Lou Fusz Automotive Network

Complaint: [redacted]
I am rejecting this response because:I feel like I should not be doing all the digging on products that your company should already know about. I am being delivered terrible customer service and I do not feel that anything is being solved here. Your company sells a product and doesn’t know what it intailes. All I’m trying to do here is get understanding into why I have been charged for something that was under warranty and why am I constantly being taken advantage of because your company only cares about money and not the customer needs. I will never buy anymore products from the Buick dealerships because you all have stressed me out greviously. It means nothing having a warranty on your car and the sad part about this all is that you all were trying to sell me an extended warranty but wasn’t honoring the warranty I already had. Why would I ever buy a product that is falsely advertised. I’m very devastated and I want my money back for the repairs that should have been under my warranty. It is a product of your company and you should know everything about what your company is selling if you do not you shouldn’t be working for a company you know nothing about because that’s how customer get hurt in the process and you end up with legal issues on your hands.
Sincerely,
 
[redacted]

This company knew they sold us a car with issues,they continue to fail to provide us with a car fax .

To whom It May Concern In response to the Revdex.com complaint filed by [redacted] for [redacted] I start with addressing the issue with the steering, on 9/6/2016 the vehicle was towed into our dealership with a steering issue and at that time we diagnosed the vehicle needing to have the...

steering column had collapsed and needed to be replace which we covered under warranty.  Once the repair was completed the customer refused to pick up the vehicle because they wanted it repurchased by Chrysler under the Lemon Law, sometime in October Chrysler sent an arbitrator to the dealership to meet with the customer to discuss their concern with the vehicle.  Since the issue was between Chrysler and the customer we were not informed of the decision from the meeting other than the customer picked up their vehicle and left with it.  We have not heard anything from the customer since their last visit and have not received any documentation regarding the incident that took place with the vehicle.  In reference to the Gap Coverage the only items that were not satisfied were three items the customer purchased at time of sale (Etch, CarPass, ResisTall) that are considered hard adds that cannot be cancelled.  I spoke with the customer on March 20th and told them that I would speak to [redacted] with regards to their complaint to see if there was anything that could be done to assist with the remaining balance, I spoke with [redacted] and they informed me they would look into it but mentioned that these items are not typically covered.  I told the customer I would follow up with them after I hear back from [redacted] and they seemed fine with that. Sincerely,[redacted]General ManagerLou Fusz CDJRF

This vehicle is over 6 years old. It is not covered by new car warranty any longer. The vehicle also had an extended warranty which has also expired. The problem was wiring that had corroded causing a short circuit to ground causing a battery discharge. The wiring repair took a long time...

to find (diagnose) it was very hard to find. Diagnosis charges are part of what we do, our technicians have extensive training and experience. The have to be certified by General Motors, not to mention the tremendous investment we have in equipment, tools and training.  We have to pay our technicians to determine (diagnose) vehicle problems. Especially when it takes this much time to determine. We have to pass this expense on to the customer.

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.

We will reach out to customer to reach a resolution.

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]

To Whom It May ConcernThe issue started when the vehicle was traded in by the former customer who at the time owed us a title for the vehicle, on 11/30 we had to order a duplicate title from Missouri which normally takes a couple of weeks.  A couple of weeks later we called the title office to...

follow up on the title and we were told that they were behind on processing titles due to the backlog caused by staffing shortages due to a state hiring freeze.  We have continued to follow up every couple of weeks and are still being told it is waiting to be processed.  Unfortunately we are at the mercy of the state and do not have any leverage to get them to speed up the process, this is not the only issue that I have currently with the state and I know most Dealers in the state are experiencing the same problems we are facing.  We offered to make the customers 2nd car payment since the first month of ownership was not affected by this problem and refund the owner all late fees and penalties they may incur as well as put them in a loaner vehicle until the problem has been resolved, our goal is not to inconvenience our customers and if there were anything else we could do to expedite this problem we would be more than happy to do so.  I felt that the offer we made the customer was fair and showed that even though this situation is out of our control we feel we owe some compensation to the customer for their inconvenience.Sincerely,[redacted]

Revdex.com Serving Eastern & Southwest Missouri and Southern IllinoisConsumer Complaint #[redacted]Ro [redacted]:Mr. [redacted] brought his vehicle in for diagnosis 8/19/15 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 $500 and customer declined the repairs.  Mr. [redacted] was charged $95 to diagnose the concern.Ro [redacted]:Mr. [redacted] returned with his vehicle on 8/28/15 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 8/28/15 to 10/05/15 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 10/14/15 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 40 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 $550 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

My name is [redacted], General Sales Manager at Lou Fusz Alfa Romeo and Fiat of Metro East located in Fairview Heights Illinois.  [redacted] and his mother purchased a 2009 Toyota Camry from our dealership on Jan 5 2018. The 2009 Camry was sold “as is” and signed by both parties....

