders to my bank for 2.75% for same loan amount. Quoted window tinting thru Audi was about $500, called previous company I used on my trade in, charged me $375, and found out they are contracted with Audi. I had inquired about having the same type of All Weather floor mats and cargo mat and Luggage Cover like I had in my Trade In.... after being told prior to the Sale date, I would have a Cargo/Luggage Cover installed from another Q5 vehicle and then I could order the floor mats and cargo mat similar to what was already in my Trade In. I was then be instructed After the actual Sale that day, that I would now have to order the "whole" kit, the Cargo Cover Kit. After finding out about the bank fiasco, I called another body shop to order them and they called another Audi Body Shop about the all weather floor mats/cargo mat and cover "kit" to be ordered... and they ran the Vin # of the Vehicle I had purchased, and stated that model I purchased should come Standard, and purchased them 35% less than Audi quoted me I would have to pay. I was promised to have the scratch "repaired" on passenger side back bumper before the sale date of Saturday, 4/25/15. Then told my salesman got a paint pen to repair it when I was in for detailing. I said No! I'll have it done professionally along with LCD monitor. Product_Or_Service: Audi

Desired Settlement: *Refund of expenses on verbal agreement of Cargo Kit and cost of mats - time/trouble*Refund of expenses on verbal agreement of deep scratch repair on back bumper*Refund of expenses needed on LCD Monitor scratches/Stains*Back tire noises are to be inspected next week that was noticed prior to sale, will follow up if Repairs are needed.

Business Response: Initial Business Response /* (1000, 7, 2015/06/05) */ I'm ***** ********* General Manager of Plaza Audi. I have had several conversations with Mr. ******** over the past few weeks. For the record I was never contacted by Mr. ******** prior to the email sent out on May 7, 2015 to the CEO of Asbury, Audi Customer service, President of Audi of North America and the Better Business Bureau. I did reach out with major concern within the hour of reading the email. I have also had several conversations with Mr. ******** since. I did explain that our costs are marked up from our Vendors as we are in business to make money to offer a service. We never say we are the cheapest in town but we do offer a service to make your life easier. Moving to getting his vehicle repaired. I respected his schedule. I also offered to pick up the vehicle at his home or work place which he said that it would be no problem to drop the vehicle off after work. I first off apologized for the way he felt he was treated. I try to make sure everyone has a great experience at my dealership. I also gave him all my personal information to make sure moving forward if there is anything he needs to contact me directly. I did agree to pay for the floor mats and the touch up paint that he purchased at another dealership. I did explain that the all-weather floor mats did not originally come with the vehicle when the vehicle was new but I would pay for them. So I cut him a check for $661.33. I also told him since the vehicle was used and he wanted the LCD Navigation screen replaced due to some scratches that I would not be able to do that due to cost and the discount we gave him on the vehicle. I did however offer to buy the vehicle back at full cost. Mr. ******** did decide to keep the vehicle and move forward since he did love the Q5. I did apologize and was upset that the vehicle did deliver with the scratch in the bumper. He said that he was having another body shop repair it. I offered to repair it at my body shop or cut him a check for $300. He decided to have me fix it which we did. When he brought the vehicle in he showed me some damage on the side of the passenger door that he was upset with himself because it happened to him over the past weekend. I told him that I would do what I could. I wanted to exceed his expectations since he felt my dealership has let him down so far I went ahead and repaired the door damage at no cost to Mr. ********. The repair cost just over $600. Upon completion he picked up the car and on his way home saw some dust from the body shop and sent me a disappointed email regarding the vehicle again. I then replied letting him know I wish we caught it when he was here so we could clean the few dust spots. I did offer once again to pick up the car and clean it. He declined. We must have all missed the few dust spots because we all walked around the vehicle and all missed the dust. I did apologize for the dust & said I was truly focusing on the body damage that was repaired. I did finish that I hope we can start on a new friendship & I would love for him to continue doing business with Plaza & if he chooses to do business at another dealership and they do not exceed his expectations that I would be more than happy to welcome Mr. ******** back to Plaza anytime.

6/4/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I identified a known issue with my vehicle and they didn't honor it and now they are trying to force me to pay out of pocket. I purchased a 2012 Infiniti QX56 from Plaza Infiniti in October 2012 with a little over 20,000 miles and under warranty. I started to notice issues with the vehicle shortly after and took it to the service department numerous times. It burned a significant amount of fuel and it began making a loud noise like the engine was idling up when I started it. I explained to the service department that I had a truck previously that made these same noises and it was due to needing a catalytic converter. The service person said that the QX56 has been known to have issues with the catalytic converters and he would check it out. On this visit and others they repeatedly told me that the vehicle didn't bring a code for the converters and they couldn't fix it. I told them that maybe there was a problem with a sensor or the machine was faulty. I furter said that I wanted everything noted in the system because I didn't want this issue to come up later and it not be covered by the warranty. I was told that this would be noted and everything would be fine. About 1-2 months ago I took my vehicle in for service and they called me and said I not only needed one catalytic converters but 2 and manifold. I was furious at this point because it was nearly $5000 and I told them repeatedly what was going on. Plus, with my numerous complaints about the noises it was making I feel that they should have went the extra mile and found this issue. I am not a mechanic nor should I have to be. I paid good money for this vehicle and I have had it serviced by Plaza Infiniti ONLY from day one. Had they listened to me and looked for the problems that I was having instead of using this as a way to make me pay for known issues instead of using the warranty that came with my vehicle. I will never purchase another vehicle from Plaza motors and I have told my friends, family and co-workers to do the same. They are not and should not be known as a reputable company. They are crooks and this is the lower than the usual you get at the USED BUY HERE PAY HERE CAR LOT.

Desired Settlement: In light of what happened I feel Plaza Infiniti should repair my vehicle at no cost to me. I have been a loyal customer and because I identified this issue prior to this incident I should be accomodated.

