Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a preowned ******* Nautilus *** with 15.000.00 cash down eight months ago. The vehicle jerking during acceleration on 10-24-24 and the *** towed to dealership. I was told it was the *** was a vent tube and pcm update the diagnostic not able to duplicate my concerns based on my description. Cost covered by warranty, paid $50. A second time 12-14-24 the *** jerking again. Stopped one highway and I was able to slowly pull into a store parking lot. My husband came and started the *** back up, Engine light was on a wrench image. Explained *** was jerking. He said they do a diagnostic test and call me. A purge Valve was repaired and covered. I paid another $50. A third time on 1-15-25 at night we left the *** outside the dealership with keys in mailbox as the *** again was jerking. On 1-16-25 my husband stated he was told the diagnostic is not showing what is wrong witnessed the jerking. So I'm being charged for spark plugs $300 plus dollars. 1. Requesting *** be put on a higher level diagnostic machine or ******* Repair Dealership Vehicle manufacturer.2. Three repair visits within the last 4 months with the same presenting concerns of jerking during. I plan to contact the State Lemon Laws asap to address this matter for refund or replacement vehicle. $15 thousand dollars cash was paid on this *** drives horrible.3. I also will be contacting the **************** loan as I continue to make loan payments on a vehicle I can't use and appears to be defective.4. I have had to locate transportation to work. 5. I have recommended a coworker, and she purchased a vehicle and I was never given the incentive of $100

  Business response

  01/27/2025

  We are happy to attempt to diagnose Mrs. ******** concerns further. We understand it's frustrating when your vehicle acts up and even more frustrating when the service center can't duplicate the concern. We will have reached out to schedule an appointment for service. 

• Initial Complaint

  12/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2016 **** f150 from these folks and at the time they made the purchase with me, they pulled the carfax on my vehicle but not on the car they were selling me. I had a bad feeling when I was at home so I pulled up the carfax at home and saw that it was 80% in an accident. Severely damaged including the frame. I went up there to them to talk to them about the situation and they only said they wrote up the salesman. That has very little to do with me at this point, so I asked them what can be done, to which they said "We wrote him up, that should be enough". Which, no it is not enough for me. I also paid for a power train warranty

  Business response

  12/27/2024

  We strive for outstanding customer service at every interaction and am truly sorry we have fallen short in Mr. ******** eyes.  We did indeed sell him a 2016 F150 on Oct 29,2024.  He purchased it for $17,555, well below the market value at the time .  We have a strict policy of reviewing the CarFax of the car we are selling with each and every customer and there was a copy of the Carfax in the file for the vehicle he bought.  The Carfax had the list value (with the accident recorded) as $24,170, which we saved him over $6600 off of that.  There is absolutely no mention of Frame Damage on the Carfax, nor during our inspection.  Mr. ******* has had a couple of issues since his purchase, that were not covered under the service contract that was given to him nor the service contract he purchased, that we stepped up and took care of for him at no cost to the customer.  Our understanding was that Mr. ******* was happy with the service he received, and he proved that by bringing his sister up here to purchase from us as well.
  
  Mr. ******* purchased a truck at well below the market value and has been treated very fairly since his purchase.  I have included the CarFax showing no mention of Frame Damage, the accident in question being over 4 years ago. 
  
  Thank you for your time.  If you have further questions, please do not hesitate to reach out.
  
