Lou Fusz Automotive Network

Initial Business Response /* (1000, 7, 2016/02/29) */
We provided every one a chance to win. In fact we had someone win a brand new car. These prizes were insured and the details were clearly marked on flyer.

Initial Business Response /* (1000, 7, 2015/09/25) */
We are refunding the customers money as per their request.

There was no false advertisement at all in this deal.  Mr [redacted] came from Muscatine Iowa to purchase a vehicle at the price advertised online.  Mr [redacted] purchased the vehicle for the advertised price and elected to purchase a maintenance package which was broken out on the...

purchase agreement separate from the purchase price.  The Car Pass program also has its own purchase agreement also.  Mr [redacted] signed and accepted all parts of the sale.  Mr [redacted] decided after returning home that he did not want the Car Pass agreement and spoke with the Finance Manger.  The cancellation of the program immediately took place and a refund was mailed to the customer.  This purchase took place on Saturday the 28th of January and Mr [redacted] called in his concern on Monday the 30th of January.  The refund took place no less than 24hrs from the time of the concern.  This complaint was Placed on the 31st of January, not allowing the process to run its course.  Lou Fusz Buick GMC has fulfilled all of its obligations to the Customer.

On 1/5/2017 Ms. Hoke brought the vehicle in for a diagnostic on the check engine light. She made us aware that she had an aftermarket technician working on the vehicle prior to her bringing the vehicle to us. The repairs that were made at that time were to address the check engine light, the...

technician noted on that repair order that the vehicle had a slow start at times. In an effort to help the customer with the repair bill for the spark plugs, coil, solenoid, valve cover gaskets, and timing belt we gave her a 10% discount. The total bill was $1718.07. After she contacted us about the slow start issue on 1/8/2017 we agreed to look at the issue at no charge. When we contacted Ms. [redacted] regarding the starter, [redacted] gave her a discounted labor rate and found an aftermarket part to help save her money on the repair as well as offered the 10% discount off the repair, as we had done on the previous repair order. Ms. [redacted] declined the repair, She also at that time had a window tint issue that we addressed with the tint company who corrected the tint, she picked the vehicle us on 1/10/2017.

Initial Business Response /* (1000, 7, 2015/10/22) */
Contacted the owner and requested her to bring the vehicle back in. Will provide a loaner/rental vehicle, so we can diagnose and repair her vehicle.

Initial Business Response /* (1000, 5, 2015/11/24) */
Left message for customer. Correct contact number for customer is XXX-XXX-XXXX. Vehicle has been repaired in our shop, vehicle was sold as is. We provided customer with a free loaner along with covering part of sales tax as compensation....

Customer did not have to pay anything for repairs. Waiting to see if there is something else we may assist with.

My name is [redacted], I am the General Sales Manager at Lou Fusz ALfa Romeo and Fiat of Metro East located in Fairview Heights IL.  On September 6 2017 we sold the [redacted] family a 2014 Ford Fusion.  Mr [redacted] came into the dealership on or around Nov 10 2017 stating he was...

unhappy with the Fusion that he purchased and wanted to return the vehicle.  I have had several conversations with Mr [redacted], his son, and with the lender that gave Mr [redacted] his loan.  I spoke to Mr [redacted] again this morning, Friday November 24 and informed him that Lou Fusz Alfa Romeo and Fiat of Metro East would unwind his car deal and let him return the car.  The complaint has been resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

[redacted] came in and bought a Mini Cooper during a sales event we were hosting at Lou Fusz Alfa Romeo and Fiat of Metro East.  During the test drive the customer and the sales associate informed management that a check engine light came on in thew car.  We discussed with the customer that...

