Complaints

This profile includes complaints for Auffenberg Ford O’Fallon's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auffenberg Ford O’Fallon

  115 Regency Park O Fallon, IL 62269-1865

• 

  Auffenberg Ford O’Fallon

  901 S Illinois St Belleville, IL 62220-2175

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:06/27/2025

  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 took the St. *********** Adult ******** Centers van in for service on air conditioner as it is only blowing cold air out of the defrost vent and not to the back of the van. The service advisor ***** **** had me approve a $149.99 diagnostic fee and told me that the van would be looked at. After 1 hour, the service advisor called and stated the charge has changed to $700. This was a bait and switch move in the most basic sense. ***** **** could have informed me that if they cannot find the issue, the charge would increase to $700, yet he did not inform me of this. As we are a ********************** our finances are limited. Had ***** **** informed me of the potential increase of $700, I would not left the van at this repair facility. This was very dishonest, very poor communication and poor business on the part of this service facility.

  Business Response

  Date: 06/30/2025

  Mr. ******,

  Thank you for taking the time to share your concerns. We sincerely apologize for any confusion or frustration caused during your recent visit with the St. *********** Adult *************** van.

  We understand how important transparency and communication are, especially for organizations working within tight budgets. After reviewing your experience, its clear that we did follow our protocol for communication regarding potential diagnostic escalation costs.

  The initial $149.99 diagnostic fee was approved and applied to begin troubleshooting the issue. However, upon deeper inspection, it became apparent that more extensive diagnostics were necessary to pinpoint the root of the air flow issue, including electrical system tracing and interior duct inspection, which carry additional labor time. That said, this increase was communicated and re-approved by you prior to any changes being made. We do not condone or support any form of "bait and switch" practices, and we take such concerns very seriously.

  We value the service St. Elizabeths provides to the community and would like the opportunity to make this right. If you are open to it, wed appreciate the chance to speak with you directly to discuss how we can address this matter and work toward a resolution.

  Please feel free to contact me or let us know the best time and number to reach you.

  Sincerely,

  ***** ****

  Auffenberg **** North

  Service Manager

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

• Initial Complaint

  Date:06/12/2025

  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.

  I paid a cashiers check($19400.25)for a 2014 2dr jeep wrangler on May 17th and agreed to leave it for a few repairs since they said it would be put at the front of the line since I paid in ********* it is June 12th and still have not taken procession of the vehicle. I have made several emails, phone calls and text but haven't heard anything for over a week now.Have called the owner,the sales manager and my sales person and still have no idea if or when I can pick up the vehicle. It seems ridiculous at this point, I just want my vehicle with all agreed repairs or my money back.

  Business Response

  Date: 06/24/2025

  At Auffenberg, we strive to provide 5-star customer service, and it appears we fell short in meeting the time expectations for the repairs on your Jeep. I want to personally apologize for that delay.

  While Im glad we were able to return your Jeep to you and are now just waiting on the antenna to arrive, I recognize the inconvenience this situation may have caused. With the beautiful weather weve been having, I hope you're enjoying being back in your Jeep and making the most of it.

  Regarding the marker light repairs, unfortunately, that process required multiple unexpected components, which significantly extended the repair timeline. I appreciate your patience and understanding more than I can express.

  Please know how grateful we are for your continued trust and business. If you have any questions or concerns moving forward, dont hesitate to reach out to me directly.

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/22/2025

  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.

  On 4/24 I inquired about a 2019 gmc Acadia that was advertised for $******. I was set up with a salesman the following day. After driving the vehicle we decided to move forward with purchase. We declined all extra warranties or any additional costs. We signed the paper work and left the dealership feeling great. Upon checking my total loan amount a few days later I noticed we were overcharged by $4,500.First- they Upcharged the total price of the vehicle. They had it listed for ****** yet sold it for over $22,000. They then charged us for services/extras we VERY clearly declined during the finance discussion. I immediately reached out to the dealership and was met with resistance. After several calls we agreed on redoing the loan. On 5/2 I drove an hour and a half back to the dealership and resigned all new paper work reflecting the new loan amount of $19,000(not exact). The dealership was to send the paperwork and check to **** the loan to *****. Weeks went by and after several more calls they didnt do this correctly(according to cefcu)x I was told last week that the new check and paperwork was finally being sent out. As of today, ***** has STILL not received the new check or paperwork and told ***** they dont have a shipping number nor can they confirm the date they apparently mailed everything out.This is fraud and has been a NIGHTMARE. I have also emailed Mr.Auffenberg, the owner of the dealership with no response.

  Business Response

  Date: 05/23/2025

  My name is ***** ********, I am the finance director at Auffenberg dealer group. We take customer service and satisfaction very seriously here at Auffenberg. I can see in this instance we have missed the **** in your eyes. We apologize for any misunderstanding that has happened during your purchase.

