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:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June ******, I sent a completed Optimus Warranty cancellation form which I received from Optimus, to Conner Green at Hiley Subaru of Fort Worth, **. I traded in my vehicle and no longer needed the wheel warranty. Optimus advised me they also sent the completed form. Mr. ***** assured me that the warranty had been canceled and the refund would be mailed to me, this email was sent to me June 9, 2025. Despite calling and emailing him, I have not received the refund. I feel the company failed to communicate appropriately and not honor their commitment to ethical business practices.

  Business Response

  Date: 07/08/2025

  We received the signed cancelation notice on 6-3-2025 and it was immediately sent to our accounting office to be processed. We have confirmed that the cancelation was processed, and the refund amount will be on our July statement from Optimus. As soon as the money is received, which will be this week, the refund will be sent to **********. Please let us know if there isn't a payoff so that we don't send the refund to the wrong location. If the loan has been paid in full, we will need proof so that we don't have to send to the lender. 

  Customer Answer

  Date: 07/09/2025

  Complaint: 23559799
  
  I am rejecting this response because: It was not previously communicated to me that I would have to send proof of payoff. As soon as I receive payoff information, I will submit that to Hiley Subaru. The warranty refund should not be sent to ***** but instead to my home address previously provided to Mr. ***** which is *****************************************. Once received, this complaint can be resolved. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 07/10/2025

  Unfortunately we dont have that option. We are required by our dealer agreement to either send the funds to the lender or provide proof that the vehicle loan has been paid in full. 

  Customer Answer

  Date: 07/11/2025

  Complaint: 23559799
  
  I am rejecting this response because: I have communicated with ***** and they are mailing the pay off documentation. This document could not be  emailed or scanned to me but rather has to be sent via mail. I should be in receipt of the documentation within the next few days. It will be uploaded to this site upon receipt. If you send the refund to ****** it will take longer for me to receive it and this complaint will not be resolved by me until I receive the refund.
  
  Regards,
  
  ***** *****

  Business Response

  Date: 07/14/2025

  That isn't a problem. We will hold off mailing the refund check until we receive the payoff info, that way we can send it directly to the customer. 

  Customer Answer

  Date: 07/15/2025

  Complaint: 23559799
  
  I am rejecting this response because: I have not received the payoff document. Ill send the payoff document as soon as I receive it. Thank you. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/15/2025

  Type:Billing 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.

  The auto dealer was informed not to run a credit check for financing because I had been approved through my bank for a specific amount of money to purchase a truck. I tried dealing with this dealership but all I got was a hard time from them, so I told them I am going to look at another dealership. I noticed my credit score had dropped and when I looked into it I had 7 inquires on 11-5 2024 I'm guessing every finance company they use. I need these items removed from my credit report and I not sure how to get these items removed. Bottom line is they did this intentionally because I didn't buy from them. Can you help? Please.

  Business Response

  Date: 05/26/2025

  We have looked through our records and we do not show any correspondence with Mr. ******* nor do we show that we have ever pulled his credit. We did notice that one of the attachments showed Autonation which is not our store. If there is something we are missing, please email us at *******************************************************************. 

  Customer Answer

  Date: 05/29/2025

  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 made a mistake on the dealership my apologies.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:01/21/2025

  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.

  Bought a new Hummer Ev and ran it out of eltric so I towed to my house to plug in and charge it back up but it would not charge. So I called roadside assistance which comes with my purchase of new ev. They towed it to the dealership to get it to take a charge. They pulled it out of my driveway while in park possibly ruining my tires. The towing company seemed to know nothing about ***. Once vehicle was at dealership they begin the work on it only after having to have towed again in their yard to the charger. They finally get the Hummer to take a charge and figured it out. I was then told I would have to pay $750 for this service which it states is free based on factory warranty and there is no exclusion for EVs I am more than willing to send copy of the warranty where it states this is covered at no cost including on EVS. I completely understand this is new to everyone however I am not willing for it to be on me when it states that it comes with roadside assistance in warranty no wheee does it exclude EVS.

  Business Response

  Date: 01/25/2025

  We have reached out to upper management with ** and they have declined the repair under warranty. **'s EV vehicles are designed to warn the customer when the battery is getting low and goes into limp mode when there is 20 miles left on the charge. Unfortunately, if an EV is run all the way down, normal avenues to power them back up isn't available. We apologize for the inconvenience and the cost of the repair. We did in good faith discount the cost of the repair by $400 as the retail price was over $1100 to complete. 

  Customer Answer

  Date: 01/27/2025

  Complaint: 22827422
  
  I am rejecting this response because: the owners manual and warranty does not state that there will be a cost with this. There is no difference noted in owners manual wether car is ev or gas. this is why i cant understand the cost when it states roadside even if running out of fuel. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 01/27/2025

  **************** is included with every new vehicle under warranty, but it does not include the repair. If someone were to run out of fuel, roadside would bring fuel to get it running but the customer would have to pay for the gas. Unfortunately, this complaint is about the factory coverage, and we don't set those policies. 

  Customer Answer

  Date: 01/27/2025

  Complaint: 22827422
  
  I am rejecting this response because:SERVICES PROVIDED INCLUDE:

  They are GMC dealer and the roadside assistance even states running out of fuel nothing says cost other than what is stated. The complaint is that this EV was towed in and had to be charged because it ran out of eltric. I have home charger and it would not of even charge when it went low because the battery had to be jump which would also be covered on roadside but was not preformed instead it was towed to dealership. I am charged $750 for something that is covered based on the warranty stating it is with no exclusions of it being EV and Hiley is authorized *** dealer this unit had 3000 miles on it when this happened. 

