Lou Fusz Automotive Network

Revdex.com Serving Eastern & Southwest Missouri and Southern IllinoisConsumer Complaint # [redacted] Ro [redacted] :Mr [redacted] brought his vehicle in for diagnosis 8/19/on repair order [redacted] His concern was that the vehicle would not start after it had been sitting We diagnosed the concern found several fault codes and determined the fuse block was faulty, provided a repair estimate of $and customer declined the repairs Mr [redacted] was charged $to diagnose the concern.Ro [redacted] :Mr [redacted] returned with his vehicle on 8/28/installed his own aftermarket fuse block on our parking lot (against our recommendation) At this time now the vehicle will not crank to start Customer request we look at the vehicle again and that our original diagnosis was incorrect We opened repair order [redacted] and diagnosed his concern of no crank to start After extensive diagnosis found the customer installed fuse block was faulty causing the concern There was no charge to the customer on this repair order.Ro [redacted] :Mr [redacted] after leaving his vehicle on our lot from 8/28/to 10/05/is now stating he installed another fuse block in his vehicle on our parking lot and the vehicle still will not crank to start Again we diagnosed his concern at no charge to the customer and found that the fuse block was not installed correctly at which time we remove the fuse block and reseated the terminals and the vehicle will now start After getting the vehicle to start there are now several warning lights coming on possibly related to the faulty fuse blocks or the faulty customer installation At this time we did perform a special coverage replacing the power steering assist motor that was under warranty by General Motors.Ro [redacted] :Mr [redacted] has now returned 10/14/stating the fuse block repairs did not correct his concern, the vehicle is now starting but the customer states the transmission is not shifting and will not go over MPH Customer also now states the gauges are not working and the A/C is not blowing cold Customer also stated the power steering light, Traction Control light and ABS lights are all on Customer also added that he has a dent in the door that happened during the prior repairs We again diagnose the customers vehicle at no charge to the customer and determine the Transmission Control Module has lost communication and is faulty The Transmission Control Module may be related to the other concerns however will need to be replaced before any further diagnosis could be performed on the other items due to possibly related concern Provided customer with estimate of $to replace the Transmission Control Module and customer declined We also requested customer to get an estimate from our Body Shop and we could determine how we would proceed At this point customer took vehicle and we have not heard from him to date.At this time I would not be willing to refund the customers diagnosis, however we would be willing to work with the customer to repair the dent in his door.With Respect, [redacted] , General ManagerLou Fusz Chevrolet

In reviewing this complaint we were unable to locate the information given to the customer from [redacted] We had attempted to repair by replacing a switch which was not working correctly, at the time of replacement A/C Compressor did function Customer then returned shortly to advise it was now blowing hot air again Lou Fusz Chevrolet then realized that the compressor replacement had to be preformed, at a bill of $ We offered to let her previous payment to be applied to the new installation and replacement of compressor Customer then demanded a refund Lou Fusz Chevrolet has no knowledge as to [redacted] 's diagnosis and that they themselves may have recommended replacement of compressor Lou Fusz Chevrolet had no intention but to fix the switch in that that was not functioning either, in hopes that compressor may not need to be replaced, although this was not the case.Lou Fusz will refund the amount of repair for the switch that was replaced and installed, although Lou Fusz Chevrolet had best intention to save the customer a more costly repair We will extend to the customer also a 30% off the replacement of compressor if customer deems to have this repair completed[redacted] General Manager

Ms. [redacted] received a mailing for a sale and came to the dealership. The advertisement listed several prizes including gift cards, TV's and even a new vehicle. Upon arriving at the dealership Ms. [redacted] provided our sales representative her credit information and signed a credit... application authorizing our dealership to run credit and obtain financing for a new vehicle. We would not have been able to run credit without Ms. [redacted] providing her social security number and signing to authorized Lou Fusz to run her credit.

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @***.com I would like to state that we stand behind the diagnoses that we made on Mr***'s vehicle and even though another Dealer replaced a part under warranty that does not validate the issue it just means a part was replaced under warrantyMr [redacted] was a very rude customer that I found yelling at the Service Advisor in the Service Drive and I brought him into my office to discuss the problem, he then started yelling at me and when I asked him why he was yelling he stated he was not yelling but taking control of the situationMr [redacted] was very difficult and rude to deal with, I am glad he is satisfied with the repairs on his vehicle by Mid Rivers and I will send him a $gas card for his perceived inconvenience at Lou Fusz

as the service manager, I have investigated this matter thoroughlyI met with the technician who explained the process of running the emissions inspection and also explained the error given by the state machine regarding the low alternator voltageI then met with the service advisor who received a phone call from a gentleman attacking and using profanity as our service advisor tried to explain the error coderather than allowing our advisor the opportunity to explain the error code to the gentleman, he continued to verbally assault and ultimately threatened our employeewe instruct our employees to end all communication when they are threatened by any customerthe customer then contacted our sales manager and verbally assaulted him with inappropriate language as well The customer also insinuated we were attempting to charge her because she was a woman as the only the only female service manager in the Lou Fusz Automotive Network, I assure you that we treat every customer with the utmost respect, regardless of age, gender, or denomination I am attaching both calls for the Revdex.com to not only review but to also remove this complaint from our recordsIt should also be noted that we did not charge the customer for the inspection that could not be performed