  We have sent the corrected documents to CEFCU and this issue should be resolved by next week. Please call me at ************ if you need any further help on this issue.

• Initial Complaint

  Date:04/30/2025

  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.

  on 3/5/25 I purchased a vehicle at another location that ended up having a factory recall. I brought it to this location for repair. I received a service loaner during repairs. The first loaner vehicle had scratches so it was retuned to the dealership. The 2nd loaner vehicle had a crack in the windshield. This vehicle was also returned to the dealership. I have now received a bill for $4,421 for damages. I was given these loaners although I do not have full coverage. No terms had been presented to me. They are now holding my vehicle until the cost of damages are paid.

  Business Response

  Date: 05/01/2025

  As has been communicated to you multiple timesin person, over the phone, and via ******** insurance provider has failed to cover the damages that occurred while the rental vehicle was in your possession.

  As outlined in the rental agreement you signed (see attached), the vehicle was provided to you in good condition and was to be returned in the same condition. This agreement clearly states that in the event your insurance does not cover damages, financial responsibility falls to you, the renter.

  Since your insurer has denied coverage or has provided insufficient coverage, the obligation to pay for the full cost of repairs now rests with you. As such, the vehicle will not be released until the damages have been paid in full.

  Please be advised that we will not contribute toward the cost of these repairs, as the liability is solely yours per the binding rental agreement.

• Initial Complaint

  Date:04/18/2025

  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 have a 2013 **** Explorer. It had a recall on it for the "A" pillars trim being defective. I took my vehicle in for this recall. It failed inspection and they removed defective panels. This was on April 10/2025.I returned to dealership on APRIL 16/2025 To have replacement panels installed. Job was completed and I went home. I had lunch and then went outside to clean all of the glass on my vehicle. I immediately saw a crack in the upper left corner of windshield. I went back to the dealership to show them.The service manager ,******* ****, looked at crack and went back into his office. When he came back out ,he showed me a photo that was supposedly taken before the repair was completed .It was very ******* and he tried to tell me it was cracked before the repair was finished. I protested and he said they would not do anything. He asked why I didn't tell them before i left earlier that day. I told him that the crack is not in your line of sight when driving. I ask him to sit in the drivers seat and look out the window as if he was driving. I ask if he saw the crack by doing this. His response was "yes, but my vision is probably better than yours". I just wanted them to accept responsibility and replace my windshield. I have filed a complaint with ****************** on April 18/2025. The last photo is from the dealership. Why would they not tell me about crack before they finished recall. A cracked windshield is a safety concern and the police can stop you for driving with a cracked glass

  Business Response

  Date: 04/25/2025

  Dear *** ******,

  Thank you for bringing your concern to our attention.

  The repair that was performed involved the A-pillar appliquesa trim piece that is securely snapped into place above the windshield along the pillar. These appliques are designed to rest on top of the vehicle structure and do not make contact with the windshield edge, nor do they apply any pressure that could result in glass damage.

  We understand you mentioned that the crack was difficult to see from the inside. However, during our inspection from within the vehicle, the crack was clearly visible. Additionally, the damage to your windshield includes cracks on both the interior and exterior surfaces, which further confirms that the A-pillar appliques could not have been the cause, as they only interact with the exterior and do not touch the glass.

  To ensure accuracy, we reviewed available camera footage from before the repair. The footage confirms that the cracks were present prior to the service appointment. This evidence was documented and shared with you during your visit.

  Given the nature of the repair and the verified presence of the damage beforehand, we must respectfully maintain our position that the condition was not caused by our service. As such, no further assistance will be provided in relation to this matter.

  We appreciate your understanding and thank you for your business.

  Sincerely,

  Auffenberg ************

  Customer Answer

  Date: 04/25/2025

  Complaint: 23223169
  
  I have reviewed the business' response and am rejecting it because: I know the glass was not cracked prior to the recall. I don't understand how or why they would repair a vehicle with a visible crack in the glass. I guess I really didn't expect them to admit they are mistaken. This is a large dealership and expect the customer to accept what they say. I have talked to other people that have experienced the same treatment. I will continue to share my story with anyone willing to listen. Thanks BBB for you effort .
  
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/01/2025

  Mr. ******,

  We have reviewed our surveillance footage, which clearly shows the crack in the windshield prior to the repair being performed. At our service department, we take pride in delivering quality craftsmanship and treating every vehicle with the utmost care. We are committed to providing an excellent customer experience and stand behind the integrity of our work.

  Customer Answer

  Date: 05/02/2025

  Complaint: 23223169
  
  I have reviewed the business' response and am rejecting it because: from past experiences with this dealer. After talking with other people .I find that I'm not the only one that has had bad experience.. I'm done talking to Auffrnberg but I still have plenty to say unsuspecting customers. Thank You ******************** for your time. 
  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/21/2025

  Type:Customer Service 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.

