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:08/07/2024

  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 financed a vehicle (2016 Hyundai Santa Fe Sport 2.0T) from Sam Leman of Peoria back in July of 2022. This vehicle broke down on May 25, 2024, and I had it towed to Sam Leman due to the engine light being on, engine was dying, and the car being sluggish. I waited a week to get a diagnosis. The vehicle had a cylinder 2 misfire. A valve broke off and a piece fell down into the cylinder. They told me that the engine had to be replaced. I have extended warranty on the vehicle through **** ********** ****. To make a long story short, the process was very tedious. The warranty company had to send out an adjuster, make a decision, then the repair process. I told my service advisor multiple times that we need to speed up the process because I need my vehicle back ASAP for transportation to and from work. I tried to get a loaner but the warranty company would only cover 2 days no more than $35/day. I spoke to the service manager about a loaner, and he said they don't have any loaner vehicles, all their fleet vehicles was taken away from them. I was without my vehicle for 46 days without a loaner. I had to burn over 100+ hours of sick/vacation time at work because I didn't have reliable transportation. Using a taxi or **** was too expensive everyday. I had to pay a $100 deductible plus $97 for the oil and fluids when I picked my vehicle up after being without it for 46 days. My vehicle still performed unsatisfactory. It's was sluggish. I took it back in. They test drove it and found nothing. I got the vehicle back for a few days. Engine light came on again. I took it back in. My vehicle needed a new turbo. The turbo is part of the engine, and it should have been properly inspected the first time around. I had to file another claim with the extended warranty, and go through that process again to have the turbo replaced. I was without my vehicle again for two weeks. I had to pay another $100 deductible. Only allowed 1 day vehicle rental. I used up all my vacation time.

  Customer Answer

  Date: 08/07/2024

  Sam Leman had my car in their shop for 46 days from May 27th until July 12th 2024. I tried to get a rental vehicle so I could get back and forth to work. My service advisor ****** ***** told me that the warranty company (**** ********** ****) would only cover 2 days of rental no more than $35/day. I spoke to the service manager at Sam Leman about a rental and he said they don't have rental vehicles anymore. I can't afford over a month in rental fees or take an **** or Taxi everyday back and forth to work. Way too expensive! I had to call off from work due to lack of transportation and use over 100 hours of my vacation and sick time at work so I would not have short paychecks. I live paycheck to paycheck, and bills don't stop because my vehicle is down and being worked on. I want restitution of $2,000 for my vacation and sick time that I had to burn because I didn't have reliable transportation to and from work, and I should have been provided a rental either by Sam Leman or by the warranty company considering how long I was without my car! I am highly upset about that! When I received the car back after the 46 days, I had to take it back in two more times because of poor performance. The car was sluggish. The first time they couldn't find the problem. The second time I had an engine light, and they said I needed a new turbo. I was without my car again for another 2 weeks and I went through the warranty process all over again with my extended warranty company. I asked about a rental vehicle again, and this time I was told by my service advisor, I could only get 1 day covered. So, in total, Sam Leman had my vehicle in their shop for over 2 months between the three different times it went in, and I was never given reasonable accommodation for a rental vehicle. This really caused a hardship on me transportation wise. It's not fair that I had to use all my vacation time and sick time because I couldn't get back and forth to work. I want RESTITUTION!!
  
  Additionally, I want a $100 refund for the last time I had to take my vehicle in for repair. The Turbocharger is a component of the engine. When my vehicle was in there the first time to have the engine swapped, they should have inspected the turbo. They didn't. I had to pay a $100 deductible the first time for the engine swap plus $97 for the oil and fluids, and then I had to pay another $100 deductible for the turbo replacement. My car shouldn't of had to go back in for repair after I received the vehicle back the first time. The first $100 that I paid to have the engine swapped, should of paid for the turbo as well. It's not my fault they didn't inspect this part!
  
  I want $2,000 in restitution for my vacation and sick time that I had to burn because of no rental vehicle given to me, and $100 refund for the last deductible for the turbo that should have been spotted when the vehicle was in the shop the first time during the 46 days.
  
