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:05/31/2025

  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.

  My vehicle was first taken to this dealership service department via tow truck on 4/21/2025. They said they couldnt find anything wrong with it and was called at 5pm on 4/25/25 to pick up the vehicle. I picked it up on Saturday 4/26/2025. I drove said vehicle for 5 days and during that time the vehicle again experienced the same complaint of shutting down while driving at freeway speeds as well as the rear window leaking , I returned the car to the dealership on Saturday may 3rd. They confirmed electrical issues, and gave me a loaner vehicle, the lack of communication via the service department on status of my vehicle was troubling. I would have to call and 90% of the time I was sent to my advisors vm. I was told on 5/15 they have engineers involved because theyve exhausted their diagnostic skills. On the 16th GM told them to replace more parts and recheck. Dealer called 5/19, said still not fixed. I did not hear from dealer ship again till I called on 5/30 and asked whats going on and was advised, oh its done. I picked up my car 5/31, and the quality of the work is ****, they damaged my car! Damage to steering column covers, obd port and left side dash cover

  

  Business Response

  Date: 06/20/2025

  Dear ***** *****,
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you've experienced. ??
  We understand how important timely updates are throughout any service process. Our priority is ensuring our customers are well-informed and satisfied with our work. Here's a brief overview of the steps we've taken:
  Consulted with Experts: After the first attempt, we reached out to our engineers to ensure we identified the root of the issue accurately.
  Thorough Resolution: Once the problem was correctly diagnosed, we took immediate action to resolve it.
  Damage Assessment: We were unaware of the panels being off and are more than willing to inspect any damage to address it appropriately.
  We are committed to enhancing our communication protocols moving forward to ensure a smoother experience for all our customers.
  From a different perspective, while it sometimes takes multiple steps to pinpoint an issue, each attempt helps us learn and improve. In rare cases, hidden factors can delay the identification process, but we use each situation to refine our approach.
  Here are a few steps we're implementing to prevent future occurrences:
  Regular Update Schedule: We'll establish a more consistent update schedule for our customers.
  Enhanced Training: Our team will undergo further training to enhance diagnostic accuracy.
  Feedback Loop: We encourage and value your feedback to better our services.
  We'd love to ensure this is resolved to your satisfaction. Would you like us to schedule a visit to assess the panel damage? ??
  Looking forward to your response!
  Warm regards,
  

   

  ****** **********

  ASST. General Manager

  *********************

  
  

  Customer Answer

  Date: 06/24/2025

  To Whom It May Concern,
  I am writing to formally express my deep dissatisfaction with the service I received at Madera Chevrolet. Over the course of several weeks, I made numerous requestsboth in person and over the phonefor ****** the service manager, to contact me. Despite repeated follow-ups, I never received a call back. This lack of communication and accountability is entirely unacceptable and has caused significant frustration.
  It was only after I escalated the matter to the Better Business Bureau that I finally received a responseover three weeks later. I fail to understand how such delays and negligence are considered acceptable by your team.
  ****, the service advisor, consistently demonstrated a lack of professionalism during the repair process. His tone and attitude, both in person and over the phone, were dismissive and unhelpful. At no point did I feel that my concerns were taken seriously or that customer care was a priority.
  Due to the unresolved issues with the vehicle and the poor quality of repairs performeddespite claims of "factory-trained technicians"I was ultimately forced to purchase another new vehicle. The situation was so poorly handled that I have since reported the matter to **************, who have acknowledged my concerns and are pursuing the issue further with your dealership.
  All interactions, attempts to resolve the issue, and delays have been thoroughly documented with time-stamped records. I gave Madera Chevrolet ample opportunity to make things right, but the lack of follow-through and disregard for basic customer service standards has been disappointing, to say the least.
  This entire experience reflects a troubling level of indifference to customer satisfaction, communication, and repair quality. I hope this message serves as a wake-up call for necessary improvements in service standards moving forward.

  
  Sincerely,
  ***** ***** ***********start="2049" data-end="2052">************

  ********************************************************************************

  6/24/2025

  

  Business Response

  Date: 07/11/2025

  Dear *** *****,
  

  We sincerely apologize for your recent experience at our dealership. It is truly disappointing to hear that you felt undervalued and that our communication fell short of expectations. Your satisfaction is extremely important to us, and we aim to make every customer feel like a priority. 

