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:12/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a vehicle, and at purchase I was told id only need to replace the rotors (200$). I've put over 2.5k back into the car and I still have the same issue, called the owner to see about trading it out, or getting it fixed, was told I'd have to foot the bill for a repair, and that they can pretty much do nothing for me. Was straight up lied to and mislead, if I knew there were more issues i would have never purchased the car.

  Business Response

  Date: 03/27/2025

  Hello

   

  Thanks for contact BBB. since you bought the car in July 2024 we have not heard any issues related to your vehicle. The vehicle you bought is AS-IS **** ***** with 178K miles and no warranties or promises were made. Really, not sure that we can handle this 9 month later and specifically wear and tear item on that old of a car. Our service department can help you get new brake at some kind of discount if you wish

   

  thanks

   

• Initial Complaint

  Date:05/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a **** ****** ****** from there lot and but the windshield had to be replaced and an alignment I work for a auto glass company so I know how it is supposed to be installed the manager had a glass company install it without putting primer down and she told that glass company to glue right on top of the rust and I have that glass company information as well. And the windshield provides structural support for the car incase of a rollover accident that truck rolls over the windshield is going pop out and the top of the truck will crush without a windshield. My number is ###-###-#### thank you

  Business Response

  Date: 08/21/2024

  The customer purchased the **** ****** from our dealership
  and we agreed to complete an alignment and replace the windshield. Both the
  services were completed, the windshield was replaced by an outside vendor that
  specializes in glass replacement. The customer notified our dealership of the
  issue he expressed in the complaint to BBB and we reached out to the vendor.
  The vendor agreed to meet with the customer at our dealership to re-inspect the
  replacement and make any necessary repairs. Upon inspection the vendor did not
  find any issue with the glass replacement itself but offered to add primer and
  install moldings that were originally not on the vehicle. The customer was not
  satisfied with the resolution and asked for additional body work items to be
  completed, however these would be at a customer cost. The customer was not
  satisfied and became argumentative and irate with the staff at Midwest Auto
  Store and the glass vendor. At this time, we asked the customer to remove
  themselves from the property. 

  Customer Answer

  Date: 09/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Gluing a windshield on top of rust is not the way you do it and there outside vendor now this and told me the dealership told them to do it as cheap as possible and to glue on top of rust and told them don't waste time removing the rust which is the correct way to install a windshield. I talked to the glass company that did it and that what they told me 
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 09/09/2024

  We have asked our vendor to rellok at their job as previously mentioned and they have and we rely on their judgement. We thank you for your business and decline to discuss any further

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a **** ***** ********* on Feb 12th they told us they were taking it back to there shop and checking the oil and putting gas in it for us they brought it back said everything was good and we drove off about an hour and half later they're calling me telling me I need to bring it back in on Wed that they noticed it needed a rear passenger shock ?? so took it in on Wednesday they then tell me they ordered the part it would take a couple days an to bring it back in a couple days which made me think hmm ?? going to take it to my Mechanic who then tells me the whole frame is rusted gone and deemed unsafe to drive I take it back to Midwest on Thursday 2/15/24 and it's been there ever since and I asked for my money back and they have refused and just keep pushing me to just let them fix put a new/used frame on it and at this point I don't even feel comfortable or safe with that I just want my money back

  Customer Answer

  Date: 03/07/2024

  3/7/24 customer called business now says there are more things wrong with the car and it needs $200+ more in repairs. Please help.

  Business Response

  Date: 04/22/2024

  Midwest Auto Store has been working
  directly with the customer ****** *****) in regards to the issue with the **** ********* ********* that was purchased. Our service shop has replaced the frame
  on the **** ********* and provided a loaner vehicle at no cost to *** *****.
  During the repairs on the vehicle the service shop noticed that there were a
  few items that were recommended to be replaced and would have failed in the
  future due to normal wear and tear on the vehicle. The service department
  contacted *** ***** and notified her of the additional items and agreed to
  cover the labor of the repairs, while *** ***** was only responsible for the
  cost of the parts. The repairs have been completed and *** ***** has the
  vehicle in her possession. 

• Initial Complaint

  Date:04/28/2023

  Type:Product 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.

  We bought our vehicle in December of 2021 and started having issues very soon after. First none of the running lights were working so we took it in for service. From there it went downhill, everytime we had ann issue it was a struggle getting things fixed or covered under. The warranty even if it is listed as covered. The hydraulics on the hatch snapped off in September but the wasn't covered and we told them the A/C was working, they charged it without asking so we didn't pay for that but they said there were no leaks. It has not worked since we got it. Our driver window quit working and we had it there 3 times for that and on the 3rd time it was fixed but the whole time we were told it might not be covered even though it states it is in our warranty. The the A/C we left our vehicle there for 4 days and had nothing to drive. We were charged for the expansion valve which is listed under covered in the warranty. When we picked up the vehicle they said we would have to bring it back because something wasn't right with how it was blowing. What they didn't say was we would have no heat. After taking it back they said it was a part that's not covered of course, we stated the heat worked when we brought it in. They took no responsibility for it happening there. We asked for the part back and it clearly shows they damaged the wire. So we were charged for their negligence and the work for them to work on the same part again.