  **** M. *******
  General Manager
  Auffenberg CDJR
  1108 Auffenberg Ave
  Shiloh, IL 62269
  PH: *********************
  *********************************************************

  Customer response

  12/30/2024

  Complaint: 22645931
  
  I have reviewed the business' response and am rejecting it because:
  I was not made aware of the damages on my truck until I personally pulled the car fax report myself. Despite selling me the truck according to you for less than market price that it was not disclosed at any time. This is a direct unexcused event.  This amount of damage should have been disclosed in addition to explaining the existing problems with the vehicle prior to selling it.  I appreciate you fixing the things on the vehicle from the we owe that was on the paperwork prior to purchasing the vehicle more problems happened after the repair of the original paperwork was done. Doing that doesn't negate the non disclosed car fax report,the work done which was already on the paperwork is not going above the call of duty. I have had to drive back and forth several times in order to get my truck repaired.  Also my sister getting a car from there we went to a totally different store and how **** ended up with the deal is unbeknownst to me. Yes I brought her back to ********* despite what was done to me to see if that would happen and it did. The car she came to see was still being repaired yet she needed a car so she went on and purchased the car.  But the non disclosed damages listed is unacceptable.  I now have a truck that is worthless 85% of the truck was damaged. They pulled the car fax on my trade in but didn't show there's.  That's being unethical. I feel that the dealership should give monies back to me for purchasing the vehicle and/or give me a warranty in order to handle the problems that even now that I'm experiencing.  I feel like I was taken advantage of, I feel that they need to make this right. They never got the General manager involved.  I would ask and was given run around.  I am asking for them to make it right.
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I CALLED AUFFENBERG My car inoperative and having it tolled. The service desk told me he wasnt going to make out a ticket but have service call me, no return call, tolled car in.service told me repair diagnoises would be 2-3 hrs, and i told service i have to wait on the car to get authorized car rental. but that was it, I was there all day and no body diagnoised my car. Then the lady at service , claimed that service told me they could not get to my car and had no cars for me, That my diagnoises was not available , til tomorrow.I requested a rental but was not provided without a diagnoisis, and did not even offer to call me a cab or give me a ride to near by store to get help 4 ride home. i was on my own 13 miles from home , seeking **** help til 6p.m. SIX HOURS. Auffenberg refused to even give me a invoice to show my check in and inoperative status. They indicated this was a pwer train claim, i bought the car NOV. 2017 ZERO MILES. I only have ****** miles on the car. I DID NOT EVEN GET A INCHECKED BILLING, AND THEY would not even give me a ride to hertz car rental, i made a reservation but nobody could give me transportation so lost the reservation too. POS CUSTOMER RELATIONS AT **********************. THe services offered to return my car twice, when I already told them it was not operative and I had it towed, the car lost power on the hwy saturday and gas fumes were real pronounced.

  Business response

  10/28/2024

  Customer brought her 17 Sedona in with a running issue last Monday. She was told by ***** that she would need to drop it off. Customer wanted a loaner car or a ride back to **** IL. We didn't have a car for her. She ended up getting a ride and leaving the vehicle with us. We replaced an injector, did an oil change and GDI, gave her $30 off to help her out. Car is finished and we were able to get repair covered through her warranty company. She owes us a $100deductible. Vehicle is still here and needs picked up as of 10/26/2024.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them back at the end of January - 2019 Buick Encore. It came with a cracked windshield and they fixed it right away. Within two weeks, the turbo cool line went bad and they fixed it. They didn&#**;t pay for a tow truck and had to pay $200 for a tow truck. They didn&#**;t provide me with a rental car and had to take an **** to get there and to and from work. They made a big deal about having to pay for the repair. I was still under my lot warranty. Yesterday my coolant line came off my car. When I called the dealership about this, they were rude and told me to take it to another shop to get it fixed. I was not under the lot warranty anymore. I am now out of a vehicle and have to **** back and forth to work. My tow fee was covered and now they are going to charge me a diagnostic fee for looking at my car. I feel that having bought the car recently, I should not have to pay for all this. I would like for them to repair the car and put me in a rental car while they are repairing the car.

