Complaints

This profile includes complaints for Reliable Superstore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Reliable Superstore

  3521 E Sunshine St Springfield, MO 65809-2814

  
• 

  Reliable Superstore

  3500 E Sunshine St Springfield, MO 65809-2813

  

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:07/08/2025

  Type:Sales and Advertising 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.

  June 30, 2025 purchased a Toyota Corolla SE. I paid ********* down and total of $33,085.00 with loan. On their website they offerd a 3 year, ****** mile warranty with a 4.99% loan from Toyota. My complaint is deceipt. I wanted to have the Toyota warranty and the finance man that closed the deal basically said the Toyota warranty was worthless in many convincing words. He told me he did not want to see me in the service department complaining that I owed a large repair bill. I was sold a 7 year warranty through a different company costing $5,485.00. Thinking as much as I spent on this new car, I did not want to have to pay repair bills. Later after the long gruling day, I started thinking about how can this be possible that a company like Toyota would sell a car with a sorry warranty. So I researched on the Web and found no compaints and a good warranty. I want a 3 year ****** mile warranty with a 4.99% interest loan as displayed on their website. I made my complaint on Toyota's reveiw email and on Reliable Toyota's reveiw email. I also sent an email to ***** ******* explaining my problem on the 2nd and 3rd of July. I also tried to contact by phone on July 7th and had no response from any of my messages.

  Business Response

  Date: 07/09/2025

  To Whom It May Concern,

  Thank you for the opportunity to respond to Mr. *********** concerns.

  Mr. ********** purchased a new Toyota Corolla SE from us on June 30, 2025. Like all new Toyotas, his vehicle includes a 3-year/36,000-mile limited warranty and a 5-year/60,000-mile powertrain warranty from the manufacturerboth provided at no additional cost and fully in effect.

  As part of the financing process, our team secured a 72-month loan at 4.99% APR through ********************* At the time, Toyotas promotional rate on this model was 5.99% for 72 months, so we were pleased to be able to offer Mr. ********** a better rate than advertised.

  In addition, Mr. ********** chose to purchase an optional extended service contract for $3,270, along with other protection products totaling $2,215. These were not required, and the options were reviewed and signed for during the delivery process.

  Well reach out to Mr. ********** directly to assist with canceling any products he no longer wishes to keep. Any refund due from those cancellations will go directly to his lender and reduce the principal balance of his loan.

  We appreciate the opportunity to address this and are committed to making things right for Mr. *********** We look forward to speaking with him and helping however we can.

  Sincerely,

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:04/23/2025

  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.

  On Saturday March 15th, 2025 I was scheduled to have an oil change and tire alignment. I asked them to not place a sticker on my windshield because I have a tinted windshield. My first issue was that it took 4 hours to complete, they did not fix the mant. required light, and there was no communication on these issues. However, the larger complaint has been the lack of communication between Reliable Toyota. On Monday march 17th I called to speak to a manager, I was told one would contact me within two business days, and no one called me back. Then, on April 3rd I messaged them using the messenger system and requested to speak to a manager and no one called me back. I then called corporate twice to try and resolve this issue with no resolution or call back from a manager.

  Business Response

  Date: 05/09/2025

  Mr. ****** I apologize for the inconvenienc of not being able to get ahold of me, I do know that we talked on the date or right after you submitted the complaint to the BBB. I believe we have resolved the concern. 

  Customer Answer

  Date: 05/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/02/2024

  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.

  My wife and I are in the process of becoming ****** parents and needed to upgrade to a larger family sized vehicle since we maxed out the seating in her ***** CRV. So, we saw good reviews on ****** for Reliable and that they had the van we wanted.The sales guy seemed nice and honest, and I made him an offer while on the test drive to take back to his sales desk. When we arrived the sales management sent him back to us to an absolutely ridiculous offer for our trade in thats currently valued at $19k, and tried to tack on an additional $1,000 to the online price. They offered us $9,000 for our 2018 CRV with less than 100k miles.. they said that there were a few hail dings on the roof that would make it only worth $14k-$15k after $2-$3,000 in work. They also offered us a 16% interest rate. We got up and left. They then started texting us with better and better terms until we agreed to come back in. They reluctantly agreed to give us our payoff amount (not even $12k) and a sub-10% interest rate.We really needed the additional seating so we agreed to their new terms. On the second day of owning our new van the service light came on. Then our brother was on their website looking at used trucks only to find our car listed for $19,995 they totally lied about how they would value our trade. They used dishonest sales tactics to gain a better deal from us and took advantage of our position of needed a new vehicle. We voiced our concerns and asked if they would be willing to reverse our transaction because of the service light and the dishonest trade practices and they refused.This is a totally unreliable sales team that relies on dishonesty and subversion to gain greater profits. This dealership is the reason people are afraid to shop for used cars.

