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:06/13/2025

  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.

  On June 5th my wife and I purchased a **** ***** *** from Jeff Wyler Honda on Colerain Ave. We put down 30K and financed the other 17K. We entered the Showroom and was met by Darryl U********. Our payments would be around $300 for 60 months. Unbeknownst to me they added amenities I never knew they were adding costing $10,675. They put the amenities in the contract but never verbally went over any of it with me. Unfortunately, I signed the contract because I was in a hurry to get out of there due to my Wife's Parkinson's disease causing her to become distressed. After dropping my wife home and getting the down payment from the bank I went back to Jeff Wyler to pay the down payment. When I got home, I looked over the purchase agreement realizing at that point they were added on without my consent. I called Jeff Wyler to discuss the extra amenities that I didn't want. We agreed to meet on a Saturday. They brought out some paper with all the amenities with a breakdown of the cost of the car on it but didn't give me a copy of it. The only amenities that are on my car as of today are the mud guards and floor mats. The others listed I have to set an appointment to get them on my car. I would like to keep my car, but I would like an adjustment to the price of 10,675 minus the mud/splash guards ($783) and mats and tray ($1,364) since they are already on the car even though I never asked for them to begin with. I don't want any of the other amenities listed on the sales agreement. They knew I didn't want to spend that kind of money, but they had already added the amenities to the price of the car without me realizing it. The total due on the car is 50,972.

  Business Response

  Date: 06/19/2025

  This matter has already been resolved to *** ***** satisfaction on June 17, 2025

• Initial Complaint

  Date:05/20/2025

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  They're not upfront on extended warranty plans being refundable nor transferable. These plans are how Dealerships make a profit.. I only got an email response from him due to filing my complaint. Never again will I ever purchase a vehicle from Jeff Wyler Honda in Florence Kentucky. 
  
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 05/30/2025

  Warranty's and insurance policies fall under things that can be prorated and partially refunded.  It's not about anyone's discretion on the items in question by customer.  These are non-refundable items that were added to the vehicle when they purchased it.  They can contact RECOVR and transfer it to their new vehicle for the remainder of time on their contract.  They own the device.  As far as the paint and fabric protection, I'm hoping the dealer they traded the vehicle into gave them a higher dollar amount for their trade since they had the protection.  We do that for our customers.  

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 2/14 I purchased a **** **** ******** ****** with a manual transmission from Jeff Wyler Honda in Florence along with the dealer warranty for around $21,000. I have the documentation for this. After only a week it was clear the vehicle had serious mechanical issues because it would not go into 5th gear on the highway and was starting to pop out of first gear when at a stop. I have taken the vehicle back to their service department 4 times and the only answer they will give me is "We cannot get it to recreate the problem". The third time I took the vehicle to them I did a ride along with one of the employees at their Jeep store in Ft Thomas. She witnessed the vehicle on the highway not going into 5th gear. I have multiple videos now of the vehicle not going into 5th gear and still they are refusing to fix the problem even though it is explicitly covered under the warranty they sold me. So I have an eyewitness to the problem from their team and multiple videos of the problem occurring and still they are refusing the honor the warranty and will not fix the Jeep.

• Initial Complaint

  Date:05/02/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Purchased a car from them just 4 days ago.... The sales person said all the dents and scratches would be fixed literally talked about that first thing and then they said my trade was gonna be for 3000 only have 2000 once it got to the paperwork signing ! Took the car to a body shop and the repairs to fix all the dents and scratches is over 11 grand even the front fender was popped out and they didn't point that out one time ! It was raining when I bought it so I didn't notice until the next day ! But if you say your going to do something to fix it then do it not say no we can't after it's all done and over with ! Hood had so many dents it in after the rain stopped the next day you could see all of them and called the guy he said hail damage why wasn't that pointed out when the sale was happening???

• Initial Complaint

  Date:03/11/2025

  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.

