ComplaintsforRomeo Toyota of Glens Falls

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from this business in October of this year, the car was not brand new but only had 1,000 miles on it. This is my first time buying a new car and was very nervous about such and expensive purchase. All was good buying this car and then the day after papers were signed all went downhill. The day of purchase I was promised that if I noticed any problems to bring the car back and it would be dealt with promptly as I had just bought it. That very day I noticed a chip in the paint and called to get this resolved. No one returned my phone calls about this after several weeks, I returned to the business and who I was looking for was not there and turns out this person did not work there anymore which I was also never informed of just directed to his phone every time and was assured I would get a call and never did. After several more phone calls into the business ( to my sales manager that sold me the car, general managers, service department and others) an appointment finally got schedule but I had to be very persistent and mean on the phone> When I show up for the day of appointment I was told that no appointment was even scheduled and they couldn't do anything for me but to call the sales manager again. I went to work that day and have called the business every week since and still to no avail. It has now been two months and I haven't gotten anywhere. As a young girl and a first time car buyer I feel as though this business is taking advantage of me and am very upset with the service and how I am being treated in every way possible.

  Business response

  12/05/2023

  We sincerely apologize that Ms. ***** has had this experience.  **** *******, one of the sales managers, will be reaching out to her today to set up an appointment to fix the problem.  **** will be her point of contact moving forward.  If Ms. ***** does not hear from **** by the end of today, Dec. 5, we ask that Ms. ***** contact Mike Romeo, the General Manager, at 518-361-4424 to discuss this matter with him directly.  Again, we sincerely apologize that this was Ms. *****'s experience and anticipate that we will be able to turn things around moving forward.

  Customer response

  12/07/2023

  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. 
  
  Regards,
  
  ******* *****
  
  
  
  
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a used 2013 ****** ********** back in 12/2022, and we've only had it 9 months and only put maybe 5000 miles on it. The check engine and trac off were both lit up on the dashboard, since Thursday 09/21, and it stayed on continuously. I called romeo ****** on 09/25 and made an appt for the following day. My wife brought it that day for a 10am appt. They found that it needs 02 sensors, and that the radiator was leaking coolant, and there were issues with a cv joint, but they are suggesting they both get replaced. They also mentioned that the transmission pan was leaking as well, amongst other things. In total, it would cost nearly $4000 to fix everything that they said either needed to be fixed or will need to be fixed later, per their recommendations. We financed this vehicle and pay $340 a month. It's 11 years old, and only had 111,000 miles on it when we bought it. Originally we were there to look at another SUV but it was already pending, but the sales guy showed us this one (the **********) which was just brought in as a trade in. I don't believe this vehicle was really gone through it's multi point inspection before we purchased it. It had problems with the catalytic converter not too long after we bought it, and they fixed it. Our inspection is due this December of 2023, but it needs fixing to remove the lights from the dash board before it can get a sticker. This vehicle losing coolant and having all these other issues all at once. Like I mentioned prior, we barely put 5000 miles on it, and it has all these other issues. We had bought a service contract/ extended warranty but it does not cover any of its current issues, and that service contract was nearly $2300 which was financed into the loan. This is not good that this vehicle needs all this work and money to make it right and Romeo ****** will not honor anything or even work with us on all of this. I believe this all should be addressed. I really would like to see it fixed by them or some help.

  Business response

  10/17/2023

  Customer purchased this vehicle in December of 2022 - at time of purchase the vehicle had 110,886 miles on it.  Based on the mileage on the vehicle at time of sale there is no Statutory warranty from New York State.   Customer came back January of 2023 with a couple of complaints, exhaust leak, rattle noise and a couple bulbs that were out.  We did these repairs at no cost to the customer. Customer has had this vehicle for almost a year, it's a 10 year old vehicle.  When the repairs needed were quoted we did give them a discount on the labor of the repairs. There is no warranty on the vehicle, so the discount offered when the repairs were quoted out is what we are willing to do at this point. Unfortunately, when you purchase a high mileage, older vehicle this is a risk that you're willing to take as a consumer.  We put all of our cars through the same inspection that we do on our certified used vehicles, and at the time the reconditioning was done none of the current issues were present. 