  
  To ensure we address your concerns effectively, here are some steps we're actively taking:
  

  - Management Improvement: We've recently made a change in our ******************** upper management to better align with our commitment to customer satisfaction.
  

  - Open Dialogue: Our Assistant General Manager, ******, would appreciate the opportunity to meet with you personally. He is eager to listen and learn from your experience so we can enhance our service for all our clients.
  

  - Special Offer: As a gesture of goodwill, we'd like to offer you a complimentary pre-paid maintenance plan. While this can't change the past, we hope it shows our dedication to making things right and valuing your business.
  

   

  We understand that experiences may vary, and we are committed to evolving based on valuable feedback like yours. Your input not only helps us improve but also plays a crucial role in shaping the future of our services.
  Would you be open to meeting with ****** to discuss your experience further? 
  

  Warm regards,
  

  ****** **********

  Asst. General Manager

  Madera Toyota Chevrolet

• Initial Complaint

  Date:04/13/2025

  Type:Sales and Advertising 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.

  Im filing a complaint against Madera Toyota Chevrolets service department ********************************************************************************************. On 1/2/25, I purchased a 2016 GMC Yukon Denali XL from Lucky Car Ducky in ******. We noticed shaking on the way home, which we attributed to the new off-road tires we had requested during the sale. On 1/6, I took the vehicle to Madera Chevrolet for inspection. The representative, *****, told me the transmission was failing but that the repair was approved under warranty with the condition that we drive ***** miles and wait 45 days. We met both requirements and returned on 3/24/25 to have the work done. After the drop-off, we received no communication. We called multiple times, left voicemails, and were denied access to a manager. Then, ***** saying the issue was now considered a pre-existing condition. On 4/12, after another morning of ignored calls, we went in person to check on our car. We were told the vehicle would not be released unless we paid $1,694.50 even though the transmission had initially been approved under warranty. Desperate to get our car back, we paid under protest. After paying, we were told the car still couldnt be released because it had been left outside, disassembled, with a DO NOT START tag. The transmission pan had been dropped and never reassembled. We have now been without a functioning vehicle for weeks. No loaner car was offered, no follow-up was provided, and no one will speak with us. While at the dealership, we spoke to another customer who said their car had been there for seven months. Weve since found multiple online reviews describing nearly identical experiences ignored calls, surprise charges, reversed warranty claims, and long delays. This is clearly not a one-time issue it reflects a pattern of unethical behavior. I am requesting a full refund of the $1,694.50 I was forced to pay and asking the BBB to investigate this dealerships handling of warranty work, customer service, and business conduct.

  

  Business Response

  Date: 04/21/2025

  Thank you for reaching out. In response to your concern, please note that the vehicle you purchased includes a warranty provided by a third-party company. As such, we do not have the authority to approve or decline any repairsthose decisions are solely at the discretion of your warranty provider.
  Your warranty company requires a waiting period before any claims can be processed, which is a condition set by them and not something we are able to modify.
  We recommend that you contact the dealership where you purchased the vehicle to see if they are able or willing to assist with the repair costs.
  Additionally, we reached out to you on March 25th to request approval for further teardown, which was approved at that time by ******. When you arrived to pick up the vehicle, we were still awaiting direction on how you would like to proceed with the repairs, both from you and your warranty company.
  At this point, we suggest reaching out directly to the car lot where you made your purchase, as they may be best positioned to assist you further.
  Thank you,