  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,
  
  
  
  ******* ******
  

  Business Response

  Date: 03/21/2025

  All paperwork has been completed.  Document attached.

  Thank you for your patience.

  Franci K******

  Jeff Wyler Automotive Family

• Initial Complaint

  Date:02/17/2025

  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.

  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,
  
  
  
  **** ******
  

  Business Response

  Date: 02/18/2025

  We issued the check on 2/10 in the amount of $1000.00. It was sent standard postal mail. 

• Initial Complaint

  Date:02/10/2025

  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.

  Purchased a ** ******** ***, they messed up the financing for the trade in. Because we still wanted the vehicle we agreed to take the trade back and change pricing. Then after having the vehicle for 5 weeks we get a text they need bank statements. We told them we would have to see how to do that because we share an account but only one is on the loan. The finance person went and spoke to our son who works at a different Jeff Wyler dealer about our finances and he has nothing to do with our loan or vehicle. Absolutely appalled they thought this was okay. We have been to their dealer 5 times for different things with this purchase and shouldn’t have had to when they messed up in the first place. We are out the money for transportation back and forth not to mention it is now feeling like harassment. Had we known this we would have bought elsewhere.

  Business Response

  Date: 02/14/2025

  I want to extend our sincere apologies to *** ********  Even after a bank qualifies and approves, they still have the option to request more information. Those request  are not something we can control.

  The sales manager spoke with *** ****** this morning and all issues seem to be settled and all paper work signed.

  Thank you,

  Franci K******

  Jeff Wyler Automotive Family

• Initial Complaint

  Date:02/06/2025

  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.

  Tried reaching out to them for 3 weeks regarding title work. No response. Temp tag expired.

  Business Response

  Date: 02/14/2025

  Greetings,

  I need to know what dealership ********* purchased her vehicle from and year and make please.

  Thank you,

  Franci K******

  Jeff Wyler Automotive Family

   

• Initial Complaint

  Date:12/26/2024

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  All though there are some truths in this there are many details that were left out. Yes there was another deal brought to me although the first time I heard of the new deal was almost twenty days after the original did not go through 11/21/24-12/11/24. At which point I was wondered why my credit report had been ran several times after which were dec. 2,4,6, however when Derrick reached out to me the first thing that was said was “ i

   sorry no one reached out to you” my response was what happened he then explained the original deal did not go through and he had a new deal different apr and payment. I asked what was the percentage rate and ask him I wondered why my credit was ran without my notice  or why I wasn’t made aware of what happened to the deal. He said he didn’t know the paperwork just ended up on his desk. As we spoke of this deal I told him I’d rather just have my vehicles back and be done because I’d rather not work with a company who could make this mistake and not inform me and just take action to run my personal credit several more times when this was clearly a commercial loan. When I sent Derrick the message then I heard from Jason mind you no time before Derrick did I speak or had contact with anyone from this company. December 13th I spoke with Jason he wanted to sit down a meet I said to him that’s fine but reiterated that I did not like the way this was going. I stopped by the dealership on the 14th of December just to see if I could speak with someone about the situation this is where I met Brandon we spoke first he knew about the situation then as we spoke more he said he did not feel comfortable talking to me about or giving proper phone numbers of those who could help with the situation he did go back into her office and cal her as he came back out he told me she wanted to meet Monday I asked again if he knew where the cars were he said no I told him well they were on the website 2 days ago I sat in the chair then left. December 16th I returned to Jeff Wyler around 8am (this was the only time I had before work) I asked to speak with Jason or Jennifer a lady said to me that the two probably won’t be in until 10 I thanked her and left. I came back later that day to speak. I spoke with Jennifer I did not demand anything a simple well where are the  cars I was told one went to the auction and the other is not on the lot. Jennifer told me she could do whatever she wanted to do with the vehicles. We got into a discussion that would lead to nowhere because of not disclosing where the vehicles were. The police were called I spoke with them they told me that there were things that seemed suspicious we spoke as a group again where I asked them to join so the conversation could at least be recorded. Later that day I returned to the dealership dropped off the promaster I then sent a message to Derrick stating I was made aware of that the dealership paid off the cars so they could keep them because I didn’t want to do babies with the company that continues to make this mistake and hide the vehicles. December 17and 18th another credit check was ran on my personal credit I text Derrick once again and asked why his company was running my credit info he said he didn’t know and didn’t see anything on his part . I have not had a work vehicle for a month now which is why I was asking for the damages for loss of business insurance on the vehicle and paying a month car note for a automobile I don’t possess 