  Customer response

  10/29/2023

  I am unhappy with the response from the dealership. Like I mentioned before, we only had it,well now being 10 months, and with only 6000 miles on it, that the vehicle needs $4000 worth of repairs. Again, yes it's used, but having to dish out that much money for what they are saying it needs is just unethical. Realizing that romeo will not accommodate whatsoever, I have reached out to seek legal advice and see what can possibly be done.Like I said, this ********** was just brought in on the day we were originally there to look at another SUV, and I don't think it was really gone through like it should have. Knowing that we leased our truck through them, you would think they would have done a little bit more for us, being returning customers of theirs. Yes I realized it's used, but the amount that they say needs to be done within the short time frame of having it and the minimal use since the 10 months is just something that just typically doesn't just happen. We are very unhappy with this outcome but are looking at another alternative to making this right. We will not recommend them to our family and friends for needing a good used vehicle. 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After purchasing a vehicle from Romeo Toyota, it was discovered that one windshield wiper was missing, the wiper arms were not tightened, and a wheel hub was missing. After my husband ****** spoke with Walter Foster on March 14, 2023, I was assured that the bill from my local dealership would be covered by Romeo Toyota; the invoice was sent to him on 3/14/2023 via e-mail. On March 25, my husband reached out to get a status of the check promised and got a response from Walter on March 29 asking if "I promised to reimburse you or pay your bill at Garvey". He was reminded that it was a refund due us, as discussed, as we had paid the bill at Garvey. On April 14, another email was sent to Walter asking about the status of the refund check to which he did not respond. We also reached out to our Salesperson that day, Addison, who assured us a check would be sent. Again on April 24, we messaged Addison who again assured us a check was on the way. Today, May 1, we tried to reach Addison to no avail.

  Business response

  05/02/2023

  We took too long to process the customers check. But at the end of the day we did what we said we would do. 
  

  see attached copy of check.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  2018 **** ******** hunk of junk owned it for 11k miles and key fob dead replaced 2 tires,replaced manifold, catilatic converter. The brakes have squeaked since day one of buying car was informed it’s because of weather. The ** radio need a 900.00 part. Sold car to me at sticker price. The steering column is broken. The backseat driver side seat belt is broken. Car only has 36k miles on it and all has happened within 11k miles of ownership. It’s an unsafe vehicle. I asked for an even trade of an older vehicle with much more miles and the place will NOT budge or move. NOT acceptable!!! I do not feel safe in this vehicle at all! Please hep I have 2 young children

  Business response

  12/19/2022

  Sorry for the delayed response. Everything the customer said has gone wrong with the vehicle is true. Because we stand behind our vehicles and take care of our customers, we made every one of those repairs at no cost to the customer. I would be happy to provide documentation for any and all. We would like to resolve the issue completely and trade the customer out of the vehicle. 

  
  

• Initial Complaint

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Romeo toyota for a price and procedure to replace a chipped key on Oct,17,2022. They checked with service department and called me back. They said the price would be $37 for parts and about $80 to program it. The key was delivered on 10/19. I had the truck towed to Romeo. I was then told the price would be approximately $317. I questioned the difference in prices but had already brought the truck in. They programmed a new key. I left then found out my car starter didn't work anymore. They had me bring it back on 10/20. They worked on the truck for approximately 3 hours. They made another key to start the truck. My car starter still does not work and the offered no reduction or discount. The total bill was $329.57.

  Business response

  11/10/2022

  Customer originally made an appointment with us to get a key programmed, which what he was quoted is correct just for a key programming.  However in this customers case he had lost all of the vehicles keys which requires a completely different procedure where we have to do an immobilizer reset.  This procedure is a 2 hour repair – not a .8 repair as a key programming is thus the price discrepancy. When the customer made this appointment he did not explain the fact that all the keys were lost.  If we had known this we would have been able to quote the job appropriately.  The next day the customer came in and said that he had found his old key and wanted it reprogrammed as well as his remote start was no longer working.  He then at the point brought up the pricing discrepancy with me, and I explained the portion with the immobilizer reset.  As a goodwill I provided the service for that day to him for free which was just over $140. I made concessions to the customer that I think are more than satisfactory. 

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