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:06/06/2025

  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 am filing a complaint due to Laurel BMW of Westmont's failure to process a refund for canceled services and due to the unprofessional and hostile conduct of their finance employee, *****.The timeline of events is as follows:Prior to January 31, 2025: I initiated a request to cancel my extended warranty and other service contracts purchased with my vehicle.January 31, 2025: I followed up with finance employee *****, who stated, "I will check today and update." I received no update.February 4, 2025: After more follow-ups, ***** claimed he was "still waiting for *** confirmation." February 7, 2025: ***** stated, "Everything is submitted and we have to wait ***," and then unprofessionally remarked, "Once i started the process it is about *** not me." March 3, 2025: A full month later, with no progress, I contacted ***** again. He stated he would "follow up with them when I'm back to work next week." March 11, 2025: ***** promised resolution, stating, "They should finalize it by tomorrow or end of week latest." Later, he told me the refund was "Finalized" and would appear on my May statement. Late May 2025: The May statement arrived with no refund applied. I informed ***** of this, explaining the refund was not on the statement as he promised. His response was, "I don't care."June 2025: When I pressed for a next step to get this resolved, ***** refused to help, accused me of harassment by stating, "You are harassing me," and told me his next step was to "report this." As of today, June 5, 2025, it has been over five months and I still have not received my refund. The dealership's employee has been deceptive, unprofessional, and ultimately hostile, refusing to perform his job duties and leaving me with no path to resolution. I have all communications documented in screenshots.The service promise from Laurel ***'s finance department seemingly expired the moment the sale was complete.

  Business Response

  Date: 06/19/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23432842
  
  I am rejecting this response because:
  I am writing to formally re-open Complaint ID: ********. The business's response on June 20, 2025, did not resolve the issue.
  Following the escalation to AutoNation's corporate office (Ticket # RITM3145829), the company has become completely unresponsive. I sent multiple follow-up emails in late June and July to a group including managers and the General Manager, all of which were ignored.
  My final email, sent on July 12th, explicitly stated my intent to file formal complaints if I did not receive a response by July 15th. That deadline passed with no communication from anyone at AutoNation.
  The problem remains unresolved nearly eight months after my initial cancellation request in January. The core issue is a refund for $10,930.00 in cancelable products, which must be backdated to my original request date. AutoNation's own cancellation form, which I have attached, lists the request date as January 11, 2025.
  I have attached new supporting documents, including:
  The complete email chain from June and July showing the corporate office's failure to respond.
  A document verifying the specific products to be canceled(from their forms, with my signing correspondence within the first pdf).
  Me attempting many times and giving them more time to just respond, in a separate email.
  Thank you for checking this out, and please do let me know if more information is required.
  Sincerely,
  ****** **
  Sincerely,
  
  ****** **

  Business Response

  Date: 07/24/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:03/15/2025

  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.

  10:20 Maintance schedule For brake front and back on my car. The car wasnt take in until 11:30 after I was told would only take 2 hours. The case is I waiting offer 3 hours and my card was damaged in the inside with in service. When I asked about it they tried to cover it up with an excuse that my door handle Melted and that I was a **** l thing to have . Again my handle was perfectly in great shape prior to service today. What I noticed was a chunk of the door handle missing and replaced with black oil goo to cover up the mishap. When brought to attention service advisor ***** denied the situation and would not give a proper explanation. Out of annger from be lied to I had to leave before I got upset . The case is they damaeged my car and tried to cover it up. What ever material they used and super greasing and came off instantly on to my hand and also who ever alse was in the car Al least 3-4 different people drove the car . So they would have have noticed it as well.. but I was told it was me tied plastic , which is false

  Business Response

  Date: 03/31/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:02/09/2025

  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 am writing to formally escalate a serious complaint regarding the service I received from Laurel BMW of Westmont in ******************************************************************, involving my *** 550xi, 2016, Despite my patience and trust in *** service network, I have been subjected to over a year of failed repairs, excessive warranty claims, and ultimately, unfair treatment. On January 4, 2024, I brought my vehicle to the dealership due to a persistent check engine light issue related to a Fuel-air mixture running too rich. Over the course of more than a year, the dealership made multiple repair attempts and filed warranty claims totaling $16,515.96. However, despite these extensive repairs, the issue was never resolved. Once my warranty was fully utilized, I was contacted on January 29, 2025, and informed that the problem had finally been identified and repaired. However, when I arrived to pick up my vehicle, I immediately noticed that the check engine light came back on before I even left the service area, displaying the same fault code. When I refused to take possession of a vehicle that was still clearly not repaired, the dealership response was both unprofessional and unreasonable. I was threatened that my car would be towed if I did not remove it from their property, and they refused to provide further service, stating they were done doing business with me. Given the circumstances and the financial implications of their actions, I had no choice but to call the police to file an official report, documenting that I was being forced to take back a vehicle that remained unfixed despite the significant cost covered under my warranty. I am reaching out to BBB because the dealership handling of this matter is unacceptable and goes against the level of service and integrity expected from the *** brand. I have been without my car for over a year, subjected to excessive and unsuccessful warranty claims, and then dismissed and threatened when I rightfully refused to accept an unfixed vehicle.

