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:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Owner sold me a car , I called them the very next day after buying it and was told that they would replace the transmission and to give them a few days before I should bring the car in ! Every day or so Id call and they gave me the runaround for 15 days and then they told me on the 16th day my 15 day repair guarantee was up ! I only drove the car home the day I purchased it and 16 days later Im now forced to have the car towed into a local repair shop to get stuck with a new transmission bill ! This place is obviously a horrible place why they are still in business I will never know ..

  

  Business Response

  Date: 07/23/2025

  At Frankfort Car Outlet, we value every customer and take all complaints seriously. However, we must clarify several inaccuracies in this claim.
  
  The customer did not contact us the day after the purchase we were first contacted on or around the 15th day after the sale. At that point, the issue mentioned was not the transmission, as stated in the complaint. The actual concern reported was a camshaft position sensor, a relatively minor and routine repair.
  
  Despite the vehicle being sold as-is (with all legal disclosures signed and acknowledged at the time of purchase), we made a good-faith effort to assist. We immediately ordered the necessary sensor, had it delivered to our trusted repair facility, and repeatedly asked the customer to bring the car in for repair at no cost to them. The customer never brought the vehicle in, and we were never given the opportunity to make the repair.
  
  Its also worth noting that we were informed the customers *********** son drove the vehicle to ********. Given the nature of the vehicle (a high-performance Infiniti Q60), it is possible the car may have been subjected to excessive or reckless driving, which could lead to mechanical wear unrelated to any defect at the time of sale.
  
  Additionally, it was extremely difficult to communicate professionally with the customer. On several occasions, our staff was met with yelling, profanity, and repeated threats, making it nearly impossible to have a productive conversation or resolve the issue calmly and respectfully.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought a car for my daughter and after a week or 2 of having the vehicle the horn stop working alone with the dashboard. I expressed to ***** who sold us the car that was a safety concern and he said he would take care of it. After not hearing from him I called & texted him trying to follow up he then sent my daughter to two auto shop. where one looked at the car and the other didn't because they said they had to speak to *****. after weeks of trying to get this fixed with no resolution Im hoping someone else can help me.

  

  Business Response

  Date: 01/15/2025

  can we get a little more information ? we do not have an ****** ********* in our customer database , 

• Initial Complaint

  Date:07/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a vehicle in May from dealer He was supposed to register the auto in ******* and also pay for my license plates He registered the car but never paid for the plates I bought the vehicle quite a while ago as you can see in May and I'm still driving around with no plates I've called them several times and they promised to get back to me which they never have and now every time I call there they say well we'll have to have him call you back which I know is a line cuz they've told me that many many times and I have never got a call back

  

  Business Response

  Date: 07/22/2024

  proof of regitration and title was emailed to the customers email address , the lien holder on this vehicle had already recived the title in the customers name , we reached out to the customer to several times for him to pick up his license plates its all done and completed from the second week , and this was explained to the customer not sure why he is wasting your time and ours with this claim , attached is proof or registration and title work that is also sent to him and he had confirmed that he recived it , thank you 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22019144
  
  I am rejecting this response becauseYes they did title work but have never told me to pick up plates ,*******:does not give out plates They would mail them to me ONLY not the dealer I was at the *** last time I called business and *** told me they only payed for title and not the plates there giving you the run a round just like they do me.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/22/2024

  WE HAVE ATTACHED THE ***** OF REGISTRATION CUSTOMERS PLATES AND ***** WORK WAS DONE HERE IS A COPY OF THE ***** WORK AND PLATES FRON THE *** OF INDIANA 

• Initial Complaint

  Date:05/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/23 I purchased a 2013 ******* Azera for $8699 with tax and fees my total paid to this establishment was ******. The car has flood damage, the rear frame is coming apart and the water damage is visible. The business should have never let a vehicle leave its lot under this condition. I am seeking they at least buy it back or help with half the repairs at the shop of my choice.

  

  Business Response

  Date: 05/06/2024

  We recived these photos from the customer but this is rust from the undercarriage which is normal to any 13 yaers old vehicle from ******** this does not proof any water damage , and we do have our own shop to fix that one broken control arm from picture 4 customer can contact us to get that part repaired only , that is the best we can do to help in thus situation this part is not covered by the 15 days 500 miles but we will help her and fix it , thank you 

• Initial Complaint

  Date:02/22/2024

  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.