  Customer Answer

  Date: 04/22/2025

  Thank you for your response, but unfortunately, it fails to acknowledge the core issues of my complaint. While I understand that warranty approvals are managed by a third-party provider, your representative ***** clearly informed us that the transmission replacement had already been approved, pending the 45-day/1,000-mile usage period. We followed those instructions and returned the car on 3/24, based on misinformation given to us by your service department.
  After weeks of trying to reach someone for updates (with daily calls, voicemails, and even an in-person visit to request a managers contact), we were ultimately forced to pay $1,694 out-of-pocket just to recover our vehicle. This amount was charged without providing proper documentation, and it was not explained how these costs were calculated.
  We contacted the warranty company directly, and they confirmed they never approved a new transmission and had in fact communicated that clearly to your service representative. This proves that your service team misled us, and that alone is cause for serious concern.
  Your team also failed to document a critical issue. The check engine light that came on while the vehicle was in your care. This was only added to the final report after we demanded it, further reflecting a lack of transparency.
  This isn't just about a billing issue. This is about misrepresentation, failure to document, and an unacceptable lack of communication. We were consistently denied access to a manager or anyone capable of explaining what was happening with our vehicle.
  I respectfully request that this case not be dismissed or redirected. We are not disputing that the warranty has its own conditions. We are disputing how your dealership handled the situation, misinformed us, and then forced us to pay for a service under false pretenses.
  We are also continuing to work with the *************************** and have submitted all related documentation for further review and inspection.
  

  

  Business Response

  Date: 04/28/2025

  Taryn 

  The original amount paid by you was $1,694.50. A refund of $615.00 was issued on April 14, 2025, as discussed between our Service Manager and your husband on that same date. Please check with your credit card company to confirm that the refund has been processed, as it is showing as completed on our end.

  
  Additionally, we will be issuing a further refund of $350.00.

  
  Please note that you are responsible for the labor costs associated with the tear-down and inspection of the vehicle, which was authorized on March 25, 2025.
  With this final refund, we will consider this case closed on our end.

  Customer Answer

  Date: 04/30/2025

   Thank you for your response. However, I have not received the $615 refund in my credit card account as of today. Please provide proof of the refund, including the transaction ID and refund confirmation from your payment processor, so I can follow up with my credit card company directly.
  Regarding the additional $350 refund I appreciate that, but I will consider the matter unresolved until that amount is also processed and confirmed in my account.
  As for the labor charge, I dispute the validity of this charge entirely. The BAR representative who inspected our vehicle in person noted that the work was not properly performed and that the dealership charged us for services that do not appear to have been completed. Additionally, the warranty company never approved the repair, despite your earlier claims, which significantly changes the scope of what we were led to believe we were paying for.
  I will wait for the requested refund documentation and confirmation of both payments before considering this matter resolved. Until then, this case remains open and in dispute.

• Initial Complaint

  Date:04/04/2025

  Type:Product 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.

  When I walked into Toyota Madera on March 29, 2025, I emphasized to ***** *****, the car salesman, that I wanted the cheapest base model Toyota Corolla and did not want any optional add-ons or upgrades.After we chose the vehicle and discussed the purchase details, ***** acknowledged my preference for no add-ons. He then met with the sales manager to approve the conditions of the sale, which occurred without my presence. I was directed to ********* ******* ******** in finance to complete the purchase, where I again declined any add-ons. ********* seemed upset after my firm refusal, and I felt rushed through the process. We left assuming everything was fine.Upon reviewing the sales contract and noticing the $795 charge, I contacted the dealership the same evening. My calls were unanswered or disconnected. When I reached someone, I was given various reasons why I could not speak with anyone from finance. ***** then texted me asking what I needed. I reiterated that I did not want the add-on. I did not receive a reply, so I returned the following morning.Sales manager **** assured me the matter would be resolved. However, when Finance Director **** ******** became involved, the discussion escalated negatively. Mr. ******** raised his voice, asserted I had no recourse, and abruptly ended the conversation, stating, "The conversation is over," before walking away.Unable to resolve the issue, my son emailed the owners directly to find a resolution without involving the BBB, but received no response. About 20 minutes later, ***** texted me asking how I would like to proceed with the add-on. I promptly responded that I wanted the fee and product removed.While I acknowledge that I should have reviewed the contract more thoroughly before signing, I proceeded trusting Toyota Maderas values of integrity and customer satisfaction. I respectfully request a resolution in the form of a refund for the $795 charge.

  

  Business Response

  Date: 04/05/2025

  Dear ******* ****,
  

  Thank you for reaching out and sharing your concerns with us. We truly value your feedback, and I want to address your points regarding the pricing and services provided.
  We pride ourselves on full transparency, which is why we disclose every detail of the pricing breakdown, including taxes, DMV fees, and any additional services, prior to finalizing your purchase. I understand that the cat etching you mentioned may be frustrating, but this is a requirement under California law (SB55) for compliance. Unfortunately, it's not something we can remove, as being a compliant dealer all vehicles are etched as soon as they arrive to the dealership. 
  

