Complaints

• Initial Complaint

  01/26/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I bought a 2010 LS 460 ***** from them. It was advertised as beautiful condition with no known mechanical issues or problems. The car was listed and sold OVER book value. Upon delivery, the vehicle has a parasitic draw, bad battery, won't hold a charge, left me stranded , it needs left front upper control arms that won't pass a safety inspection, there are lights out on the radio and nav unit. These are known problems for this car and should have been repaired prior to sale. They deceived me, didn't disclose any of this, and now I have a car I cannot drive, and nor do I feel safe or comfortable using the car because of this. I am seeking refund for parts, labor, diagnostics, and any related charges for having the car repaired to pass a new York state inspection. I am not happy at all and feel I was tricked, and they knew about the problems.

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  On September 23rd 2023 I purchased a 2009 C300 ******** from St. Charles Motorcars in Saint Charles ******** for $15,662 I was initially told that they would provide shipping at my cost. However they did not provide any shipping and I had to arrange for transportation myself. It took about 6 days to get the car from ******** to ***** via professional shipping services. I drove the car for less than 30 mi and the " check engine light" came on. I immediately called Saint Charles motor car and they told me to get an estimate and they would "help pay for it". I brought the car to the nearest ******** dealer who hooked it up to their computer and told me that the check engine light had been reset several times very recently but that the problem had not been repaired. The cost for the repair was $800. I tried several times to contact the sales person and the owner of St. Charles Motorcar so that they would "help" with this bill. but they have not returned my calls or emails. I feel that the dealership has not kept it is word by helping me with the payment. I also feel that any dealership would have had a mechanic check the car out before they sold it and would have known that the problem existed. the fact that the engine light had been reset during the time the dealerships owned the car is proof of this.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Hello,I called the used car dealership when then opened at 10:00am (Spoke w/ *****) to schedule an appointment to test drive and look at a car they were selling. (2013 Audi Q5 3.0T) Time 4:30pm ***** from the dealership called me at 2:19pm and said that someone walked in and bought the car. I told him that we had an agreement and that I would be there at 4:30 to test drive and look at the car. He said that a deposit could have been put down to reserve the car. The problem is he NEVER mentioned the deposit when we spoke and scheduled the appointment. Now Im out of a car that I wanted to buy. I filing this complaint against St. Charles Motorcars because of their horrible business practices. This is unacceptable!My name is *************************** and my mobile# ************

  Business response

  05/11/2023

  Hello, 

  I am ***************************, one of the sales representatives, at St. Charles Motorcars. I have been working here for three years, and have handled every phone conversation the same. ******************** sent in a vehicle availability inquiry on Sunday, April 30th, at 2:10PM, regarding a 2013 Audi Q5 that we had for sale. The dealership is closed during those hours, therefore, nobody was able to answer his inquiry until the next day. I saw his inquiry at 10:00 AM, on Monday, May 1st, and spoke with ******************** on the phone right as we opened. We discussed features about the vehicle, and how it was available at that particular point in time. I told him that because of the aggressive price on this vehicle, and that we operate on a first-come first-serve basis, that he should put a deposit down to hold the particular vehicle, until he can arrive at 4:30 PM. ******************** declined to leave a deposit, leaving the opportunity for the vehicle to be purchased by any potential customer from 10:23 AM (moment our conversation ended) until 4:30 PM. ******************** never mentioned the intent to purchase the vehicle, and quoted that he "just wanted to look" at the vehicle later that afternoon. 

  After what was a positive phone experience for myself, and the customer, 1 hour later around 11:30 AM, another sales representative saw a customer browsing my car lot, particularly looking at the 2013 Audi Q5. They went on a test-drive, agreed upon a price, and accomplished getting his customer approved for financing. That customer agreed to make a deal with St. *********************************************, then taking the 2013 Audi Q5 off the market. 

  That deal was not finalized until 2:00 PM. As soon as I found out the outcome of the deal between my fellow salesmen, and his customer, I immediately reached out to ********************. What was a positive experience with ******************** earlier quickly turned into a negative situation, as he was being irate over the phone. After a numerous amount of fowl language, ******************** refused to speak with me anymore, and only wanted to be in contact with the owner of the store. He was unavailable at that moment, which lead to a call with ******************** 1 hour and 40 minutes later, when the owner of the store returned from a car auction. 

  At around 3:40 - 4:00 PM, the owner of St. Charles Motorcars, ***********************, contacted ********************, regarding our situation with the sale of the 2013 Audi Q5. Personally, I have never heard more aggressiveness, and rage, in a phone conversation, than the call between ******, ********************, and myself. For the first time in three years of working for St. Charles Motorcars, I have never felt afraid to be at my place of employment, as ******************** threatened to come to St. Charles Motorcars, and physically "teach me a ******** We take threats, and the safety of our employees very seriously in our line of work, and especially when they live only 20 minutes away from our establishment. We then ended further conversations with ********************* 

  I had no intention of starting a feud with ********************. As I stated above, our first phone conversation went very pleasant. He refused to leave a deposit on the vehicle, making it available to anyone who decides to walk into our store. We strive for excellent customer service at St. *********************************************, and have done so for the total of ten years we have been in business. I would advise ******************** to potentially seek out anger management, as today's society takes threats of physical action very seriously, and he should learn to speak to others, the same way he would like to be spoken to. 

   

  -************************;

  Customer response

  05/12/2023

   
  Complaint: 20004157
  
  I am rejecting this response because:

  The sales representative ***** NEVER offered the deposit to hold the car when we spoke on the phone when they opened at 10am. I asked him what we needed to do to hold the car and again he did not offer putting down a deposit. 
  

  HE IS LYING in this response.

  I brought it up to him at the time he called me back around 2:15pm. The reason I say this is because this wouldnt be an issue if he had offered it to me. We would have put down a deposit to hold the Audi Q5. It is unbelievable that he would type this in a response. That is outright LIBEL. 
  

  I want this to complaint to go on their permanent record.

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

*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. ↩