  
  
  Regards,
  
  
  
  **** ******
  
  

  rather have my cars back and they could take the van back I have went up to this establishment several times to retrieve the vahicles they paid them off then put a stop payment on one of the checks I was informed the van went to auction by Jason but the car was being worked on I went up there to take a look neither of the vehicles are at this establishment I took back the van Dec. 16 2024 because it is illegal for me to drive without being able to register the vehicle in the state of **** even though I had the proper insurance to cover I did not want myself or my drivers to be put in a situation where it could have a negative impact to them legally. They have had these vehicles for over 30 days at this point I do not want the vehicles back I do not trust they are in the same shape I took them in being that they were working on one and said they would put it back how it was brought in but it was on the website and the other went to an auction. I would just like compensation for my loss

  Business Response

  Date: 12/27/2024

  We are willing to unwind the deal and return the Van and ***** to the customer. We had the customer approved at a lower rate and payment but he decided not to resign the contract. He wanted to return our Ram and pick up his trades. I explained that I would have to reverse some of the paperwork and it would take 5-7 business days. He wanted it to happen that day and I told *** ****** it could not happen that day. 

  Resolution: we would like to unwind all the paperwork, place liens back on his trade ins and walk away. There are significant charges that we are willing to take responsibility for on our end.

   

  Jennifer T*******

  Business Response

  Date: 02/18/2025

  *** ****** is the one who decided to return the *** he purchased and wanted his trades paid off and return to him free and clear. He did not want to discuss the matter and further and would not listen to what steps we needed to take for this to happen. 
  He has since taken his ***** back which we detailed and serviced free of charge. 
  He does owe us for the balance we paid off on the Van and we sold. According to the purchase order he signed he owes us the difference. 
  We will not be providing any of the requested items to ** ****** but we will be sending him a bill. 
  

  Sincerely 

  Jennifer T******* 

  Customer Answer

  Date: 02/28/2025

  Better this company  Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  
  
  Regards,
  
  
  
  **** ******
  
  

• Initial Complaint

  Date:11/20/2024

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  I had a brief conversation with an employee of the dealership (Jennifer T*******), which I've attached. In our conversation, she not only stood behind the deceptive marketing, she called it bait and switch herself. I asked her to honor the price which she declined. It wasn't until I pressed the issue that she then decided to claim that they had "off" written in some sort of green writing on the vehicle.

   

  In the email she then said that "someone tried to rub it off." I find it very interesting that it's now being said on this BBB complaint that the "storms" took their paint off. I pass by the dealership twice every day in route to my office and I never saw "off" written on there, even the day that they set it out. At the end of our conversation after her attempts to intimidate me by saying "we are researching our cameras now to see who may have done that", Jennifer came very close to accusing me of being the one who "rubbed" it off which I found completely unprofessional and insulting. I simply ask that the dealership would honor their marketing, until then we'll remain well acquainted.

  
  Regards,
  
  
  
  ****** ***********
  
  

  Business Response

  Date: 12/02/2024

  I spoke with J***** *********** about his concern and explained to him that we had several customers that took advantage of the newly released incentives. We also had the word "OFF" painted in green below the 15000 which came off during the storms. I apologized for the misunderstanding and reviewed the complaint with my managers.