  Business Response

  Date: 12/16/2024

  Dear Mr. ****************** you for reaching out to us and sharing your concerns. We take all customer feedback seriously and strive to address any issues as quickly and fairly as possible.

  We understand that you are unhappy with the transaction involving the purchase of your vehicle, and we want to clarify a few points regarding the situation.

  1: Sales and Pricing: From the outset, we aim to provide transparency and fair pricing to all customers. During negotiation, the trade-in Value of your vehicle was agreed upon based on the information available at the time, and we believe the $9,000 trade in-in offer was competitive and consistent with market conditions.

  2: Vehicle condition: we regret that you experienced an issue with the service light on your vehicle shortly after your purchase. Our team is committed to ensuring that our vehicles meet high-quality standards , and we take responsibility for resolving such concerns. As mentioned, we provided a second key and tire sensors on November 2nd as part of our efforts to ensure your satisfaction. While we are unable to reverse the transaction,  we believe that the steps taken to address your concerns-along with provided items-reflect our commitment to customer satisfaction. 

  We regret that you felt dissatisfied with the outcome, and we appreciate the opportunity to have addressed the matter directly. We are committed to continued satisfaction with your purchase. Should you have any further questions or concerns, please don't hesitate to reach out directly to us at ************

  Thank you again for your feedback.

  Sincerely, 

  ***** *****

  Reliable Customer Relations Manager

   

   

• Initial Complaint

  Date:02/12/2024

  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.

  I bought a 2019 Buick LaCrosse from them. Five days later, the check engine light came on. So I took it back to them to look it over and they found that the power module and battery were not good. They told me to take it to a Buick dealer to get it checked out. The cost of repair is $800.00. I told Reliable Superstore the findings about my car and they are only willing to pay for 1/2 for the battery.
  
  I would like for them to pay for the complete cost of repairs - $800.00.

  Business Response

  Date: 02/28/2024

  Dear Mr. *****,
  
  First and foremost, we want to express our sincere appreciation for bringing your concerns to our attention. At Reliable Superstore, we are committed to ensuring the satisfaction and trust of our customers, and we take your feedback very seriously.
  
  We understand that the situation involving the 2019 Buick LaCrosse has caused inconvenience, and we apologize for any stress this may have caused. Upon reviewing your case, we found that there was a misunderstanding regarding the resolution of the repair costs. We are pleased to inform you that Reliable Superstore has taken the step to cover the complete cost of the necessary repairs to the power module and battery, totaling $800.00, not just a portion of it as previously communicated.
  
  This decision reflects our commitment to our customers' satisfaction and our dedication to upholding the high standards of service associated with the ********* ******** automotive group. We believe in taking responsibility and ensuring that our customers enjoy the quality and reliability they expect when purchasing a vehicle from us.
  
  To further discuss this matter or any other concerns you might have, we warmly invite you to contact me directly. You can reach me at ***** ********, or if you prefer, we would be delighted to welcome you back to our dealership for a personal meeting. Your satisfaction is paramount to us, and we are here to assist with any further needs or questions you may have.
  
  Once again, we apologize for any inconvenience this situation may have caused. We are committed to learning from this experience and continuing to improve our customer service processes. Thank you for giving us the opportunity to resolve this matter to your satisfaction.
  
  Warm regards,

• Initial Complaint

  Date:11/06/2023

  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.