  Business Response

  Date: 02/20/2025

  Thank you for bringing this concern to our attention. After completing a diagnostic, it was determined that the customer's vehicle requires an engine replacement. The suggested repair was also recommended by the manufacturer, ***, as well. The customer did not agree and did not approve repairs. 

  Thank you. 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22918852
  
  I am rejecting this response because:
  

  I am writing to address inaccuracies in the dealerships response regarding my vehicles service history.
  
  The dealership worked on my vehicle for over a year without successfully diagnosing or repairing the issue. Instead of identifying the root cause, they replaced multiple parts without resolving the problemessentially using my warranty funds on ineffective repairs. Their approach appeared to rely on trial and error rather than a precise diagnosis.
  
  At no point was I informed that my vehicle required a new engine. I was never provided with a formal diagnosis, repair estimate, or recommendation stating that an engine replacement was necessary. Therefore, the claim that I declined such a repair is completely inaccurate. Additionally, despite multiple requests, the dealership refused to provide the testing results for the components they replaced, stating that such information could not be shared. However, when I took my vehicle to another *** dealership, they had no issue providing complete test results and diagnostic details.
  
  The second dealership promptly identified the issue and confirmed that the problem was with the O2 sensornot the engine, as previously suggested. Their thorough testing and diagnosis ultimately resolved the issue, which the original dealership failed to do over the course of a year.
  
  I have attached documentation supporting this diagnosis for review. 
  

  Sincerely,

  **** ******

  Customer Answer

  Date: 02/27/2025

  Complaint: 22918852
  
  I am rejecting this response because: I am writing to address inaccuracies in the dealerships response regarding my vehicles service history.
  
  The dealership worked on my vehicle for over a year without successfully diagnosing or repairing the issue. Instead of identifying the root cause, they replaced multiple parts without resolving the problemessentially using my warranty funds on ineffective repairs. Their approach appeared to rely on trial and error rather than a precise diagnosis.
  
  At no point was I informed that my vehicle required a new engine. I was never provided with a formal diagnosis, repair estimate, or recommendation stating that an engine replacement was necessary. Therefore, the claim that I declined such a repair is completely inaccurate. Additionally, despite multiple requests, the dealership refused to provide the testing results for the components they replaced, stating that such information could not be shared. However, when I took my vehicle to another *** dealership, they had no issue providing complete test results and diagnostic details.
  
  The second dealership promptly identified the issue and confirmed that the problem was with the O2 sensornot the engine, as previously suggested. Their thorough testing and diagnosis ultimately resolved the issue, which the original dealership failed to do over the course of a year.
  
  I have attached documentation supporting this diagnosis for review.    
  
  Sincerely,
  
  **** George 

  Business Response

  Date: 03/04/2025

  The dealership completed repairs based on the manufacturers guidelines, as required as a franchisee. Furthermore, warranty repairs were approved by the warranty administrator because they followed the appropriate guidelines when suggesting repairs. Warranty repairs were then approved by the customer. 

  Thank you. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22918852
  
  I am rejecting this response because:
  
  I completely disagree with your response. The repairs performed at your dealership were either unnecessary or falsely documented to maximize warranty claims. You claimed my vehicle required an engine replacement and proceeded with extensive part replacements, yet another dealership correctly diagnosed the issue as a simple faulty O2 sensor.

  
  Not only did your team fail to provide any legitimate proof that my car required an engine replacement, but this also raises serious concerns about your dealerships practices. Either your technicians are not qualified to diagnose and repair vehicles properly, or your dealership is engaging in fraudulent activities to take advantage of customers and warranty claims.
  
  Both scenarios are completely unacceptable. I expect a clear explanation and a resolution to this matter immediately. 
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/04/2025

  Type:Order 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.