Business Response: Initial Business Response /* (1000, 7, 2015/06/04) */ The customer thinks that the convertor should be replaced under warranty. The vehicle now has 100,931 miles on it and the warranty expired at 80,000 miles for this part. The customer said they feel it should be covered because they had complained about a noise in the past that could be described as a convertor noise. The last complaint that they had with this concern was on 9-19-13 at 56,987 miles on the vehicle. At that time they inspected the convertors and checked for codes. Nothing was found to be abnormal and there were no codes stored in the system indicating a problem in the exhaust. Now 40,000 miles later there is a problem and they must be replaced. The customer did contact me about this and I contacted Infiniti on their behalf. I explained that the customer thought this concern had been there for a while. I told Infiniti that they were still coming in for service since then but had not complained about the noise. I was able to get Infiniti to pay for the labor if the customer pays for the parts. We contacted the customer and waited for their decision. We followed up and they still hadn't decided. Finally they told me to go ahead do the repairs on 5/20. The customer had been pushing the matter further up the line through Infiniti so we were allowing them to try and negotiate something better. They did not get a better deal from Infiniti. The customer did tell me to proceed with repairs but thought that Plaza should now pay for the parts. I explained to the customer that we were giving him a reduced price on the parts. Since Infiniti was willing to assist so were we. They thought we should pay for all of the parts and I explained to him that just like the manufacturer we were helping his cost be reduced but he would be responsible for the parts. He agreed and gave me authorization to proceed with repairs on 5/20. Apparently the customer then opened up a BBB case then. The vehicle is out of warranty by over 20,000 miles. They have not logged a concern about this with Infiniti in over 40,000 miles. The time that they did make a complaint nothing was found to be out of parameters according to the manufacturer. Infiniti is paying over $1,000.00 dollars in labor for this customer. We have reduced the parts pricing to give the customer a better deal than normal. I don't feel the customer deserves any more. Since they were working with Infiniti Consumer Affairs, they have also been driving one of our loaners the entire time since April 3rd.

5/22/2015 Guarantee/Warranty Issues | Read Complaint Details

Additional Notes

Complaint: On 4-27-15 we communicated with *** ****** and ***** ******* about a 2012 Audi A7 VIN *****************. They wanted $23,000 for the car. We asked about the condition of the car, and how it ran and drove. *** assured us that the cars was in excellent shape except for a crack in the windshield. We purchased the A7 on 5-4-2015 and wired the dealer the money. We sent a transporter to pick up the car, and when we got it, it smelled of burnt oil and the check engine light was on, so we took it to an Audi dealer, and found out that the Catalytic converters were bad, and received an estimate of $5,300 for the repair. Since the car was represented as in "Good" shape and in less than 1 mile suddenly had these problems, which, based on the smell, I believe were there the entire time we were discussing the car. I asked for the dealer to help with $3,500 of the repair, and I would pay the rest... they said they don't feel they owe us anything. Product_Or_Service: 2012 Audi A7

Desired Settlement: I would take the $3,500 adjustment to help pay the cost of the repair, or I would appreciate if they would buy the car back, and reim. me the cost of transport. Either is acceptable.

Business Response: Initial Business Response /* (1000, 5, 2015/05/22) */ We sold the vehicle as-is. Upon leaving the dealership, there were no lights on that would indicate there was an issue with the engine. The car was sold-as is, which is mentioned in the buyer's guide that the buyer signed.

5/18/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I took my 07 Landrover Lr3 into Plaza Moters Bodyshop for an insurance repair on my windshield and Panoramic roof, after the work was completed. i pick up my vehical on the 7th of May and drove it onto the highway and took it back because it was blowing white somke. My vehical was not smoking when it was place in their custody.

Desired Settlement: I like to have my vehical back, the way it was when they took it in mechanically...not somking.

Business Response: Initial Business Response /* (1000, 5, 2015/05/14) */ Good Morning, Mr. ******* dropped of his vehicle on 4-14-14 for an insurance claim with ***** insurance. 4-28-15 ***** requested for us to write an estimate and submit it to them. 4-28-15 part order was placed for a windshield and the glass roof. 4-30-15 Parts arrived however the glass roof arrived damaged from shipping. 5-6-15 Second Roof arrived and was installed. 5-7-15 We called the customer and let him know the vehicle was ready for delivery. 5-8-15 Mr. ******* took delivery of the vehicle and came back an hour later saying his vehicle was smoking from the exhaust. At the time we told Mr. ******* we only replaced the windshield and glass roof we didn't do any mechanical repairs . 5-11-15 The vehicle was sent to service to diagnose the issue, as a courtesy Plaza Collision paid the diagnostic fee. 5-12-15 Service told us it was an oil separator that needed to be replaced. The cost was approximately $500.00 and there were other maintenance items needed totaling about $6500.00. 5-12-15 We called the customer and advised him of what needed to be done and the price. We called the insurance company on the customers behalf to ask if they would participate in any of the failures found. ***** advised that this would not be covered under this claim because it is not related. Mr. ******* demanded we do the repairs for free. I explained that the oil separator did not have anything to do with what we did to the vehicle. This is a 2007 Rover with 125,827 miles and needs $6500.00 worth of maintenance work. This is general wear and tear maintenance work that needs to be done and not found to be related to what we did for repairs to the vehicle. Mr. ******* said he would call Rover, BBB, Corporate office and his attorney.

3/6/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Purchase 12/05/14 2014 Mercedes 300 C Class The next day someone called from the dealership and asked me to return to sign an important document. I did not come out and she came to my job and I signed paperwork. She later gave me an envelope with information on the car and sales. I went to the dealership that Monday and spoke to the finance guy and explained i did not want the $7000 extended warranty. The finance guy offered to reduce the amount of the car to cover the difference at a lower rate at interest of 2.99 and I agreed to the terms. The loan was not sent to *** **** and they contacted me stating I was late on the loan.

Desired Settlement: I need Plaza to close the loan.