  I want to assure you that we respect your decision and want to maintain a positive relationship. In our efforts to make your experience better, we offered complimentary oil changes and services when you came onsite in which you stated will make you happy we will shake hands and move forward, which we hope will contribute positively to your satisfaction.
  

  We genuinely believe that our pricing is competitive, and we strive to provide the best service possible. While we cannot refund any amounts related to the etching, we stand by the transparency and quality of our services.
  Thank you again for your feedback. Please feel free to reach out if you have any further questions or concerns.
  

  Best regards,
  ****** **********
  General Sales Manager
  Madera Toyota Chevrolet
  **************************************************************** 

  Customer Answer

  Date: 04/07/2025

  I am writing in response to the dealerships claim that I agreed to the $795 *************** Cat Etch add-on in exchange for complimentary oil changes, allegedly confirmed with a handshake. I must firmly reject this claim, as it is not only inaccurate but also contradicts my repeated and clearly stated intentions throughout the entire purchasing process. From the moment I walked into Toyota Madera on March 29, 2025, I made it explicitly clear to ***** ***** that I wanted the most affordable base model Toyota Corolla and that I did not want any optional products, upgrades, or add-ons of any kind. This was communicated directly and unequivocally. My priority was affordability, and I made that non-negotiable from the outset.
  At no point did I agreeverbally, in writing, or symbolically via a handshaketo the $795 Cat Etch add-on or any related product. 
  

  The dealerships reliance on an alleged handshakewithout any supporting documentation or clear disclosureis not a valid substitute for transparency or consent. If the dealership genuinely believed I had agreed to this add-on, there should be a signed, itemized acknowledgment in the contractnot an unprovable handshake and an offer of oil changes that was never made clear, let alone formalized. No such documentation exists because no such agreement was made. Given these facts, I am once again requesting a full refund of the $795 *************** Cat Etch charge. Anything less would represent a failure to correct a clear case of misrepresentation and unauthorized financial burden.

  Sincerely,
  ******* ********* **** *****

• Initial Complaint

  Date:04/05/2024

  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 03/31/2024 I went into Madera Toyota. I went in because "****" the general manger called the same morning to offer me a deal on a Toyota Corolla Cross. After test driving the car we started talking price. I asked **** to print out the total price with taxes and all fees. Me and my and my wife looked over the grand total that **** printed up for us and we then agreed to buy the car at that printed price that **** provided me and my wife with.I was going to pay in full and write A check out for the full amount. I did not want to finance it.So, in order for them to take a check they needed to run my credit to buy the car at the agreed price. So, I allowed them to check my credit which came back at 855 which is exceptional credit.Then they proceeded to draw up the purchase contract and to their surprise they made an inputting error and the price of the car went up by $200. So, they now wanted me to pay $200 more and I did not agree to this! It was their mistake and I wanted them to honor the agreed printed up price that I had in my hands. **** did not want to honor the price and stated that he had no control over the tax rate which was not the issue. The copy of the estimate he gave me had the taxes and all other fees in it. They actually gave me two estimates with the same price and **** still did not want to own up to his mistake and or honor the price.I let them run my credit to purchase at an agreed price and then the reneged on the deal.****, ran my credit under false pretense! I took A ding on my credit score for nothing!

  

  Business Response

  Date: 04/10/2024

  On the morning of March 31st, 2024 we reached out to *********************************** He asked for a deal considering most Toyota Dealers have ******** over MSRP. It was Easter and the last day of the month. ******* and I agreed to $500 off of MSRP to make a deal. He proceeded to drive in. Both he and his wife took it for a drive. When they got back they mentioned she loved it just not in love with the color. We proceeded to give him an additional $700 dollars off. He asked what it would be out the door after tax and license fees. I gave him an estimate as he states. At that point we agreed to move forward. To finalize deal we would need to run credit and get his exact address to have the final quote. Due to where **************** lives his tax rate was a little higher than standard. Different residential areas have different tax rates. The final number was a little under $200 dollar more. At that point he wanted an additional $200 off.  We declined. **************** and I had agreed to a set price before he came to the dealer. Once he got here I went $700 lower just to make a deal on the last day of the month. I had no room left to go lower or we would have. Most Toyota dealers on these Hybrids have ******** over MSRP. We care about the future business of our clients so not only did we not charge a mark up we actually gave him a total of $1,200 off of MSRP. **************** himself said he knows its a great deal and he knows its taxes but that it is not his problem. We showed him our price was exactly as agreed the difference was the tax rate for where he lives. 

