Complaints

This profile includes complaints for Lyon-Waugh Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Lyon-Waugh Auto Group has 8 locations, listed below.

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  Lyon-Waugh Auto Group

  7 Centennial Dr Peabody, MA 01960-7906

• 

  Lyon-Waugh Auto Group

  209 Andover St Peabody, MA 01960-1603

• 

  Lyon-Waugh Auto Group

  247 Newbury St Peabody, MA 01960-1315

• 

  Lyon-Waugh Auto Group

  80 Cambridge St Burlington, MA 01803-4137

• 

  Lyon-Waugh Auto Group

  170 Main Dunstable Rd Nashua, NH 03060-3638

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:01/15/2025

  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.

  refund from insurance i paid up front 0f $5583.00 for 4 years only had vehicle less than 6 month bought car 6/24/24 had to repair all wheel drive then returned to have brakes fix then called to change oil on 12/12/24 they decided to take video and said all 4 rims were bent and 1 was crack and upper and lower bushings were gone told me cause of New England roads so i look for another car from different company

  Business Response

  Date: 01/19/2025

  We will be happy to cancel the Clients extended warranty. We will contact the underwriter and should have the refund for the unused portion of the warranty available in 4 to 6 weeks.The refund will go to the lienholder and reduce the payoff balance.

• Initial Complaint

  Date:10/26/2024

  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.

  Vehicle VIN: ***************** 2020 *** Z4 M40i I am writing to share a complaint regarding an incomplete service provided by *** Peabody (****-***** Group). In May 4th, 2023, I brought my vehicle (at the time, it was ***** miles) in for a warranty repair, and I was advised by the service advisor to replace the right-side tension strut because it was faulty. No recommendation was made at the time to replace the left-side tension strut. R/O *********** Amount paid was $0 because it is still under warranty.Over a year later, in October 21, 2024, I returned for an oil change and was advised that both tension strut (left and right) now is faulty and require replacement (Milage *****; R/O: ***********). However, my vehicle is now out of warranty, meaning I would bear the cost of this repair ($2647.92). After conducting my own research, I found that many industry experts suggest replacing control arms in pairs for improved safety and handling, as well as to avoid premature wear.For reference, tension strut life span ranges from ****** to 1****** miles. In my case, the tension strut fail after just a little bit over ****** miles, which is a sign of premature wear, just like how it was described by experts.The original repair could have addressed both sides, which would have saved me from the current out-of-warranty expense. I believe that the dealership did not fully inform me of the best repair practices at the time, resulting in additional costs now. I would appreciate it if this issue could be resolved with consideration for the initial incomplete service.Thank you for your attention to this matter.

  Customer Answer

  Date: 11/05/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 11/14/2024

  Good afternoon,

     Thank you for The communication regarding the 2020 Z4 repairs.  The original repair made under warranty was for the right tension strut, which was found to be defective.  We could not do the left under warranty at that time because it was not defective and *** will not warrant things that are not broken.  When the client returned in October of 2024 both tension struts had faied and needed replacement.  At that time the new car warranty had expired so *** denied the claim.  Because the first strut was covered under the warranty period there is no extra warranty on the part and it falls with the New car warranty.  When the warranty expired *** will no lomger cover the repairs/

   

  Thanks,

  ****

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  The business merely restated what I already explained in my earlier complaint. While the repair they performed under warranty may align with ***'s standard warranty policy, it did not follow industry best practices. This led to the premature wear of the new strut. As part of the warranty repair, they should have addressed the issue properly by replacing both struts. Their failure to do so demonstrates a lack of goodwill. To illustrate, replacing only one strut is like replacing just one worn-out shoeit creates an imbalance. Even if the new shoe is in perfect condition, the mismatch with the old shoe makes walking awkward and uncomfortable. As a gesture of goodwill and to put this case to a close, I would accept if the business would cover half the repair cost.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Christianto

   

   

• Initial Complaint

  Date:10/14/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Date : 14 Oct 2024 This *** openly markets on the website that they will match price with competitor on services but of course the service advisor openly declined to me when showed competitor coupons. I need a refund of $700. This includes oil change fee and alignment fee. Theres some $240 tech charge and then $542 for labor. What are these ridiculous charges? I will be filing a complaint further if this is not resolved and I dont get refund. Thank you.

  Business Response

  Date: 10/19/2024

  Good morning,

      I have reviewed the clients complaint and we will not offer the client any refund.  He is apparently mistaken, your website does not mention anything about price matching competitors in either Sales or Service.

  Customer Answer

  Date: 10/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It is clearly noted on your website. Attached. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Dhara

   

   

• Initial Complaint

  Date:09/11/2024

  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.

  As per the phone conversation, we agreed to lease a 2023 Merdedes *** on 3rd September. That was the last day to lease a 2023 model vehicle. I went to the showroom and provided all my details along with SSN. After few minutes they told me that their vehicle is a loaner vehicle registered to the dealership and as the ****************** is not available at the moment we can complete the transaction the next day. Next day I got the call from them, and they told me that I cannot lease the vehicle anymore as ******** ended the promotion. I was aware the promotion is going to end on September 3rd and they wanted to make the sale so they did not inform me. I thought I already provided the information and signed few papers so the vehicle will be available. Then they told me nothing can be done and they are willing to lease a 2024 model which is $150 more every month. If they would have told me that the vehicle cannot be leased, I would have gone to another dealership and got the vehicle by ******* they ran my credit history without a vehicle that I can purchase, nor the business is willing to do something about it. I spoke to General Sales Manager and no response and emailed the General Manager and still no response from them.