if she liked and wanted to buy the vehicle we would have our shop fix the vehicle ASAP.  The customer agreed to continue with the purchase as long as we would put in writing that we would fix the car.  The customer as well as store management both signed the "We Owe" form stating we would fix the car.  The customer chose to drive the Mini Cooper home even though the engine light was on knowing we were going to fix for her within 48 hrs.  [redacted] then called us the next day stating the car was making an odd sound.  Right away we had her car towed into our dealership at no charge to the customer and our shop diagnosed and fixed the problem.  The issue was an ignition coil was bad and we had it fixed just like we promised her we would at no charge to the customer.  When we told he that her car was ready to be picked up, she told us that she had changed her mind and didnt think she can afford the car.  She then stated that we were not supposed to deposit a $500 check that she had signed and given to us as a down payment.  No where in the deal is there any note of holding a check.  Lou Fusz does not take post dated checks.  The customer acknowledged that she felt remorse after buying the car and wanted out of the deal.  We do full disclosures of price, payment and details of the financing and the customer signed each and every form.  We do stride for 100% customer satisfaction so we have spoken to the customer and informed her we would let her out of the deal and we gave her a full refund of her money.  The customer has told us she is happy and appreciates us working to resolve the issue.

We have reached out to the Gap company and are waiting a response. We are the lienholder and are waiting for payment from the Gap company. We will reach out to the customer and Gap insurance company to resolve the issue for both us and the customer.

Initial Business Response /* (1000, 7, 2015/04/23) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@[redacted].com
We have taken care of the customer at this time. The customer lives hours from the our store. We paid Lowe Chevy parts dept to provide customer a...

key.
To best of our knowledge this is resolved!

To whom It May concern Please inform the customer that I will refund her the cost of the windshield for her inconvenience. [redacted]

Hit a curb during a bad ice storm in December. This place was the closest certified dealership to me. It took a while to get it completed but they were slammed (no pun intended) with work to say the least. [redacted]'s an MVP for that place, sincere and cares about his customers satisfaction. [redacted]'s amazing crew is second to none, they know their stuff and do high-quality work. My Hyundai had a noise after the work was completed (the cleaner noticed it and said something!!) and even though [redacted] knew I was upset from it taking so long, he would not let the car go until his crew took a look at it again. I'm ultimately glad he made that call. He went above and beyond to satisfy me and in the end I'm glad I made the choice to take it there. Thank you [redacted] and thank you Lou Fusz Toyota Collision crew, you're all heroes in my eyes.

In response to the complaint of the customer, I took it upon myself to speak to the service manager, [redacted], that works at the dealership where the car was worked on.  He notified me that many of these statements are inaccurate or simply not true.  They examined the badly damaged...

engine and determined that there was so much damage that a replacement engine would be needed because of the many small metallic particles that were sent through the engine oiling system that it was going to cause more problems in other areas.  The extended warranty refused and told them to only repair the crankshaft as they were instructed.  The extended warranty company even sent their own representative to come in to personally look at the engine and examine the damage and then then they told them to repair it the way they told them to.  They even took pictures.  They then told the customer that this was not a good plan even before the work started.  Our phone calls are recorded and s are the Warranty company's phone calls.  The inspector even took pictures of the metal particles.  After the repair, the vehicle was then test driven and after a while they determined a new noise starting to come in near the lifter area that did get worse after a while.  Upon disassembly of the lifters, they found metal particles in there causing the lifters to malfunction.  When contacting the extended warranty again, they would only offer $450.00 toward the $2,000.00 needed for additional repair.  They refused any further claims.  The customer is fully aware of all of the above as they kept them informed every step of the way.  They did the work in good faith and only did what they were told to do by the warranty company, nothing less.  The bottom line is: this is customer's car and their extended warranty, they were merely repairing the vehicle as they were instructed.[redacted]Lou Fusz Automotive Network