Unfortunately, since the time of purchase Mr. [redacted] has had some recent issues with the Camry. We have reached out to the [redacted] and told him since he made his purchase recently, Lou Fusz would have his vehicle towed to our dealership so our Certified technicians could properly diagnose the issue then we can discuss the repairs.  Lou Fusz is providing [redacted] a loaner vehicle while his car is in our shop at no cost. I have personally spoken to [redacted] today and have resolved the complaint.

Initial Business Response /* (1000, 7, 2015/07/31) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@[redacted].com
[redacted] is the manager that worked the deal with this customer. His policy is to let customers know that on used cars we pass the keys...

or keys that we have along however we cannot guarantee a 2nd set. Because of this lack of communication we will contact the customer to address this issue.

We have been working on getting a duplicate title from the enterprise corporation. The title department has said they should have it in this week.  thanks[redacted]

Initial Business Response /* (1000, 7, 2016/01/27) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted].com
Lou Fusz Fiat of Metro East sold [redacted] a 2009 Chev Impala with 75347 miles on Oct 20 2015. Ms [redacted] called me a day or two later...

mentioning a check engine light that came on her dash. We immediately scheduled her appointment, provided her with a loaner car free of charge and diagnosed the issue. Fiat of Metro East fixed the problem that was causing the light to come on. In November Ms [redacted] called saying the light came back on. Again we immediately scheduled an apt and provided her with a loaner vehicle at no charge. We are a Fiat dealership and the car Ms [redacted] purchased is a GM so after the light came back on we decided to send the car to Lou FUsz Buick/GMC to see if GM diagnostic computer would point us in a different direction. Lou Fusz Buick completed the service and returned the car to Ms [redacted]. On or around Jan 10 Ms [redacted] again called me and said the engine light has come back on. I again, told her we will make her an appointment and see if the code that set off the light was the same issue or something different. The vehicle is 7 years old and although the car went through a pre delivery inspection the engine light will come on. Until we diagnose the car again there is no way of knowing what set off the engine light. After discussing the new appointment with Ms [redacted] and letting her know we will provide her with a car to drive we did not hear from her when trying to confirm her appointment time. We have tried and will continue to do so until we get her car fixed properly. Ms [redacted] has not had to pay for any repairs or any days toward the loaner car since she bought the car. Lou Fusz Fiat will reach out to Ms [redacted] daily until we can get her in for an appointment.

We took the vehicle to our Jeep store , and our jeep store didn't find anything wrong with the vehicle.   We tried to trade her out of the vehicle and the bank limited us to same payment as the Jeep.  She didn't like any vehicle that we had that fell in the banks parameters.  At that...

point there is nothing we can do on our end.  We did everything possible to help her out.  We are still here to help, but the vehicle she picks out has to be in the $13k range.

Initial Business Response /* (1000, 5, 2015/11/30) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
My Service Manager [redacted] left a message for Mr. [redacted] on Tuesday the 24th to schedule an appointment to have the recalls taken care of...

and we have not received a call back from Mr. [redacted].

Lou Fusz Chevrolet apologizes for the tardy response as it seems the first notice was channeled incorrectly.  Lou Fusz Chevrolet agrees with the customer concerns and will repair the vehicle at no charge to the customer.  Thank you Lou Fusz Chevrolet

We are refunding the customer $40 as per her request.

We took the car back.. Thanks

We are pleased that this has been brought to our attention.  We sincerely apologize that one of our valued customers had this experience.  We at the Lou Fusz automotive network strive to ensure that each customer is treated with respect, and that they are equipped with a safe and reliable...

vehicle.  We are very proud of our used vehicles, as we only purchase and recondition the very best.  It is our sincerest intentions to repair this vehicle to the customers expectations.  We will make every effort to ensure that our customer is inconvenienced as little as possible.  Our Fixed Operations Manager for that location will reach out to the customer today and get this vehicle in for service to rectify these concerns.

This vehicle had multiple oil leaks. The main one that we could for sure verify was the power steering. This was severe. This needed to be repaired because not only was it leaking but it was a serious safety concern considering that the steering could go out. There were numerous other small...

leaks that we could verify and we addressed them at that that time. We only repaired oil leaks that we could be verified at that place in time. The work WAS done by [redacted] who is ASE certified as well as being a General Motors master technician trained by General Motors. He has also been a mechanic with Lou Fusz Buick-GMC for 29 years. He does the best work.