Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Traded in **** ******* ******* **** for a **** ******** *** with the extended warranty thru ******** *** **** on October 1st, 2024 and within a week, started having overheating problems. Called salesman with no help. Called service and was told earliest appt would be in February/March so I fixed the problem. Then 2 days later, transmission started slipping so I called again but still told February would be earliest. So March I called and got an appointment and took it in with a promise of a rental car which never happened still, 3 weeks later. Not returning calls, leaving voicemails for service manager and sales manager with no return calls. I've missed almost 3 weeks of work and they're telling me I have to pay $4k out of pocket with the warranty. The subframe is rusted almost all the way off and they said if they take it off, it won't go back on and that the car wasn't road worthy with the subframe rusted out like that and it's not covered on the warranty so I have to pay for that also. I just need a dependable car to make it to work and home and they're not trying to help.

  Business Response

  Date: 04/10/2025

  There is coverage for transmission. We are contacting the customer to discuss subframe. Sold with 165000 miles. It was sold strictly as is. Obviously the warranty only covers certain components and does not cover preexisting conditions like the rusted subframe. 

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased a 2018 Jeep Wrangler from this business in March 2024. I found out after purchasing the Jeep was covered in corrosion. They would do nothing about this issue. I asked if I could bring the vehicle back and trade it in. I was lead to believe they were apologetic about the situation and that they would help me. I didn’t put the title to the Jeep in my name, and returned the check to the dealership. My trade was a joke, the 2023 Charger I purchased was 25-26k brand new. I ended up borrowing over 37k because they did not “help” my situation. It was either this or keep the Jeep with rust completely eating out the paint on all hinges and the hood - honestly WHO would think about a vehicle having corrosion issues these days, the thought didn’t enter my mind. I wanted something to last me, and NOT have damage. They didn’t give me a deal like I was lead to believe, they just stacked on more debt and basically gave me nothing for the Jeep on trade in. To top it off - I traded the Jeep for the Charger in April. They still have not given me money to title my vehicle. I’ve had to renew my temp tags 3 times now. I saw the Jeep again in August and it appears they repaired the issue and resold it. Why couldn’t they have done that for me? It’s all about money, no one cares about you. They will lie and cheat you. Still waiting on a temp tag today 9/6 because mine expires 9/9 and I’m leaving for the beach on 9/9. The stress and anxiety this dealership has given me is beyond words. I would NEVER do business with them again, and I warn anyone who is considering buying from them.

  Business Response

  Date: 09/10/2024

  Thank you for contacting us regarding the complaint filed by Ms. *******. A manager from the title department has reached out to her to gain a better understanding of her concern. We are awaiting a return call. That manager is B**** H****** and can be reached at ************. In looking at our records, we show the 2018 Jeep as having been titled with the state of Kentucky. We further show that paperwork and check for titling of the Dodge has been sent to the customer as well, for her to then proceed with getting her tag and title. We need to speak with her for a better understanding.

  As for the matter of trading the Jeep in, this was her decision. Certainly, we are sorry to hear of her dissatisfaction with the terms of the sale but in the end, we presented the numbers to trade and she accepted.

   

• Initial Complaint

  Date:05/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a **** *** ****** from this dealership in September of 2023. **The price listed on the **** title I was given says I purchased the vehicle for $10,387.00.** The advertised sticker price on the car was $6987.00. What I actually paid for the car in total was $11,295.22 by debit card. That’s a difference of $4,308.22 between the sticker price and what I paid. Besides the expected taxes and fees they added $900 for tires that were never put on the car and $2,500 for a Kia warranty. They sent me a check in the amount of $623.22 to cover the ** registration costs. The check got lost with some other mail I had and by the time I found the check it had expired. I wouldn’t have been able to use the check anyway because I had already paid the taxes and the check was written out to the county clerk so either way I was going to need a new check. I have called the dealership numerous times to request a new check and they will not return my calls. I’ve emailed them, they will not return my emails. I’ve done everything I can to talk to someone except for driving there because it’s an almost 4 hour round trip from where I live in **. Unfortunately this isn’t my only problem with the dealership. Shortly after purchasing the vehicle it started having issues with shifting and losing power so I called Lou at the dealership who sold me the warranty to ask him how the warranty worked. He told me that it was a Kia warranty so I had to take the car to a Kia service center and that’s what I did. I’m not upset that the vehicle had problems suddenly because you never know when things like that will come up. What I AM upset about is the fact that the vehicle had NO WARRANTY so I had to pay for the repairs myself which was a little over $800. I have tried now for months to get these issues resolved to no avail. I still love the car, all I want is the money back for the tires that I paid for and never got, the nonexistent warranty I paid for, and the registration costs.