  Purchase a vehicle on January 12th 2024. Return the vehicle with major engine problem. ****** said they would refund my downpayment. And that still has not occurred over a 5 week period

  

  Business Response

  Date: 03/07/2024

  we have not refunded the down payment because the cutomer choose to dispute the transaction on the credit car instead of coming in for a refund we have the recipt for the dispute amount of the down payment customer is trying to get his down payment twice 

  Customer Answer

  Date: 03/26/2024

  Complaint: 21330823
  
  I am rejecting this response because: This guy is lying. he never said anything about getting the refund. all he did was give me excuses why it couldn't get done. I filed the dispute with my bank because I had no other choice. I just want my money back.  

  Sincerely,
  
  *********************; 

  

  Business Response

  Date: 03/26/2024

  how would you get a refund if you dispute your credit card transaction ? , prior to that you were asked to come in and swipe your card for a refund but that never happened you just disputed the charge and we didnt fight the charge we agreed for them to pull the money out of our account 

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21330823
  
  I am rejecting this response because: The Manger never asked me to come in and swipe my card At one point I asked if he needed me to cone in with the card He answered with a NO that's not necessary. And he also said that he believed that there was some kind of fraud on this transaction.  He left me no other means to get my money back.. So I had to file a claim with my bank.I Had no other option since  the  Manger could not refund my money. I ALSO don't appreciate him saying that I am trying to get my money twice.  THATS JUST NOT TRUE  IT WAS MY LAST RESTORE TO GET MY REFUND 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from Frankfort Car Outlet on *****, by **** it was dead on the side of the road. BAD ENGINE. I **mmunicated this to them, & since I was missing my warranty **ntract (they failed to give me the entire doc with my paperwork), I was given the **ntact info of the warranty **. I was told I would receive an email with my docs (still havent).??I purchased my warranty with the understanding that I would have a $100 deductible. The man who sold me the car assured me at the time of my breakdown that an engine would be **vered under warranty & to call the warranty **. I did. I was sent to a shop re**mmended by the warranty ** and waited/anticipated my repair being **vered under my 12 mo/12000 mi warranty w/ a $100 deductible. Come to find out after a month of claim processing that I was not provided with the proper explanation of my warranty purchase. The Warranty ** would only **ver 6.3k of the work since the NADA ***** of my car was 7k. I paid 9k for it, and 2k for my warranty, mind you. Leaving me to pay 3k on a car that I had for less than 2 months. With a now maxed out warranty policy.??I called Frankfort Car outlet to explain the ***************** that I was not sure how this was my responsibility financially & was told that I **uld tow it to their ******* minutes away (on my dime) for a $100 engine replacement. By now, the shop had had my car for a month, & since I was following proto**l with the warranty **mpany, it would not even be a feasible solution. Who would pay this mechanic? I told them this, and stopped receiving a reply. I was told that I should have been **mmunicating with the dealer what all was happening through the last month. I WAS in **ntact with them from the day it broke down and have phone re**rds showing so.??The car also requires a new radiator. It was leaking into the engine, causing the engine failure to begin with. This dealer is crooked, selling cars that require a claim to make money on the back end. DO NOT TRUST THIS DEALER

  

  Business Response

  Date: 02/20/2024

  thank you for the complaint , when you purchase a used vehicle in 2022 the value will definetly be higher than its value in **** if your vehicle was valued at $9000 back in 2022 and it makes alot of sense for it to be worth the $6900 in **** , with that being cleared the warranty company did pay for your engine work with you just paying the $100 deductable , but more maintance was done to the vehicle such as the radiator and more parts , you will have to pay for that out of pocket and that goes for ant one who ones a used vehicle , even if you purchase a warranty that covers your angine and transmission which in this case even you clearly stated that that paid for your engine and that was explained to you the day you purchased the vehicle and when you called the dealership last week , thank you managment  

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21316562
  
  I am rejecting this response because:

   

  i bought the vrhiclr november 22 of 2023. The vehicle broke down january 23 of 2024. I have not even had the vrhicle 2 months. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/20/2024

  this is a vehicle that was sold 2 years ago and even thought the engine went out for a poor maintance of a radiator the warranty still cover the engine after they denied the claim we worked on your behalf to get this covered at this point we have done everything we can to keep our customers good faith , thank you 

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21316562
  
  I am rejecting this response because:

  I bought this vehicle on November 22nd 2023 and it broke down Jan 13 ****. I was never responsible for the leaking radiator OR malfunctioned engine. I did NOT get an engine repaired for a $100 deductible. I have had to pay OVER THREE THOUSAND dollars and require reimbursement. I followed all correct and recommended protocol by FRANKFORT CAR OUTLET AND THE WARRANTY COMPANY.
  