  Business Response

  Date: 05/04/2023

  Our original reply to customer :You are right, our team did not address the claim issues appropriately and since then we have stepped in and worked hard to address these issues quickly. We have replaced the evaporator behind the dashboard and when testing the system we could not get the relay activating the control panel to switch heat or A/C. that relay (old part) that you have picked up is simply a wire with connectors and look like it has been shorted at some point whether here or there , before or after, is simply an electronic part that could fail at anytime. We have saved the part so that you see we did not physically damaged or altered. Upon replacing that, all are operational as intended. We have tried to get coverage from the warranty, but it was not covered and have discounted to reflect roughly 250 for parts and labor. We understand the impact to your budget especially nowadays crazy escalating cost of living, but we cant guarantee all parts especially electronic ones unless they are covered by some kind of warranty. As far as being rude, we are sorry that you perceived what we stated "we can't repeat the conversation six times reiterating that same thing but expect different results". If I can be of any further assistance, please feel free to contact me personally at *** *** **** and ask for *****

  Since then, customer requested old relay/wire and we have shared with them and we had proof of condition but customer took and damaged wire and posted a picture of it damaged on google (complete fraud). We will proceed legally against customer and decline to further comment on this issue
  

  Customer Answer

  Date: 05/16/2023

  It's fine this is the only resolution we will get. This issue is resolved as best as it can be.

• Initial Complaint

  Date:03/17/2023

  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 brought my car to Midwest auto store for repair. They hold it for 3 weeks and couldn’t figure it out. So I asked to take my car somewhere else for diagnosing, then they said it would be 1737.41 to pick up my car. I first refused to pay because they were not being fair to me, but then I agreed to pay so that I can my car back and have it diagnosed at a different place. I was told they would charge me a 3% fee if I’m using a credit card which I understood and agreed with. I came in and ready to pay the manager then said he’s only accepting cash payments. I feel like I am being treated unfairly. I’m being forced to pay a fee I should have to and the worse way.

  Business Response

  Date: 03/31/2023

  ******, you towed in your fusion Hybrid and we determined that inverter was overcharging the hybrid battery and recommended replacing the inverter first. After that replacement, the battery was not holding charge and we have advised you that it needed to be replaced. We attempted to help procure a used one due to budget constraints . After three different deliveries, all batteries received but they were wrong one as you have the energy (plug-in). all vendors option were not viable at the cost of less than $2000. We have informed you that and priced a ford replacement at $9400 and an after market rebuilt at $5400. At that point you accused us of not fixing the unit, but how can we fix it without you be willing to pay for the battery. Then you indicated that you did not have money to pay for inverter and all labor and requested that we release the vehicle hoping that you pay us when you can. SORRY IT DOES NOT WORK LIKE THIS. Last time before this, you came in for an oil change but then claimed you had no money at check out to pay for and we applied a free oil change courtesy at that time, but we are not falling for this one at this time.
  
  

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ******.     That’s not true, I first told over the phone that, they checked it be and that would be $380. I said okay go ahead. Then couple of days later they don’t update me I had to call them and they told it’s a bad inverter and it needs to be replaced and it’s $980, I said okay if that will fix the problem go ahead. Again they took a week without updating me and I hard to call them again. Now they tell me it’s bad battery and a used one will cost $1400 and a new one will be $3000. I said I cal only afford a used one. They went with the used one based on what I they said and what I agreed with, according to them they tried four batteries that didn’t work, which makes no sense at al. Again they come up with the compatible battery would cost $5400- 9000. It seemed they couldn’t figure what the problem is and refused to tell the truth. They didn’t fix my car but wanted to charge me extreme fees. What’s worse is I was ready to pay with my card the same card I used for down payment when I bought the at the same place but the manager said refused and said they can only accept cash. He said this so they can keep the car there and charge me for storage, a horrible business practice. I was forced to pay $1737 in cash. You said I came there another time and for oil change and refused to pay and claim I didn’t have money. That’s not true. You don’t have to lie about that. I came there for oil change and Jason told me that I have to pay today. I said I have not reached the mileage limit and it has not been two years since I bout the car( I bought the car along with lifetime warranty that comes with free oil change and tires rotation for two years and a limited amount of mileage). And then Jason said you can only have 4 services. I said okay but that was not included in the statement I reade. And I said I should have been notified at my last visit so would come in today ready fo to pay, I had to reschedule for another day. All I did was ask a for  question for clarification but you the manager can’t handle a question and said take it or leave. Again you don’t have to lie and make up stuffs that’s not true. 
  

  Business Response

  Date: 04/10/2023

  We have stated all documented steps that we have taken with you  and decline to discuss this any further as we have covered this issue with you over 20 times. Thanks

  Customer Answer

  Date: 04/10/2023

  Yes I paid so I can pick up my vehicle and take it to a different shop. I need a refund because they didn’t perform any service on my car.