  01/04/2025 Cost of the car: $41991 Cost of Guard protection plan: $4981 When I was buying a car, I waited for the documents to be prepared for about an hour and a half, and during that time they didn't give me any documents to study. when we came to sign the documents for the car, I was offered to connect an additional protected plan for the car. I said that I needed more time to study and asked why they didnt give me this information while I was waiting for the documents. There was no answer. then the employee told me that I could study more detailed information at home and cancel this protection plan at any time. Since I purchased the car on credit, the amount of the protection plan was also included in the loan amount. when the employee said that I could canceled the protection plan at any time, he didnt say that my monthly payment would not change but would remain the same as what I would pay with the additional protection. Thus, the dealership employees limited my time in making a decision to purchase additional protection and misled me by not providing full information about my monthly payment. I applied to cancel the protection plan and asked to return the monthly payment to its original form, but neither the financial manager nor the sales manager could help me, so now my monthly payment is exactly the same as with the protection plan. I believe that not providing information about the protection plan in advance and not telling information about the monthly payment after its cancellation is misselling. This is an exploitation of the buyer's trust. I just ask to return my payment to the amount that I initially agreed to without including a protection plan in my debt. And I have no one else to turn to, I have only lived in the country for 2 years. Or maybe they decided to take advantage of my unprotected migrant status?

  Business Response

  Date: 02/19/2025

  Thank you for bringing this concern to our attention. After further investigation, it was determined that the typical and proper sales and finance processes were followed during the purchasing process. The cancellation information was provided to the customer when they requested to cancel the optional products chosen during the purchasing process. Proof of the customer's citizenship status was not requested during the sales process. 

  Thank you. 

• Initial Complaint

  Date:07/11/2024

  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 am writing to formally lodge a complaint regarding a 2017 *** M2 I purchased from Laurel BMW of Westmont on June 5, 2024. On the second day after the purchase, I began experiencing mechanical problems. The car was making two different types of noises while driving. Due to my demanding schedule as a 4th-year medical student doing rotations in various hospitals, I could not immediately return the car to the dealer. I arranged to take the car for a repair on June 18, 2024.When I received the car back on June 25, 2024, I was informed that the rear differential had been replaced. Unfortunately, the problems persisted, and I returned the car to the dealer on June 26, 2024. The service department has been attempting to diagnose the problem but has been unsuccessful. On July 9, 2024, I was informed that the car needed a new drive shaft and that the parts had to be ordered, with no estimated return date provided.Despite having only ****** miles and passing a thorough inspection, the car has been with the dealer since June 18, 2024.I have driven the car for less than 200 miles, and it has already exhibited significant issues. The persistent mechanical problems and the dealership's inability to diagnose and fix them have seriously undermined my confidence in the car's ************** an attempt to resolve the issue, I asked the dealer to either replace the vehicle or provide a full refund. The used car sales manager completely refused these options, instead offering to purchase the car back from me at a loss or as a trade-in. I then proposed accepting the car back with a 3-year warranty, but this proposal was also instantly denied.This misrepresentation and the dealerships refusal to offer a fair resolution is deeply concerning. I trusted their certification process, believing it ensured the vehicle's quality and dependability. Instead, I am left with a car that has spent most of its time in the repair shop and is still not functioning properly.

  Business Response

  Date: 01/22/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 21974126
  
  I am rejecting this response because: I am rejecting this response because: I have been repeatedly told that the noise is normal by everyone at Laurel **** So I took the car to an independent *** dealership to have it evaluated. They came to a conclusion that the clutch was responsible for the noise and needed to be replaced.
  I took the report to the Auto nation dealership in **********, I was told they don't think it's the clutch and will not replace it. I was told to take the car home and they will get back to me. I have not heard anything back from them.
  I am attaching the inspection report from ********** bellow. 
  
  Sincerely,
  
  ********** *****

  Business Response

  Date: 02/05/2025

  The management team recruited the BMW Regional Technician to diagnose the vehicle to ensure the proper diagnosis was completed. As the technician is an employee of the manufacturer, they were able to provide the most accurate diagnosis with the full knowledge of ***'s specifications. They determined that the vehicle was within the required specifications and did not suggest further repairs. As a franchisee, AutoNation must abide by the manufacturer's directions. 

  Thank you. 

• Initial Complaint

  Date:02/23/2024

  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.

  I purchased a *** 3 series M340i xDrive from this location in August 2023. It was certified pre-owned and came with 1 year manufacturers warranty. The car is prompting for a software upgrade. Certain conditions have to be met, such as the battery needs to be of a certain level. However, the battery in the car slowly discharges due to a defect (it was in the certified pre-owned previous owner service notes). Laurel BMW of Westmont REFUSES to help replace the battery and install the software upgrade, when the software upgrade failure is caused by the battery defect. Instead, they are requiring me to pay $260 for a software upgrade, when the battery itself is the issue.