  After the dash of my 2020 ****** was replaced under warranty in April 2023, the vehicle was returned from the dealer with multiple areas of damage (photos attached). These areas included the steering wheel, steering wheel cover, **** control panel, audio screen trim, and trim surrounding the audio screen and **** control panel. The eventual replacement of the **** control panel resulted in damage to surrounding trim and the **** control panel was either installed with damage, or damaged during installation. The dealership's response to my requests to replace the remaining damaged areas was that I needed to take my business elsewhere and that they were not going to service my vehicle any longer. The service manager's delivery of this information was hostile and he attributed the reason as being "apparently we have not met your expectations". Therefore, instead of taking responsibility for the damage they caused and documenting as such, the dealership documented some repairs as "customer appeasement" and then refused to replace two remaining parts, one of which is scratched and the other involves the passenger airbag light window which is chipped and cracked. I have worked with Toyota Brand Engagement to resolve the issue, however, Reliable Toyota denies responsibility for the remaining items. I have also contacted my extended warranty at the suggestion of the ***********************. They advised the **** control panel would be covered under factory warranty due to "part failure" since it is still within the 12 month factory warranty period. An estimate for the repair was obtained at the Brand Engagement's suggestion. This was obtained at ******** Toyota in ******, is attached, and exceeds $1090.00. The service department in ****** stated they cannot replace the damaged part due to the fact it was an installation error by Reliable Toyota service department. An additional attempt to resolve this issue with the new service manager was unsuccessful.

  Business Response

  Date: 11/09/2023

  My name is *************************, the Internet Director at Reliable Superstore. I am reaching out to provide a detailed summary of the services we have performed on your 2020 Tundra and to address the ongoing concerns you have raised.

  
  On April 24th, 2023, we addressed the first of your vehicle's needs by replacing the dash assembly. This service was conducted as a goodwill gesture from Toyota, extending beyond the standard warranty due to your vehicle's mileage. This act of goodwill reflects our commitment to customer satisfaction and our confidence in the quality of Toyota vehicles.

  
  Subsequently, on May 18th, 2023, we welcomed your Tundra back into our service department due to concerns about deformation in the trim panel near the radio. In the spirit of customer service and to honor our commitment to your satisfaction, we replaced this part as well. It's important to note that upon the initial return of your vehicle after the dash assembly replacement, both our technician and you had reported no damage, reaffirming our belief that the installation was completed successfully.

  
  Continuing our dedication to your service experience, when you revisited on June 1st, 2023, with a similar complaint about a different part near the same area, we once again conducted a replacement at no charge. Each service visit concluded with a joint review of the work, ensuring that both parties were satisfied with the condition of the vehicle upon delivery.

  
  In August, we understand you reported an issue with the **** control panel. After two goodwill repairs, and given the rigorous checks following each service visit, we made the difficult decision not to proceed with another replacement. This decision was based on our comprehensive evaluations which indicated that the previous repairs had been performed to standard, and there was no noted damage at the time of vehicle handover.

  
  We firmly believe in the integrity of our service team and the quality of the work performed on your vehicle. Our records and standard practice of post-service inspections are in place to ensure that any issues are identified and addressed before the vehicle is returned to our customers.

  
  We regret that you have been left dissatisfied despite our efforts to rectify the situation. Our goal at Reliable Superstore is to build lasting relationships with our customers through trust and satisfaction in our services.

  Customer Answer

  Date: 11/10/2023

  Complaint: 20834823
  
  I am rejecting this response because:

  1) The April 2023 dash replacement was performed within the 3 year/36,000 comprehensive new car warranty period.  My vehicle was purchased at **************************************************** in ***** on June 11th, 2020 and the mileage at the time the warranty repair was completed was ******.  I understand that it is possible that you may have my vehicle confused with another vehicle you were servicing at that time.  It is evident, however, that the dash repair does not constitute a goodwill repair attempt. 
  
  2). There was no joint review of the **** control panel replacement.  The vehicle was returned to my residence on 5/18/23 and the key was handed to me at my front door.  The Service Manager, *******************, immediately left and there was no service invoice offered to be signed at that time, nor was there an offer to review the part replacement together.  The invoice I am current in possession of is an e-mail receipt which was received from ****** on 10/12/23.  It should also be noted that I have requested my invoice of the steering wheel column cover replacement and the steering wheel repair.  This invoice was not provided to me at time of repair completion and still has not been provided to me as of this writing.
  
  3) Although I appreciate the spirit of customer service within your correspondence, this same spirit was not extended to this customer.  I was spoken to in a very disrespectful manner by Service Manager ******************* while he communicated to me that Reliable Toyota was not going to service my vehicle any longer due to unmet expectations.  
  

  4) I failed to mention in my previous correspondence that I had requested photographs of the dash replacement as the repair progressed.  This was agreed to by Service Manager Guise and the photos were taken, however, they were not provided to this customer.  These photos would show all the parts that were removed and replaced which were noticed to have either been scratched, nicked, or cut.
  

  5). Therefore, the dealership has withheld from this customer dash repair photographs, the opportunity to jointly review the **** control panel replacement and to sign the invoice upon delivery, the repair invoice for the steering wheel column cover and steering wheel repair, and the provision of the 12 month/12,0000 factory warranty for the **** control panel.

