Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Placed a deposit on a vehicle after test drive on 01/09/2025. I requested an independent mechanic inspection, where concerns were resided. The salesman was not able to answer these questions on the day they arose. I contacted the dealer the following afternoon and left a VM (I had been attending an event in the AM and was unavailable) . The salesman did not return my call & that evening, just before closing, the manager called me. He was both accusatory and harassing on the phone (recorded line per their phone tree) He then ended the call abruptly after telling me the vehicle was sold to someone else. My security deposit of $2000 was never returned.

  Business response

  01/16/2025

  We have spoken with this customer.  We need the Credit card number or the Credit card to issue a refund.  We are happy to refund the deposit.

  *** *****

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

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date: 4/19/24 Cost: $182.70 ($12.75 already refunded)Service: Vehicle wheel alignment. Initial diagnostic showed one "red" zone out of alignment. The service was to bring all zones into "green" alignment.Dispute: Dealership service department either did not do the work or did it wrong. They initially refused to show me the post-alignment diagnostic to confirm the service was completed, but upon my insistence, they showed me the report, which then had three "red" zones (so the alignment actually got worse). Additionally, the dealership charged a $12.75 "environmental fee" even though there was no hazardous waste (e.g., oil change). I challenged this charge and they told me they add that to every customer's invoice regardless of the **********************. They eventually refunded the $12.75 as a concession. But they are actively scamming their customers by including this charge even when it does not apply. I also suspect the whole wheel alignment thing is a scam as well. They run this check every time someone comes in for service and they scare you into buying the alignment. It's a way for them to add services for uninformed customers even if they are not necessary.Resolution: I complained in person and they refused to refund the fee. They promised the service manager would call me, but he never did. I emailed and called him directly to follow up, but never received a return call. Invoice Number: VOCS235101

  Business response

  05/09/2024

  I was able to make contact with ********** by telephone and email. After I apologized for his experience, we discussed his concerns, and I issued a full refund (copy of check attached) per his request. Please review my email to ********** below. I believe we have resolved the matter to the customers satisfaction.

  Thank you,

  Steve Camp

   

  **********,
  Firstly, I want to express my sincere gratitude for taking the time to speak with me on the telephone yesterday. I deeply appreciate your openness in sharing your experience with us.
  I want to extend my heartfelt apologies for the service and follow-up experience you encountered with our team. As someone who takes great pride in the place I've worked since 1994, I was genuinely embarrassed to hear about the treatment you received. Please know that this does not reflect the standard of service we strive to deliver.
  Enclosed is a copy of the refund check ($182.70), which I will be sending out in today's mail. Your satisfaction is paramount to us, and I am committed to rectifying this situation. I have already taken immediate action in various areas of our business to ensure that we learn from this experience and implement necessary improvements.
  I would like to personally extend an invitation to you to allow us the opportunity to make it up to you. Next time you require service on your Volvo, please don't hesitate to contact me at [Cell: ************ or Direct:************]. I will personally oversee all the arrangements, including meeting you in person, to ensure that you receive the service and attention that you were promised.
  Additionally, I will be responding to the concerns raised in the Better Business Bureau filing within the next few days. Your feedback is of the utmost importance to us, and I want to assure you that we are dedicated to resolving any outstanding issues promptly.
  
  Once again, I apologize for the inconvenience and frustration this has caused you. Please feel free to reach out to me if there are any other concerns or issues that require my attention. Your satisfaction is our top priority.
  *****
  
  *******************
  General Manager
  
  Chicagoland Automotive Group
  Honda of Lisle
  Honda of Joliet
  INFINITI of ***************
  INFINITI of **********
  Volvo Cars Lisle
  The Used Car Superstore

   

   

  Customer response

  05/09/2024

   
  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

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 30th I purchased a 2018 Lexus from the dealership. When I arrived, I was told that the vehicle had a 100 point inspection done. I took the vehicle for a quick test drive. We sat down to discuss the price and I was told that *********** price was incorrect and that ******* must have changed the price of the vehicle themselves due to the price being higher on the dealer website. I was also charged a fee of $1495 that I did not want for some plan that was roadside assistance. I was told this was non-negotiable by *****, my salesman. When I got the vehicle home, I realized the backup camera housing was broken. A week later I had the struts checked and the front left was leaking so badly it was dripping off the frame and considered unsafe to drive. When I contacted the dealership they did not want to back up their inspection.. When I called for parts on the vehicle, I came to realize that the car was sold to me as an F Sport Model, but it was not. It is a basic model- per Lexus. I contacted an attorney to advise and after the attorney did research, they located the vehicle on the dealer website; it had been relisted. -Same VIN and new price 1 & 1/2 months later. (I have dated screenshots) I was advised this bait and switch tactic is illegal. The dealer offered $500 back for selling us the wrong model and $295 back for the roadside assistance which was most definitely negotiable, according to the general manager. The total difference in models per an auto expert is $1517 and the full roadside assistance should be refunded, not to mention the inconvenience of the bait and switch that the dealer has performed and the strut safety issue that was not presented at the time of sale. Additionally, the $1495 RA fee was added into the actual vehicle price on the financing paperwork rather than reflecting as an additional charge for whatever this fee is, like it showed on the actual invoice.

  Business response

  02/22/2024

  ********************,

  My name is *******************, and I am the group General Manager. I am sincerely sorry for your experience at our dealership. I appreciate you brining this to our attention. We have been a Volvo Dealer for over 60 years and have the reputation of doing what's right for our customers. We obviously did not do that based on your experience. I will be working with our Volvo team today to review all of the details of your experience with us. At first glance, I was able to pull up your VIN and check with Carfax and AutoCheck (attached). It definitely looks like there is some confusion about the trim level of your Lexus. Give me a few hours to get my team together and personally address this.

  I can tell you that we will make it right. From a refund of what you feel is reasonable to buying the vehicle back and giving you a full refund. Please let me know what we can do to make it right.

  You are more than welcome to contact me at any time.

  Respectfully,

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

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

  ************ 
  

  Customer response

  02/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory with the verbal agreed upon follow thru by the dealership. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Follow up,Exeter Finance has not received the refund amount of $2,346.90, which was issued on 7/7/2023.I spoken to customer ********************** reps on 7/17-7/20 which is today and they have received anything referenced to refund.

  Business response

  07/26/2023

  Hello ****************,

  We spoke on 7/21/23 about the check that we mailed to ****** on 7/7/2023. You were going to give it a few more days and call ****** again before we cancel our original check and send another. Just wanted to know if you had a chance to check with ****** yet?

  Thank you,

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

   

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a 2014 jeep Grand Cherokee from here 12/31/2022 found out a month later vehicle had engine failure the extended warranty they sold me did not want to fix at first until after a long process I cancelled the warranty and now they havent refunded the financing company, would not buy from here again

  Business response

  07/11/2023

  ****************,

  I apologize for the delay in sending your service contract (VAU1001561) refund to the finance company. I do show that your contract cancellation request was dated May 25, 2023. Once we notify the warranty provider of a cancellation it typically takes 60 days (from May 25, 2023) for funds to be dispersed. I can see that check #****** for $2,346.90 was sent to Exeter Finance on 7/7/2023. Please allow two weeks for ****** to receive the check and process the credit on your account. Feel free to contact me if you have any further questions.

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

  Volvo Cars Lisle

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

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

   

*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. ↩