  Business Response

  Date: 05/31/2024

  Thank you for contacting us regarding ***** ******. The price of the vehicle as indicated on the Buyers Order she provided is clearly stated ay $6987.00 as advertised. The additional charges that were itemized on her Buyers order are the AUL Vehicle Service contract as well as the *** ***** Tire and Wheel Service Contract......please see attached for the signed contracts that *** ****** signed at the time of sale. As she stated, she paid in full, cash, for the vehicle which in total amounted to $11,295.22....this number is listed on the signed Buyers Order as "Total (Cash Delivery Price)". I understand her concern over the sales taxes paid and we would be happy to refund her the $623.22. If you have other questions please let us know. 

   

  Thank you

  Bobby Castrucci

  ###-###-####

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

  I appreciate if they will send me the registration check in my name to cover the first check that expired and was made out to the county clerk. Also, I apologize for not realizing the $900 wasn’t for actual new tires. Please provide me with the details on who this warranty is through. Thank you for clearing that up. 
  However, there is still the issue of the $2,500 Kia warranty because there is no warranty that can be found on the vehicle per ******* Kia Service Center. So I would like and appreciate to either have the details on this warranty or to be refunded the $2,500. I’d prefer having the $2,500 returned as I have already paid out of pocket for major repairs on the vehicle. 

  Sincerely,

  ***** ******
  
  

  Business Response

  Date: 06/04/2024

  We will send you the check for the money that you paid directly to the County Clerk.....this check will go out Wednesday 6/5.

   

  As for the extended service contract that was sold to you that cost $2500.00, the coverage to the vehicle is not provided by KIA but by the company ***......please see attached.

  Also, the tire and wheel coverage is provided by *** *****.....again, please see attached.

  Both contracts are attached.....and the phone numbers for coverages and in the event you need service are listed on those contract.

  With the mileage that is on this vehicle, I strongly recommend you keep the coverages, otherwise the vehicle has no warranty of any kind.

  Thank you

  Customer Answer

  Date: 06/07/2024

  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. 
  

  Thank you to the **** BBB and to Bobby Castrucci for helping me resolve these issues. Everything has been resolved to my satisfaction. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few months ago, I was having problems with my brakes. I took my **** in for a brake inspection. I was told I needed brake pads and rotors. Totaling about $1300. Fast forward, I’m still having problems with my brakes. I took it back to the same dealership, only to be told my calipers are bad and need replaced and I should not drive my ****. In addition to being asked to pay for the parts and labor that I previously paid for because they are now ruined due to the bad calipers. I was charged an additional $147 for inspecting my brakes again. I feel like their neglect to inform me of needing calipers during the first inspection has put me and my family’s safety in danger because now the braking system is locked up and everything needs to be replaced. I should be charged for the replacement of the calipers, however, I don’t feel I should have been charged for the brake inspection again nor should I have to pay for the parts and labor of the previous repairs again. This seems like a scam to me.

  Business Response

  Date: 04/30/2024

  Thank you for contacting us. Our manager, Aaron G****** is reaching out in an effort to gain a better understanding and come up with an agreeable solution. 

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have not been contacted by the business to resolve this matter.
  
  Regards,
  
  ***** *******
  

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:

  
  
  My complaint  against Mike Castrucci has been resolved. Aaron G****** contacted me and had my car picked up and repaired. and find that this resolution is satisfactory to me. 

