ComplaintsforToyota of Stroudsburg

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2018 ****** **** in 2019. Within a few months of having the vehicle, the front end began to shake when stepping on brakes. I brought it to be looked at and they told me it was brakes and rotors. We had them changed, and a few months later, it started shaking again. The next time they said it was the rotors over heating and going through a puddle of water causing them to warp. So we changed the rotors and pads again. A few months later same thing happened again. Next time they said it was the calibers. And of course, we now have changes the calibers as well. We have now changed the, pads, rotors and calibers. And none of this was covered under warranty because this was normal wear and tear. Just to check the vehicle, if. It not covered under warranty is a $149 diagnostic charge. In 2021, it was still shaking and I reported it again. This time they said it was because it was not ****** parts . My car starting shaking in the front end, and they said it was the front end suspension, which could be why my car was shaking when I braking to begin with. They said they would fix it, and it should eliminate the brake problems. After fixing the suspension, my car continued to do so, when I spoke to the manager she told me they never even looked at it while doing the suspension. I returned the car and they are refusing to fix the problem before my warranty runs out. I have had the same issue since I purchased the vehicle.

  Business response

  03/31/2023

  ********************** purchased his 2018 **** from us on 6/4/2019 at 24173 miles. At that time, the brakes were 9B in the front and 11B in the  rear which means they had a lot of life remaining on them. He came back into our dealership at 59,673 miles on 3/9/2021. At that time we told him that he needed front and rear brakes (pads and rotors). He had driven 35,500 miles. He declined and was not charged diagnosis and went elsewhere. On 3/16/2023, he came in with 97,890 miles on his vehicle and was complaining about a vibration going down hill. We inspected and did not charge him anything to look at them. He had aftermarket parts installed onto the vehicle and the rotors were warped due to seized slide pins and pads being seized into the brackets because of the brake job that was performed elsewhere. Again, no diagnosis charge was charged at any visit and customer declined work. Had the customer not declined the work when we recommended it or had sub-par work performed elsewhere he wouldn't have the issue he is complaining about. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had nothing but problems with this truck so far the calipers are defective see bills and also the regulator forveundiwc3 times to get fixed but the calipers are a real problem

  Business response

  10/21/2022

  Customer complains about caliper issues but the work was done at ********** and not here at Halterman's Toyota. Not sure why the complaint was directed at us.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from the used car location located in Tannersville last year June 2021. I have kept up with all scheduled maintenance on the vehicle and purchased the extended warranty for the vehicle. Approximately 3 weeks ago I had my vehicle towed to Haltermans because it would not start. The technician suggests a diagnostic so that I would not get work done that I didn't need. The diagnosis is that I needed a starter. The car still wouldn't start so he suggests that my timing chain went on my vehicle and that I would need a new motor costing $5000. I call and speak to the service department manager about my dissatisfaction with the service I received. She tells me that she sees that I have been keeping up with my maintenance on my vehicle and she also sees that my vehicle was previously under warranty that expired after 118,000 miles, my vehicle was at 119,000. I was told by her that she would talk to the general manager to see if they could offset part of the cost of the service needed, and never received any more communication from her regarding rectifying the situation. I am disgusted at how this situation was handled, or the lack thereof, and would never recommend not even my worst enemy to purchase a vehicle or receive service at this establishment.

  Business response

  07/26/2022

  Customer bought vehicle over a year ago and put 25k miles on it. When she purchased the vehicle she bought an extended warranty which was good for 24 months OR 24,000 miles. Because the extended warranty was over the mileage limit when she brought the vehicle in, the third party warranty company would not pay for the repairs. When we sold her the vehicle it was in good working order with no engine issues. We cannot predict nor be responsible for an engine issue that occurs more than 25,000 miles and over a year later. 

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to haltermans Toyota with the intention of buying a vehicle. I wanted a vehicle that I could customize in a certain way. They told me that I would be able to customize the grill on the vehicle that I ordered in a way that was suitable for me when I was at the dealership. With All of this in kind, I was happy to put down a 500 dollar deposit on the vehicle. I was told a week later that the options that I was originally promised would not work. I asked for my money back because I was not going to be receiving the vehicle that I was promised. The sales manager James was very rude to me on the phone and refused to give me my money back after I was told I can not get what I originally was paying for.

  Business response

  05/26/2022

  The customer is not being truthful in their complaint about that really happened. Luckily, we document our text conversations with customers and those are attached. From the very beginning, the customer wanted to swap out the front end of the vehicle for a different looking one. Our sales rep told him that he would have to see if that was possible or not. No promises or guarantees of any sort were ever made. In fact we went out of our way to make sure the customer knew that his request was very much out of the ordinary and we would attempt to do our best for him and let him know the outcome once we knew. As you can see from the text screenshots, the customer was informed that the different front end was not possible to install and after that he responded that he was fine with it and it "Looks good regardless". He then proceeds to mention additional upgrades he plans to make in the future. After all this the customer then states the next day that they changed their minds and they don't want the vehicle. This comes after he made us spend almost $3,000 on special order parts (that cannot be returned) plus the time and labor to install them. He did not pay for any of these parts or labor that we now incurred the expense for. He was told up front that if he failed to complete the purchase of the vehicle then his down payment (not deposit) of $500 would not be returned to him. 