  Business Response

  Date: 04/17/2023

  We have previously responded to this customer complaint, and we feel we are no longer able to address his issues as we have communicated our comments to him over 20 times

• Initial Complaint

  Date:03/01/2023

  Type:Billing 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.

  After we decided to buy a vehicle from Midwest Auto Store on 1/19/23, they pitched their extended warranty. As a benefit of having the warranty, we were told that we would be able to get oil changes for $30. Two weeks later, when I tried to use that benefit, I was told the price just went up to $45. I understand that prices increase occasionally, but they made a commitment to us that we would receive $30 oil changes because we were buying the warranty, and they didn't follow through with that commitment. We were told the only maintenance requirement to keep the warranty in effect was regular oil changes. After receiving and reviewing the warranty, I see that was also a lie. We were also led to believe that the warranty covers more than it does. I called the warranty administrator, Premier Dealer Services, about cancelling the warranty. They told me to contact the dealership, since cancellations are handled by individual dealership finance departments. When I called Midwest, they refused to cancel it. I simply want to cancel an unwanted warranty.

  Business Response

  Date: 03/10/2023

  Thanks for your purchase with midwest Auto Store. One thing we have confidence on is that we go with a clear description of what you are getting into so that we can void confusion later. Part of the sales process you were given a written paper of everything that is covered under the certified warranty and an explanation what it takes to maintain it. However, I can understand and it seems like maybe too much information and you don’t have a clear understanding of the system and how was work first let me re-explain this part of the certified warranty. Your oil changes are covered for the next two years with no additional cost to you! it’s already included. After the two years are over, our full synthetic oil change is only $45. Which if you want to call around to any other company such as Valvoline or the dealers…..it is a steal price and I’m sorry that you don’t realize that as everyone else is selling that for about $90 or more. The certified process is an unconscionable process as it is included with the vehicle for the lifetime of your ownership. It is not just a product for a year or two that can be canceled at any time. We recognize that our brochure was printed a year ago shows the $30 oil changes but we have been verbally reminding everyone that things in this current inflation market has doubled in cost and now we are maintaining it at $45. We recognize that people sometimes have a change of heart or mind about a vehicle or product that they purchased but we don’t feel that we have by any way, misled you or misrepresented anything in the way that you are stating. Certified laptop is a great product and like I stated before it come was the first two years of all changes included. There’s no additional cost to you. We invite you to maintain your certification and see the value that we offer you.

  Customer Answer

  Date: 04/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19520999, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I am not attempting to apply language from the Pre-Paid
  Maintenance contract to the Lifetime Powertrain Warranty.  My complaint hinges on two simple ideas:

  
  1. Our original interest in buying the warranty was
  built on deceptive information.  For
  example, we were told we would be eligible for $30 oil changes, then the price
  jumped to $45 two weeks later when we tried to use that benefit.  Also, we were told the only
  maintenance requirement to keep the warranty in effect was regular oil changes,
  and we were led to believe that the warranty covers more than it does.

  
  2. We never signed a document agreeing to the terms of
  the Lifetime Powertrain Warranty, so there is no valid warranty in place.  As Midwest indicated in their response, the
  only maintenance-related document we signed on the night of the purchase was
  the Pre-Paid Maintenance contract.  Two
  weeks later, Midwest sent my daughter and I each a snail mail with a cover
  letter indicating that the enclosed document was the Lifetime Powertrain
  Warranty contract.  This, in itself,
  indicates that we hadn't already signed the Lifetime Powertrain Warranty
  contract.  They directed each of us to
  sign the document and return it.  Neither
  of us signed and returned the document.  Even if we had, the enclosed document was not the Lifetime Powertrain Warranty.  It is titled "Loyalty Program
  Certificate", and item 1 states: This Certificate is not a warranty nor is
  it a service contract.

  
  I'm glad Midwest included the statement that the Lifetime
  Powertrain Warranty "does not have its own separate cost", because
  this is typical of the deception that has characterized my dealings with
  Midwest, and it gives BBB an opportunity to judge this deception for itself.  If the warranty doesn't have its own separate
  cost, how can Midwest add this non-cost to the price of the car and charge for
  it?  Saying the warranty doesn't have its
  own separate cost is like going to the grocery store and scanning two items,
  then claiming that the second item doesn't have a cost because it is now included
  in the total.  The
  fact that Midwest added the warranty price to the price of the car in the
  purchase documents doesn't mean the warranty doesn't have a separate cost.  If a customer buys a car without the
  warranty, the purchase price is X.  If the
  same customer buys the same car with the warranty, the purchase price is X +
  Y.  So Y is clearly the cost of the
  warranty.
  

  I have long respected BBB because I believe it works to
  eliminate deception such as Midwest's from the marketplace.  Thank you for helping to take a stand against
  those practices.
  

  
  Regards,
  **** *****
  
  

  Business Response

  Date: 04/10/2023

  We decline to discuss any further.