Business Response: Initial Business Response /* (1000, 5, 2015/03/05) */ Ms. ******* purchased a car from us on December 5th, 2014. She returned a couple of days later to cancel the warranties that she had purchased. We flat cancelled the first contract, and had her sign a new contract without the warranties. There was confusion on the bank's side with the flat cancel. As of March 4th, 2015, this has been resolved. She did not have to make January or February payments. Initial Consumer Rebuttal /* (3000, 7, 2015/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaint with Plaza is not accurate the complaint is about bad customer service and unlawful business practices. On 12-5-2014 I purchased the above car. I sat in the dealership 5 hours after signing some documents I drove off with the car. Next day dealership called to inform me that they needed my signature on a document and asked me if I would return to the dealership. I said no, I sat for 5 hours yesterday you should have gotten all signature last night. The representative said she would come to my job to get the signature and she did. The document that needed my signature on it was the SALE CONTRACT. My complaint is Plaza and its representative are so fixated on selling the extended warranties, prepaid maintenance and gap insurance. Plaza *** ***** finance agent failed to obtain my signature on the sale contract the *** ***** said to me if you get the above items my interest rate on the loan would be 2.99 if I don't the rate would be 4.25. This is an unlawful business practices my interest rate should not be based on whether I buy the above items. When I realize how much these items cost $7000. I informed the dealership I do not want the above items because the car I bought had 1,794 mile on it and is still under manufacture warranties. Once I told Plaza I don't want these items they re wrote the loan. It has been 90 days and the re write has not been closed out properly therefore I have been unable to make a car note. Every time I tried to contact Plaza manager **** ***** *** ****** ***** ******* finance agents they refused to accept my calls. It is crystal clear that because I don't want the above items I am being discriminated against. I have been black balled, no one at this business has been willing to accept my calls. They hang up or don't answer my calls. I left 100 messages no one would return my call. I have experience necessary strife. All because I don't want to purchase the above items. This is bad customer service. Plaza Motor has come against me because I said yes to the above items only to obtain the best interest rate on the loan. *** bank had been calling claiming I was late on the loan. The liability is Plaza they simply dragged their foot on refunding the bank money for the above products. It is a disgrace the way I have been treated. Plaza intentionally ignored me all because I don't want the above items. Despite the fact my car had 1,794 miles on it and I don't need these items. These folk at Plaza are fixated on selling these item so much so they completely failed to sign the sale contract on the car the night of the sale. In addition, Plaza give the customer a higher interest rate if they don't purchase the above items. If the customer complain Plaza just ignore them. Sincerely ******** *******

3/4/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I bought a 2010 Smart Car from Plaza Motors on 5/12/2014 They sold me a service plan for $1699. I paid thee whole balance for the car and the warranty. They told me that I could change my own oil with no problem. I found out in December 2014 that if I change my own oil it will void the warranty. At that point I called Plaza Motors to cancel the warranty contract, I feel they sold it to me on false pretenses telling me that I could change my own oil, and the contract says that if I do change my oil myself the warranty is void. At first they wouldn't even contact me about a refund. I found out from the warranty company I needed a request form from the dealer. I didn't get the request form until January 2015. This was a 36 month or 36,000 miles extended warranty.

Desired Settlement: I feel I was cheated at the start of this deal, I would like a full refund of $1699 for the warranty they sold me with misinformation.

Business Response: Initial Business Response /* (1000, 8, 2015/02/25) */ We previously cancelled the customers service contract and sent him a check for $1300.22. We are refunding him the additional $398.78 as an act of customer satisfaction. Initial Consumer Rebuttal /* (3000, 15, 2015/03/04) */ I have received payment from the company and my complaint is resolved.

1/27/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: In October, 2014, I dropped my 2008 Infiniti FX35 off at Plaza Infiniti service to have my dashboard replaced, as it was bubbling up at an alarming rate, as well to have the speedometer/odometer recall done. Infiniti had a driver return my car to me. I realized that the automatic starter would no longer turn over, and the Navigational system "thought" it was in Missouri. I contacted *** ******* by voice mail, and followed up the following day with an email. No response was received, so I ended up contacting **** ****** the service manager. He thought it was easily fixed, until after I explained, and he told me they were going to send someone to pick it up. When the picked it up *** ******* called and advised that the auto starter was repaired, but the navigation harness would cost $500 plus to repair. When I questioned him on what happened, he asked if someone else had looked at my car or if an animal had gotten under my seat. I was angry, because of course not!! He said he would got back to service and call me back. They called back and said it was just a fluke, but it was nothing that was done there. I told them to return my car. I had Miles Nissan Service look at it and they advised that the dashboard would have to be taken off to repair the holster. I had just had my car serviced at Miles, and also had used the GPS to get to Plaza, initially and everything was working! No one, including service, and the guy that returned the car to me, said a word about the navigational system not working properly. I contacted Infiniti Customer Support and they chose to support Plaza. I also contacted the GM at Plaza, and he also supported their service department. My husband and I discussed it and determined that we couldn't sale/trade the car without an operational navigation system. So Plaza picked it up on 11/17/14. It was finally repaired at a cost of $608.64 to us and returned on 1/09/2015. We shouldn't of had to pay anything, because I know the harness repair wasn't our fault. Product_Or_Service: Infiniti FX35

Desired Settlement: I would like them to admit their error and to return or money to us.

Business Response: Initial Business Response /* (1000, 5, 2015/01/23) */ Contact Name and Title: **** ***** Service Manage Contact Phone: XXXXXXXXXX Contact Email: ******* After ***** ***** came in during the month of October to have the dash pad replaced, the vehicle was returned to us stating that her remote start and navigation were not working correctly. We looked at the vehicle and noticed that the aftermarket remote start was simply loose and not plugged in. We secured the connection and the remote start then worked. We diagnosed the navigation as having a defective cable. The cable was losing signal through it. We contacted the customer and let her know the findings. We explained that this cable is not a part of the dash repair and it was a defective part. The customer contacted Infiniti and opened a consumer affairs case for assistance. I was contacted by consumer affairs and we reviewed the case. As with my findings, Infiniti also stated that this cable is much further inside the dash than what the dash pad replacement required and they could see no reason for my technician to have taken the vehicle apart that far to get to the navigation cable. Infiniti advised the customer that this cable has no relationship with the dash pad replacement. This repair would be at the expense of the customer. ***** ***** then contacted the General Manager at Plaza Infiniti. His name is****** *******. Mr. ******* and I reviewed the case and it was explained that this was an unfortunate coincidence. The repair was supposed to have been about $1,200.00. It requires the dash assembly to be completely removed and not just the dash pad. We explained this all to ***** *****. She stated that she didn't agree with us or Infiniti Consumer Affairs. With this being a customer of Plaza, we did offer to split the bill with her as an act of good faith. The customer agreed to this and we proceeded with repairs. The cable had to be sent in from Japan and then entire time the customer was driving a loaner vehicle. When the vehicle was finally completed, the customer paid her half of the repair bill and we took care of the remainder of the bill. We then had the vehicle cleaned and returned to the customer. We also had several trips picking up and delivering her vehicle back to her while she was deciding to fix it or not. I have also spent an additional $750.00 to an outside delivery service to make these additional trips. This is a case of an electronic part that had an internal failure. The cable is located in the dash but it is a lot deeper than any of the repairs that were done previously on her vehicle. It was inspected by my shop and also reviewed by Infiniti. Everyone has come to the same conclusion and that is the reason Infiniti did not offer any assistance. We offered assistance simply because we care about all of our customers. I don't see any reason for me to refund the remainder of her bill when she has been explained to from Infiniti Consumer Affairs that this repair has nothing to do with the previous repair. I feel that we have been more than nice with our fifty percent offer that she had agreed to. I do not plan on returning any money at this time. **** ***** Service Manager Plaza Infiniti

1/19/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I purchased tinted windows with my car but then we realized that the car already has tints on it so was supposed to receive a refund for this as well as it took them longer than expected to get everything settled so I had to register my car late and had to pay a $50 fee. Per ***** ***** AKA ***** this was supposed to be refunded to me for the tints as well as the $50 fee and it would go out in the mail. The 2 times that I came in to remind him of this he kept saying its been submitting and we are just waiting for them to mail the check out. I then came in 2 times after that and was informed he no longer worked there but the sales manager ***** ******* aka ***** was going to take care of it. This has been going on since April and I have yet to recieve my money refund. I also am very upset because they ran my credit without asking me from April all the way to September which has caused huge point reductions on my credit report. I will no longer be dealing with plaza or referring anyone to this establishment. I just want my $ back so that I can move on.

Desired Settlement: I would like to have my money I payed to have the windows tinted, which I didn't have as well as my $50 refunded for the late filing fee. I would also like a letter sent to the credit bureaus requesting that all the times they ran my credit report outside of the date that I said it was okay to do.

Business Response: Initial Business Response /* (1000, 7, 2015/01/13) */ We sent the customer a check for the window tint, as well as a $50 check for the late fee to ensure the happiness of the customer.

1/12/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: on sept 2 2014 i purchased a vehicle from gateway gmc during intital purchase it was detected that there were some mechanical issues with the vehicle that may be covered under the extended 3 month 3000 mile warranty. i requested that the vehicle be sent to plaza bmw specialist to have reapired while at plaza the vehicle was 1)misdiagnosed and was only partially repaired. 2) i was charged a 100 for an unauthorized service that i was forced to pay before picking up the vehicle. i got the vehicle back faxed a letter to the service advisor requesting to have the vehicle looked at again and a refund of my 100$. to date i keep getting voicemails and the run around regarding the refund and having my vehicle looked at. my warranty has lapsed now and the vehicle was never repaired correct initially .

Desired Settlement: i would as requested by written letter, like to have my vehicle check and repaired properly all the malfunctions that would have been covered under warranty replaced at no cost to me. the estimate that the said after my second request stated that there was 8k$ worth of REPAIRS NEEDED i paid 10k for the vehicle from GATEWAY GMC BUICK ON 09-02-2015 IF YOU HAVE FURTHER QUESTIONS PLEASE CONTACT ME AT XXX-XXX-XXXX PLEASE AND THANK YOU

Business Response: Initial Business Response /* (1000, 6, 2015/01/08) */ Mr. ***** brought his vehicle in for repairs. The repairs were to be covered by his extended warranty except for the diagnostic charge. Once the repairs were completed Mr. ***** picked up the vehicle and paid for his bill. Subsequently Mr. ***** called Plaza to dispute the charge. I offered to refund the $100.00 charge, explaining that it may take some time due to the year-end accounting functions. Mr. ***** received his check on January 7th. Initial Consumer Rebuttal /* (3000, 8, 2015/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr ******** did not make the process that simple. I had to call multiple times to get a return call I also faxed a written request which I will upload. mr ******** finally returned my call and said that I was seeming a bit harassing to him about the matter. I felt that response to be very rude and unprofessional. not to mention my vehicle was misdiagnosed and the 100 charge pertained to an unauthorized radio diagnostic. I paid 100 as well for the warranty deductible. and to date my vehicle is still in need of the repair plaza misdiagnosed. I brought my vehicle there because I felt it would be in good hands with a bmw specialist however this experience has not yielded a positive outcome.

11/25/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Took my car to plaza so they can repair a dent in my fender. Ended up painting my fender a different color than my car and my headlight stated shaking Did a terrible job repairing my Audi. I brought it in for a dent on my fender and when I went to pick it up my entire bumper and headlights were out of adjustment because they took the bumper off for paint and when they put it back on they did not adjust anything. Also my fender was painted a different color than my car was and they only explanation they told me was that the insurance company hadn't paid them enough money to paint the car the right color. If they were not going to do the job right they shouldn't have done it in the first place. Very terrible job and I do not recommend anyone to go to them for repairs.

Desired Settlement: I am requesting that Plaza make my fender match my cars color and to repair my headlight that is shaking because before I took it to plaza it was both shaking.

Business Response: Initial Business Response /* (1000, 8, 2014/10/02) */ ***** ********* Body Shop General Manager, looked up the customer's information and I didn't see and calls from the customer complaining about the issue. Mr. ******** reached out to Mr. ****** and let him know that he received a letter from the BBB and was surprised because he didn't know there was a problem. Mr. ******** asked what his concerns are; Mr. ****** thought the color was off, his headlight has a problem and he thinks that the front bumper gaps are off. Mr. ******** asked if Mr. ****** could stop by with the vehicle so they could look at it together. Mr. ****** agreed and will stop by Tuesday after class. 10-7-14. Consumer Response /* (3000, 15, 2014/10/23) */ I have been calling and leaving messages to set up an appointment, but I have not received a call back. Consumer Response /* (3000, 20, 2014/11/19) */ 11/19/14: Mediator sent email to consumer requesting contact number. 11/19/14: A woman hit my car and said it was her fault. I contacted her insurance company, ***** ***** and they told me to get an estimate. I took it to the Audi dealership, Plaza Motors and they sent the estimate to ***** **** and they were paid directly form the insurance company. When I picked it up the side mirror was missing but they found it and put it on. When I got home in my garage I noticed the car was two different colors. I talked to Plaza Motors and they said the insurance company didn't pay enough to get it painted correctly. I just want my entire car to be the same color. 11/21/14: Mediator called consumer to inquire about photos of the automobile paint. Left message on voice mail. 11/21/14: I will be sending the pictures today. 11/21/14: Received pictures of fender from consumer. 11/24/14: Mediator called consumer and left voice mail message. 11/25/14: Mediator called consumer and left voice mail message. 11/25/14: I made appointments but then things came up and I couldn't keep them. I will call ***** ******** on his cell phone XXX-XXX-XXXX to set up an appointment to view my car and resolve the paint issue. Business Response /* (1000, 21, 2014/11/19) */ 11/21/14: Mediator called business and left voice mail message for ******** ********* 11/24/14: **** ********* We want to have the opportunity to look at the paint and work with him, but he is a no show for the appointments we set up. Referred to ***** ********* 11/24/14: Mediator left voice mail message for ***** ********* 11/24/14: ****** ********* We are willing to work with him but he needs to bring the car in so we can look at it. He has had appointments in the past he did not show up for. He can contact me on my cell to set up an appointment XXX-XXX-XXXX. 11/25/14: Mediator called ***** ******** with an update on the consumer and to expect his call for an appointment and resolution to the complaint.

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

Additional Notes

Complaint: I was told by a Plaza Motor service advisor and their mechanic that I needed to replace the coolant pump on my 2008 Lexus ES350. I had it replaced and shortly afterward noticed that the coolant reservoir was empty. I called Plaza Motors service advisor and was told to bring the car in and they would check it out. Plaza performed a pressure test and also bled out the cooling system. Shortly after I washed the car and noticed 1. the engine covers had a heavy brown dust on them, 2. Two of the engine cover fasteners were missing, 3. the driver's side headlight cover/lens had lot of moisture on the inside. NONE OF THESE PROBLEMS EXISTED BEFORE PLAZA CHECKED THE COOLING SYSTEM. I called the Service Advisor who said I needed to talk to the Service Manager (**** ******* to whom she transferred me. He was not available so I left a message, my name, phone#, ect. The service advisor called me back and said she was going to also talk to the Service Mngr. The Manager has not called me back. I have been waiting two days. This may not seem like a major problem to you but I keep my cars extremely clean and in perfect mechanical condition. Product_Or_Service: car repair

Desired Settlement: I think that Plaza Motor Co. should clean the engine covers, even though I have done some cleaning-- I wanted there to be some dirt to show them if they had ever called me, replace the missing engine cover fasteners, and replace or reseal (after drying out) the headlight cover/lens. I wish the service manager had called me to discuss these issues so I would not have had to instigate this complaint.

Business Response: Initial Business Response /* (1000, 5, 2014/10/27) */ Mr. *********** left voice mail on **** ********** Service Manager, line at 3:12 on Tuesday October 21 2014. Mr. ****** was out of town that week. We apologize for the inconvenience. We will be happy to resolve all of his concerns: Clean engine covers Replace engine cover clips Inspect drivers side headlight for needed service / repair. Please have him contact the Service Department to arrange a mutable time for the repairs.

10/30/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: At purchase of a new vehicle the business manager offered as one of options an extended warranty. According to his description the warranty was a no risk, no fee "piece of mind", which could be cancelled at any time without any penalty within 4 years time of manufacturer's warranty in force. He stated that several times answering to my specific questions during the sale process. Within next month I decided to cancel the warranty and I called him about my decision. He asked me to come to the dealership with the car. At that time I was out of town, in Michigan where I work, but he said that it can wait until the time when I am back in St Louis and that I have plenty of time to do this. When I finally came to St Louis, we terminated the warranty and I was issued the refund from the insurance company. The amount of refunded premium was $180 dollars smaller that the initial charge. I was explained by the insurance company's rep that according to the policy I am loosing $50 of processing fee because the cancellation was done more than 30 days after origination, and additional $130 of pro-rata charges for used insurance coverage. Once again according to the sales manager at Infiniti Plaza no such costs were supposed to be applied, and the policy was not supposed to take effect for the first 4 years of vehicle use. The entire information about the policy was misrepresented and untruthful in order to reassure me in my decision and to push the sell. In addition when I was trying to terminate the policy I was misled and lied to again about a lack of any financial consequences by doing it in later time. The sales manger is "no longer with the company" of course, so I can't even speak to him personally. When I tried to get some help and explanations from the General Manager *** ********* I have been ignored in a very arrogant and disrespectful way. Since he did not even bother to answer my repeated calls and messages I consider the matter not resolved to my satisfaction. I feel that the dealer owes me $180.

Desired Settlement: The dealer owes me $180 of unexpected and completely unsuspected charges, because it is his responsibility to properly instruct and train his employees (such as sales reps) of how they should disclose and not misrepresent the pertinet information about the products they sell to the public. According to the manager's information none of the charges should be applied to my policy before it's due date 4 years from the purchase of the vehicle.

Business Response: Initial Business Response /* (1000, 12, 2014/09/26) */ Plaza Motors will refund Mr. ************* the $180.00. A cehck will be mailed within 7-10 business days. Initial Consumer Rebuttal /* (3000, 19, 2014/10/14) */ Unfortunately I do not consider the matter resolved to my satisfaction, because the promised check for $180 dollars has never arrived. It looks like a typical practice by that dealership, to say something and then not to fulfill it. And they get away with it. Very consumer arrogant business. I still hope that thanks to your action they will fulfill their promise. Sincerely, ****** *************, MD. Final Consumer Response /* (3000, 24, 2014/10/29) */ 10/29/2014: They did send the check for $180 as promised and the case is resolved.

10/27/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I purchased a vehicle in early part 2014. I have experienced a significant number of concerns. It was expressed by a service representing of BMW a that based on BMW a standards that this car should not have been approved for resell. In May it was identified that we were missing the seatbelts in the rear of the car and the interior door seal were broken and the car leaks continuously. They immediately corrected the issues with the seatbelt however were not willing to correct the seal issues because they felt they were upside down on the cost of repairs. Most recently the car was hesitating significantly and the the red service due light came on. I scheduled service. I was informed that the there is a hole in the oil gasket and the tires are severely worn. When I purchased the vehicle I was informed by the sales representative that the tires were in excellent condition. That is contradictory and false information is the tore have not experience a winter season since purchase. Product_Or_Service: 1/14/2014

Desired Settlement: Due to the concerns for safety, performance and condition of this vehicle I am requesting a replacement at Plaza BMW's cost. BMW by standard is not your average vehicle but a luxury vehicle and stands strong on their quality, performance and customer satisfaction.

Business Response: Initial Business Response /* (1000, 5, 2014/10/21) */ The vehicle has been driven 15,152 miles since its purchase. This is the reason that the tires have worn. Our sales manager and general manager are currently working with the customer to find the customer a different vehicle.

10/17/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I bought 1 owner Certified pre-owned Mercedes at well known dealership.The car was previously leased and then sold to me from same dealership.I bought this certified car from this dealership and paid top dollar primarily because car appeared in good condition and sales rep showed me clean CarFax report with no accident/damages.I definitely believed buying from reputed Mercedes dealership would give me peace of mind and assure more reliability/trust for my buy even though I found similar cars for much cheaper elsewhere.I bought the car on December 31, 2013 but after few months I had to move to TX for job relocation.On June 17, I took the vehicle to local Mercedes dealership for check engine light problem.Per them outside temp sensor was improperly installed, backwards/downwards towards no air flow.They also found vehicle had body work done and outside temp sensor had malfunction.They re-secured temp sensor and fixed check engine problem and asked me to contact dealership from where I bought car to get expenses reimbursed since problem occurred when body work was done before I bought this car.I called St. Louis dealership but they refused to pay for repair costs and didnt even agree for any known body work or accidents on this car.Later on when I tried to change my insurance to the new state I came to know about a major accident where payment was made in excess of $11K on 10/27/2012.I called dealership again and then they agreed about the accident but still gave no details about what had happened but tried to close this out by agreeing to pay me for repair work for temp sensor problem.When I reported the problem to Mercedes USA the dealership then agreed to pay little more so I could close this issue completely.I asked again about accident details and the right cost if this accident was reported to CarFax and appeared in car history at time of sale but no answers yet from the dealership.I really feel cheated.I would have never purchased this car had I known about any accident/damages. Product_Or_Service: 2011 Mercedes Benz

Desired Settlement: I am not sure about policies/guidelines to certify pre-owned car but if they didnt declare this accident and all prior damages at time of sale then they definitely didnt price this car correctly and cheated the customer by confirming it was clean car with no prior accidents/damages.Dealer knew about the accident since car was originally leased, repaired and then sold to me from same dealership.I want full replacement or price diff paid for previously damaged car plus repair expenses I paid.

Business Response: Initial Business Response /* (1000, 8, 2014/10/08) */ To Whom It May Concern: Mr. ***** purchased this vehicle from Plaza Mercedes as a Certified Pre owned unit. The warranty that he had should have been repaired at a local Mercedes Benz dealer at no charge. Therefore, we ask that Mr. ***** send us the receipt and we will reimburse him. We are not willing to offer any additional money toward his vehicle. As of October 4th, the car is still reporting a clean car fax (attached). Sincerely, ******** ********* Initial Consumer Rebuttal /* (3000, 15, 2014/10/17) */ As far as the reimbursement for the repair work is concerned I can surely mail the receipts to Plaza Motors. But they even refused to reimburse that amount when I reported to them about this repair work for the outside temperature sensor problem. I even had the Service Manger from Mercedes-Benz of Plano where I got the repair work done call them up but they still didn't agree to reimburse for the repair work nor did they agree for any known body work or accidents on this car at that time. I agree the car is still reporting clean car fax but that's what even my question is to them. The car is sold to me from the same dealership from where the car was originally leased from. Even the accident repair work was done at the same dealership. All other maintenance work including tire works were reported but not about this major accident for which a payment was made in excess of $11K on 10/27/2012. When I reported this to Plaza Motors they agreed about the accident but without giving any details about the accident and what body work was done they tried to close this out by now agreeing to reimburse me for the repair work for the temperature sensor problem which I got fixed in Plano, TX. Only they can confirm why this accident and body work was not reported to car fax when the repair work was all done at their dealership and then sold to me from same dealership. I really feel cheated. I had all the right to know about all prior accidents and body work done on this car before buying it from them. I would have never purchased this vehicle had I known about any accident or damages. Why would anyone buy a certified car from a reputed dealership and pay top dollar if we can't get the peace of mind about buying a clean and well maintained car with no prior damages or accidents. I would have never known about it if I didn't have the temp sensor issue and had not called the insurance company in the new state. They must declare all prior accidents and body work done on the car at the time of sale and if they are not doing so then they are definitely trying to price it higher than what the price should be if accidents and body works are reported. They surely cheated the customer by confirming it was a clean car with no prior accidents or damages to it so it gets sold quickly and they get top price for it. Please let me know if you still have any questions. Sincerely, ****** *****

10/7/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I paid cash for a 2008 bmw335xi on October of 2013 from Plaza Motors, and purchased an extended warranty in case of major repairs. This warranty was purchased and paid for by cash.The car was sold on 05/23/2014 to ** ******* ****** due to so many costly repairs. I contacted Plaza Motors and spoke to the finance manager on 05/23/2014, and scheduled an appointment to meet with him on 05/24/2014. When i met with him i filled out all of the warranty refund paperwork at his office, and he advised that it would take 30 days to receive the refund checks. This is now July and i have not received a check. What prompted this complaint is, I called him and left a detailed vm on 07/07/2014, and still no return call. I have had these issues with Plaza Motors in the past not returning phone calls. You have to call and ask for the Branch Manager in order to get a call back which i feel is not right. I now live out of state, and can't afford to drive to their office to address this issue. I would like BBB support in getting this process pushed along since the car is no longer in my possession. Product_Or_Service: 2008 BMW 335xi

Desired Settlement: My desired settlement is the refund promised for the warranty purchased totaling around $3800.00 thank you

Business Response: Initial Business Response /* (1000, 14, 2014/10/02) */ *** ******* talked to Mr.******* over the phone in July and advised that two separate refund checks for two policies were mailed to his address that he provided on cancelation forms. *** ******* confirmed with the Plaza office that***** service contract refund for amount $2600.20 was mailed on July 14 and BMW Tire and Wheel policy for amount of $1263.42 was mailed on July 11. Totaling $3863.62. *** ******* has not spoken or heard anything from Mr. ******* after our last conversation. Initial Consumer Rebuttal /* (3000, 16, 2014/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never spoke to anyone over the phone at all , my phone numbers have changed due to relocating to Texas 6/15/14 However I did receive the two checks after I filed the BBB complaint. Furthermore, I was the one who never received a call back when I started calling Plaza Motors from Texas. The last time I spoke to the Financial Manager was May 24, 2014 when my wife and I went to Plaza Motors requesting the refund. We were told their process for refund can take about 30 days and I started calling them and leaving detailed messages after the 1st of August and due to no return calls or follow up my wife and I decided to file this BIBB complaint as we were already not satisfied with the product which is a whole different issue. Again I got the checks after filing this I don't know who dropped the ball but one thing I know , as myfamily and I had a major relocation, I am not going to drag my feet on someone owing me almost $ 4000.00 that I need.

10/2/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I completed the request for cancellation and refund of BMW CPO Wrap Warranty May 15, 2014 about 24 days after the April 22,2014 purchase.The contract amount was $2,215 and the agreements states full refund if requested within 60 days.As of August 6, 2014, after several (8+)calls and emails, the refund has not been completed. Additionally,the check amount of the refund they said they sent last week July 29th was $2,015 not the full amount per the agreement terms.The refund process was suppose to require 3 weeks and now we are approaching 3 months and a attempted shortage of $200. Product_Or_Service: BMW CPO Wrap Warranty Account_Number: XXXXXXXX

Desired Settlement: 100% refund ($2,215) plus the $200 they attempted to rip me off.

Business Response: Initial Business Response /* (1000, 12, 2014/09/26) */ *******, Plaza BMW Finance, talked to Mr.******* over the phone in July and advised that two separate refund checks for two policies were mailed to his address that he provided on cancelation forms. ******* confirmed with our office that **** service contract refund for amount $2600.20 was mailed on July 14 and BMW Tire and Wheel policy for amount of $1263.42 was mailed on July 11. Totaling $3863.62. Plaza has never spoke or heard anything from Mr. ******* after our last conversation.

10/1/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: June 2013, not sure of date. It was two or three weeks after I purchased the car the service engine light came on. Feb.8, 2014 battery failure. April. 2,2014 PSI Sensor, Failed DMTL pump failed. Oil filter Housing Gasket Replaced, along w/housing Seals, Thermostat Failed. April 9, 2014 oil Leak Replaced Thrust *** *******claim.May.21,2014 malfunction of DME, AWD DSC Malfunction. May. 31, 2014 check Engine light on car towed to Plaza. Permanent Malfunction of Bank 1 turbocharger Waste Gaste. Replaced Profile Gasket, Walnutshells. Faulty Ignition Coil, Spark plug Hight Power. I had to take the car back for a second turbocharger in June not sure of date because the work order is in my car. I had to take the car back for service July 14, I have not been contacted as to what the problem is at this time. Sent from my iPhone ** ************.

Desired Settlement: I would like them to pay off my car and get me in another car. This car has been breaking down all the time since I purchased it.

Business Response: Initial Business Response /* (1000, 13, 2014/09/24) */ Mr. ************ purchased the car in 2013 as a preowned unit. He since has had several different issues with the car. Every time the car has come in Plaza service has repaired it. This has not been a situation where Plaza misdiagnosed the car; it's just had a lot of different issues. Most of the repairs were either covered by warranty or Plaza internally covered them (over $1600). Plaza has paid the deductible when his extended warranty covered the repair. Plaza has also attempted to trade him out of this car. Mr. ************ is requesting another vehicle and we have attempted to trade him out of his vehicle, yet it is not financially feasible. If Mr. ************ would like to discuss other options, please contact *** ********* (GM) at XXX-XXX-XXXX.

9/24/2014 Guarantee/Warranty Issues | Read Complaint Details

Additional Notes

Complaint: Purchased a Porsche Cayenne it has serious Engine problems. They do not stand behind products. Plaza is not willing to do anything to help me! 15 months ago I purchased a 2013 new Porsche Cayenne GTS for $108000 since then the vehicle has accelerated/lunged forward when at a complete stop. ex. at stop signs, yield signs, stop lights, when pulling in garage or moving up in a parking space. It have happened over 100 times. Only happens at complete stop when taking foot off brake. It happens so quickly you don't even have time to press the gas. It has happened to me and my husband. once you press the brake it stops. I have to consciously give myself 3 car lengths everywhere I go to avoid an accident. In addition, it is using excessive oil 16 quarts in 18000 miles. They say this is normal. I have black puffs of smoke that often come out the tailpipe. The oil is not leaking but seems to be burning out the tail pipe. The engine knocks when idle. Also, it has been towed multiple times. The PSM function failed and they had to switch out cylynders 2 and 4 and the crank shaft scensor. Just a month later, It is again in the shop and had to be towed and said reduced engine function and I have the red check engine light on and the tow truck driver experience the acceleration/lunging forward. It will sometimes rev and RPMs increase with the foot on the brake. (I have this on video) while in a drive thru. I am terrified to drive the car and even rode with a mechanic because they kept saying they could not duplicate the issue so I did for 2.5hrs and it happened and he seemed to have an idea what it was and then I guess the story changed cause Porsche called me and said we couldn't duplicate the problem. I have many witnesses to this. With constant continued problems with the engine of this car it has proven to be very dangerous. I have nearly ran over my daughter who was walking into the garage as I pulled in and just needed to pull up a few feet and ended up pinning cases of water bottle to the wall. I usually drive 25000 miles a yr but plaza has had my car now a total of 3 months and the loaners I have been given are from Enterprise and nothing comparable to an $108000 car I purchased. In the mean time I have to keep paying my payments and insurance on this lemon and they have only offered to do a trade and to give me $73000 for my car at a $35000 loss. This is an insult considering the **** I have been thru over the past 15months. I was also asked if I drive with 2 feet and told that maybe this is my first high performance vehicle as if I don't know how to drive. Just awful service!!! They are not working toward a solution for me or even concerned for my safety. I am put in a position where I am a test track dummy and my family's life is at risk as well as everyone around me. Someone is going to get hurt and I can't believe they wont help me. Porsche denied my claim to buy the vehicle back because the techs did not indicate all of the oil being added each time and only put customer request oil level to be checked and they say they couldn't duplicate the problem. since then I have had to have it towed 2 more times. I was almost killed on Hwy 30 when the engine decided to reduce power. I was almost rear-ended and had to pull on the shoulder. I am furious over the way I have been treated by both Plaza and Porsche. I did what I was told and road with the mechanic and then all the sudden he doesn't remember well maybe he should talk to the tow truck drive who his exact words were "im not sure what just happened but your car just jumped forward on it's own when I took my foot off the brake. I've never experienced anything like that before" I said can you explain that to the tech and he said "I don't know how to explain it you almost have to experience it" He told **** the tech and still even another witness and videos are not enough for anyone to help me. Despite having a warranty no one can seem to fix it. It needs to be taken off the road and sent back to Porsche so they can figure it out. They did something to try to muffle the engine knocking and it stopped for 200 miles doing agai

Desired Settlement: I have bought many cars and haven't had any problems with any except this. I have had many high performance vehicles and know how to drive a car stick and auto (this is a auto) NO CAR SHOULD HAVE EVEN HALF THESE PROBLEMS!! They have had 15months to fix this vehicle at this point I would prefer a buy back. I should not have to take the loss due to all these defects. The car is clearly a lemon. I also purchased all the maintance packages oil changes, dent protection, I have only used 1 oil change. My car is at the shop now and waiting to see if they figure out what this problem is. I am interested in a Landrover Envoque and was told once I picked out a car they would work with me but I am only being offered the auction price $73000. I should not have to take a loss of $35000+the cost of the maintance package. Can you please talk with Porsche and considering the 2 more times the car has been towed and the continued issues we need a resolution. I am working with *** ******* on a trade but if that car gets sold I should get a refund at this point. Please call me asap to resolve.

Business Response: Initial Business Response /* (1000, 11, 2014/09/24) */ We have reviewed the files on Ms. ******' vehicle and are unable to duplicate the issues she is having with her vehicle. ***** ********** MMD, spoke with ***** ****** (Consumer Advocate, AG of Missouri) to review the complaint. Mr. ********* contacted Porsche North America about Ms. ******' issue; included is their response concerning this issue. Porsche North America advised us that Ms. ****** has an attorney that they are working with to resolve the issue. Therefore, Plaza Motors is backing away from this issue, as her attorney is involved with Porsche North America. Porsche response: "Your request is...she has hired an attorney and we are working exclusively with him towards resolution of her complaint. We feel it to be inappropriate to discuss the case with a 3rd party."

7/22/2014 Guarantee/Warranty Issues
7/8/2014 Billing/Collection Issues
5/23/2014 Problems with Product/Service
5/22/2014 Delivery Issues
5/12/2014 Problems with Product/Service
4/29/2014 Billing/Collection Issues
3/19/2014 Problems with Product/Service
2/19/2014 Delivery Issues
2/12/2014 Delivery Issues
2/6/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Prior to my purchase, ****** infomed me that he had not had the opportunity to read the specs (vehicle information) prior to to my test drive,We read the label on the car window together and after test drive I decided we could go inside and discuss me purchasing the vehicle. I informed ****** that I did not need financing and after price negotiations I purchased. However,I did not leave with vehicle because it was saturday and paperwork needed to be prepared as well as me providing check for payment.I returned to pay and pickup vehicle. After purchase, I entered car and it smelled of cigarette smoke, and it didn't previously. ****** recommended I leave the car, he will have it detailed inside and out and I could return to pickup. He provided a loaner car to accommodate. I returned later and picked up vehicle, prior to driving away I noticed the hole where the cigarette lighters normally go were missing. ****** informed me to take the vehicle and take my time to look over and provide him a list of things, issues, concerns and he would ensure it was taken care of. Eventually, i received the lighter covers, then I notice there was no navigation as listed on the car sticker. ****** said no problem he had a new one and installed it. ****** said he would ensure car was equipped as stated. I thought since ******'s business card stated he was the sales manager, I would be okay.At this point ****** returned and again stated go home and if there were any issues give him a call. Well there were issues, the naviagtion would not retreive addresses because dvd was a 2004 version and I purchased a 2011. The six disc cd player was actually a single disc player and there were no back seat headrest. I made several attempt to speak with ******,only to find out months later, he no longer works at plaza. I was told to speak to *** ******* for used cars, after which he said he need to speak with his General Manager.I have not heard anything since and continue to get voice mails and no return call. Product_Or_Service: **** **** ***** Order_Number: XXXXXXXXXXXXXXXXXXXX Account_Number: STK NO. XXXXXXXX

Desired Settlement: I would like Plaza to provide the service as stated on their webpage, "At Plaza Land Rover, we take pride in our superior customer service and nothing is more important to us than providing our customers with the best service in Creve Coeur and St. Louis". Take the time to provide me with all items advertised and ensure the car is detailed properly and not airfresher wipes stuck under the passenger seat.I would like the headrest, at least a **** ********** DVD, and a the 6-Disc CD/MP3 Player.

Business Response: Initial Business Response /* (1000, 5, 2013/10/21) */ *** ********* PO Manager, contacted Ms. at 2pm on October 18th to review the complaint. He explained that the window sticker on the vehicle is from an outside source and that Plaza has no ties with the information. He told Ms. that he would give her a 2011 DVD and asked her to bring her car in on Wednesday, October 23rd to check out the backseat headrest. Initial Consumer Rebuttal /* (3000, 14, 2013/10/29) */ after reviewing previously submitted response, noticed a typo. I'm confirming that bob stated he could NOT do anything about the 6disc/mp3 player and that's why i'm requesting the case be escalated to the general manager. i'm also requesting a response to confirm the other items, dvd/2011 and backseat head rest will be installed. as of 10/28/13, i'm not sure when i will have the items, i left plaza with no confirmation. Final Consumer Response /* (3000, 22, 2014/02/06) */ 2/03/14: Plaza Motor Company resolved all my complaints. Even though it took longer that I wanted, I am happy with the outcome.

1/10/2014 Guarantee/Warranty Issues
1/2/2014 Billing/Collection Issues

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