   

  When we first came inside he said as long as we were under $37,000 out the door we are good to go. We were well below it even after the $200 tax difference we were still under that number. We did not play any games or sales tactics with ****************. It was actually the complete opposite. We were very straight forward showing our cost and what we are willing to sell it for. As a dealer the tax rate is based on a customers physical address. **************** did not give us any personal information or move forward until we gave him the estimate. 

  Customer Answer

  Date: 04/11/2024

   I am rejecting this response because:
  "Wow', such an embellished response!

  Fact, you cannot take a car out for a test drive without handing over your license. My wife handed her license over to **** in order to allow her to go on a test drive. As the car was being purchased for her and I wanted to make sure she liked the way the car drove. 

  When we got back from the test drive we then negotiated and I asked **** to write up an estimate to know what the total price would be. **** asked for my zip code and I told him the zip is on my wife's license which he had. He then made the estimate with the total price and we decided to move forward. Then **** handed me over to the finance guy at which point he asked me for my license to make copies of it and also make A copy of my wife's license that we got back from ****. The finance guy then made copies and made a new estimate with both my wife's and my information on it. The finance guy asked us to look over the estimate to make sure our information was correct on it including the price which was the same as the other first estimate. We told the finance guy that all the information on the estimate was correct and he then asked to run my credit which I agreed and also agreeing on the price too. My credit was ran and came back at **************************************************************************************************************************************************************** that the total purchase price went up by $200....The purchase guy told me that I had to pay the difference and I refused and told him that we had an agreement with both first original estimates which included all necessary fees and taxes too. The finance guy then called **** and asked him if he would cover the extra charge for the new total because of the imputing mistake that **** made. **** refused and wanted me to pay for their mistake.

  So, For **** to say that we never gave him our whole information is "A Lie" because we gave him both my wife's and my license.

  I do not know if they operate some king of shameful, trickery and or sham purchase contract modification to try and get more money out of the automobile buyers!!

  Fact, they reneged on the deal, even after having drawn up two separate estimates!!

  Fact, I would not have allowed them to run my credit unless we had an agreed purchase price in writing, which we did.

  Fact, **** made an inputting mistake and does not want to take responsibility and or own up to it!! He has lost my business!!

   

   

  
  

  

  Business Response

  Date: 04/14/2024

  *************** I do understand why you are upset how ever there was no trickery or sham. As you know the price did not change. Again we agreed to $700 off of MSRP no add on products or ********* The only thing that changed once you arrived was that we gave you an additional discount. There are many car dealers that are unethical and play games. How ever our price did not change. We did not move our price up. 

   

  The day you came in was Easter we were extremely busy and short handed as you remember. When we agreed on price as you knew there was no address information only your county which typically is exactly the same. Where you live there was a very small difference. That is why even on a brand new car the difference was only $200. I understand why you are making the complaint you are upset because just as we stated to go buy this exact car at any other Toyota dealer you will be paying thousands more. Not only do we not have ******** nor do we force added products we discounted under MSRP just to make a deal for you. There comes a point where we have to hold our ground as well. We were very professional and friendly we showed you our invoice (cost). We showed you what profit was being made on the deal and there was no room left. You made a deal with me on the phone that you would buy that day. When you came in we lowered it again. 

  As we told you that day we have a clear conscience we were very transparent and worked with you. The complaint is just you taking out frustration since you lost a great deal the car sold the next day and its not possible to match what we offered by any other Toyota Dealer. That goes to show how transparent we are as well as how great of deals we offer our clients. We understand $200 does not seem like much. How ever when we are already well below MSRP we do not have room to work as you seen. If we we  had profit in the deal to work we would have worked with you on the $200. Anyone can look up when the difference from MSRP to Invoice is and they will see when we were giving you $1,400 off was a incredible deal.  