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

To Whom It May ConcernWe have been experiencing increased wait times due to the high volume of oil change request we have experienced over the last several months, the [redacted] 's did purchase a Car Pass Program that we offer to our customers and one of the benefits to the program is the availability to move to the front of the line In some cases though the front of the line involves other Car Pass Members making it impossible to move the current customer forward, with this being said the Management Team has approved the expansion of our service department to include up to additional service bays doubling the current number of service bays we currently have This of course will take anywhere from months to a year to complete so as I know this does not address their immediate concern I would like to offer them a $gift card for their inconvenience and the next time they need to get an oil change they can receive a no-charge loaner car ($Gift Card and No Charge Loaner Voucher will be mailed to them) on their next visit if we cannot get oil change completed within one hour of arrival Sincerely, [redacted] General ManagerLou Fusz CDJR

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]

I guess let's start over, is this the Manufacture's warranty? Or is this an extended warranty that you purchased from [redacted] ? If it is an aftermarket warranty , that claim is between you and the warranty company I would suggest calling them and asking why it's not covered, and the company can better explain it Also, is the vehicle in our Shop now?

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] ***

Complaint: [redacted] I am rejecting this response because:Not one individual we worked with at the dealership explained that the "We Owe" accessories were to be paid by me, the leaseeIf I am responsible for these, why was a "We Owe" form for rain guards, a cargo mat and or tray, and bumper guard (if available) completed during the lease process? Your communication and business practices are not straightforward and helpful to individuals you hope to keep as customers In your response to my complaint, you stated that you have "addressed many concerns/issues [I] previously expressedIt is not clear to me how you have addressed these as no resolution has been madeYour continual failure to support someone who did make the decision to lease from you is appalling [redacted]

Ms *** Brought her vehicle in because the A/C was not workingShe had it Diagnosed somewhere elseThey diagnosed the problem as ONE of the several refrigerant lines leakingMs *** brought her own parts in for us to install which we didThe air conditioning did not work for very
longShe returned and we found another line that was also leaking that the other shop was not able to determine when they checked it.We at Lou Fusz have no responsibility in this matter as we merely installed the parts that the customer brought in and directed us toWe did not diagnose the repair and we did not supply the part

To Whom It May ConcernMr*** purchased the addressed vehicle December and sometime within the first three months of ownership he had a complaint that the vehicle was surging while being driven, he was advised to bring the vehicle in and on two separate occasions we were unable to duplicate
the problem. Mr*** insisted there was something wrong with the vehicle so we sent the vehicle out to an independent repair facility to have the vehicle diagnosed and again the problem could not be duplicated. After the independent repair facility could not duplicate the problem and even though Mr*** was out of the warranty period we offered to exchange the vehicle for another vehicle which Mr*** was fine with, the unfortunate problem was that Mr***'s credit had declined and we were unable to secure a new loan for him. Some time after that Mr*** called and said he was still having issues with the vehicle and I told him I would give him one more chance to address the issue he was having, if he took the vehicle to a BMW new vehicle repair facility and had the vehicle diagnosed if they found something wrong I would pay for it and if not he would be responsible for the diagnostic charge. The BMW service department could not duplicate the problem but told the customer that it is possible the trans axle could have something to do with it but could not be sure since they could not duplicate the problem, I told Mr*** that until someone could diagnose the problem I did not have an interest in just throwing money at a problem that could not be duplicated, after numerous conversation with the customer telling me I did not want to help him and demanding that the BMW service department new what the problem was I agreed to have the vehicle repaired. I told Mr*** that if I agreed to pay for the repair that this was the last repair that I would pay for and since the repair facility was of his choosing he felt confident with their diagnoses and agreed to accept my offer (the repair was $3000). Some time after the BMW service department did the repairs I received a call from Mr*** stated that he was still having an issue with the vehicle and was being told by the BMW service department it needed the coils replaced and that would be another $1800, I reminded Mr*** of our agreement and he stated that he did not care about the agreement that he wanted us to continue to spend money on a problem that only he has been able to witness. I have addressed this situation with both Mr*** and his father numerous times and I feel that Lou Fusz has been more than fair with Mr*** especially with a problem that no one other than Mr*** has been able to experience. In closing I gave Mr*** an opportunity to have the vehicle diagnosed at a place of his choosing, did not agree with their assessment but still agreed to pay for the repair of $not including the money I spent on the other three diagnoses and Mr*** still thinks we owe him something.Sincerely,*** ***

