New Car Dealers
Lou Bachrodt Auto MallThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Lou Bachrodt Auto Mall's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 13 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/27/2024
Type:Service or Repair IssuesStatus: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 bought a 2018 Chevrolet Colorado back on 03/19/2021. They sold me a 6 year extended warranty for $1,941 that says on invoice effective date 03/19/2021 for 72 months. I recently took it into another dealership for repair and they told me it expired 01/01/2024, well that's not even 3 years outta the 6 year warranty. I called them up and talked to a guy in financing and he said he would look into it and call me back, he never did and made a few more calls and left messages to call me which he never did. I even drove 40 minutes to dealership to talk to him and 2 people took my name and # to give him to call me. They basically washed their hands of the situation and me. I'M VERY UPSET WITH THEIR DEALERSHIP AND HOW THEY TREAT THEIR CUSTOMERS!!!Business Response
Date: 09/03/2024
Hello ****! My apologies for any miscommunications on behalf of the team here at *****************************. I'm still trying to track down exactly who was meant to return your call but would like a chance to make things right by offering a you a 2 year warranty for future service at any dealership. We are looking into where we dropped the ball to avoid any future inconveniences. If this option is something you'd be interested in I encourage you to contact me directly.
*********,
*********************************, General Manager
*********************************************
*************
Customer Answer
Date: 09/10/2024
Complaint: 22202789
I am rejecting this response because: I paid for a 6 year extended warranty that I paid $1,941 for. I didn't even get 3 months warranty out of it. ALL I WANT IS WHAT I PAID FOR!!! I'm not asking for anything more than I paid for and I'm not accepting anything less!!! I also want to be reimbursed for the $643 repair I paid for! And again, I called ******* to explain it to him, left 2 messages and won't return my calls. VERY DISSAPOINTED!!!!!!!!!
Sincerely,
***********************Business Response
Date: 09/13/2024
Hello ****,
Glad we finally got to chat yesterday! Looking forward to meeting with you on Monday to sign that additional warranty paperwork. At that time we'll also have a check for $643 to reimburse you for the previous repairs not covered. Any further questions or concerns feel free to email me anytime!
Sincerely,
*********************************, General Manager
*****************************************************
Customer Answer
Date: 09/17/2024
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,
***********************I went over but ******* wasn't there because of death in family. Was reimbursed for repair, but they're working on extended warranty.
Initial Complaint
Date:05/01/2024
Type:Sales and Advertising IssuesStatus: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 used vehicle on 4/13/24. I was told after all paperwork was signed that the car did not have a front license plate bracket and did not have two key fobs. I was not informed of either of these until after the purchase. Another key fob costs around $200 and there's additional costs to have it programmed and key cut. The bracket alone which should've been standard with the vehicle since front plates are required by law in ******** cost $36 to ship and I'm still waiting on the hardware to come which was another $25 plus will have to pay to have it installed as well. I should have been told of these additional out of pocket costs during negotiations on price of vehicle. I've reached out multiple times only to be told they'd consider reimbursing me for cost of the bracket, a mere $36. I said I felt the 2nd fob and programming/cutting should also be reimbursed since I did not get to negotiate this and was only told after loan paperwork was signed. I was then told by the sales person that a manager would call me and discuss but that did not happen. There are features on the vehicle that will not work without a second key fob such as teen driving mode which is a feature that attracted me to this vehicle as I will have a teen driver soon. None of this was in the vehicle description online or mentioned to me until after purchase. These additional costs will run an estimate of between $400-$500. I feel the dealership should provide or pay for the additional fob, programming and key cut and cost related to the bracket because of their own omission and neglect to inform me as a customer. I should've been given the opportunity to negotiate these costs into the purchase price not have to deal with this deception after the fact. Also the list price online did not include the price of a certain warranty I was told was non-negotiable ****** certified) upping the price nearly $2k from the advertised price. They are very deceptive in their business practices.Business Response
Date: 08/07/2024
If this matter has not been resolved please contact General Manager *********************************. Customer Answer
Date: 08/13/2024
Complaint: 21651908
I am rejecting this response because I reached out to ********************************* as requested in their response to the original BBB complaint. I sent and email and left a voicemail trying to touch base with him to see if we could come to a resolution regarding my complaint and he never bothered to write or call me back. ************ has made no effort to resolve these issues.
Sincerely,
*********************Business Response
Date: 08/15/2024
Hello ****!
My apologies for the delay. I've been out of the office all week. I did not receive an email but just heard your voicemail. Will be reaching out shortly to reach a resolution with you.
Sincerely,
*********************************, General Manager
Customer Answer
Date: 08/21/2024
Complaint: 21651908
I am rejecting this response because:I did speak with the dealership. The key fob has to be ordered so there's been no resolution as of yet. I'm supposed to be getting a call once it's in so still waiting on that.
There was no mention of reimbursement for the factory ordered front plate bracket and hardware during discussions. Those items were purchased by myself and cannot be returned for a refund so that's money out of my own pocket. There was also no discussion on the online price vs the actual price (which included a warranty I was told was mandatory and price non negotiable).
Sincerely,
*********************Initial Complaint
Date:10/20/2023
Type:Service or Repair IssuesStatus: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 went to drop my car off to get worked on last Tuesday my car sat there till Friday with nothing done to it the business did not contact me to update me I went to pick up my car because they would not work on it last Friday now I cant get a hold of them to reschedule my appointment I try reaching out to the service manger he never picks up his phone and wont return my callBusiness Response
Date: 08/07/2024
Customer returned for a dignostic in November but did not approve repairs. Initial Complaint
Date:09/15/2023
Type:Service or Repair IssuesStatus: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.
Information was to long so I provided detailed description in attached document.Business Response
Date: 08/07/2024
Referenced attached document not included. We are not currently aware of any continued issues or ongoing concerns. Initial Complaint
Date:08/14/2023
Type:Service or Repair IssuesStatus: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.
Let me start with my purchase 0f a 2017 GMC Terrain Denali, for which I was talked into the extended warranty. I called to schedule a brake job rotors and pads, asked the person on the phone to make sure this was covered by the warranty, he exclaimed that is was therefore i made the appointment, ( everytime I take my car in I get the same man ***** who helps at the desk. I dont like him and he doesnt like me either, weve had issues in the past with him treating myself and others rudely. ) so of course its him again I drop the car off 2 hours later I get a call saying its going to be over ******** to fix. we go back and forth about the warranty,he says its not covered I ask for a copy of the warranty he cant or wont supply one, then turns around and charges ****** for a brake inspection and oil change. I never asked for the oil change 1st of all and 2nd why are they charging me for an inspection??? Took the car home and parked it,, still waiting 3 weeks later for a copy of my warranty I'm paying for.. I'll never send anyone there to purchase a car or anything else.Business Response
Date: 08/07/2024
Customer was here 7/17/2023 and declined repair. Service Manager explained that brake pads and rotors are wear and tear items not covered under warranty. If customer still has received a copy of her warranty reach out to General Manager ***************************************************** Initial Complaint
Date:06/21/2023
Type:Service or Repair IssuesStatus: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 bought a 2012 **** f350 from this dealership for $36,000 on 6/10/23. I was told that they fully inspected the vehicle and replaced the brakes. upon leaving the dealership i got on the highway and immediately got death wobble/ violent shaking. i took it back to the dealership and made the salesman drive it. he experienced the same thing and said "we clearly didnt inspect this vehicle". they told me that they will get it fixed first thing on that monday. When i called monday they said its going to take a couple days because they had to order parts from ****. They finally gave me the truck back on thursday. I took it on the highway and still was experiencing the death wobble/violent shaking. I had a **** mechanic look at what the dealership replaced on my vehicle and he told me that the parts they put on are not **** parts. i called the dealership and told them about how it was still happening and that these are not **** parts. the manager proceeded to tell me that "idk who told you we were putting **** parts on but we didnt" i called him out on 3 different lies that this dealership told me and name dropped the people to him. i told him i do not want them touching my vehicle anymore and that i want to take it to a **** to have them repair it correctly. He said they cant do that, best they can do is have me take it to a **** of my choice, have it inspected and get a quote for the repair, then to have it towed to a **** dealer by them (2 hours away) for a second opinion from his "buddies" **** dealership. then to have it towed to *** bachrodt so they can do the repairs, and if i wanted **** parts on the vehicle i would have to pay the difference. This vehicle is unsafe to drive and almost caused me to crash at least 10 times.Business Response
Date: 08/07/2024
Vehicle was repaired at no charge to customer Initial Complaint
Date:06/12/2023
Type:Service or Repair IssuesStatus: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.