  Business response

  08/24/2024

  As **** pointed out. When the vehicle had issues under warranty it was fixed right away. The vehicle is no longer under warranty which means repairs are her responsibility. **** has put ****** miles on this vehicle since purchasing it 7 months ago. We will not be repairing anything at our expense, nor will we be reimbursing any tow fees or rental car charges. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used car from auffenberg, the sales lady was nice. This is my 3rd time here. Spent almost 30k and have a warranty and ceramic so I bought the extras.The lot is so disorganized it took 8 hours to look at 5 cars. ******* promised to fix some damage to the car i chose, upon picking it up the paint was still messed up and my tire was actively leaking. When I returned to have it looked at they touched it up with a pen and a different color of white, didn't patch my tire and couldn't be bothered to do anything beyond check my brakes.When I said I wouldn't want to refer people to somewhere that doesn't follow up on their word the manager got upset because I was holding referrals over his head, but he opened with You bought a used car what do you expect? Personally i expected that they were inspected before I put my family in it.Meanwhile they sent me on my way with a leaking tire and a half done repair job after setting expectations that theyd help and wasting more of my time. The only thing service and management did right was reinspect my brakes as they were grinding. Thanks for that since illinois legally requires it. They wouldn't do anything to check the leak.Then they send the sales person instead of the management to waste her time. I feel bad for the employees when management and service are not following up on commitments. 20 dollar tire patch, inspect the brakes, and the repair that was promised were all I truly wanted. Not new brakes and tires or anything outrageous. Now the half done repair is 2 colors.I'll do the patch at a local tire shop and they can never have my business again. Sending sales people to punish them because you don't want to do the service promised is wild behavior.In the time I've had my car I've spent the majority of it in the hospital with heart issues and then to be treated so rudely is honestly mind blowing. As a professional myself I'm disappointed in ****. Auffenberg used to have higher standards.

  Business response

  08/20/2024

  The bumper was painted as promised, unfortunately, it seems to have been ran through the wash sooner than it should have been so it caused a blemish. We have offered to fix this and that offer still stands. I'm sorry that ****************** feels it was wrong to send the salesperson to assist in fixing the problem. It's the salespersons responsibility to coordinate and handle these things at the managers direction. The manager needs to be in store to assist the rest of the team as there are many other salesmen relying on him for daily operations. The manager was communicating with ****************** directly by phone. If ****************** would like to have the bumper repaired he can reach out to his salesperson or ********************* to get that repair scheduled. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to this shop to have it diagnosed and it cost me $163 and the results were nothing was wrong and they sent me on my way. I still felt that there was an issue so I took the vehicle over to another certified auto shop ***** and there $4000 in work that was need and discovered The technician showed me certain things that needed to be replaced and I paid ***** $75 for diagnostic test . I started calling Auffenberg immediately after that report within that same week and no response to left messages I went 3 weeks later and spoke with a ******************* service manager and when o stated to express my concern he seemed very irritated and bothered by the fact of my complaint and me expressing my concerns. He later gave me a card and and hand wrote a name of ******************* on it but the numbers listed comes back to ******************* vm . I am feeling duped at this point I have the estimate from both businesses and findings

  Business response

  08/20/2024

  Unfortunately, sometimes problems can't be duplicated when the vehicle is brought in for service. Attempting to duplicate those problems still take a technicians time and labor. When we miss something we are happy to refund a diagnostic fee. A refund was offered to *******************, all we asked was that she provided a copy of the repair quote from ***** showing that they found something that we could not. ******************* was unable to provide that document so a refund was not issued. 

  Customer response

  08/21/2024

  Complaint: 22025352
  
  I have reviewed the business' response and am rejecting it because:
  That is not true the gentle handed me a card with his number when I asked for the corporate number and refuse to even look over the documents I do have the paper work and when I offered it they stated that they could not use another company information I will gladly send in the information if thats all that is needed now that I have reached out to BBB and I still have the card also provided by the gentleman that seemed annoyed when I came in with the complaint stating that I took the car to ***** in less than 7days to discover these things 

   

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

  Business response

  08/22/2024

  As stated, the offer for reimbursement still stands and will be processed once the documents from ***** are provided. 