  Your assistance in rectifying this situation would be very much appreciated, as it has been ongoing since October 2022.

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

• Initial Complaint

  Date:08/02/2023

  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 June 14th we purchased a used Audi from this dealership, which included a “bumper to bumper” 3,000 mile/3 month warranty. Three days after purchase the oil light came on and we have had it back to the dealership several times, it was determined the pistons are bad and need to be replaced. They wouldn’t return calls about this and when I went to talk to someone they said we would have to pay $3,000 in labor to fix the car they sold us with the issue. (Audi corporation agreed to pay for parts) Been passed around from department to department. Finally talked to the Audi Sales Manager and he was less than helpful, finally got the general managers name from him and was told the general manager doesn’t speak to customers. This is not acceptable and we just want the car they sold us fixed. I can’t believe the general manager is aware customers are being treated this way and is ok with that.

  Business Response

  Date: 08/03/2023

  We appreciate the opportunity to address the customer's concerns and provide a comprehensive response.

  
  First and foremost, we want to clarify the warranty associated with the purchased vehicle. The customer received a limited powertrain warranty at the time of purchase, and we acknowledge the importance of transparent communication about warranty coverage.

  
  Regarding the oil consumption issue and the need for piston replacement, we take the customer's concerns seriously. As soon as the customer notified us about the oil light coming on, we promptly scheduled their vehicle for inspection and diagnosis. Following our assessment, we contacted Audi Corporation, and we are pleased to inform you that they have generously agreed to cover the cost of the necessary parts for the repair as part of the limited powertrain warranty.

  
  Understanding the financial burden associated with labor costs, our service manager has offered a discounted labor rate to assist the customer further with the repair process.
  We also understand that the customer may be dissatisfied with the vehicle due to these issues. In an effort to address their concerns, we have offered to trade the vehicle for a different one. However, despite our best efforts, we were unable to come up with a solution that would make sense for the customer and meet their expectations.

  
  We acknowledge that there may have been delays in our communication with the customer, and we regret any inconvenience caused. Effective communication with our customers is of utmost importance, and we are taking steps to ensure better responsiveness in the future.

  
  We value our customers' satisfaction and loyalty and remain dedicated to providing the highest level of service.

  
  Please do not hesitate to reach out to us if you require any further information or if there are any additional steps we can take to address the customer's concerns. We appreciate the Better Business Bureau's role in facilitating communication between the customer and our dealership.

  
  

  Customer Answer

  Date: 08/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The issue with the vehicle was preexisting. The dealer said they can’t tell if the issue exists when they receive a trade-in vehicle unless they do an oil consumption test. They didn’t do an oil consumption test prior to selling the car even though they are aware that this is a known issue with multiple Audi models and production years. I would think Audi is covering the parts because they know it’s a widespread issue, not out of any generosity. Regardless of any warranty, they sold us a vehicle with a serious, preexisting problem and expect us to pay to it. 
  

  The repair is about $3,000. They did offer to trade the vehicle instead, but at a loss of over $4,000. They control the value they accept on trade-ins and the price they sell used vehicles, but the best they could do is ask us to take more of a loss.

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

• Initial Complaint

  Date:05/06/2023

  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.

  We scheduled a recall appointment for the airbags (Takata) and for the sliding doors on our Sienna to be done in a single day. We were told for the first appointment that took place in April 2023 that all of the recalls would be resolved in the visit, per ********. Turns out, they missed or didnt see the recall for the doors prior to the visit, so that wasnt selected to be done. He said it wouldnt have mattered anyway, because the door tech was booked full that day anyway. So the airbags were fully taken care of, but ******** had to schedule another appointment for the door recall to take place. Fast forward to today (May 6, 2023), we took our Sienna to the appointment for the sliding door recall. We received a reminder email on Monday and Friday for the appointment. We also called on May 5, 2023 the day prior to the appointment to verify the door recall would take place, because the confirmation email mentioned the door recall and the airbags. We called to confirm the airbags were actually fully taken care of the month before when it was serviced. They said the airbags were complete and to bring the van in for the doors. We arrived at our appointment prior to the scheduled time and met with ****** who went above and beyond. We told him our concerns from the first appointment and everything that had happened. 2 hours later we received a call that the van wouldnt be serviced today, because they didnt have the parts to fix the sliding door recall. ******** scheduled the appointment for the door recall only and nothing else, so why no parts? We understand the parts have to be ordered, but why were they not scheduled to be ordered for this appointment? Why send us 2 reminder emails, if Toyota isnt prepared for us? Why tell us on the phone the day before everything is good to go for the door recall and we will see you tomorrow?! Needless to say, we are very frustrated with the communication and complete disregard for details. ****** shouldnt be the middle man.

