Complaints

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

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  Loeber Motors, Inc.

  4255 W Touhy Ave Lincolnwood, IL 60712-1933

  
• 

  Loeber Motors, Inc.

  7101 N Lincoln Ave Lincolnwood, IL 60712-2246

  

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

• Initial Complaint

  Date:02/05/2025

  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.

  The engine was already worked on before while was on warranty. I kept on telling the Dealer that my car should not have all this issues with the motor at so early in the time from the car. The car never got to be the same there was also deseleration and or acceleration and the engine kept on making noise. Now the engine its gone and now I am liable with a $19000 Bill plus what I still owe on the vehicle. The car its a dealership

  

  Business Response

  Date: 02/07/2025

  The issue with the engine in the vehicle is unfortunate. In reviewing the specifics of the complaint, the previous engine work referred to in this complaint was performed ****** miles before this current event. Using internal dealership repair order history, the ************* Vehicle Master Inquiry report,and the Carfax history report, there is no supporting evidence of any preventative maintenance (oil changes) being performed on the vehicle in the last ****** miles and none have been presented by the vehicle owner when requested by the dealership in an effort to obtain corporate assistance. As the vehicle is no longer covered under the ********************************* Warranty, all repair costs are the responsibility of the vehicle owner.The owner of the vehicle can contact ************* USA directly for further assistance at **************.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing in on behalf of my Mother-in-law who knows very little English. We went to purchase a car at Loeber ******** dealer around May 2023. When we went here, we had a monthly price in mind we wanted to stay within (around $500/mo at most. The reason we were looking for a car was to use for work, as my Father-in-law had just been diagnosed with cancer a week before and we weren't sure if he would be able to continue working after his upcoming brain surgery We ended up in a higher model car because the one we saw online was much more cramped in person. We crunched numbers and it came out to much more than we wanted (around $900/Mo I believe- we even put down 13k on parents credit cards to lower the bill). It was Saturday afternoon and our insurance company was closed. We drove it off the lot and the next day while trying to get car insurance it was going to be around $500/month. This is when reality kicked in that our goal of $500/mo had turned into $1400+/mo at least. The dealership was closed Sunday so first thing Monday morning we decided to bring it back (the bumper was also hanging on by a cheap zip tie so that made me feel even more sick to my stomach about the purchase). The dealer and ******** refused to refund any of the 13k downpayment for a car driven about 3 miles and used for 1 day. The car already had a bumper falling off so it had to have been a loaner but they said it was new. Regardless of any of this I don't feel like 1 day and 3 miles of driving warranted them keeping our 13k. They said this happened to another customer who lost 20k a few weeks before, if I remember correctly. When I called Mercedes Corporate I was met with backlash from the salesman who called me in a ***** tone and told me to delete the negative review. I did as he promised to get us a refund but that never happened. I can see losing something but not $13,000+. That feels criminal to do that to someone and everywhere I reached out to within the company no one cared.

  

  Business Response

  Date: 10/30/2024

  hello,

  I'm truly sorry that the customer is unhappy with their purchase. we pride ourselves on not being pushy to close deals and disclose all the terms of the sale before the customer signs. I understand that they wanted to be at 500/month and it ended up being 1400/month. when we agree on terms with a client, there is about ***** min time period before our finance department is ready for the customer sign the final docs for their purchase. we encourage all our customers to use that time to bring up and issues or walk away from the deal if they don't feel comfortable, and many clients have done that. unfortunately, we do not take cars back after the sale is complete. we contract with the bank instantly on a digital contract, we pay the state tax online the same day, we issue real plates on the spot, we simply can not "unwind a deal" or take the car back. Refunding them $13,000 because they are unhappy with the deal is simply not possible. however, I encourage the customer to come back and speak with me directly, I would be more than happy to trade them out of that car into a car that is in their price range. 