  Customer response

  08/23/2024

  The above documents are the quotes and if you take notice it is well within the dates of time I brought my vehicle into auffenburg also along with it I provided the card that was given to me the day that I came back in to speak with management and I was given a card and ******************* wrote ****** name on the card but the vm some how came back to *** so no one was ever available so that this situation to be handled and NO REFUND was offered it was explained to me that the technician time was paid for. If the papers had been requested then this step would have been avoided 

  Customer response

  08/23/2024

  The above documents are the quotes and if you take notice it is well within the dates of time I brought my vehicle into auffenburg also along with it I provided the card that was given to me the day that I came back in to speak with management and I was given a card and ******************* wrote ****** name on the card but the vm some how came back to *** so no one was ever available so that this situation to be handled and NO REFUND was offered it was explained to me that the technician time was paid for. If the papers had been requested then this step would have been avoided 

  Customer response

  11/05/2024

  They have not responded to my last statement and they have not provided a refund, this is all I am asking for at this point. 

  Business response

  11/07/2024

  I am unsure why this has been re-opened. Mrs. ******* is stating we haven't responded but I see the history on BBB with responses from us for each message. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Title appears to have been washed.

  Business response

  07/13/2024

  It is clear that the Kentucky Title with the title # ************* was reported rebuilt and then corrected by the state of ******** as(Done In Error). Proof from listing on the carfax attached stating this is the case. The title we received from the state of Kentucky Title # ************ is an Actual Mileage, Clearn, Original Title for the Ram 1500 Vin# *****************. We have a clean Title from the state of Illinois with Actual Miles and Original Title listed, Title # ***********. I have attached copies of both titles and a copy of the Carfax listing. We have spoken to ******************** and offered to help him in any way we can. However, we did not manipulate any titles and we will not be issuing any refunds. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2015 QX60 Infinity from this company in May. I took possession of it on May 25, 2024 because it needed to have wheel bearings replaced and a hood issue resolved. Upon purchase it was sold, "as is" but was also sold as having been fully inspected with no known issues. Within 2 hours of driving the vehicle, the engine light came on. I stopped at O'Reillys who ran a diagnostic code stating it had a bad catalytic converted. I immediately texted the sales person asking if it could be returned. I received no response initially to enable me to return it in the the first 24 hours. When I did receive a response, I was told it was inspected and there were no issues shown and that it was sold as is. I took no further action. Less than a month after taking ownership, on June 21, the car broke down and had to be towed to a garage. I paid over $1,800 to have the alternator replaced and was given paperwork showing there were stored codes on the vehicle (P17F0 and P17F1 CVT Judder codes) indicating the transmission is beginning to slip. These codes would have been on the vehicle (because they are stored) when they sold me the vehicle stating there were no known issues. I immediately contacted them back and provided the paperwork showing the codes. The manager, ***********************, told me they inspected it at the time of purchase, there were no known issues and no stored codes. I asked him if he was willing to do anything about the transmission and was told, "you purchased a vehicle with $168K miles on it as is." *********** either did not do the inspection they claimed (as the codes would have been present) OR they knowingly sold a vehicle with "no known issues" that they knew had a failing transmission. I also suspect the alternator would have been an issue that would have been known since an alternator typically does not have a catastrophic failure like it did without having many issues prior. The codes are time stamped, so it is provable they were there when it was sold

  Business response

  07/15/2024

  Attached is a picture of the scan from the time of the inspection showing no active or stored codes. Mrs. Slater was offered the chance to purchase a powertrain warranty at the time of the sale to protect the vehicle but declined that coverage and signed off understanding she was assuming all risk. We would be happy to offer discounted parts and labor if she would like to have the vehicle repaired in our shop. 

  Customer response

  07/16/2024

  Complaint: 21910839
  
  I am rejecting this response because:
  
  The screenshots provided do not demonstrate the date of the test nor does it show what level of testing was done. I would be satisfied if I am provided the name of the software and tool so I can see the types of historical reports it can generate and am provided one with a date on it.
  