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased my vehicle from them 1.3 yrs ago had to take vehicle back multiple times every time was told nothing wrong however I'm on 2nd set of tires and now has bad wheel bearing also vehicle wouldn't start had to be towed multiple times and told them. They said it only needed an update. Due to the amount of times I had it back n had to have it fixed within the first year it should have been a lemon law swap or buy back however they pushed it until it was over a year and now I'm having more problems. Also when trying to get them to stand by their vehicle they refuse to take calls or even make good on warranty or anything. But most importantly there is a litany of egregious errors on the paperwork and when pointed out they simply said it was only on my copies...that's hilarious! I want my money back or a different vehicle without the balance of the loan being rolled into new loan. I refuse to be upside down in credit because of this dealership. I will not settle for less then completely being satisfied as a customer.

  Business response

  01/13/2022

  In response to the statements made by *****************************, we had her car in a total of four times for service and there is no record of the car ever being towed. We charged the battery in November of 2020 and after that date we did nothing but oil changes and tire rotations, no mention of any drivability or starting issues until July of 2021.
  There was an update issued by Toyota Corp. to correct the draw on the battery, we performed the update and that corrected the dead battery issue.
  The last visit was on 8-5-2021 and the car had 20599 miles and we did a State Inspection and an Alignment. The customer did complain of a wheel bearing noise, but the noise was caused by choppy tires, not a wheel bearing.
  We did not charge her for the alignment and found the front end extremely out of specifications. It appears something had been hit such as a pothole causing the alignment to be off causing the tire wear and the tires to become choppy. We did not replace the tires as they were still at 4/32 of an inch.

  Customer response

  01/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I bought the car on August 13th 2020, had it for two weeks and the car  wouldn’t start after it was sitting for two days. I called the dealer and they said to bring it in for them to check it so I did. They looked over the car and didn’t find anything wrong with it. I took it home and then let it sit two days, it wouldn’t start again so I had to get it jumped anytime I wanted to let it sit longer than a day. I had to make sure everything was off and that every day I went down and started it and then let it run for a bit before shutting it off. Every night I had to go out and start it before going to sleep just to make sure the car would start. I took it in for an oil change prior to october when the car was at 5k miles and told them again that the car still wouldn’t start if it was sitting for two days or more. They charged the battery and again told me there was nothing else wrong. I continued to have the same issue with the car and they refused to look further into it to see if something else might have been messed up. As the owner of a brand new car off the lot I shouldn’t have to worry about the car sitting for more than two days and not starting. Every time I took the car in for service I told them it was having the same issue. It was not until the visit in July of 2021 that they finally said there was an update they could do on the computer that should help the issue. I had that problem for almost a year and they tried to wait out the warranty and service contract so that they didn’t have to pay for it. Also during this time I had to get a new tires because the one on the front blew. Prior to it blowing I had told them the car was making a noise that didn’t sound normal. It sounded like a problem with the wheel bearing. They said it was just the back tires that were wearing unevenly. I’m related to mechanics so I know enough to know that a uneven tire wear is from a wheel bearing issue. When they took it in for service in August of 2021 they did the front end alignment and told me the front end was way out of specs. Considering I didn’t hit a dear then that means it was off prior to me buying the vehicle. The dealer will only place the comments they want to document on their service papers. I also had to call them in July because they did the registration for the vehicle wrong. I was pulled over by a cop and that is how I found out. I called the dealership because none of my papers had the title number on them. I have all the paperwork from my purchase of the vehicle and none of them have the cars title number on them. When I called the dealership, the lady I spoke to responded with “well do you have a paper and pen I’ll tell you it.” I am pretty sure the car purchase was not conducted right since you can’t sell a car without a title number on the paperwork. So not only did I trade in my old car and give them the title but they never marked the title number for the new car on the papers. This whole experience with this dealer has been one mess up after another. I just want to get this fixed and I want to get the money back for the loan so that I can get this whole thing away from them and get another vehicle. I never want to deal with this dealership again. 
  
  Regards,
  
  *****************************
  

  Business response

  02/15/2022

  We have nothing else to add at this point because the customer's complaints are unfounded and were already addressed in our original response.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second vehicle that was purchased this 2019 Mitsubishi Outlander Sport was just recently in a minor accident I have been back and forth with them over different issues before accident headlamp assembly I did not like the brakes radio issues on and on now they get check from insurance 11,000. They supposedly inspected car as well well the car was picked up from collision center on October 15,2021. The next day the regulator went in window again and just yesterday total brake failure The brakes fell off car in my fiancs driveway we have been trying to get the operation manager ********************* **** from that location to call us back its a circus always in.meetings. Now it is going to cost me time off work because the mechanic can't get kart until Thursday who is going to reimburse me for time off at a new job I cant get fired for something that should have been handled when car was supposedly inspected by them the mechanics found emission inspection paper but no safety indirection paper at this point I want you to investigate them. I am at a loss with my job I have no way to get back and forth loss wages and also the karts and labor to new mechanic