• Initial Complaint

  Date:02/16/2024

  Type:Sales and Advertising 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.

  Bought a vehicle and paid in full in early November still have not received vehicle title. No contact from dealership on the matter unless I initiate it and have been given excuse after excuse. It appears the dealership did not get a proper tile when the vehicle I bought was either traded to them or sold. I cannot register the vehicle without a title. The vehicle was paid in full by a cashiers check before it was delivered to me.

  Business Response

  Date: 02/19/2024

  Title has been received and overnighted to the customer on Friday Feb 16th.

  Customer Answer

  Date: 02/21/2024

   
  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:09/07/2023

  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.

  4-1-23 I purchased a 2017 Land Rover discovery(check in hand for $32,500) when driving the vehicle that night the engine light came on the next morning was a Sunday they was closed I called Monday morning the sale guy told me to bring it in the next morning(Tuesday) they kept it for a few hours called my vehicle was ready there was nothing wrong the engine light had went off by the time they checked it if there is no light on they wouldnt be able to detect anything I told the sales guy I didnt want the vehicle he told me this is a nice truck he went in spoke with the service guy himself in he said for me to get this vehicle its a great vehicle in the guy works for Range Rover so now about a month or so the engine light comes on again he says its gonna go off its me not putting the gas cap on correctly. But I had not even got gas but the light did go back off now a month goes by in Im driving in the engine light comes on again I call him in drive right over to the dealership get there the light is still on this time they tell me I need 2 sensors in a oil change because my oil is low in I will have to pay outta pocket because now my 90 days warranty is out. I spoke with the manager on or around 8-4-23 he told me they will cover the cost 100%.. but the parts is on back order at Range Rover so I can still drive my car nothing is gonna happen its fine now the light is back off again. A week later Im driving on my way to work one morning my oil light comes on I calls the service manager he tells me to bring my car in so they take my car for about a hour gives it back to me says your oil is low we topped it off you ok til the parts come in call me if anything else happens I leave going to work the light is now off again Im 2 miles away the oil light comes back on I call he says come back now u cant drive it.just for me to get a call a week later the service guy (not the manager) whom I been speaking with to tell me the problem with my car is internal in the engine in they dont have the tools to say whats wrong with it because they fixed the sensor in its still having the same issue I have to take it to Range Rover because they cant do a diagnostic on it ( they are the ones who did the diagnostic in said it was the sensor) in I will have to pay the cost outta pocket because Im outta my warranty. I have been having this problem since the beginning within 24 hours of buying this car.

  Business Response

  Date: 09/29/2023

  We are currently working with the customer to repair the vehicle, we have the customer in a loaner vehicle while we repair their vehicle.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20570293
  
  I am rejecting this response because:
  No this is issue has not been resolved the dealership has had my car for almost 3 months I took my car to Land Rover like I was instructed to do Land Rover says I need a new engine the dealership is saying the warranty should cover it but the warranty saying I bought that car with a bad engine the dealership should cover it I bought the warranty from the dealership. All they is doing is giving me the run around in have me in a loaner vehicle. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/17/2023

  The vehicle is currently being repaired and will be completed by the end of the month.

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20570293
  
  I am rejecting this response because: this is my first time hearing that the car is being repaired. I just spoke with the dealership on yesterday in was told they are still waiting on a response from higher up. But this is glad to know.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/24/2024

  Laurel *** has issued a check to ******************** for $4,000.00 out of Goodwill, we have recommended that ******************** take her vehicle to the Land Rover dealer if any other issues may arise as she has a warranty.

• Initial Complaint

  Date:06/20/2023

  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 a used vehicle from Laurel BMW of Westmont. I am located out of state, and the vehicle was delivered on 5/31/2023. Immediately upon driving the vehicle, it has multiple issues. One, the check engine light came on as soon as driving for the first time. I was directed by my sales representative to take it to my local *** dealership. My local *** dealership found two main concerns. One involved the battery and the other the catalytic converter. The battery was basically dead and needed replaced and the catalytic converter shows signs of failure and setting off the check engine light. The failure code was found to be present at the mileage at the time of shipment of the vehicle. The catalytic converter condition does not match that of the pre-owned inspection sheet provided to me as condition of sale of the vehicle. I was directed to get the diagnostic and battery replaced and received assurance that Laurel BMW of Westmont would pay for those expenses. However, in subsequent discussions, they did not offer to assist with the catalytic converter and claim that it is not an issue they can cover because their inspection sheet says it was in good condition when they inspected it. This is very concerning that the inspection sheet does not match the actual condition of the vehicle. This dealer lied to me. Furthermore, the reimbursement for the diagnostic and battery replacement still have not yet been received over 2 weeks later and their responses have been extremely slow if present at all. I've communicated many times to them on this issue, including up to the General Manager. I've received almost no assistance other than an "I'm sorry" and a wish they earn my business in the future. At this point, unless there is substantial financial compensation for the catalytic converter and apology for the lies, I would not trust this dealership in the future. I am happy to provide documentation to all of the above claims and communications.