  If Sam Leman is going to do this to their customers and sell extended warranties without reasonable accommodation for people in my predicament and needs a rental, then I will take my business elsewhere! This is about principle!!! That's how I am looking at it!
  

  Customer Answer

  Date: 08/27/2024

  I am still waiting for a response from Sam Leman. I am requesting a restitution amount of $2,000 for the reasons that I have previously explained. I want this settled peacefully without legal involvement. However, if I do not receive a response/satisfactory restitution agreement amount by September 15, 2024, I will seek legal action against Sam Leman. Yes, I will lawyer up, and take Sam Leman to court! I bought the extended warranty and it's unethical to keep the customer's vehicle for over 2 months without providing a loaner vehicle. I had to use up all my vacation and sick time at work due to lack of transportation. Unacceptable!!!!

  DO THE RIGHT THING OR I WILL SEE YOU IN COURT SAM LEMAN!!!

  Business Response

  Date: 09/06/2024

  Dear BBB,

  We apologize for not responding to your communication, but do not see that we had received it. It may have been on our end.

  We wanted to share that the process involved in a major repair involving a warranty company is often cumbersome. The warranty company controls much of the process as they take steps to ensure the repair is under their policy coverage. A larger dollar repair will almost always include an outside inspector to come to our shop, regardless if we already diagnosed the issue. This adds further delays. We are only allowed to repair items approved by the warranty company. The turbo was originally not approved for repair. This was frustrating, but as stated we are required to follow their processes and can only complete pre-approved work. Deductibles and some items needed for the repairs would be the responsibility of the owner. This is common on extended service contract. It is also assumed that the owner would be without transportation during the needed repairs. it would not be the responsibility of the warranty company or a dealership to accommodate those issues. We understand the frustration involving some warranty related repairs, but feel the alternative of a major break down without coverage would have been much worse.

  Sincerely,

  Sam Leman CJD Peoria

  Customer Answer

  Date: 09/14/2024

  I am rejecting this response because: I do not believe that I was treated fair in this. Here I paid for the extended warranty, and Sam Leman or the warranty company should have offered me a rental vehicle for the 2.5 months while my car was being worked on, so that I didn't have to burn all of my benefit time at work. Which was over 100 hours between my vacation and sick time. I am very upset about that! I still may seek legal advice/action because I shouldn't have had to use my benefit time or take unpaid days off from work because of lack of transportation during the repair process. I'm looking at the principle here!

   

  
  

• Initial Complaint

  Date:01/17/2024

  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.

  see Attached document

  I want them to fix my truck I didn't have it 6 month before it start to act up so I took it back in and they want do nothing I want them to do right and fix it. I am gong to send copy of time I took it in. 

   

  Business Response

  Date: 01/24/2024

  Dear BBB,

  We are aware of Mr. ********** issues. On the original visit, we replaced his transmission under the extended service contract that he purchased. There was an original mishap with the transmission order, so on behalf of the customer, we worked with the service contract company to extend rental coverage. The second visit was due to a TCM module. It was determined that the TCM module was not covered due to water intrusion in the headlight that seeped into the connecter that delivers power to he TCM module. As expected, an eight year old vehicle may have mechanical issues not covered by a service contract that would be the responsibility of the owner to repair. If there are any issues outside of these two known problems, we would invite Mr. ******** to visit our shop to see where the extended service contract or the warranty on the replaced transmission can help. 

  Sincerely

  Sam leman CJD Peoria

• Initial Complaint

  Date:09/12/2023

  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.

  09/09/2023 I was sold a car and it was supposed to be pending inspection. On 09/11 I got an email of the things completed for an inspection, that had no indication of mechanical issue listed in the e-mail and no official sheet of the information actually inspected w/ a mechanic signing off. I picked up the vehicle on 09/12/2023 and the moment we pulled off the car lot 10 mins later onto the interstate home which is 45 mins away with the vehicle the check engine light came on. I sent a picture of the light and miles and was told by skip that cars are a machine and I should purchase a warranty. Negating the 15days warranty 500 miles as a first resolution, and preceeded to tell us he was fixing it to be kind it was not their job to fix it but they would.

  Business Response

  Date: 09/14/2023

  Dear BBB,

  We have reached out to the customer to invite them back into the dealership to correct this issue. At this juncture they have not accepted that offer.