  In January 2025 to purchase a car and they offered me a 1 percent interest rate better than you current bank offered me. The Bank that I was approved for loan was *********** I didn&#**;t have my check stubs with me at the time of the load. On Jan 31 I went and pickup the car and signed paper. My first payment was due on March 17, 2025. I called the bank -(*****) to make first payment. I talk with three differ people and no one could find me in their system. I called the dealership three differ times and no one could help me. I finally got in touch with the finance manager. When I talk with the finance manager he then told me that I wasn&#**;t approved for the loan and I have had this car since Jan 31, 2025. I told me that now I am not approved and I had to bring the car back to the dealership to get reapprove or the car would be pickup. They ran me through without a warranty back in Jan 2025 and the dealership was going to give free warranty. I am having problems with the dealership not completing the paperwork on time and cause me so many problem. I want my free warranty without additional cost. . They are charing $4000 for warranty that should be free.

  Business Response

  Date: 03/26/2025

  Mrs. ****** was approved for a loan with stipulations requiring that she prove her stated income. The retail contract that she signed had a vehicle service contract included in the loan approval and was on the retail contract.   When the stated income wasn't provided in a timely manner the approval expired. We then worked diligently to obtain another approval for her and after multiple requests, Mrs. ****** refused to return to sign new paperwork until the account was ready to head to collections.  She then agreed to come in and again she was offered a vehicle service contract included in her loan on the retail contract.  We will not be providing any refunds, nor will we be offering any products or services for free. 

• Initial Complaint

  Date:01/17/2025

  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.

  I purchased a preowned ******* Nautilus *** with 15.000.00 cash down eight months ago. The vehicle jerking during acceleration on 10-24-24 and the *** towed to dealership. I was told it was the *** was a vent tube and pcm update the diagnostic not able to duplicate my concerns based on my description. Cost covered by warranty, paid $50. A second time 12-14-24 the *** jerking again. Stopped one highway and I was able to slowly pull into a store parking lot. My husband came and started the *** back up, Engine light was on a wrench image. Explained *** was jerking. He said they do a diagnostic test and call me. A purge Valve was repaired and covered. I paid another $50. A third time on 1-15-25 at night we left the *** outside the dealership with keys in mailbox as the *** again was jerking. On 1-16-25 my husband stated he was told the diagnostic is not showing what is wrong witnessed the jerking. So I'm being charged for spark plugs $300 plus dollars. 1. Requesting *** be put on a higher level diagnostic machine or ******* Repair Dealership Vehicle manufacturer.2. Three repair visits within the last 4 months with the same presenting concerns of jerking during. I plan to contact the State Lemon Laws asap to address this matter for refund or replacement vehicle. $15 thousand dollars cash was paid on this *** drives horrible.3. I also will be contacting the **************** loan as I continue to make loan payments on a vehicle I can't use and appears to be defective.4. I have had to locate transportation to work. 5. I have recommended a coworker, and she purchased a vehicle and I was never given the incentive of $100

  Business Response

  Date: 01/27/2025

  We are happy to attempt to diagnose Mrs. ******** concerns further. We understand it's frustrating when your vehicle acts up and even more frustrating when the service center can't duplicate the concern. We will have reached out to schedule an appointment for service. 

• Initial Complaint

  Date:12/05/2024

  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 bought a 2016 **** f150 from these folks and at the time they made the purchase with me, they pulled the carfax on my vehicle but not on the car they were selling me. I had a bad feeling when I was at home so I pulled up the carfax at home and saw that it was 80% in an accident. Severely damaged including the frame. I went up there to them to talk to them about the situation and they only said they wrote up the salesman. That has very little to do with me at this point, so I asked them what can be done, to which they said "We wrote him up, that should be enough". Which, no it is not enough for me. I also paid for a power train warranty

  Business Response

  Date: 12/27/2024

  We strive for outstanding customer service at every interaction and am truly sorry we have fallen short in Mr. ******** eyes.  We did indeed sell him a 2016 F150 on Oct 29,2024.  He purchased it for $17,555, well below the market value at the time .  We have a strict policy of reviewing the CarFax of the car we are selling with each and every customer and there was a copy of the Carfax in the file for the vehicle he bought.  The Carfax had the list value (with the accident recorded) as $24,170, which we saved him over $6600 off of that.  There is absolutely no mention of Frame Damage on the Carfax, nor during our inspection.  Mr. ******* has had a couple of issues since his purchase, that were not covered under the service contract that was given to him nor the service contract he purchased, that we stepped up and took care of for him at no cost to the customer.  Our understanding was that Mr. ******* was happy with the service he received, and he proved that by bringing his sister up here to purchase from us as well.
  