  Sincerely,
  
  ***************************

  Business response

  07/18/2024

  Unfortunately, we don't have a date stamp as we just screenshot the report for each vehicle when it's scanned. The tool we use is called BlueDriver. It is able to read pull any current, stored codes,. Here is a link to the scanners website where you can read about it's capabilities. ******************************************

  Customer response

  07/18/2024

  Complaint: 21910839
  
  I am rejecting this response because:
  
  Based on the information shared, the company had to have done one of two things. The screenshot is either from the share function used at the time of the testing or it was accessed from the saved reports feature. The saved reports feature would have a time stamp within the shared report screen showing when the test was done. Additionally, if it was done via the share function (for example I share every test to an email for this purpose), then the company should be able to provide the recipient of the share with the timestamp. Additionally, the software tool being used allows clearing of codes and allows a manual input of VIN number to generate a report. I think the BBB should engage an automotive technician to evaluate the evidence provided by both parties to determine if my ask is unreasonable. 
  
  Sincerely,
  
  ***************************

  Customer response

  07/18/2024

  This is a joke. This company clearly has learned how you operate. Read the messages. This company has a A rating with you but 1/5 on consumer reviews. They did nothing in good faith and refused to provide any relevant documentation disputing my claim. You are supposed to be an objective, independent, trusted source for consumers and are literally just closing cases stating they made a good faith effort to settle the dispute just because they responded with no legitimate evidence they did anything to settle or fix the issue.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not ever take your vehicle here for body work. I have a 2018 jeep that was in need of a repair after hitting a curb in the ice. I was told on January 26th that they could have my vehicle in by February 14th and finished by the end of February, and they would try to work it in faster. Every time the date comes near they say they need more parts and extend giving me back my vehicle another two weeks. It is now April 16th and I do not have my vehicle back. Since they can't get the alignment completed I requested them to bring it to their jeep dealer in ******. ****** has completed the work and says it is driving normal and they are waiting for auffenberg **** to pick it up. I call auffenberg **** and I'm told we will call you when it's ready the other dealership is delivering it back to us. They are withholding my vehicle from me for no reason and refusing to give it back at this point. It's not right and I feel like there is nothing I can do.

  Business response

  04/30/2024

  We had a few delays in delivering of the vehicle to us and this concerned the customer. Her complaint was that she couldn't pick up her vehicle from CDJR after sublet services were performed.  
  
  The vehicle repairs have been completed and the customer picked up the vehicle this morning. The concern has been resolved and settled with the customer. 
  
  Please let me know if we can assist any further! Thank you!

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I purchased a 2011 Grand Cherokee on 3/2/2024. Starting day 2 of owning the vehicle, we began having issues with it starting. Since then, we have had it in our possession for 10 days; the remaining days (14 days) it has been in the possession of Auffenberg being "looked at". To this day March 26, the sales manager at the Econo lot has refused to provide timely updates and keeps deferring any additional information to provide updates on the status of the car. For the third time, they dropped the vehicle off at the Auffenberg Jeep dealer earlier this week. Their service techs then performed a multi point inspection, finding issues totaling up to $5,604.37. We only paid $10,000 for this vehicle and all of these issues are pre-existing to us owning it. We have barely put ~70 miles on the vehicle ourselves. After getting this quote of nearly $6,000, I contacted the salesperson I worked with and they are still denying to complete the needed service and are "going to have the techs look at it again. We don't think that quote is right." After speaking to a service advisor at the Jeep dealer, she was shocked the car was even sold in its current state. There was also a service record of the vehicle being at that dealership with an oil leak that was never resolved (included in the quote) and that we were never told about before purchasing the vehicle. At this point, I really can't even explain the frustrations that have gone into this entire situation. Avoid this dealer at all costs.

  Customer response

  06/19/2024

  My complaint has been resolved.

*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. ↩