  A check engine light is not covered under the Illinois Implied Warranty.  The Illinois Implied Warranty has very limited and specific coverage. As a goodwill gesture, we extended the offer to correct the noted issue. While we feel that we should have the opportunity to correct the issue, we also understand that we can not force a customer to accept that goodwill gesture.

  We encourage the customer to reach out to us to schedule an appointment to resolve the issue.

   

  Sincerely

  BMW of Peoria

  Customer Answer

  Date: 09/14/2023

   I am rejecting this response because:
  We have spoken to this dealership in depth. In the last almost 48hrs, especially today. This car is shaking and has a check engine light on. We have been ignored completely on this issues and matter from **** the finance manager, to ***** now the sales manager. 
  
  

  Business Response

  Date: 09/27/2023

  Dear BBB,

  While we believe we should have been given the opportunity to correct the issue, it appears the customer was unwilling to extend that courtesy. As such, we accepted their offer to return the vehicle. We will consider this complaint closed.

  Sincerely,

  BMW of Peoria

   

  Customer Answer

  Date: 09/28/2023

   I am rejecting this response because:
  My $1,000 down payment has not been returned to me since they picked this vehicle up 9/20/2023. This complaint is not closes until then. I also did not receive a copy of someone from the company signing off on paperwork I signed for my records. That is still needed an email requesting this was sent on 9/20 I have still not received one.
  
  

  Business Response

  Date: 09/29/2023

  Dear BBB,

  The customer signed a legal and binding contract. As such, we processed paperwork including license and title work.  We allowed her out of that contract and will refund any money after we have verified that we recovered Illinois taxes, license, title fees, and our title is converted back into our ownership. Since Illinois processed the title work, it is in the clients name. Any fees associated with the unwinding of the deal will be deducted from the $1000. That amount, if any is normally insignificant.  As stated earlier, we were never given the opportunity to resolve the issue which is an expected clause under the Illinois Implied Warranty.  We will forward a check as soon as we ensure that we have recovered taxes, license and title fees, and the title is legally back in the dealerships name with no encumbrances.

  BMW of Peoria

  Customer Answer

  Date: 10/02/2023

   I am rejecting this response because:
  
  
  I have the legal rights as a consumer to forgo said transaction within 3 days no questions asked within the state of Illinois.  I want the pages signed when the car was picked up, by the dealership. If things are returned to your name there would be no fees attached to such purchase given the paper I signed said I never took ownership nor own it. Forward the copy of that paperwork to me with the dealership signature, money returned and work better at being a truthful and honest dealership with disclosure of mechanical issues formally.

• Initial Complaint

  Date:07/12/2023

  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 purchased this vehicle in may of 2022, I traded in a brand new 2022 Chevy track for this Jeep I still have in my possession. I was told nothing was wrong with the Jeep, and there was a full inspection done prior to having the vehicle placed on the lot. A week later after purchase my Jeep started having some coolant leaks and overheating. I live two hours away so I cannot drive this Jeep down to Peoria to get this fixed. So I got it fixed a local shop where I live where they we’re able to fix it. So a couple months pass by and my car starts to have more and more problems and ever since I got purchased this vehicle from Sam Leman I’ve been having to put in at least 10,000 worth of repairs. I tried calling to find a solution or replacement and couldn’t get thru to anyone. All I was offered was to take it to another Jeep dealership with my extended warranty that “doesn’t cover anything” and have it fixed there. Keep in mind I traded in a almost brand new vehicle and I’m stuck with this lemon Jeep! I was told I couldn’t return the vehicle so my only hopes were to get it fixed, instead of being happy with my dream car it turned out to be the worst car ever.

  Business Response

  Date: 07/19/2023

  Dear BBB,

  As stated this vehicle was purchased in May of 2022. The customer traded down to a 2012 Jeep Grand Cherokee with @114,000 miles. We did cover some initial issues on 5/7/2022. We have not heard anything since that date until the customer reached out to us on 03/24/2023 requesting a copy of the extended service contract which we supplied. The vehicle was inspected before it was posted for sell. 

