Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to the dealership for the 2nd time 04-10-25 advising of transmission issues. Upon inspection I was told my warranty provides me with a used part not a new part. The first used part did not work and they had to then order another used part. They kept my vehicle for 40 days in which I got minimal updates and refusal for a loaner car. They finally provided me a loaner after the 37th day and then attempted to charge me. I drove the loaner approx 15 miles during the 3 days I had it for the weekend. After picking up my car it STILL was not fixed. I called 2x to advise and neither message I left was returned from their management. I then took the car back while I was out of town in which it again just sat without being looked at for 2 days.. they diagnosed the SAME problem and said they initially DID NOT give me a transmission but a transfer case but that I do need one and will NOW get one which I assume will be used. We are now in the middle of June and they again are refusing a loaner car so I am on my own to find transportation and they have no *** on my repairs. In addition I am paying ANOTHER deductible to fix the same problem AND I will be now charged shop fees of $195. Between April 10th and today, I have only had use of my vehicle for approximately 1 week and no one at the dealership has taken ownership of the issues. Prior to the transmission I paid them $1500 for a maintenance service at the end of March that was SUPPOSED to have fixed the issue. I was then told to change from regular gas to premium gas. Once that didn't work it was then that they ran diagnostics to repair the transmission that I originally expressed concerns about on my first visit. I am continually being charged, my vehicle is STILL not in my possession and I have no idea WHEN it will be ready. I have a vacation planned that I now I may have to cancel and lose money paid if I do not have a car and they refuse to provide me a loaner. This is all unacceptable.

  

  Business Response

  Date: 06/30/2025

  The customer is partially correct; the vehicle was not fixed properly. The customer's warranty company will only cover used parts, and we fully recommend new parts so we can assure the work is done properly and comes with a factory warranty on it.

  Mr. **** ******* our Service Director has been in constant contact with Ms. ***** since being involved with this repair and spoke to her on 6-25-25 regarding bringing her vehicle back and leaving it with us to see what the next step in the process is. We have not denied her a loaner vehicle, once we found out that a loaner was needed, she received a loaner. Ms. ***** is correct about paying $1,500.00 in maintenance fees, that's only due to Ms. ***** was under the impression that would fix the issue, only after that is when we diagnosed the car. According to our records it looks as though she has paid $200.00 with her warranty company paying the rest of the bill after our diagnoses started. 

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The first week of June 2024, I dropped my ****** off at Hallmark Automotive to have the engine replaced due to an oil consumption issue. On 6/25, I was notified that an accident had occurred while they were driving my car to test the new engine. I was told that their insurance had been notified and would handle everything. 7/1 - 7/25, I called multiple times to get an update and find out where my car was so I could get my personal belongings. I was told they would locate my car and get my stuff, I was told the insurance companies were negotiating, I was told someone would call me with an update - none of those things ever happened. 7/26, I finally found out where my car was so I could get my belongings (it took 32 days and had been at their body shop the whole time). 7/31 - I was notified that Hallmark was not responsible for the damages to my car and I would have to file my own claim with the other driver's insurance or go through mine. I asked several times for someone to call and explain to me why, after 37 days, I was now responsible for handling the damage claim for my car - nobody ever called. I had to spend hours of my time making calls and leaving messages. 8/2, I finally got in touch with Hallmark's claims management service and was told that my car had been denied for both coverage and liability (still haven't received an official letter) due to a liability clause in their policy. I was told I could not see the policy so I am still confused about why my car wasn't covered. I was the innocent party and had entrusted my car to them. I filed with my insurance that day and got my total loss settlement (minus my collision deductible) 8/19. The horrible customer service I received was unacceptable. There needs to be a better process in place. There needs to be communication and follow through in a timely manner when you say something will be done. You should never make someone wait 32 days for an update so they can finally get their personal belongings.

  

  Business Response

  Date: 09/30/2024

  We apologize for this confusion, and it is unfortunate that this happened. Upon receiving the Police report on 7-7-24 we filed a claim with the other party's insurance (****). On 7-17-24 we called Alfa to get an update on this claim at which time we were told was denied and **** had closed the file. After reviewing the file, we then filed a claim with our insurance. Upon our insurance company reviewing the police report they determined we were not at fault for the accident. We were told from our insurance company that we have a clause that if we are not a fault then our insurance will not pay. We then turned to our Attorney for direction, and he indicated that we need to talk to Mrs. ***** and have her file with her personal insurance. We telephoned Mrs. ***** on 7-31-24 and explained what has transpired. With regards to Mrs. ***** complaint that she had difficulty collecting her belonging and was unable to discuss with anyone between 7-1-24and 7-25-24, our phone recordings indicate that we did discuss with Mrs. ***** on 7-1-24, 7-17-24 and 7-25-24 in reference to her getting items from her car. We gain apologize for any misunderstanding regarding this matter. 

  Customer Answer

  Date: 10/11/2024

  
  1. Communication When Hallmark got the police report and filed a claim with Alpha, someone should have called and updated me. When they found out that Alpha had denied the claim (the actual denial letter was dated 7/25), someone should have called and updated me. ***** denied the claim because based on their investigation, the facts provided did not place sole responsibility on their driver. If they did file a claim with their insurance company after the denial from ***** (the denial letter I received was dated 9/23), someone should have called and updated me. The 3 times I dropped my car off for the oil consumption tests, I received multiple text updates and calls. Why do they not have a similar process for situations like this?
  2. Responsibility Alabama is a fault-based state and when both parties claim not to be at fault like in this situation, the responsible party is decided through arbitration or litigation. My personal insurance should not have been made to do this on my behalf. Their employee was driving my car at the time of the accident and their insurance was listed on the police report.
  3. Clause   Hallmark is an automotive company that services and test drives vehicles. Do they not have a responsibility to make consumers aware of their insurance clause when a vehicle is left in their care? 
  4. My Belongings I did not say that I was unable to discuss with someone about getting my belongings. I discussed the fact that I wanted my belongings multiple times with Hallmark from 7/1-25. Every one of those discussions were initiated by me. If they were at their desk and answered the phone, it was because I had called again to find out where my car was. If they called me, it was because I had left another message to find out where my car was. I absolutely 100% had difficulty getting my personal belongings because Hallmark did not tell me where my car was being stored until 7/26! The Service Manager called that day and said that he heard that I had been trying to get my belongings and then finally told me where my car was.

  

  Business Response

  Date: 10/22/2024

  Mrs. ***** brings up some excellent points. We will strive to implement these if this should happen in the future. Again, we apologize for the confusion.

  Customer Answer

  Date: 10/22/2024

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

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 4, 2023 I took my car to them for a factory recall of my gas tank. They say that they have all the parts except the o ring kit. They have had me calling them back and forth about every two weeks to see if its in. So far no results. I just want to be able to fill my tank up without it continuing to cut off on the road. They told me not to put too much gas in the car so that when they get the part in it wont have a lot of gas in it.

  

  Business Response

  Date: 08/28/2023

  This recall takes 2 parts.  The first part was ordered on May 4, 2023 and Received on May 5, 2023.  The second part was ordered on May 4, 2023 and was just received August 25, 2023 as it had been on back-order.

  The customer has been contacted and is bring the vehicle in for repairs tomorrow - August 29, 2023