THIS IS WHAT I STATED BACK ON 8/19/15 ON MY PREVIOUS Revdex.com COMPLAINT OVER THE WINSHIELD WIPER MOTOR PROBLEM: “BACK IN APRIL OF 2013, THE WIPER STOPPED WORKING DURING HEAVY RAIN AND HEAVY WINDS. TOOK CAR TO LOU FUSZ CHEVROLET OF ST. PETERS, MO (WHICH IS WHERE THE CAR WAS FIRST BOUGHT IN JUNE 2010). MY WIFE AND I WERE ADVISED THAT WIPER TRANSMISSION/MODULE LOOSE AT MOTOR. THE WIPER MODULE ASSEMBLY WAS REPLACED. ON 6/30/14, DUE TO RAIN ON THE INTERSTATE HIGHWAY, THE WIPER STOPPED WORKING AGAIN, BUT DUE TO THIS OCCURED OVER A YEAR AGO AND 12,000 WARRANTY EXPIRED, MY WIFE AND WERE TOLD IT HAD TO BE REPLACED AGAIN AND WE HAD TO PAY FOR IT (MILEAGE 92284). ON 6/19/15, WIPER AGAIN GOES OUT DUE TO HEAVY RAIN ON THE INTERSTATE HIGHWAY (MILEAGE 113245). HOWEVER, PHONE SERVICE REP SAID TO HAVE THE FUSE BOX REPLACED BECAUSE OF INTERNAL SHORT ON POWER SIDE OF WIPER MOTOR ON SIGNAL CIRCUIT. PHONE SERVICE REP ALSO TOLD ME THAT FUSE BOX WAS NEEDED DUE TO SOME 'SHORT' WITH BLINKER, EVEN THOUGH MY WIFE NEVER MENTIONED ANYTHING ABOUT THE BLINKER TO THE SERVICE REP. I ONLY GAVE APPROVAL FOR THE BLINKER THINKING MY WIFE WAS ALREADY AWARE OF THE "SUPPOSED BLINKER ISSUE." AFTER THE FUSE BOX WAS REPLACED, THE PROBLEM STILL EXISTED. YET, WE STILL HAD TO PAY FOR THE FUSE BOX REPLACEMENT! IT WAS THEN DETERMINED THAT THE TECH FOUND THE WIPER TRANSMISSION LINK BAR WAS BROKEN. PLEASE INVESTIGATE THIS AND LET ME KNOW WHAT THE OUTCOME IS!! I FIND IT VERY UNUSUAL TO HAVE SOMETHING LIKE A WIPER MOTOR BREAK THREE TIMES IN THREE YEARS. I AM VERY CONCERNED THAT MY WIFE AND I HAVE BEEN UNFAIRLY CHARGED ON THE LAST ATTEMPT WHERE WE HAD TO PAY FOR A FUSE BOX, YET THAT DIDN'T SOLVE THE PROBLEM AT FIRST. MY WIFE AND I NEVER HAD A PROBLEM WITH A CAR WITH WIPERS BREAKING DOWN LIKE THIS ONE HAS. AT THAT POINT I WAS NOT CONFIDENT IN TALKING TO A MANAGER DUE TO I WOULD JUST BE HEARING 'PROTOCAL' TALK, INCLUDING ALONG THE LINES THAT MY WIFE AND I 'EXCEEDED WARRANTY' TALK. THEREFORE, I AM NOT CONFIDENT AT THIS TIME THAT MY WIFE'S AND MY CONCERNS WILL NOT BE TAKEN SERIOUSLY OVER HOW MANY TIMES THIS WIPER MOTOR ISSUE HAS OCCURRED.” UPDATE ON THE PROBLEM: THE WINSHIELD WIPER MOTER OCCURRED AGAIN TO WHERE IT WAS TAKEN TO THE LOU FUSZ ST PETERS, MO, LOCATION ON 5/22/17 WITH A MILEAGE OF 158455. THIS TIME MY WIFE AND I FIRST HAD TO PAY AROUND $400.00 TO REPAIR IT, AGAIN!!!!!!!! MY WIFE AND I BOTH ASKED TO DISCUSS WITH A MANAGER. THE PARTS MANAGER SAID HE WAS ONLY ALLOWED TO DROP ONLY $40.00 (10%) OFF THE CHARGES BRINGING IT DOWN TO $356.00. THE MANAGER SAID THAT WAS THE BEST HE CAN DO FOR THIS. I FIND THIS VERY UNACCEPTABLE, VERY INSULTING TO A DEGREE, AND NOT TO MY SATISFACTION THAT THIS IS STILL A SAFETY HAZARD AFTER BEING REPAIRED FOR THE FOURTH TIME IN FOUR YEARS AND ONLY $40.00 CAN GET DROPPED & NO INVESTIGATION