  Mr. ******* purchased a truck at well below the market value and has been treated very fairly since his purchase.  I have included the CarFax showing no mention of Frame Damage, the accident in question being over 4 years ago. 
  
  Thank you for your time.  If you have further questions, please do not hesitate to reach out.
  
  **** M. *******
  General Manager
  Auffenberg CDJR
  1108 Auffenberg Ave
  Shiloh, IL 62269
  PH: *********************
  *********************************************************

  Customer Answer

  Date: 12/30/2024

  Complaint: 22645931
  
  I have reviewed the business' response and am rejecting it because:
  I was not made aware of the damages on my truck until I personally pulled the car fax report myself. Despite selling me the truck according to you for less than market price that it was not disclosed at any time. This is a direct unexcused event.  This amount of damage should have been disclosed in addition to explaining the existing problems with the vehicle prior to selling it.  I appreciate you fixing the things on the vehicle from the we owe that was on the paperwork prior to purchasing the vehicle more problems happened after the repair of the original paperwork was done. Doing that doesn't negate the non disclosed car fax report,the work done which was already on the paperwork is not going above the call of duty. I have had to drive back and forth several times in order to get my truck repaired.  Also my sister getting a car from there we went to a totally different store and how **** ended up with the deal is unbeknownst to me. Yes I brought her back to ********* despite what was done to me to see if that would happen and it did. The car she came to see was still being repaired yet she needed a car so she went on and purchased the car.  But the non disclosed damages listed is unacceptable.  I now have a truck that is worthless 85% of the truck was damaged. They pulled the car fax on my trade in but didn't show there's.  That's being unethical. I feel that the dealership should give monies back to me for purchasing the vehicle and/or give me a warranty in order to handle the problems that even now that I'm experiencing.  I feel like I was taken advantage of, I feel that they need to make this right. They never got the General manager involved.  I would ask and was given run around.  I am asking for them to make it right.
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/21/2024

  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 CALLED AUFFENBERG My car inoperative and having it tolled. The service desk told me he wasnt going to make out a ticket but have service call me, no return call, tolled car in.service told me repair diagnoises would be 2-3 hrs, and i told service i have to wait on the car to get authorized car rental. but that was it, I was there all day and no body diagnoised my car. Then the lady at service , claimed that service told me they could not get to my car and had no cars for me, That my diagnoises was not available , til tomorrow.I requested a rental but was not provided without a diagnoisis, and did not even offer to call me a cab or give me a ride to near by store to get help 4 ride home. i was on my own 13 miles from home , seeking **** help til 6p.m. SIX HOURS. Auffenberg refused to even give me a invoice to show my check in and inoperative status. They indicated this was a pwer train claim, i bought the car NOV. 2017 ZERO MILES. I only have ****** miles on the car. I DID NOT EVEN GET A INCHECKED BILLING, AND THEY would not even give me a ride to hertz car rental, i made a reservation but nobody could give me transportation so lost the reservation too. POS CUSTOMER RELATIONS AT **********************. THe services offered to return my car twice, when I already told them it was not operative and I had it towed, the car lost power on the hwy saturday and gas fumes were real pronounced.

  Business Response

  Date: 10/28/2024

  Customer brought her 17 Sedona in with a running issue last Monday. She was told by ***** that she would need to drop it off. Customer wanted a loaner car or a ride back to **** IL. We didn't have a car for her. She ended up getting a ride and leaving the vehicle with us. We replaced an injector, did an oil change and GDI, gave her $30 off to help her out. Car is finished and we were able to get repair covered through her warranty company. She owes us a $100deductible. Vehicle is still here and needs picked up as of 10/26/2024.

• Initial Complaint

  Date:08/20/2024

  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.

  I purchased a vehicle from them back at the end of January - 2019 Buick Encore. It came with a cracked windshield and they fixed it right away. Within two weeks, the turbo cool line went bad and they fixed it. They didn&#**;t pay for a tow truck and had to pay $200 for a tow truck. They didn&#**;t provide me with a rental car and had to take an **** to get there and to and from work. They made a big deal about having to pay for the repair. I was still under my lot warranty. Yesterday my coolant line came off my car. When I called the dealership about this, they were rude and told me to take it to another shop to get it fixed. I was not under the lot warranty anymore. I am now out of a vehicle and have to **** back and forth to work. My tow fee was covered and now they are going to charge me a diagnostic fee for looking at my car. I feel that having bought the car recently, I should not have to pay for all this. I would like for them to repair the car and put me in a rental car while they are repairing the car.

  Business Response

  Date: 08/24/2024

  As **** pointed out. When the vehicle had issues under warranty it was fixed right away. The vehicle is no longer under warranty which means repairs are her responsibility. **** has put ****** miles on this vehicle since purchasing it 7 months ago. We will not be repairing anything at our expense, nor will we be reimbursing any tow fees or rental car charges.