  Business response

  11/23/2021

  **************'s car was brought to our body shop 9-8-2021 with front end damage. After the repairs were made to the front end, the car was taken to the repair shop on 10-11-2021 with 42240 miles on it to have the State Inspection and Emission Inspection done. The front and rear brakes were both measured at 5/b (approximately 50%) which is acceptable to pass State Inspection.
  ************** called me Monday 11-15-2021 when I was in a meeting. The General Manager and I called him immediately following the meeting and spoke to him about the situation. I suggested a caliper had seized causing the brakes to wear out since he received a quote to replace one caliper and the brakes wore down in 5k miles. He stated the brakes on both sides had worn out. I called him later in the day with an estimate to replace the caliper and brakes and asked him again about the caliper seizing since it would be odd to replace a caliper with a brake repair unless something was wrong with the caliper. He did not know why the caliper was being replaced, but had the repairs done at the other repair facility.
  I did schedule an appointment to check the driver front window on Saturday 11-20-2021. We found the window regulator and run channel had failed. We ordered the parts required to make the repairs.
  The repairs done at the body shop did not include anything to be removed in the rear of the car and we do not remove a brake caliper during a State Inspection.
  It would be very unlikely that brakes would fall off the car but if they did it was not a result of any repairs done by our shop.

  Customer response

  11/26/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:I have receipt here from ***** **** there were parts missing when I brought car to ********** multiple parts the mechanic said that was not normal since the car was just inspected 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  09/21/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I bought a 2018 Mitsubishi ********* from Halterman's in East Stroudsburg, PA Dec. 3, 2018. I had picked it out on line but it took 5 hours for them to get me to the contract signing. Sales manager Ganash J****, got me to sign up for service contracts and key replacement which I didn't need, I have disabilities, I was in pain and didn't realize I had a choice. I went back on the 10th and Tammy S******* the Finance manager, removed $4210.00 from service coverage but the payment remained at 485.64, the total being $28,687.96. I traded it for a ****** in August to get lower payments and ****** ******** Bank, Wayne, NJ got paid off. Halterman's owes me for the canceled and the unused portion of the GAP insurance but Tammy is trying to tell me they only owe for the GAP I have the canceled service contracts and her paperwork from 2018. My payments totaled $16507.31 and the pay off was $12180.96.Tammy's calculations are off and I want my money back. I will fax later. Thank You, ***** *** 

  Business response

  09/27/2021

  ***** ************** purchased a 2018 Mitsubishi ********* on Dec 3, 2018.  She purchased Gap $985.00, Key, $300.00, Tire and Wheel $685.00, 48/60000 Oil Change Maintenance $975.00 and a 10 year 100000 mile service Contract $2250.00.  Ellen came back to the dealership to cancel everything except the Gap contract, she cancelled this in 2018.  A check for $4210 was sent to ****** ******** Bank as her refund.  She had contacted our dealership in Aug of 2021 and that amount was verified as being refunded to her account at ****** ********.  Her loan amount decreased however the terms of her loan stayed the same.  All refunds from contracts are applied to the end of the loan and there is never a monthly payment adjustment. 
  

  The Gap policy was also cancelled on 8/27/2021 when ***** came to cancel after she purchased her new Vehicle. Refunds take 6 to 8 weeks to process.  The funds will arrive at the address she provided in the Amount of $483.87.

  Business response

  12/02/2021

  See attached document from ****** ******** Bank

  November 12, 2021 
  
  Dear *** ********, 
  

  This letter is to confirm that ****** ******** Bank did receive the refund check in the amount of $4,210 for the above loan on January 9, 2019. This refund was applied to the reduce the loan balance. This loan was paid in full on August 26, 2021. Attached is a payment history and copy of the check received. 
  

  If you need further assistance, I may be reached at ###-###-#### or ***** @******.com. 
  

  Sincerely, 
  ******* **** Senior Vice President 
  

  Customer response

  12/09/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  I'll never understand why ****** ******** lied to me about the pay off amount 5 separate calls. People like that cause major anxiety in people like me.

  Thank you.

  Sincerely, 

  ***** *****
  

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2013 **** * *** on 7/23/2021. Has of today 8/11/2021 still haven't received the truck. I keep calling and getting different stories. waiting on parts, parts in but waiting on someone to paint it, employees being out sick, short staff. not able to get parts, or just I don't know. also being transferred around on the phone when I call. I'm paying truck insurance on this and I don't even have it. never received it. My first payment to the bank is due in a few weeks, and I haven't even drove the truck off the dealer lot.

  Business response

  08/18/2021

  Cusotmer was told that the part needed was on back order from **** (which we have no control over) and he was also offered to take the vehicle in the meantime and bring it back once the part came but he refused to. The part is now in and the work is being completed and should be done by Monday.

*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. ↩