Bloomington Normal Automall — Local services in Normal

This place has been nothing but inconvenience, disappointment and frustration ever since we purchased an out of state car from them on 4/1/23. They had a car that we really liked, and we decided to drive 4 hours to see it in person and ended up buying the car the same day. On our 4 hour drive back home we noticed a tremendous shaking of the steering wheel, and since it was such a windy day we blamed it on the wind. The issue continued the following week when no wind was present and we reached out to advise them of that. The used car manager Nick was very helpful and said to take the car in to a shop to have a diagnostic report done, issue fixed and they will reimburse us the cost. We had done that, emailed the report and invoice on 4/19 to him and kept waiting for that reimbursement check. Weeks have passed by - still no check. I sent a few follow up emails in the meantime to which Nick had responded but no check. On 5/25 when I reached out the last time he had forwarded my email to a higher up to which no response was received, and a check showed up in the mail a few days later (finally). It wasn’t even our full cost that we had to pay for an issue that should have been taken care of on their end before we even purchased the vehicle, but we were happy to be reimbursed at least something. Had I not been persistent and reached out numerous times, we probably wouldn’t have received anything. Fast forward to this last week - we still haven’t received permanent license plates. I reached out to state of Iowa inquiring about it, and was told that there was an issue with the title paperwork (hubby signing at the wrong spot) so they sent it back to the title agency this dealership hired to do the paperwork. Iowa sent the paperwork back on 5/17 and till this day still hasn’t received anything back. Last week I called the dealership back, spoke with Nick who assured me that he will get back to me by the end of the day with an update. 4 days have passed by - still no communication back. Both me and my husband have called multiple times since then, emailed, left voicemails - ABSOLUTELY NO RESPONSE BACK FROM ANYONE. I even emailed the higher up person who I was told oversees the dealership - no response from her yet. Our temporary license tags expire on 6/30, we have an out of state trip planned, and with not being able to talk to them at this point we’re not sure what to do. Iowa can’t do anything about it since it’s an out of state vehicle, and to make things even more difficult they sent another piece of paper to them back that needs to be fixed (damage disclosure had alterations on it and it can’t have any alterations). Now we have 2 things that need fixed and noone to help us. We’re at a loss of words. This is beyond frustrating, and we have never dealt with such a dealership who takes #1 spot in worst communication with their customers as well as ignores their customers when issues like ours arise. Our phone list for the past week is just calls to this dealership - and we still have no answer from anyone. If you can avoid buying from this place -...

Bought a used vehicle from this place. Thought I was buying a decent car at a great price ( if it sounds to good to be true it usually is). Car drove ok on test drive, was told the only issue was a tire sensor and to bring it back that following Monday to be fixed because their machine was broken. Anyway, I live over 40 minutes away, got 10-15 miles from my house and car starts shaking and struggling between gears. Immediately text the salesman and was told to bring it back the next day which I did. Also left messages for general manager Matt, who never once responded. I told the sales man Illinois Has a 15 day or 500 miles law and this call met all criteria to fall under said law. I wanted the car fixed or out of the contract. Low and behold, there was "other issues with the car" "rear suspension, shocks and new tires" were needed. The "repair work" took 17 days in which I was assured by the salesman through text the engine and transmission were not the issue as the service department had checked them both thoroughly ..odd the repairs took just past the 15 day mark for the law but I reported it with 15 days so the law still stands. I went to pick up the car on day 17 and took it for a test drive (my husband's third time driving the vehicle) it's ok on the test drive. Asked for paperwork of the work that supposedly been done, was told by the salesman "oh, there is no paperwork because they did the work themselves so there wouldn't be any" salesman said he would email my husband any info he could find on the tires, my husband never received anything. That tells me just what I suspected, they did NOTHING to the car, they let it sit on the lot, past the 15 days thinking they would be outside of the law and lied. We again, get 15-20 miles from home the car starts shaking and struggling again between gears again. Text the salesman and left a message and again left 3 messages for the general manager, no response other than from the salesman that told me it was fine on the test drive and there's nothing else they can do. This of course is the short version of the story. My belief is this car was put online where I seen it, had I not bought it it would have went to auction. This car should not have been sold on their lot. Now I'm stuck paying for a vehicle that I refuse to drive and car repairs I will have to foot the bill for myself. I didn't expect perfection out of a used vehicle but I expected it to last more than 20 minutes from the dealership. I went to what I thought was a reputable dealer because I thought I could get a more reputable vehicle than buying one outright...I was wrong....

Update: they texted me! (See image) So unprofessional. An attorney will now have to be contacted.

Update: they still are TRASH! Canceled my warranty over 2 months ago and have yet to get a call back or any communication. Horrible customer service. Reported to better business bureau

Weekly update: finally got access to the title. Went to go and tag it and the dealership name is incorrect on the sales agreement versus the name of the dealership. They signed for me as the power of attorney but did not include that.

This place HAS ZERO CLUE what they are doing!!! Stay far far away! This is SCARY!

Update: still no title to the car or response from the manager. Filed my complaint to the state and waiting to hear back!! Update: general manager is horrible! I thought the general manager would make it right but unfortunately we got the first problem fixed with the car, 2 days later another check engine light and the thermostat needs replaced now…reached out to general manager and he told me they can not help in anyway. I understand buying a used car and the risks…it’s just very disappointing that the car I bought and they convinced me has been in the shop for 4 weeks out of the 4 weeks I have owned it. My shop also recommended an alignment, transmission service, brake service, build up so recommended a fuel induction service, rear deferential service. What did they even do to get the car ready to sell?!?

I am writing to express my profound dissatisfaction with the recent purchase experience at Bloomington Normal Automall . Three days after acquiring my vehicle, the check engine light illuminated with a message indicating "engine malfunction power reduced." Additionally, I discovered that one of the headlight bulbs was not functioning. When I reached out to the dealership for assistance, I was met with an unsatisfactory response. I was informed that "mechanical items can have faults at any time" and advised to visit AutoZone to read the diagnostic code. The dealership offered no further support or solutions, leaving me with unresolved issues and a sense of abandonment. The lack of accountability and customer support in this situation is unacceptable. Given the poor handling of my concerns, I cannot recommend this dealership based on my experience.

On the day of the purchase. The financing manager was not there so they had a sales manager whom had no idea what she was doing. I expressed my concerns to her that she was not competent and was told that I can just come back when the financing manager is there. Absolutely, no customer...