  Sincerely,
  
  **************************;

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car warranty which later I canceled through Frankfort car outlet. I have contacted the warranty company and they have informed me that a check was sent to Frankfort car outlet on August 1, 2023 and was cashed August 31, ******************************************************************************************************************************************** my money back.

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2014 Cherolet Equinox LTZ early June 2023 paid in full cash and great running trade in, was told the car was in great condition. After 3 days had major engine problems. Called Frankfort Car Outlet many times only received rudeness and disrespect, also took the car to *************************** and the car has a BAD ENGINE, hazardous safety and electrical problems and had been tampered with to hide engine light and emission problems. Have already spent over $1000 on car before diagnosis Still, no resolution from Frankfort Car Outlet, total rip off with no concern for my family.

  

  Business Response

  Date: 08/31/2023

  hello , we have fully repaired this vehicle completely on our expense customer picked the vehicle back on july and signed the above receipt and was  very satisfied with the repair ,  

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  dealer lied about the car it doesnt charge to 100%, tires were unsafe, no charger in the car

  

  Business Response

  Date: 03/09/2023

  customer was told and notified that it does not come with a charger and  and he claimed that he wasnt aware of it and asked if we can help him with $500 to purchase a used one which we agreed and the $500 was sent to him as far as tires vehicle left the lot almost a year ago when it was sold with more than 50 percent life on the tires we inspect all our inventory  before posting any of our cars for sale    Tell us why here...

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  if you've heard horror stories of used car salesman this is it. They sold me a ***** once it arrived I had to immediately change the smaller battery and after a month ************* stated the main battery needs to be changed at a cost of $20,000, this dealer sold a defective car and will not do the right thing, I even offered to exchange it for another car on their lot, but the manager ******* refused to work with me in any way, It's interesting that the owner replied to this post because when I asked to speak to the owner ******* stated the "owner never speaks to customers, what business owner speaks to customers?" Furthermore I never spoke to the owner when I purchased the car only with ***** the salesman they never offered me a warranty so the owners response is a lie, furthermore they said that they know nothing about electric cars, ***** said the car is in working order and that all he knows is that "it's a very fast car and the charge is fine because they have had the car in stock for weeks and never needed to recharge it and that the dealership wants to sell it right away because "they have no experience with *****'s", I'll be calling the ** to file a complaint. at this point they should take the car back or close their business, they cannot be allowed to scam customers in this way in this day and age.The owners comments below are a complete lie they are all liars, had they told me there was a return policy I would have cancelled the transaction at the point of delivery cause the car would not start the battery was completely down and another lie is that they never ever offered or mentioned a warranty in addition the dealer never disclosed that the car had an accident and the tires were dangerously worn down also they stole the standard home charger from the car.Update the new manager calls me to "make things right" and says all the people involved in my transaction were let go months ago and since he is new and didn't have any involvement in my transaction and since my reviews are counting against him if I could delete my reviews. So I call back and the manger's tune has changed, apparently the owner of the store tells him don't worry my legal team says this buyer is a customer 10 months ago and has no basis to his complaint now. Manager says to me "my hands are tied nothing I can do good luck".This business is still operating and the state allows these crooks to deal with customers shame on you IL, my advice always research the background of the owners and management that will reflect on their honesty 2

  

  Business Response

  Date: 02/14/2023

  not undersatnding why are we getting this complain after all this time , this customer is caliming that a bettery cost $20,000 ! , we can not offer $20,000 for a car battery thats as much as the vehicle cost and we dont appreciate all the nonsense talk that was in this complain none of it is accurate customer called when first recived the vehicle and asked us if we can help him with a $500 dollar credit to do whatever he needed that $500 for it was send to him via zelle and no other issues was discussed now he comes with a page full of accusations that is not true as far as we know we halped him with his issue and gave him the credit he asked for but will not pay $20,000 for a battery for a vehicle , thanks you