  Customer Answer

  Date: 09/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ************

• Initial Complaint

  Date:05/21/2024

  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 the vehicle April 2023 used with a CPO warranty. The car had always been garaged until Feb 2024. Come March 2024 I noticed large amounts of water on the floor of rear passenger side. Brought it in to ******** and they said it was not covered under warranty. After discussion they agreed since I did not have the car long and it seems to be a defect they would cover the charges to fix it. They had my car March 22-April 3. Come May 9 I noticed another large puddle on the floor. They have now had my car for another 12 days and have not called or communicated anything with me. Today I reached out and they are saying I need to pay $900 just for a diagnostics fee. I should not have to pay anything as this is directly related to the first time I brought my car in for the same issue that they agreed to fix at no cost to me. They clearly did not fix it the first time and with large amounts of water coming into the car I believe this is a factory defect.

  Business Response

  Date: 06/06/2024

  The customers car is repaired and carpet has been replaced 

• Initial Complaint

  Date:01/16/2024

  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.

  On 08/20/23 on I-95 in direction towards ************* near ********** ** my car 2015 Honda CR-V with two adults and 2 kids on the board moving on the third line from the right was badly hit at the passenger side by white 2022 *** X7 SUV that just merged to I-95 and tried to move to the third line right after merging and speeding up the car.Right after incident saying that there was some problem with *** and promising that his dealership company will cover all damages, the driver provided Certificate of registration and Driver License . I found out that 2022 *** X7 with plate 3JBL75 belonged to Peabody Motor *********** and insured by Empire Fire and ************************ and was driver by the owner of the dealership company by ********************************GEICO, my insurance company started investigation that took more than 3 months and sent me the following result: "Our investigation has revealed that the party that is responsible for damaging your vehicle is uninsured.. We have attempted to to contact them to to collect reimbursement for the damages to your vehicle but they have been unresponsive. "As you can see the car driver that is also dealership representative used false information , cause incident and dont respond to any contact. It looks like fraud and unlawful business management.Our car repair cost about $4000.Please, help to get reimbursement and and apply lawful sanction against Peabody Motor **********

  Business Response

  Date: 01/19/2024

  Good afternoon,

      This is ***********************, General Manager at BMW of Peabody.  We are certainly insured and will be happy to have our company work with yours to rectify the situation.  We filed a cliam with our compnay, **************** the day after the accident and let them know that you were involved.  Our company made numerous attemps to contact Gieco and never recieved a response. Since they were unable to contact anyone they closed the claim.  We have contacted them, provided your information and asked them to reinitiate the claim and try to contact you or your Insurance Company.  Please contact me directly if you do not hear from them next week, My direct lime is ************.

  Thank you

• Initial Complaint

  Date:04/12/2023

  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.

  I got my year oil change done at this dealership. Was clear about pricing and charges for starters. I was charged for winshield wiper fluid when I didnt need or asked for that. And the biggest concern is the scuffs on my vehicle. There was a snow storm that week and my car had snow covering the vehicle. I didnt take snow off due to avoiding scratching so I wait for snow to melt off a bit before going to car wash. That day the service team not sure who decided to take off the snow themselves off the car and scuffed up 3 different parts of my vehicle. I reached out to location and explained but ***** got back to me. I called 2 more times and not even a response from desk. Im between that I got sick and didnt reach out. Today I am filing a complaint as this is not fair or right. Pull up the cameras from that day if you have to. I am very upset as how this happened. Someone needs to fix this.

  Customer Answer

  Date: 04/23/2023

  I have not heard from the business in response to my complaint. At all. No voicemail nor any missed calls. Just as expected. 

• Initial Complaint

  Date:12/05/2022

  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 bought a certified pre-owned (CPO) - 2013 Cayenne Diesel (VIN: *****************) from the NASHUA dealership in *************, *** in November, 2020. According to Porsche's official website, a CPO car has a 24 months warranty from the date of purchase (if the new warranty has expired). However, in my case the warranty expired in 21 months and the dealership refused to honor my full warranty term.Things that I have done so far 1) Spoken to the dealership (over phone/email) to honor my warranty, but they declined 2) Raised a case with Porsche support (case id: ********** ) and I was told that Porsche cannot do anything since dealership makes decision in such cases Proofs that shows my car should have had 24 months warranty 1) I was provided with a document stating that my car is CPO with 24 months warranty 2) CPO certification performed by the NASHUA dealership in November 2020, right before I purchased the car. So in no circumstances, the warranty on my car should have expired in August 2022, according to the 24 months warranty schedule on a CPO car I have tried to reason with the dealership and Porsche's customer service but to no avail. As a customer, all I asked was to fulfill the terms of my warranty. But the struggle and the feelings that I underwent through this ordeal is inexplicable at this point.

  Customer Answer

  Date: 12/15/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 12/16/2022

  The client purchased a pre-owned certified  car with the balance of the Certified warranty, 21 months left on the vehicle.  The car had been previuosly Certified and sold, then traded back.  Porsche's certified warranty stays with the car so the 21 month balance went to the client.

   

  Thanks

  Customer Answer

  Date: 12/21/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  The business has provided no documentary evidence to support their claim nor have they provided an explanation of how my documents state the something different as to what they are stating. I  submitted two evidence (Screenshots) supporting why my warranty should last 24 months

  1) Their own document which states that warranty is for "24 months"

  2) Manufacturers website stating that warranty begins from date of sale.

   

  Thus, I reject the response of the business. Atleast, now I have documentary evidence through their response to this complaint of their misleading/fraudulent statement.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Karan