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22480829
  
  I am rejecting this response because:
  
  Sincerely,
  
  Ciin Cing

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22480829
  
  I am rejecting this response because:
  II received the response and it seems the company is deflecting any blame and putting it back on us as the customer. They are also saying all sales final meaning they dont stand behind anything they sell (when the front bumper was hanging on by a zip tie. Every dealership Ive ever come across has some kind of return policy what makes this dealership special or above a return policy? Company takes no real responsibility and has been unwilling to make the customer happy or do the right thing and not take $13,000 from a customer whos going through cancer and heart failure. If they think 1 day of use for a vehicle held together with who knows what warrants $13,000 then we are are farther apart in understanding than I could imagine
  Sincerely,
  
  Ciin Cing

  

  Business Response

  Date: 10/31/2024

  I'm sorry that us overing to trade you out of your vehicle is not sufficient. that's unfortunately all we can offer at this point. if you do change your mind and wish to trade your vehicle in, we would be more than happy to assist you and give the most we can for your trade and discount the new car as much as we can to make it up for the inconvenience. reach out to me directly and I'll be happy to assist you with that. thank you.  

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a copy of the detailed letter sent to this company and will provide it upon request. The present has refused to meet with us to discuss our concerns. He asked us to meet with another employee. We have had several discussions with this company about several nonconformities that substantially impair the use of our new vehicle and have not been repairable by the dealer or manufacturer. On or about March 15, 2024, we visited Loeber Motors in search of a new vehicle. On April 1, 2024, we sent **** *****, our sales representative, the build request for a Mercedez-Benz E 350 4MATIC Sedan. On or about April 18, 2024, we met with **** and placed a $5000.00 deposit on our vehicle. On April 22, 2024, **** emailed us to inform us that he has "the build in the system, and it has a build completion date of 6/25. It should arrive to me middle of July."Our vehicle arrived on or about August 2, 2024. We paid about $85,000.00 for our car. Since that time, we have had several issues with this new car. The issues are exacerbated by the lack of customer service and dishonesty. Before filing this complaint, we sent a certified letter and requested a meeting with the president, **** Loeber, and exchanged several emails. We have returned to the dealership at least 6 times since we took possession of the vehicle.The air-conditioning unit does not work properly and at times, it blows hot air, even though it is the lowest AC setting and the highest fan. Since having the car serviced for the air conditioning, the vent now whistles. The entertainment system/radio is not properly working. ****** stated that he is awaiting further guidance from ********. He put in a ticket. We had to send a certified letter and follow-up email to even get a response. The phone cannot be programmed with the car to serve as a key. Due to the serious lack of communication and follow-through, we asked to meet with the President of Loeber to ensure a plan of action to resolve our issues.

  

  Business Response

  Date: 10/14/2024

  Loeber Motors is and has been actively pursuing resolution to this complaint and will continue to do so. The issues described in the complaint pertaining to the vehicle have been discovered to be, while understandably frustrating for the client, either normal operation for the vehicle (regarding climate control fan speed operation during certain situations), an issue that the ************* corporate technical team must develop a resolution for (regarding XM station memory slots for different driver profiles), or an app/phone issue (regarding the digital key issue). While some of the mentioned characteristics of the vehicle are not able to be changed and other issues the Loeber Motors workshop cannot directly resolve and must continue to work with ************* corporate on, we will continue to do so to make the client happy and/or advocate on the clients behalf for an agreeable solution with *************. Loeber Motors always makes the strongest effort to be transparent, honest, and forthcoming with all our clients and offers our apologies when a clients expectations havent been met.  

  Customer Answer

  Date: 10/18/2024

   
  *omplaint: 22297682
  
  I am rejecting this response because:

  We reject Loeber Motor's response for several reasons. First, their response is standard boilerplate language that does not match their actions. We have been clear that communication has been an issue. Notwithstanding our concern, communication remains an issue. As you can see from the attached Email #2, we had to initiate a follow-up email to Loeber Motors after waiting six (6) days for a reply. Second, we called and followed up with an email about the fact that (a) the airconditioning unit on the loaner works perfectly, (b) we discovered a new issue with the car and (c) the blue tooth function does not decrease even when the airconditioning is in use.  See the attached Email #2. Third, you will see from the string of emails in attachment Email 3 that the loaner that we were driving suddenly malfunctioned. We sent screenshots that the entertainment system and the air conditioning unit were completely frozen and did not work. We took videos and attached pictures. 
  