  This was a ten year old used vehicle with over 114,000 miles. It is expected that problems may arise. The extended warranty does not cover all items, but we recommend that they keep an open line of communication with them as potential claims arise. The vehicle would have had an Illinois Implied Warranty which has expired. As such any repairs not covered by the Extended Service Contract would be the responsibility of the owner.

   

  Thank you

  Sam Leman CJD Peoria

• Initial Complaint

  Date:12/07/2022

  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.

  In February of 2022 I purchased a vehicle with a 2,000 down payment. They ensured they inspected the vehicle after having me wait for over 4hrs. Once I received it the vehicle was making noises. I wanted a different one they explain they would fix it. They replaced the engine under warranty. The car still did not operate right they would not let me replace the vehicle. The engine is now out again well under year later. The car has been in their service department multiple times and they never did check it over throughly to see that the engine was failing but kept charging me for other parts claiming that it would fix the problem.

  Business Response

  Date: 12/14/2022

  Dear BBB,

  The customer purchased this vehicle on 2/28/2022. A used car inspection performed at one of our sister stores. The inspection did not reveal nay pre-existing engine problems.
  The vehicle came into our Peoria location on 3/15/2022 with a concern of the motor making noise and rear air not blowing properly. No work was performed at that time. The vehicle came back in on 3/30/2022 with a motor noise and rear air inoperable. We found a rod knocking from the engine and rear a/c line leaking at the fitting. C.A.R.S. warranty covered the engine repair and we replaced the engine and the rear a/c line. The customer's share was $116.19.

  The Sales department placed her in a courtesy vehicle at no charge while the engine was replaced. During that time the customer damaged the vehicle. The Sales team looked past this at that time due to the circumstances.

  The vehicle was towed in on 10/25/2022 with a no start, no crank condition. Battery failed the load test and we replaced it. After the battery replacement, the  vehicle started and ran as designed. Customer paid  $316.77
  The vehicle was towed back in on 11/3/2022. When the tow company arrived to tow the vehicle, the vehicle started and the tow company drove the vehicle on the flatbed. When we received the vehicle the vehicle started every time, was test driven several times with no issues. The advisor started the vehicle, pulled it up for the customer, shut it off, and when the customer went to start the vehicle the vehicle would not start. We performed a diagnosis while the vehicle was disabled and found that when the tech manual activated the system relay with a magnet the vehicle would start. The tech tested the wiring to the system relay, power and ground inspected o.k. We replaced the system relay, and the vehicle started as designed.  For customer satisfaction We paid the tow bill for the customer and paid for the relay and all labor associated with this repair. 

  The customer came in about 5 days later and they were still experiencing intermittent no start conditions. I explained at this point the vehicle would have to go to Hyundai, we had exhausted our capabilities with being able to communicate with the vehicle. Hyundai had the software and capability to communicate with the vehicle. At some point the customer took the vehicle to **** ******* they inspected the vehicle and contacted C.A.R.S. warranty for coverage C.A.R.S. stated they wanted the vehicle torn down to the point of failure and needed the customer to give authorization. The customer refused. 

  The customer came in on 12/7/2022 and spoke with our mangers. It was explained that whether **** ****** or *** ***** worked on the vehicle we would still have to tear the motor down to the point of failure for inspection.  It was explained with the extended warranty company sending us the engine we have no warranty on the mechanical portion of the repair, we would only have workmanship. She spoke with sales about trading her out of the vehicle at which time they informed her she would need a co-signer.

  **** ****** explained if the failure is a covered item there is $3800.00 on her contract available for the repair. She denied all tear down and any more further diagnosis or repair. While trying to assist her, we learned that the vehicle had been driven over 14,000 miles with no service records. The warranty company stated that they would require proof that the vehicle had been serviced since the new engine was installed. We do not believe the customer properly maintained the vehicle as required by the warranty company and all coverages would be declined unless said proof was produced.
  We believe that we extended many good-will offers to try to assist our customer. This included covering some repairs and accepting the damage caused by the customer on the loaner. It was hard to extend further help once it was learned that the customer did not service the vehicle causing any coverage to be denied due to lack of maintenance.

  *** ***** CJD Peoria