to whom it may concern: We are trying to get all of the paperwork to the new address of ** * *** *** *** **, ***. We have been speaking with a *** *** claiming Mr *** *** is incapacitated and not available at the *** ** *** Address currently on the
paperwork. The delay is due to confusion as to who and where the paperwork needs to go? We have sent the paperwork to *** * *** *** in error and will resend the paperwork to ** * *** *** once we have received it back from the post office. As for any monies owed on the Lucerne trade, it was used as a traand was discounted from the price. The package is in routed back to us from *** currently via tracking No# *** ***. Please advise us as how to follow up, should we continue to mail all of the paperwork the the current sale address at *** *** *** ** *** * *** ** ***, mo 63367? the customer can contact me directly with any questions or issues. *** ***@***.com

Lou Fusz will gladly put it in writing and reissue a new contract stating payments are due monthly as long as the customer is currentThe current contract does state bi-weekly but we will adjustCustomer needs to come in and see myself, *** *** ***

I was using Lou Fusz to get a second opinion regarding a diagnoses that had already been performed by another shop. The first shop had mentioned that the following items were in need of repair due to the oil leak: Valve Cover Gasket, Hydra-Bust and the Break Booster. Based on my first visit to Lou Fusz on 10/24/16, they also mentioned that the Valve Cover Gasket was needed to be replaced and so I agreed to have that item repaired at Lou Fusz. Lou Fusz mentioned that they would start working on my truck on 10/25/16.When I arrived back at Lou Fusz to pick up my truck, I was informed that my bill was $2000, I couldn't believe it. I asked what all was done and they gave me a list of power steering items, mentioned below, that I was unaware of. I've attached this documentation as well. Replaced oil cooler lineReplaced oil senderReplaced power steering rackReplaced power steering fluidWheel alignmentOn 10/24/16, I was not informed that the work to be performed had anything to do with the power steering. I did not receive a call indicating that other work was needed nor did I approve any additional work to be performed. My son-in-law is a diesel technician and could have completed most if not all of this work to save me some money. My son-in-law also mentioned that in order to properly diagnose a leak under a vehicle, it's essential to power wash the area to ensure that you're able to define where the leak is coming from. After meeting with the shop manager and the service writer, they admitted that the truck was never power washed. The mechanic did not show up for the meeting. Therefore, we believe that the power steering job that was completed, may not have been diagnosed properly. Also, I was charged $for a wheel alignment. I get FREE wheel alignments from a different company. If I would have known that Lou Fusz was going to complete a wheel alignment, I would not have agreed to this service either. Overall, I'm not happy with the customer service that was provided:I had mentioned that the oil leak may be coming from the engine area, this is noted on the attached documentation from their office. Why was the power steering replaced?I was not informed in advance of the work that was actually performed (power steering).I did not give approval of the work that was actually performed (power steering).The service writer did not call to inform me of the work that was to be performed since it was obviously different than what was originally agreed upon (Valve Cover Gasket versus Power Steering). The mechanic did not power wash my truck to ensure that the leak was actually from the power steering.I was charged a great amount of money to still have a leak that exist today. I was threatened by the cashier that I would not get my truck back if I didn't pay the total amount that was she was asking for. It may have been a few dollars difference from what I was quoted but there was still a difference.If the leaks were properly diagnosed, after the power steering work had been completed by Lou Fusz, I was not informed of any additional leaks.I discovered additional leaks after I had taken my truck home and saw that oil was still leaking on my property.Again, I'm requesting a partial because I'm unsure that the actual work that was performed was needed and it was not approved by me

Initial Business Response /* (1000, 5, 2015/06/12) */
Mr *** did reach the customer and apologized for the poor serviceWe are refunding customer for his inspectionThe company is taking measures to insure this doesn't happen again

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

Spoke to Mrs*** today we have resolved the issue with Mrs *** to her satisfaction Thanks *** ***account manager

Complaint: ***
I am rejecting this response because: It is illegal to sell a car without having the title in handI have attempted to resolve this at the dealership to no availMy bottom line is to be reimbursed for every payment made towards my loan until the title comes in, getting the vehicle legalized at no cost to myself, to have the penalties incurred due to not having the title within days of buying the vehicle covered, and at least another months of *** ** radio as the month trial I had is about to expireI don’t feel I am asking for more than what is due because of the lack of urgency Lou Fusz seems to haveI understand that the original owner had until 11/30/to get the title to the dealership but the car should of not been placed for sale until the title was receivedThe fact that a request was not made for a duplicate title from the state was not submitted until 12/20/which is when I received the service car
Sincerely,
*** ***