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

• Initial Complaint

  Date:01/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pre-owned vehicle in May 2023. within 6 months the vehicle began to require major (and expensive) vehicle repairs. examples, replaced the clutch, flywheel, oxygen sensors and now my engine is experiencing an engine misfire which could lead to major engine issues, my exhaust needs replaced and there is a rather serious oil leak. i haven't even put three thousand miles on the vehicle and had over three thousand dollars in repairs in it and it needs many more. i reached out to the dealership and asked told them they should be responsible for the repairs. i contacted the sales manager ****** who never returned my calls and the service manager **** whose response was "stuff happens". I can appreciate that maintenance will be required with older model vehicles, but I spent 13 thousand dollars on a broken vehicle that didn't last more than six months or three thousand miles. i feel the dealership should be required to fix the remainder of the vehicle's maintenance needs free of charge.

  Business Response

  Date: 01/20/2024

  We are sorry to hear about the problems Mr. ******** is experiencing but it is a 15 YEAR OLD vehicle that has over 100,000 miles. The vehicle was sold Strictly As Is. He was welcome to have an independent inspection by a mechanic of his choice prior to the sale. The vehicle was traded in to us. It should always be expected that a vehicle of this age could end up with problems that need to be addressed. We never represent the fitness of a vehicle given that it is so old. We are happy to work on it at a reduced rate but we will not fix it for free. 

  Customer Answer

  Date: 01/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  this is not about an old vehicle needing some repairs.  this is about a vehicle that should have never been on the sales lot in the first place without major repairs.  when I drove off of the lot my check engine light came on.  i immediately brought it back and was given some dissertation about the sensor needing to go through a certain amount of cycles over time which was false information... the engine light has never gone off and now I'm having major engine issues before reaching 3000 miles.  a few days after that, I brought the Jeep in because i was having serious issues with putting the soft top back up... again, i was given a dissertation from the sales representative that it was "stiff" from sitting on the lot and it would loosen up.  Wrong again, there is serious structural damage to the top and it is completely bent and nearly impossible to put back up.  when buying an older vehicle i know and appreciate that there are going to be repairs that need done, change some bulbs, replace gaskets, replace the battery, etc  but this the clutch went out, the oxygen sensors needed replace, the top is structurally damaged, the muffler has gasoline pouring out of it and the ENGINE is damaged and has been since the moment I purchased the vehicle. All within six months and under 3 thousand miles.  This was not a thousand-dollar purchase on Facebook Marketplace where you take your chances, this was a 13-thousand-dollar purchase from what I thought was a reputable dealer ship. As for my option to take it to a mechanic for inspection before purchase, that's your job.  it should not be on the sales lot without being inspected and with the major issues addressed.  Also, the treatment I have received has been completely unacceptable.  I realize that i am not one of their VIP's but I am one of their customers and a customer that spent over ten thousand dollars at there establishment seven months ago and they don't have the courtesy or professionalism to return my calls or texts. So no, discussing a possible price reduction is not satisfactory because I do not trust them enough to treat me fairly or with an ounce of understanding or compassion.  I feel the engine should be diagnosed to determine what is causing the engine misfire and it should be fixed free of charge and the exhaust system should be replaced free of charge and the soft should be fixed or replaced free of charge. 
  Regards,
  
  **** ********
  

  Business Response

  Date: 01/23/2024

  It was sold as-is no warranty. Why is that ok until there is a problem? We’ve answered the complaint. We stand by our offer to repair at a discount rate. 

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All of this began August 4, 2023. I took my car to Mike Castrucci for an A/C TS Bulletin on a Wednesday. They ordered the wrong part, then supposedly found other issues with the compressor and blend door actuator on the other side. They did the left side which was supposedly be what the TSB was for, and charged me $1300. I finally got my truck back Friday evening. I went out Saturday afternoon and the ground was wet from something leaking. I assumed it was a spill from the A/C work. I checked under the hood, and found a puddle across the bottom. Monday, I took it back, the service rep looks at it, turns A/C all the way up and my truck is making a horrible sound. Then, I see smoke coming from my truck. Now my truck all of a sudden needs an oil cooler. Never had a problem until now, never. Another $1500 job. Kevin said he would call me Tuesday and let me know about the parts. No call.I called at 5:30. No parts Called at 1:30 Thursday, parts came in and someone was working on it. Picked my truck up Friday, and as I pulled off at a light, the truck jerked, as though it was trying to get into gear. Since the service department was closed by the time I left and found this out, I called and left a message for Kevin as to what was happening. never received a return call. Another call was made August 21, and Kevin said bring it in so they can see what the problem is. August 22. Kevin took my key and immediately started asking for the phone number for the warranty. I took my keys back because I didn’t feel he wanted my business any longer. This was all in hus communicatikn. He wouldn’t even make eye contact with me.. I am now working with another dealership to fix the problem I was and still am having. My truck should be ready tomorrow. I have to pay out of pocket. But at least the job is being completed to resolve my original issue.

• Initial Complaint

  Date:01/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new **** **** ******** on 08/29/22 from Mike Castrucci Jeep on Red Bank Rd, Cincinnati. There were what seemed to be transmission issues that I noticed almost immediately. I contacted the dealer on 08/31 with the concerns and requested that the title transfers on trade in and new car be delayed due to the concern. On 09/02, I spoke with the sales manager Omar H***** and requested the deal to be reversed due to the issues with the vehicle. He advised titles had already been processed and a check had been cut to me for monies due back from trade in. After 3 visits to service and additional problems, I again spoke to Omar on 09/15 due to additional issues arising. He advised it would be better to not bring it back to the dealership sales team, but to file a claim with Jeep corporate and they would buy back from me – better for them and for me. Clearly no benefit to me and gave me the assumption that they were aware that the vehicle had issues. DMV transferred titles on 09/07 (new vehicle) and 09/15 (trade-in). Statement of titles already transferred was untrue. I asked the status of the check 4 different occasions from Omar each time saying it had been sent. After 4 requests, 6 weeks, and no check, I filed a complaint on 10/18/22. A check was delivered on 10/24 after the dealership received the complaint. Looking through cases on Clerk of Courts site, i found other cases of this dealership brand having similar claims of not releasing funds due back to customers – maybe a common occurance of theirs. Now 4.5 months into ownership and no help from the Mike Castrucci dealership sales, I am still dealing with the issues. The vehicle has now been in service for a culmination of 41 days out of the roughly 130 days of ownership, on 6 occasions, and due to go back in on 01/18 to again try to diagnose. The company has no intent on customer satisfaction/service and has proven to be very deceitful when it comes to any dealings after the sale.

  Business Response

  Date: 01/16/2023

  We are sorry to hear about ** ******** dissatisfaction with his new Jeep. The Service Manager Bill L***** has reached out to him to discuss the upcoming appointment on January 18th that is referenced in the complaint. We have followed every direction from ********** in an effort to accurately diagnose and fix his concern. We looked at the vehicle on 9/1, 10/18 and 12/21. It is true that we have attempted to resolve the concern by replacing a valve body, shifter assembly as well as providing computer updates. This is the course of action we have followed per ********** service engineers request. We appreciate his patience and we will endeavor to fix it on 1/18 if provided the opportunity.

  He may look into the relief from Lemon Law if it is accurate that the vehicle has truly been in a servicing dealers possession for 41 days. The BBB can provide the avenue to explore this possibility.

  Thank you

  Mike Castrucci

  Customer Answer

  Date: 01/27/2023

  Hi *****,

  
  

  I will call the BBB Auto Line Team tomorrow.  I was able to take it in for the appointment on 01/18 and I picked up on 01/24, so another 6 days in the shop.  The issue has occurred twice since picking up, so it is not fixed again (I once again made sure to take video evidence of the issue).  I would like to add this information to the complaint.

  
  

  Thanks again for your help,

  *** ******