BEING CONDUCTED AS TO WHY THIS PROBLEM STILL OCCURS ON THIS CAR. THE PARTS MANAGER HAS SAID THIS HAPPENS TO OTHER CARS, BUT NO DATA/STATISTICS WERE GIVEN (OR SHOWN) TO ME TO BACK THAT UP SINCE IT WAS NEAR THE TIME OF CLOSING. I WAS PROVIDED A PHONE NUMBER TO CALL GM ABOUT THIS PROBLEM. WHILE AT LOU FUSZ-ST PETERS, MO, I CALLED GM ON MY CELL PHONE AND I APPRECIATE THAT THE SERVICE ADVISOR ON MY TICKET TOOK THE TIME (INCLUDING GOING PAST CLOSING TIME, WHICH I APPRECIATED) TO VERIFY WITH GM ON THE PHONE THE NUMBER OF TIMES THIS WIPER MODULE PROBLEM HAS OCCURRED. MY CASE# WITH GM IS UNDER #[redacted]. GM NEEDS TO ALSO THOROUGHLY INVESTIGATE INTO THIS AS WELL AND A COMPLAINT HAS BEEN SUBMITTED ON THEM AS WELL. I WANT THIS THOROUGHLY INVESTIGATED IN REGARDS TO WHY NOW FOUR WINSHIELD WIPER MOTOR ISSUES OCCURRED IN FOUR YEARS ON THE SAME CAR. MY WIFE & I NEVER EXPERIENCED & NEVER HEARD OF THIS HAPPENING WITH A WIPER MOTOR ON ANY CAR. I DON’T THINK WE SHOULD HAVE BEEN CHARGED THAT HIGH ON AN ONGOING PROBLEM FOR THE FOURTH TIME NOW IN FOUR YEARS!!!!! OR, IF WE ARE STILL GOING TO BE CHARGED AT $356.00, I EXPECT A VERY THOROUGH INVESTIGATION ON THIS!!! THIS INCLUDES THE PARTS INVOLVED, THE SUPPLIER OF THESE PARTS, AND THE REPAIRS INVOLVED—INCLUDING THE PERSON(S) INVOLVED WITH ALL FOUR REPAIRS!! ALSO, I EXPECT DATA/STATISTICS TO BACK UP WHAT THE PARTS MANAGER SAID EARLIER ABOUT THIS HAPPENING TO OTHER CARS AND HOW OFTEN DOES THIS OCCUR!! IN GENERAL FROM BOTH GM AND LOU FUSZ—ST PETERS, MO, BOTH COMPANIES MENTIONED THAT THE REPAIR NOW IS COVERED FOR 12,000 MILES----I DON’T WANT TO HEAR THAT AGAIN SINCE THAT WAS ALL I HEARD SO MANY TIMES BY BOTH COMPANIES ON 5/22/17, LIKE A BROKEN RECORD. JUST HEARING THAT NO INVESTIGATION AND/OR RECALL IS NOT DONE OVER THE WINSHIELD WIPER MOTOR PROBLEM AND THAT NOTHING ELSE CAN BE DONE, DOESN’T HELP RESOLVE (CLOSE) THIS CASE WITH ME. OTHERWISE, THEN I THINK THIS SHOULD BE CHANGED TO A ‘LIFETIME WARRANTY’----ESPECIALLY ON A SAFETY HAZARD!!! NOW I AM ASKING FOR A PHONE CALL DISCUSSION WITH THE MANAGEMENT OF LOU FUSZ STARTING WITH [redacted] AND/OR [redacted] AND THE STORE MANAGER OF THE LOU FUSZ LOCATION AT ST PETERS, MO, OVER THIS PROBLEM. I WILL SOON FIND OUT HOW SERIOUSLY [redacted], AND THE STORE MANAGER OF LOU FUSZ AT THE ST. PETERS, MO, LOCATION WILL ADDRESS MY CONCERNS OVER THIS SAFETY HAZARD OVER THE WINSHIELD WIPER MOTORS!!!! EITHER LOU FUSZ (INCLUDING THE ST PETERS, MO, LOCATION) NEEDS TO GET WITH GM OR VICE VERSA AS TO WHAT CAN BE DONE TO CORRECT THIS ONGOING PROBLEM!! I ALSO WANT AN EXPLANATION OF HOW A WINSHIELD WIPER MOTOR WEARS OUT AT 12,000 MILES WHEN IT DOES NOT RAIN (SNOW, ICE, ETC.) EVERY DAY OF A CALENDAR YEAR (365 DAYS)!!!!!!!!! I WILL NOT ‘CLOSE’ THIS CASE UNTIL I START GETTING ANSWERS FROM EITHER ONE OF THEM BY PHONE!!!!!!