   

  We will not continue to go back and forth with you. When you are ready for a great deal let us know. At the end of the day you know we were very transparent and did business correctly. 

   

  For the future now we will not give estimates. When a customer is asking why they must provide exact address for an estimate we will be sure to show them this complaint. This is the first situation we have had arrive like this so I do not think it will happen again. How ever we will be sure to protect our basis. 

   

  We do wish you all the best. 

  Customer Answer

  Date: 04/15/2024

   I am rejecting this response because:
  Once Again!,

  I reiterate ,

  I and my wife gave you guys her driving license which has all current and correct address with all necessary information. I also gave you guys my drivers license which also has all correct information! ****, made A tax an inputting mistake and when drawing up the conract it change. The tax rate increased the total purchase price by $200 more than the original two estimates created by you guys.
  I and my wife agreed to purchase the car under the original two estimates and at which point I let you guys run my credit.

  Bottom line, you guys " Do Not" want to own up to your mistake!

  For you to state that I and my wife didn't give you our information is "A Lie"! 

  We will never do business with your auto dealership and will tell everyone about our bad experience with this dealership at every opportunity!

  I want to guys to write to the credit agency that ran my credit and explain that you made I mistake and correct the ding that you put on my credit. Basically you ran my credit under false pretense because you reneged on the agreed purchase price!

  I already purchased another Toyota Corolla Cross and paid in full with A cashiers check! This dealer was honest ,respectful and transparent, the professionalism & friendly courteous help was second to none!

  Thanks,  But no thanks!

   

  
  

• Initial Complaint

  Date:12/10/2023

  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.

  I had services done at this dealership auto service department regularly and on one of the visits I had taken my car to check on when they check the transmission fluids they left the cap off and it ruined the transmission on the car. When I spoke with the manager and sent the report from a transmission specialist for the car their response was that they were not responsible for anything. The outcome was that I had to get a new car because the cost to replace the transmission was too much and I was Almost done paying the car off. I had to start all over again with payments and got negative equity on top of the purchase. My car was not old I had planned on keeping it for years after paying it off. I have paperwork that does show all the times I took the car in to their service department and they are at fault for their negligence. They should be responsible for something. They may be doing this to other customers so they should take responsibility.

  

  Business Response

  Date: 12/20/2023

  After reviewing the customers complaint, we came to the conclusion that we are not at fault for the damage to the vehicles transmission. Customer declined ************** recommendation at the time the vehicle was at our shop. 
  The only concern it had was an electrical concern due to a faulty shifter assembly. To diagnosis the customer concern we never had to check transmission fluid levels. Which would not put us at fault for the claimed missing fill plug. See attached copy of service invoice. Customer drove the vehicle for over four months and ***** miles before notifying us any concerns. I also included a copy of the invoice from the transmission shop, customer sent this to us. 
  

• Initial Complaint

  Date:02/08/2023

  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.

  I purchased a new suv from them in July of 2022. In December we had an issue with the high beams turning off. We went to the service department they kept it for a week and couldn’t find the problem, but charged us for their time. We had another place look at the light and they fixed it, but it was a brand new car and shouldn’t have had this problem. When the other shop fixed it we were told we had after market worrying installed by the dealer, without our knowledge or consent which makes it nearly impossible to for any other shop to use a diagnostic tool because they reversed the female port to a male port. This is not standard, or how the vehicle is produced. Now we are having problems finding shops capable of working on the car properly.

  

  Business Response

  Date: 02/14/2023

  We were able to duplicate the high beam concern upon initial inspection of the vehicle. Our technician noted that due to headlamp damage, water entered the headlamp assembly shorting out the headlamp connector, causing the high beams to stay on. Our recommendation was to replace the damaged headlight and recheck. No repairs were made.

   

  We believe you have been in communication with our Service Manager ******** and have made arrangements in regards to removing the installed LoJack Car GPS Solution. If you have any additional questions or concerns, please feel free to reach out to us.

   

  Thank you