  Business Response

  Date: 05/08/2023

  The Johnsons are correct, we failed to order the part(s) for their sliding door recall on their Sienna van after their initial visit in April.  We have contacted the Johnsons this morning (5/8/23), let them know the parts have been ordered and we will be watching for their arrival and will let the Johnsons know when they have arrived.  We sincerely apologize for our oversight.

  Customer Answer

  Date: 05/09/2023

  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:04/12/2023

  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.

  On Monday April 10th, 2023 I had an appointment with a representative from Reliable Toyota in ************ ** to make an offer on my truck, a 2018 Dodge Ram, that I had posted for sell. We came to an agreement for them to purchase the vehicle. The representative told me it would be a few days before they could pay me for it because the person to do that was in a meeting but had me go ahead and sign the title, leave the truck and keys. I then revisited the representative on Tues the 11th after he called me to make a correction the paperwork/title transfer to complete the sell. It apparently had been filled out incorrectly. I inquired again about payment for the vehicle and was again told they would not be able to pay me but never really explained why. Then today, Wed, April 12th, after seeing they had already posted my vehicle for sell without having paid me for it, I called and spoke with the manager, and he explained that he was unable to pay me due to the partial lien release that was on the truck. He said he would have to submit lien holders payment, then wait for the lien release before he could supply my portion of payment. No one had really explained this to me initially during the negotiations or the process. I feel like I have just gotten a run around and that this has been handled poorly. I really am unhappy with the fact that they can post the vehicle for sell, even though I have not received payment for it myself. I also was not supplied any form of contract or anything in writing stating the requirements and when to expect payment or the agreed upon amount. I feel like this has been a poor experience overall and should've been handled better.

  Business Response

  Date: 04/14/2023

  * ****** was explained the process when we purchased their
  vehicle on April 10th, 2023, and was informed on April 11th that they would
  have to pay the remainder of their lien before receiving their payment from the
  dealership. On April 12th, the customer spoke with another manager and was
  given the same information over the phone. Our dealership paid off the
  customer's loan on April 13th, and their check is being cut on April 14th. The
  customer can either pick up the check at our dealership or have it mailed to
  them.
  
  We understand the customer's frustration with the handling of
  this transaction, and we apologize for any inconvenience or miscommunication
  that may have occurred. We strive to provide excellent service to our
  customers, and we appreciate the opportunity to address these concerns and make
  improvements to our processes.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  
  ****** *******

• Initial Complaint

  Date:03/31/2023

  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.

  Service dept diagnosed my car needed head gasket repair and it would be a good investment to replace it, after picking up the Toyota it had to be towed back to dealership. After an assessment they deemed the car ok to take which we attempted again 2 days later unsuccessfully. Again we were unsuccessful and had to have the car towed back. At this point the service supervisor called me and said the engine ceased up and offered to replace the engine. Again at my expense, they would cover the labor but I would have to buy the engine which he quoted me at $2,000 to $2,500 used. They refused to reimburse my money. Despite multiple attempts I was not happy with the service. They offered to put me in another used car at my expense.

  Business Response

  Date: 03/31/2023

  Vehicle
  came in 8/6/22; customer stated MIL on and there are misfire codes. 
    We confirmed misfire codes and there was no coolant in the radiator
  reservoir.  Vehicle returned 2/3/23 with authorization to replace head
  gasket.  We replaced head gasket and customer picked up vehicle. 
  Vehicle returned and customer stated it stopped running while driving and would
  not restart.  We started vehicle and ran for two hours, then filled gas
  tank and drove 130 miles with no abnormal engine operation.  We returned
  the vehicle to our customer.  Customer called back and had vehicle towed
  in.  We found engine seized due to piston rod(s) in lower engine.  We
  offered to replace the engine and not charge any labor if customer would
  purchase an engine.  Customer declined our offer and spoke with used cars
  about trading the vehicle in.