To Whom It May Concern, Mr.[redacted] purchased a car on 9-14-2016. At that time his requirements for the loan was a down payment of $1000 in cash or trade. Mr.[redacted] traded in his car valued at $1000. He said he lost his title. We had him fill out a title application to apply for a new title. A short...

time after we were informed that on 9-12-2016 Mr.[redacted] took out a loan against his title on 9-12-2016 which was in the amount of $887.67 for us to obtain a clear title. We have had several arrangements with Mr.[redacted] including one on 11-26-2016 which he did not make. Mr.[redacted] is suppose to pay his obligation in full today. As of this response he has not done so.

Complaint: [redacted]
I am rejecting this response because: I feel that I should be able to get my car serviced at any Buick dealership and it be covered under my warranty. I feel that all the Buick dealerships are one in the same and that if I have a warranty on my car that they should be able to see this information in their system and not charge me for unnecessary problems that are either recall or covered under my warranty. I feel as if I paid for a warranty that I cannot use and feel as if I should be reimbursed for it if I’m the one who is going to pay for my repairs out of pocket. I’m a customer and feel that their is poor customer service is going on. Nothing major has been covered on my warranty and I feel as if my clutch needs to be fix and no one seems to care at the Buick dealerships. I feel cheated out of my money I paid 35 thousand dollars for my Buick Verono and I’m having major issues with it and nothing is covered under my warranty which is terrible and all I’m asking now is that my clutch be fixed it as a recall or under my warranty this clutch on my car makes it a terrible safety hazard and something needs to be done. I have a new car and should not be having major repairs this early on 35 thousand dollars car, I feel that my money was not worth this pain and suffering I’m experiencing.
Sincerely,
[redacted]

Revdex.com:
Unfortunately the timeline of events provided is incorrect and incomplete. [redacted] fails to provide any details of the dealerships very poor communications. In 2017, 22 voicemail messages left for him, his managers, and corporate to resolve this issue. I had to go up to the dealership in person just to get someone to notice my issue. Not one single person cared when I called. I was told I was incorrect and they had mailed my title to me and it would cost an additional $150.00 to acquire a duplicate title. Per [redacted]s response, "...I know that we may have created the problem to begin with..." Yes, Lou Fusz created the issue. The fact of the matter is 600+ days later the customer still does not have his title and the dealership is doing nothing to help fix this other then tell me to wait on the mail since late December 2017...Lou Fusz has provided excuse after excuse and even inappropriately attempted to blame this on my 2017 relocation however the incorrect paperwork was submitted by 2016. Not sure how my move in 2017 was the cause of their paperwork issues in 2016, but just another attempt at deflecting the ultimate cause, the dealership incorrectly submitted paperwork and still has yet to fix the issue...To return the personal note. The GM [redacted], is an overly sensitive individual who is unable to handle pressure when you question him and his organization on mistakes they’ve made. Giving a customer zero options and telling to 'wait on the mail' for months is unacceptable. The inability to resolve or defuse a situation they themselves have caused over 600 days ago exposes a lack of leadership and management skills on his part and the dealership in whole. I purchase the car in June of 2016, Its now the 8th of March 2018 and I still do not have my title... 
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/11/27) */
New vehicle service contract prices take into account the factory Toyota warranty. The price of the service contract you purchased was reduced due to this. The refund you received was the correct pro rated amount as stated on your contract.

Lou Fusz Toyota is not a direct repair facility for [redacted] Insurance. After two weeks [redacted] asked us to write an estimate. [redacted] approved the estimate with aftermarket part numbers. Those parts numbers were not correct for this vehicle. Reordered the parts, and finished...

the vehicle.[redacted], Bodyshop Manager, approved wheel repair and paintless dent removal of some door dings to compensate the owner for our oversight in contacting the owner and keeping them informed about their vehicle.