  Upon calling *** to inform him of the issue with the loaner, he arranged for a ****** to bring a new loaner to us. While we were appreciative of the second loaner, we immediately called *** to inform him that the ******, *****, was rude. We also informed *** that the loaner brought to us was not comparable to the car we purchased.  Even though the first loaner did not have all of the features of the car that we purchased, we accepted the loaner without issues because (a) the first loaner was comparable in size to the car that we purchased and (b) there was not two large Loeber Motors sign on both sides of the car, advertising this company. 
  
  In contrast, the second loaner that was brought to us was neither comparable to the car we purchased nor to the first loaner that we were given. The second loaner is a smaller vehicle, akin to a compact vehicle. The car we purchased and our first loaner was a standard sedan. Next, this new loaner is not smooth, is very noisy, and has two large Loeber Motors signs on both sides of the car, advertising the company. 
  
  *** informed us that out of his entire fleet, the only loaner that he had was the * class that we have or a large Sprinter van. We asked that they fix the first loaner and return it to us. That was on last Friday, October 11, 2024. We did not hear from *** until he emailed us yesterday, Thursday, October 17, 2024. In the past seven days, he did not call us to check in or see how the loaner was working for us. Instead, he sent an email that affirmed his position there was no other loaner for us to use, other than the small, incomparable car that we currently have. Again, see the attached Email #3.
  
  Despite our numerous requests to meet with the owner, **** Loeber, he has refused to meet with us. Despite our requests, he has not provided a time and date for us to discuss our concerns. We do not feel respected or taken seriously. In fact, we feel dismissed and we do not know the source of Loeber Motors' treatment of us. 
  Sincerely,
  
  **** Succes

  

  Business Response

  Date: 10/21/2024

  Resolution to the clients vehicle issues is still ongoing and Loeber Motor motors has exhausted its resources at the dealer-level workshop and has been and is currently waiting on direction from ********************************. Loeber Motors is also communicating with our factory liaison and the ************* **************** Representative who has been assigned to the clients customer service case, separate from the technical case. All repair/workshop information and updates for the client have been given, although there has not been very much to share.
  Regarding the Courtesy Vehicle originally furnished to the client, Loeber Motors apologizes this vehicles climate control and telematic became non-functional. This vehicle is undergoing diagnosis and repair.
  While Loeber Motors is extremely happy to manage and offer our clients a Courtesy Vehicle Program, we cannot guarantee availability on short notice without an appointment. We can also never guarantee a certain model, regardless of the clients model of vehicle. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22297682
  
  I am rejecting this response because the response fails to address our immediate concerns. I am writing to express my deep disappointment in the response we received from your team regarding the loaner car situation. It is with regret that I must inform you that I reject the response provided, as it seems to be nothing more than boilerplate language that fails to address the serious issues we have encountered.
  
  Our experience with the loaner car provided to us has been far from satisfactory. Not a single person from your team has reached out to inquire about how the loaner car is working for us. This lack of customer engagement is concerning, especially considering the significant problems we faced with the previous loaner car overheating and experiencing technical issues.
  
  We requested that the overheating loaner car be fixed and returned to us, as it is more similar to the vehicle we purchased. However, it is disheartening to hear that your team claims to be unable to provide a loaner car larger than the compact one we were given. This lack of effort and empathy towards our situation demonstrates a lack of regard for customer satisfaction and value. Not a single person from your team has reached out to inquire about how the loaner car is working for us.
  
  We requested that the overheating loaner car be fixed and returned to us, as it is more similar to the vehicle we purchased. However, it is disheartening to hear that your team claims to be unable to provide a loaner car larger than the compact one we were given. 
  
  It is evident that your team's actions and inactions do not reflect a genuine concern for customer experience. The way in which we have been treated gives the impression that our concerns are being disregarded and that our expectations are being dismissed.
  
  As a customer who expected a certain level of quality and service from a reputable company like yours, I am deeply disappointed by the lack of care and consideration shown towards us. It is important for customers to be aware of the treatment they may receive when dealing with your dealership.  Given our efforts and time invested to resolve this situation, one would think that you would take this matter seriously. We came to the dealership several times to address issues, we sat and patiently explained the issues.=

  I urge you to reevaluate your approach to customer service and ensure that future interactions are handled with the respect and professionalism that we deserve as valued customers.
  
  Sincerely,
  
  **** Succes

• Initial Complaint

  Date:08/23/2024

  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.

  Need Help to resolve this issue:My Mercedes slk300 2016 was misfiring and losing power and 'check engine light' was on. After checked on the scanner I found out the error code' P052E$07E8' (positive crankcase ventilation regulator valve performance). On 8/9/24, I took the car to Loeber motor lincolnwood, ** and informed them about this code. They performed the test and agreed with me and told me that the part is under warranty which they replaced in next four days and gave me the car back.The car ran good for few days, no check engine sign ever came back, but started same symptoms again. I took it second time on 8/22/24 to Loeber motors and now they're saying that the oil censor is malfunctioning and the oil is leaking, destroying the electrical wiring. they suggested if i fix the problem it"ll cost me seven thousand three hundred dollars ($7300).my concern is why they could not diagnosed it in the first place last week?

  

  Business Response

  Date: 08/30/2024

  When the vehicle was brought in for the first visit, the Check Engine warning light was illuminated in the vehicle, but the technician did not note any drivability issue at that time. Due to this vehicles age, it is no longer covered under the ******************* Warranty. The customer noted error code was verified by the technician. and the repair for this code was covered by the vehicle manufacturer under a warranty extension for this specific failure. Upon the return visit, the customer described their complaint as the vehicle having the same symptom and the Service Advisor used the same wording on the repair order although the Check Engine warning light was NOT illuminated at that time as verified by the technician. During the second visit diagnosis, which was performed at no charge, an engine wiring harness was found to have engine oil intrusion causing the customers complaint. Neither the wiring harness nor the component allowing the oil intrusion into the harness were part of and/or disturbed during the initial repair and neither are they covered by any manufacturer warranty. Unfortunately, this is an unrelated,existing issue and due to the age of the vehicle, it is out of warranty.

• Initial Complaint

  Date:03/10/2024

  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.

  June 27th 2023 Loeber sold me a 997-561-021-01 $2,562.26 part and the part was installed by my mechanic E&J when the part failed Loeber tried to install a new unit 3 times and was unable to complete the repair they reimbursed me for only the labor but not the original coast of the part. They said they already spent enough on trying to do the repair and parts installed and lost enough money. The part was removed from the car by another shop and sent back to Loeber in hope they would refund or give me one more unit that can be installed by a different Porsche dealer that wound up doing the repair and charging me for that same repair part again. They also refused to send the other Porsche dealer the part back that the other dealer would have replaced under warranty. I have reached out to Loeber many times and also has the mechanic I used originally but Loeber stopped returning m calls.

  

  Business Response

  Date: 03/15/2024

  Hello, our response with supporting documents is attached, thank you. 

• Initial Complaint

  Date:02/22/2024

  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.

  car dropped off 11.15.2023 after it stalled on the road , 1 mile away from my home. the service center did not provide a loaner, after several days they contacted me and told me the engine was seized- replacement will cost $36600 plus tax, much more than the car is worth according to the service advisor ***********************. The car was modified less than a year after recall and started performing very poorly- including error codes, loosing oil, consuming 3 or 4 times more adblue fluid - after comparing my cars symptoms and problems with other comments on the internet, and consulting several master mechanics, it is clear that the modifications caused the engine to perform differently and break. Loeber Motors is requiring roughly $6000 to remove the engine and transmission to investigate if the warranty 48000miles or 18 months ( given due to the emission related modifications that have changed the cars performance drastically) - the service center denies that the engine has failed because of the emissions and has refused to explain several email requests that have asked for clarification on specific symptoms of the cars performance and parts that are related to the emissions and can impact the engine and its failure. the service center has deferred me back to the main ******** customer service who in return refers me back to the service - performance went from 33mpg on the highway to 23mpg -decreased from average 23mpg to less than 17mpg, adblue consumption was roughly quadrupled, oil leaks and oil consumption had also increased , all after the emission modifications were done, after which the car ***** much more fuel and adblue, which caused much higher engine temperature, which causes EGR valve, TURBO , electrical sensors, seals to wear out faster, and oil temperature increase to the point of oil burning or vaporizing- this can cause timing chain failure and crankshaft failure- one of which has happened with the car and ******** refuses to acknowledge and repair

  

  Business Response

  Date: 02/29/2024

  The federally approved emissions modification referred to on this vehicle was performed in May of 2022 at 108K miles, following all work instructions and procedures as per the manufacturer.In the time since that modification was performed, no complaints, visits for any reason or maintenance, or any communication from the customer were received by ********************. The vehicle was towed to our location in a non-running condition in November of 2023 with 141K miles. ******* diagnostics and an inspection were performed. The results of the diagnostics and the inspection revealed a failure of the motor. The root cause of the motor failure cannot be determined without further disassembly of the motor, or a teardown. Neither confirmation nor denial of extended warranty coverage has been determined. It is standard procedure that a further teardown of the motor must be performed to determine root cause, which can then determine if the failure is covered under the manufacturer extended warranty. As the vehicle has exceeded the limitations of the new vehicle limited warranty, the manufacturer does not cover the cost of this teardown nor is it the responsibility of Loeber Motors to perform this extensive procedure for no fee. The customer must approve this procedure be performed so root cause of the motor failure can be determined, the findings submitted to the manufacturer, and extended warranty coverage be determined. If it is determined, ultimately by the manufacturer, that the extended warranty will cover the failure, the teardown will be a covered portion of the covered repair. If the failure is not covered, the cost of the teardown is the responsibility of the vehicle owner. Loeber Motors does not have the ability to deviate from the manufacturers warranty procedures. Loeber Motors also cannot address the validity of any customers personal, or the internets, comments or claims of the side effects of the federally approved emissions modification. Any discussion on that topic should be made directly with the manufacturer or approving government body.

  

  Business Response

  Date: 03/04/2024

  Attached is requested copy of the repair order. Vehicle is still at dealership

  Customer Answer

  Date: 03/12/2024

  Complaint: 21333883
  
  I am rejecting this response because: to whom it may concern: my position in this matter has not changed: this is an organized and coordinated sabotage of this type of engine in collaboration with the manufacturer. The engine was diagnosed as seized- as to reasons why and how  I was required to pay approximately $6000 for a tear down. In case the tear down would have proven that any parts that are broken are covered under the warranty only those would be covered by the manufacturer, however the engine itself or the crankshaft would not be repaired if one of the parts covered by the warranty caused its failure, this is completely illogical. After talking to another dealer I also found out the tear down fee of $6000 covers basically the labor and also if there are parts that are broken, it covers the core fees for those parts to ********* as ******** required old parts to be returned for warranty replacement, however since they would be dismantled, they would not get accepted by ********- this way ******** receives a "refund" for core charges that they are basically creating as they require a part to be dismantled , then refuse to accept the dismantled part. It is a way to shut down the customer and avoid honoring repairs and warranties and to prevent a customer from getting a fair replacement. Ultimately ******** is sabotaging these engines by modifying their performance to get them to self destruct and then ******** refuses to repair them , even after they tear them apart as they claim only emission related parts are covered by warranty - the engine itself that is influences by all the emission components and shares oil , cooling and lubrication systems  is exempt from warranty. the customer loses!     
  
  Sincerely,
  
  Nebojsa Stanic       

  

  Business Response

  Date: 03/14/2024

  Loeber Motors maintains its position that it must follow the manufacturers policies and procedures for manufacturer-issued warranties and the consideration for coverage of the same.Teardown costs for determination of coverage, in this case, are at the cost of the customer. If the root cause of the failure is found to be a covered component due to a manufacturing defect, then consequential damages due to that failure are covered, though ultimately that is determined by the manufacturer. In determining the root cause of failure in this case, an authorized ************* dealer performed teardown is the only method of determination that is accepted by the manufacturer.
  No portion of the estimate for the teardown presented to this customer included any charge for a core charge. In any instance with any part that carries a remanufacturing core exchange charge, the core charge is only applied to a customer if they have paid out of pocket for a repair and the PART manufacturer, not necessarily the vehicle manufacturer, deems the original part to be an unacceptable core or the original part has not been returned. In this specific case, if the teardown were to reveal a cause of failure covered by the extended warranty, there would be no core charge responsibility to the customer. If the teardown found the failure to be non-warrantable and the customer declined any further charges to repair the vehicle beyond the teardown, the estimate already presented to this customer included labor to both disassemble and reassemble the motor. The customer would not have been left with the motor in a dismantled state by Loeber Motors, nor any core charge responsibility.
  Again, Loeber Motors follows the policies and procedures of the vehicle manufacturer and standard industry practices.

• Initial Complaint

  Date:02/18/2024

  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.

  We paid for a brand new car in early January on the representation that it would take 2-4 days to fix a paint defect. Only after they took our money did they disclose that it would actually take a month to fix the paint defect. It has now been a month since we paid for the car and we are currently being told the work has not been completed and there is no timetable for when the paint defect would be fixed (and that it will likely be another month). We asked for our money back and everyone at Loeber that we can get on the phone says they cannot help us and that we need to talk to the general manager. Despite several messages, the general manager has not returned our calls or efforts to contact him. We paid 20k over MSRP in order to get the car immediately and we would not have done that if they had been upfront that the car will not be ready for 60 days. They have our money and have not provided the new car (without paint defect as promised).

  

  Business Response

  Date: 02/27/2024

  The customer was aware of the paint defect before he took the vehicle.  initial time for it to be fixed was 2-4 days, however the manufacture was slow to respond to our questions on how to treat the paint defect after the first attempt to fix it did not correct the problem.  During the same we were requesting permission from the manufacture if we could release the vehicle to the customer without closing the claim. (when the customer takes possession of the vehicle the claim is automatically closed and can not be reopened or covered under warranty).      

  We have rectified the situation with the customer and as of 2/23 the vehicle is back in his possession with him being completely satisfied with the outcome. 

  Customer Answer

  Date: 02/28/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/08/2023

  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 received a safetys recall letter from ******** **** on February 2023.Recall ID ****** For ********** Vin : 4jgda2eb1ea400795 Recall campaign ********** or *********** Issue state: Water might accumulate in the spare tire wheel well and damage, the fuel pump control unit, which could cause an engine stall while driving. An engine stall, while driving increases the risk of crash.What is the ******** dealership to do?An authorized ******** dealership will install the water drain plug, inspect the water intrusion and replace the fuel pump control unit as necessary.I scheduled an appointment at Loeber motors on June 2 of 2023. I indicated to *******.***** , representative advisory. That I have water that I can visually see sitting around the spare wheel, and my car is hesitating, sputtering as Im stepping on the gas, intermittently at low speed.Technician retrofitted drain plug in the wheel well, but did not address the fuel pump issue indicated if the car stops in the future they will replace it. This is not acceptable if the car gets into a car crash thats when theyre going to take action to replace the fuel pump.The fuel pump needs to be replaced soon as possible so the car does not an sputter and hesitate while accelerating hesitate and dies out or worse gets into a car crash.

  

  Business Response

  Date: 06/19/2023

  Hello, The customer was contacted and the vehicle is presently back in our shop for reinspection of their complaint. Proper procedures will be followed to determine cause and correction, if needed, and coverage under ************* warranty.

• Initial Complaint

  Date:05/14/2023

  Type:Sales and Advertising 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.

  Called into the dealership to purchase a vehicle (E63s). Dealership has very displeasing sales tactics and is still openly asking insane market adjustments on vehicles that are not actually specialty vehicles. A final edition E63s is a speciality vehicle that a consumer could reasonably understand a market adjustment on as theyre limited vehicles. A regularly mass produced E63s is not a specialty vehicle, and definitely not a vehicle that would hold any sort of value after a year. Dealership is looking to s**** someone out of $30,000 over sticker. According to pricing statistics on E63s models that would put a consumer at almost a $55,000+ Loss over a 6 month period. Theyll probably ask you to finance with MBFS as well so they can push through a 130% LTV to make sure they get their money on the finance end too! BUYER BEAWARE.I have also attached a photo of a buyers order from an out of state dealership that is SELLING the same car at MSRP. How is it that a local dealership is trying to s**** their local buyers? Insane. Especially coming from a family owned business

  

  Business Response

  Date: 05/15/2023

  hello,

  I'm sorry for his inconvenience. this a simple case of not being able to agree on price. it seems that my team did a poor job explaining the rarity of this particular vehicle. Mr. ****** assumption that is not a specialty vehicle and is in fact mass produced is his opinion, which I have to disagree with. We have the only new E63 in a one-hundred-mile radius, considering that we life in Chicagoland with a population of 10 million, i would consider that to be a rare vehicle and anything but mass produced. we are upfront with our pricing with anyone who submits an inquiry on any of our vehicles, I'm sorry that ************** felt that we didn't meet his pricing needs. on the other hand, I'm happy that we was able to find the vehicle at another location. 

   

   

• Initial Complaint

  Date:04/30/2023

  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.

  Services paid for not performed . Possibility of interference in the vehicle emission system.

  

  Business Response

  Date: 05/01/2023

  This vehicle was originally brought to our dealership on 3/23/2023 with the complaint of a check engine light warning being on and the vehicle not being able to pass the state emissions test. We diagnosed the vehicle as needing a repair in relation to fault code P2188. This was explained to the customer by both the service advisor and the technician. There is a manufacturer published technical bulletin specifically referencing this fault code and the corrective action. The customer initially declined to repair the vehicle as recommended at this time.
  The customer then returned on 3/24/2023 to have the vehicle repaired. We performed repairs as specified by ************* in the technical bulletin for the exact fault code stored in the vehicle's fault memory. After repairs were complete, the technician road tested the vehicle several times to verify the repairs and to reset the emissions monitors. A technician even drove the vehicle to the emissions test facility located in ****** and the vehicle passed the state's emission test. When the customer came to pick up his vehicle from the dealership, the Check Engine warning light was off and the emissions test had been passed. The customer asked for a discount on the invoice, which we obliged. 
  Days later, the customer states the Check Engine warning light is back on and states it is for the same fault code. The customer will not return the vehicle to us to verify this condition. Again, the vehicle left our dealership with the check engine light off and the customer has the passed emissions certificate in hand after our repairs were done, in addition to a discount at that time. If further compensation is warranted, Loeber Motors should at the very least be afforded the opportunity to verify the Check Engine light being on and the reason for it. If an error was made during repairs relating to the original visit, we will correct it. 

  Customer Answer

  Date: 05/16/2023

  Please see attached*

  

  Business Response

  Date: 05/19/2023

  Hello,
  Please substantiate your claims of bypassing the vehicle emissions systems. You have provided no evidence to suggest this occurred, nor has Loeber Motors ever been accused of or suspected of such activity.
  You have also made claims that Loeber Motors performed no diagnosis and no repairs to your vehicle. If it is disagreeable to bring the vehicle back to Loeber Motors, Loeber Motors proposes that a service representative from the dealership and the customer with the vehicle agreeably decide on and meet at a neutral repair facility within the vicinity of both the dealership and the customers address on file and have a third party verify that there are indeed new parts installed on the vehicle.
  If the vehicle has not been repaired since the last reply,Loeber Motors again requests that the vehicle be returned to our facility for our inspection and correction of any issue related to the work we previously performed. As standard operating procedure, Loeber Motors does not take payment before repairs are performed; and as you have previously paid, this reinspection would be free of charge. You may be present with your vehicle the entire time it is in our possession. Please deal directly with Service Management.
  If the vehicle has since been repaired and you are pursuing a refund from Loeber for the check engine light repairs we performed previously, please provide a detailed, complete invoice from the facility that performed the latest repairs.

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20001143
  
  I am rejecting this response because:
  see attachment
  Sincerely,
  
  ***************************************************

  

  Business Response

  Date: 05/26/2023

  Loeber Motors repaired your vehicle originally according to Manufacturers specifications in accordance with the fault code generated by your vehicle's on-board computer so that it passed emissions testing and have offered to re-examine the unit once the Check Engine light reappeared after leaving our dealership at no charge. We are sorry that you have declined our offer to resolve the issue. Loeber Motors emphatically denies your allegations of fraud, false statements, illegal activities, and vehicle emissions systems tampering.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20001143
  
  I am rejecting this response because:
  I don't agree. The business demonstrated high level of dishonesty what was clearly indicated by the evidence provided.
  Sincerely,
  
  ***************************************************

  

  Business Response

  Date: 05/30/2023

  Loeber Motors repaired your vehicle originally according to Manufacturers specifications in accordance with the fault code generated by your vehicle's on-board computer so that it passed emissions testing and have offered to re-examine the unit once the Check Engine light reappeared after leaving our dealership at no charge. We are sorry that you have declined our offer to resolve the issue. Loeber Motors emphatically denies your allegations of fraud, false statements, illegal activities, and vehicle emissions systems tampering.