  Customer Answer

  Date: 04/14/2023

  I brought the car in because it was shaking, not because of any codes or lights.  No misfire codes were discussed in August.  The only time the misfires were discussed was after the car had been repaired and brought back in.  The head gasket was replaced.  The car was picked up.  When the vehicle was returned it was because the vehicle stopped on a highway going 71 miles an hour and had to be towed in.  They did return the car on Feb. 7th--they couldn't explain what had happened, but did say they received a failure to start engine code.  They reset the code.  They said we were good to go.  On the way home from the dealership for the second time, the same thing happened to my husband when he was driving.  It was towed again.  The next day they told us the engine had seized up.  I asked for the money back, I had paid $5500.   and they said "that was not going to happen."  They did offer to replace it with a USED engine.  We didn't want to put any more money in it.  I want my money back because I didn't get the service I paid for and they won't give us the same amount of money towards a used car. 

  Business Response

  Date: 04/26/2023

  Vehicle came in 8/6/22; customer stated MIL on and there are misfire codes.    We confirmed misfire codes and there was no coolant in the radiator reservoir.  Vehicle returned 2/3/23 with authorization to replace head gasket.  We replaced head gasket and customer picked up vehicle.  Vehicle returned and customer stated it stopped running while driving and would not restart.  We started vehicle and ran for two hours, then filled gas tank and drove 130 miles with no abnormal engine operation.  We returned the vehicle to our customer.  Customer called back and had vehicle towed in.  We found engine seized due to piston rod(s) in lower engine.  We offered to replace the engine and not charge any labor if customer would purchase an engine.  Customer declined our offer and spoke with used cars about trading the vehicle in.
  
  
  

  Customer Answer

  Date: 04/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Reliable Toyota merely copied their initial response from 3/31, which contains inaccuracies as well as their refusal to make this right with me [the customer].  They have not acknowledged what actually has happened and have demonstrated no option for resolution.  Their own response here indicates and proves their inadequate service for my vehicle by their own admittance, my vehicle had to be towed back to them TWO TIMES following their repairs.  My vehicle never made it home!! And is still sitting in their parking lot!  They misdiagnosed the necessary repairs.  They inadequately represented the dialogue regarding my repairs by implying the engine seized due to "no coolant in the radiator."  This was NEVER DISCUSSED! If their was no coolant in the radiator, it certainly should have been brought to my attention BEFORE offering to repair the head gasket.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 04/28/2023

  Thank you for your recent correspondence. We understand that you have considered our offer, and we respect your decision. At Reliable Superstore, our priority is to provide a professional and friendly service tailored to your needs.
  
  If you would like to discuss the offer or explore alternative options in person, please don't hesitate to reach out to me directly at ************, or visit our dealership. We are more than happy to assist you with any concerns or questions you may have.
  
  Additionally, we understand that you were considering trading in your current vehicle. If you're interested in exploring our wide selection of new and used cars, we would be delighted to guide you through the process and find the perfect vehicle to suit your needs.
  
  We appreciate the opportunity to serve you, and we look forward to assisting you in any way we can.
  
  Warm regards,

  Customer Answer

  Date: 04/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: there is no offer to resolve the issue.  I have requested for my money to be refunded as the car has not been repaired as promised by the service department.  I spent an entire day in the used car dealership exploring possible used car options, however, Toyota only offered $1800 toward a down payment when I have already lost $5500 in repairs.  I am not in a position to spend any more money, and I believe my previous communications have made this very clear.  While the last response from Toyota implies their willingness to "make it right," they have not indicated how they plan to resolve.  I have made numerous phone calls, and spent an exorbitant amount of time willing to listen and hear Toyota's options to resolve, however none of those options have included the return of my money, or the repair of my car (without me spending anymore money). I am seeking restitution for the money I have spent.  The dealership has not yet demonstrated willingness to make this right.  Offering to "assist me with the process" of purchasing a used vehicle helps the dealership, not me.  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/03/2023

  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 the 22Dec22 I went to Reliabe Superstore, Springfield, MO to have the tires on my van rotated. As I was pulling into the service area, the garage door came down on my windshield. The result was a shattered windshield.
  The management I talked to told me that they were not responsible. I say they are.
  I am asking for the cost of a new windshield and payment for my time and trouble,

  Business Response

  Date: 01/04/2023

  Customer
  came in to the service drive and drove in to the closing garage door which he
  struck with the vehicle’s windshield.  Customer’s windshield was covered
  in ice with a small area from which the ice had been removed and stated he
  could not see the closing door.

  Customer Answer

  Date: 01/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ******