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:05/30/2023

  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.

  (Paraphrasing due to character limits) I have had several interactions with this business, they replaced my front brakes, tires, and I've had several oil changes over the past year. 5/20/2023, I took my vehicle in for an oil change and to replace the rear brakes. Dropped my vehicle off on 8:30 am for a 8:45 am appointment. *************************** was the service consultant to check me in. At the time of drop off, he alerted that their sensors showed the back alignment of the vehicle needed to be looked at to which I agreed in addition to the scheduled repairs. 12:30 pm, I was called and ****** stated that the mechanic found that my car was leaking oil in 3 places (oil cap, transfer case, another one I can't remember). Since they'd have to take the motor out, this would be over 26 hours of labor and would cost ~$5,000. This was a complete shock. We explained we didn't have the money and the warranty expired. He said we could finance this through their local lender (sunquest) but it was better to get this done now before something bad happened and either damaged the car or worse. We stated to complete what was originally scheduled (brakes and oil change) and if we could get an itemized receipt of the quote so we can break this up in pieces. ****** said he could do this but when we got to the dealership all that was provided was a multi-point inspection with a quote that stated "miscellaneous oil leaks" and estimated cost of ~$6,000 which was different than what was originally stated . We decided to take this to another mechanic and the mechanic stated there was a slight oil leak around the cap but nothing else and the alignment was fine. Assured that we can wait until we perform the 130k mile service unless something changes between then and now. Reporting so hopefully this doesn't happen to someone else where this dealership can scare people into unnecessary costly repairs.

  

  Business Response

  Date: 06/12/2023

  We will answer concerns in order of his letter. 1st when car came in it showed it needed an alignment. Please see pdf labeled ro66258b. it is date stamped along with picture of his car and Vin # of his car it will show that the car was out of alignment in rear, as was stated at write up. 2nd to address oil leaks, please see all attached pictures in this e-mail. It will show all the leaks that we noted on Repair Order. As stated in BBB letter ********************** states that another mechanic told him there was a slight leak around oil cap and nothing else. The pictures will show that the car had mutable leaks. Last item to address was that at pick up he was not told what was needed. Please see pdf labeled ro55258a, it will show that the items leaking is listed and the estimated of $5623.59 is on Repair. This is a copy of the customer copy he was given. The Attached documents will show that at no time did we try to sale any unneeded work.
  Please let me know if you received it and if you have any questions.
   
  Best Regards,
  *************************
  General Manager

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20121470
  
  I am rejecting this response because:

  we were not shown any of these pictures of the vehicle at the dealership or anytime after.  We were also not shown the *** that listed out all the necessary repairs to the vehicle. The only document that we received was a *** that said various oil repairs. We did have the vehicle independently looked at by a certified GM mechanic, and  he did agree that the vehicle does have some minor oil leakage . However, he stated The repair was not necessary at this time. He did recommend that the repairs be completed, but at a time that when the engine of the vehicle would have to be removed for other reasons, as the majority of this cost in repair was for labor for removing the engine.

  We agree that the vehicle is leaking oil, but the dealership has made it sound a much bigger deal than it was, and we felt very pressured to make the repair.

  we appreciate that Fox Valley made us aware of the issues to our vehicle. But we did not appreciate that we were being pressured into spending almost $6000 into repair that was not needed at this time. Also, as we were walking out the door we were told by ****** the salesman there by the way, your spark plugs in the change as well and at that time it felt just like a kick in the teeth.

   

  Head fox valley provided us the pictures in the ***s as we requested when we picked up the vehicle we would not have made a report.

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/09/2023

   
  Hi Norm , 
  I received the answer from are system provider.Unfortunately are system is not allowing to get the information was sent to the customer because time.
   
  At the time when vehicle was in are service department the customer was advised via phone and text about the vehicle problems.
  If a vehicle has required any type of repair except oil change and tire rotation will receive a text with recommended repairs (picture) and a follow up phone call.
  Also at  the time the vehicle is getting picked up customer will receive a copys with all recommended repairs itemized (customer copy).
   
  Please let me know if you have any questions.
   
  Best Regards,
   
   
  **************************
   

• Initial Complaint

  Date:05/08/2023

  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.

  Had my car serviced there and is was covered under warranty and they tried to charge me extra **** and couldnt tell me for what because they had a new system even when it was covered under warranty and couldnt explain for what

• Initial Complaint

  Date:12/27/2022

  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 recently bought a Audi A5 from this dealer. Car had a warranty , and looked really nice. At my second week with my new Audi , car has suddenly stopped. i paid out of pocket to get it towed. Dealer said issue is fuel pump. They said, they will change it, but i needed to pay 100$ more dollar deductible out of my pocket. I said ****, things happens. After they said everything has been fixed i took the car from dealer and came home. But shortly after (literally in 4 days) car has stopped again. But this time it was on highway, and my family was in the car. Car has suddenly stopped in the middle lane of the highway. Since it stopped on the middle lane, i couldnt moved it to the side way. It was so dangerous, i felt that i was so close to death. But i was not even thinking about my own life, cause my wife and my kid were crying in the car. We finally moved it to the side way, and started to wait for tow company.It was frozen cold , me and my family almost got frozen. Towing company came so again i had to pay for 200$ more for towing. So my question is , why would you give me the car and say it was totally fixed but before this question, my first question is Why Would You Sell Broken Car at the first place. These people put my and my famils life in a danger. So i am expecting an apology first, then they have to fix my car, if they cant fix it i want my money back, also i am asking for all the expenses to be reimbursed, i dont feel like paying more deductible for newly purchased car. If i cant get any help from dealer, i will give an update for everybody.PLEASE CHECK THE **** YOU ARE BUYING FROM THIS PLACE!!!!

  

  Business Response

  Date: 01/09/2023

   In regards to the Audi A5,we made the repairs. This vehicle would not have been able to run properly if something was wrong at the time of the purchase. I spoke with Mr. **** and he is seeking payment for the difference on the towing bills. We are in contact with the extended warranty company for full reimbursement for both towing bills.

  
  
  Thank you!