To summarize, I had a 2007 GMC Yukon with recurring issues. I took it to different mechanics who couldn't diagnose the problem. Eventually, I went to *** Bachrodt on April 7th, 2023. They identified a corroded Fuse Block and quoted over $1500 for replacement, assuring it would fix the problem. Later, they said I needed a crankshaft sensor for an additional $600. After a few weeks, they claimed the truck was fixed, but the issues persisted after driving **** miles. They diagnosed a bad engine without informing me of other potential issues. They refused a full refund but offered a $600 credit towards a $10,300 remanufactured engine. I feel cheated and wasted $2000 and 7-8 weeks of my time. Be cautious dealing with them.Business Response
Date: 08/07/2024
It is nearly impossible to predict when something will go wrong on any vehicle with ******* miles on it. Initial Complaint
Date:02/23/2023
Type:Service or Repair IssuesStatus: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 have a 2016 Acadia currently at *** Bachrodt dealership ******** right now to be completed for pickup tomorrow Friday Feb 24th. We took it in for a quivering transmission as we found out it is a common issue with this model. There is not a recall, but the 3rd party warranty through GM is ligit for our vehicle with 64K miles. We are being told $200 which is the repair ************* $1,000 to cover the difference of what *****************************'s labor rate and what they receive from the warranty company. We feel we are getting ripped off for the $1,000 since ** passed house bill **** in 2021 to pay mechanics what the warranty company pays the dealership for labor. All the labor should be under warranty, we should be only paying the $200 as contracted with ***************************** when we purchased our vehicle. Please let us know if this dealership is known for rip offs as far as warranty repair work. Is this legal?Business Response
Date: 08/07/2024
We don't dictate the labor rate that warranty companies cover. This customer's bill was $200 (deductible). He wrote a check for that amount and warranty paid remaining $3,075.91. Initial Complaint
Date:02/19/2023
Type:Service or Repair IssuesStatus: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.
Jan-***** I took my car in because it starting jerking and would lose speed controll, they said I needed a turbocharger, new exhaust gasket, that was $822.03 I went back Fed 17 same problems only this time different stuff they said wrong with ,I just don't understand how I'm having the same problems yet now they are saying something else is wrong with it , customer service wasn't really helpful in explaining it , I arrived at 10am it wasn't until I ask for a manager that I was able to get so information, $ ******** is what they want nowBusiness Response
Date: 03/02/2023
We had ******************** bring her 2017 Buick Encore to get reinspected.at no charge. It was communicated. that we would have to take down portion of the engine to determine cause of failures. ******************** declined any further diagnosis. Being that her car is 6 years old and out of warranty, there is nothing else we could do for her at this tiime. We did offer to take her car in on trade and keep her payments the same or close to what she is paying now. ******************** was given all the information but declined at this time.
Thank you,
*********************************
General Manager
Bachrodt Auto Mall
Initial Complaint
Date:02/07/2023
Type:Service or Repair IssuesStatus: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 have an extended warranty on my 2016 Buick LaCrosse. We brought the car to ***************************** have several issues looked at. We were given a paper stating with the issues we wanted addressed were, and they fixed something that they were not asked to even look at charged us money for our extended warranty program that we didn't even need to pay and I've been trying to contact them for over a month and they refused to return my call or give me a refund. I don't know what else to do I've been very kind they know that they made a mistake they admitted they made a mistake the admission of the mistake came from ********************* who is the service manager and they just stopped returning my calls all together they owe us a total refund of $303 they also owe when ************************* a refund because they fixed something that we didn't even ask to have looked at nor did we authorize them to fixBusiness Response
Date: 08/07/2024
According to our records this refund was completed. If not the case please contact us to remedy. Customer Answer
Date: 08/14/2024
Complaint: 19348991
I am rejecting this response because:
I was just contacted Yesterday by waiting in ***** who told me she was going to inquire about the status I forwarded her all of the information between myself and the Better Business Bureau over the last year and a half so it is not been resolved yet I believe that communication with this woman should get the situation resolved
Sincerely,
*********************Business Response
Date: 08/15/2024
Hello *****!
My apologies for the delay. I've been out of the office the last few days. I was under the impression this had been squared away but clearly not. I've asked my Office Manager to cut a check for you today. Our Service Lane Manager whom you recently spoke with will be reaching out as well. Thank you for patience.
Sincerely,
*********************************, General Manager
Lou Bachrodt Auto Mall is NOT a BBB Accredited Business.
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