  Business Response

  Date: 06/28/2023

   

  To whom it may concern,

  We have been in contact with ************ about the issue with the vehicle and apologized for the inconvenience to him.  We have since sent him a check for the repairs of the vehicle.  We have reached out to him to make sure that he received the check and there are no other issues.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20212725
  
  I am rejecting this response because:

  The bottom line is the check engine light was present at the time of vehicle sale and delivery.  It is on due to the failed catalytic converter which was not properly disclosed or identified at the time of sale. ****** *** has since claimed that the inspection sheet is correct, even though physical and electronic evidence proves otherwise.

  
  After being confronted with two issues: 1: battery and 2: catalytic converter/check engine light.  Laurel *** only paid me for a replacement battery, which was also failed at time of delivery. They did not address the check engine light or catalytic converter issues that were present on the car, unbeknownst to me, at the time of sale. As I explained to them, and provided mechanic report showing the historical record of, the check engine code was present at the exact mileage of delivery. The catalytic converter should not have passed vehicle inspection at Laurel ***. Once I received the vehicle, I communicated the issues immediately with Laurel ***.  My sales representative with approval from his management DIRECTED and AUTHORIZED me to bring the vehicle to my local *** dealership. The local dealership found immediately the failed catalytic converter.  Laurel *** falsely claim the vehicle passed the AutoNation inspection process but it should not have. See attached pictures of damage which was missed (or hidden?). As is clearly seen in the photos, the catalytic converter has white residue, which is indicative of overheating.  But even more damning than that is the fact that the check engine light shown in previous report, points exactly to the catalytic converter being failed!  Clearly, the rusted out bolt and hanger does not happen overnight and this is one more sign of a missed/faulty inspection.  The simple fact is these issues were present at the time of sale and not properly disclosed  

  I would accept if Laurel *** would pay for a new catalytic converter or replace my vehicle for another vehicle of the same model and equivalent or greater value.  Now I am stuck facing approximately a ~$3,000 repair.

  
  *** corporate has also been contacted and I am in discussions with them as well but have not yet received any resolution. Complaints also will be made to the ******** authorities due to the suspected fraud committed by Laurel ***. 
  
  

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

  Business Response

  Date: 07/11/2023

  resolved the issue by paying the customer for the service issue.

  Customer Answer

  Date: 07/24/2023

   

  I do not accept the company's response.  *********** stated they wrote me a check but it has been 9 days and I have not yet received it.

  Business Response

  Date: 07/29/2023

  Check is being cut for $3200.00 and should be issued on Monday. 

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20212725
  
  I am rejecting this response because:

   

   

  Laurel *** only sent two checks which total to a portion of the repair bill but not the entire thing.  Therefore, I do not accept their resolution.  I informed the company I would accept their BBB resolution with positive feedback if they paid me for the entire repair bill.  But, Laurel *** decided to haggle and delay and finally only sent me only a lower amount than the repair bill.  ************ cuts corners and I do not accept their resolution.  The full repair bill was $4,216.21 and they only sent me $3,300.  I'm still being shorted $916.21.  

  
  

  I stand by my word: I will happily accept their resolution if paying me the full repair bill.  Now it is up to Laurel *** to stand by theirs.

  
  

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

   

• Initial Complaint

  Date:02/06/2023

  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.

  Quoted $155 for 3 year oil change plan. Confirmed multiple times. When arrived was offered $3000 oil change and inspection. Stated to service representative I was quoted $155, which his computer showed in appointment notes. He states an oil change for my car would be $550. I told him that wasnt what I was told and I would compromise the 155 quoted price with having a single oil change instead of 3 years of oil changes. Dealer quotes one price to bring in customers only to offer ridiculous prices when they arrive. Would not honor $155 price stated the best was around $500 for single oil change.

  Business Response

  Date: 02/17/2023

  The client was incorrectly quoted the oil change price for his specific model, which should have been honored, our mistake. We would like to offer to perform an oil change at the $155 price that was originally quoted.