  Roadside Assistance is included for 5 years/60,000 miles (whichever comes first) on all 2016 or newer GMC passenger cars, light-duty trucks and EVs. Tow coverage for EV models is included for 8 years/100,000 miles, whichever comes first. Please refer to your Certified GMC Dealer or the Owners Manual for the specific warranty on your vehicle.

  
  24-hour, 7-days-a-week toll-free 800 phone assistance
  Towing to the nearest GMC dealer (from a legal roadway)
  Vehicle unlock service (costs for a new key and the labor to create key are not covered)
  Flat-tire change (using vehicles spare)
  Battery jump-start
  Emergency fuel delivery
  Regards,
  
  ***** *******

• Initial Complaint

  Date:12/10/2024

  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.

  I purchased a service contract warranty on 12/29/20 ( Paid with a credit card) $795.00.I tried to put a claim in on 12/06/24 and was told by optimum warranty that someone from the dealership cancelled my warranty the same day of purchased. i was never giving a refund or asked if i wanted to cancel my contract. I only found out it was cancel because I put in a claim. I have called and left voice messages, emails and came to the dealership and no one has reach out to help resolve this issue. I would like the dealership to reinstate my warranty that was cancel so that i can use the warranty that i paid for or give me my money back

  Business Response

  Date: 12/11/2024

  We reached out to Optimus and there was a clerical mistake on there end. We were able to get it corrected and the policy is in force. 

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2024 Buick Envista from Hiley Buick/GMC/Subaru on 09/17/24 and the experience has been nothing but NIGHTMARES, horrible, horrible. When I purchased the vehicle, it had 3 blemishes (chip on front driver-side fender, scratch on rear liftgate, and small crack on rear lower tail light), and only 1 key. We were assured by our salesperson that these issues would be corrected when we bring the vehicle back to pick up our key. We never hear back from the dealership regarding the key so we have to frequently reach out and FINALLY get a key after a month of pestering them, EXCEPT they only programmed the key and didn't cut it. As for the blemishes, we were told they wouldnt be able to repair anything because none of the issues were documented. We wanted these issues documented but we were assured OVER AND OVER by our salesperson that this is a common thing and that Hiley would honor the repairs. When we explained the communication with our salesperson, they informed us he was no longer informed there and therefore couldnt do anything about it. On top of this, we were sold a warranty with our vehicle that we were not interested in. The finance manager rushed us through the paperwork and Ill acknowledge that I shouldve caught this sooner but no worries because it could be canceled (or so we were told). So when we picked up our 2nd key on 10/12/24, we signed the forms to have all extended warranties and GAP coverage cancelled. These were signed and submitted with 3 employes, two in sales and the other in finance (**** ******, **** ******, ***** *******). We were told the cancellation process takes several weeks to process and this was annoying but we were understanding. Fast forward to today, 12/06/24, weeks call to follow up regarding warranty cancellation and were told that nothing was ever submitted on their end. Weve owned the vehicle for 11 weeks, no repairs, no warranty cancellation, no resolutions. Horrible experience start to finish.

  Business Response

  Date: 12/10/2024

  We have reached out to the customer, and they are coming into the dealership on Thursday the 12th. 

  Customer Answer

  Date: 12/11/2024

  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.
  
  ***** & ****** worked to begin repairs on the vehicle as well as having our warranty canceled. Paperwork was sent in again today & backdated to ensure we are refunded the full warranty amount. Awaiting on *** for Tail light, and scratches are being repaired tomorrow. They provided a loaner vehicle while repairs are being completed. As of now, we are currently satisfied with the dealerships response. 
  

  
  Regards,
  
  ***** Macias *******

• Initial Complaint

  Date:11/20/2024

  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.

  RUN AWAY FROM THIS PLACE!!!!! 1000% DO NOT RECOMMEND THIS DEALERSHIP FOR SERVICE!!! They will leave you stranded on the road with a non-working vehicle and they have NO compassion when it does happen. The service department is the absolute worst! They are not trustworthy, and they do not check what they are supposed to check at oil changes. Their negligence caused my transmission to go out early and leave me stranded on the side of the road with my 4 year old child. I called and spoke to ****, service director, in hopes to get some kind of resolution/help with my situation. Unfortunately, **** is a very evil person and refused to take any kind of responsibility for his employees negligence. Ive never dealt with anyone so rude and cold-hearted regarding a situation that put a child in danger. Ive been going to them for my oil changes(on time) for years and thought I could trust them to do their job, unfortunately I found out the hard way that they are negligent and cant be trusted. Ive basically been throwing my money away by them NOT DOING THEIR JOB! I also had an issue a couple of years ago that they missed diagnosed and I had to go to another ** dealership to get it properly diagnosed and fixed. I REPEAT, DO NOT GIVE THIS MORALLY CORRUPT PLACE YOUR BUSINESS AND MONEY, YOU WILL REGRET IT!! THEY DO NOT CARE ABOUT TAKING CARE OF YOU OR YOUR VEHICLE!!

  Business Response

  Date: 11/20/2024

  First off, we are sorry that Mrs. ******* is having issues with her vehicle and happy to assist in trying to get it repaired as soon as possible. Unfortunately, we are backed up with transmission work right now. With Domestic vehicles, you typically rebuild them instead of replacing so it takes a long time to complete a repair. 

  However, I did take the opportunity to go through some recent visits and noticed that Mrs. ******* has declined almost every repair that we have recommended over the past year and a half. I have attached the most recent copies for you to see. 

  This is an unfortunate situation, but the current issues were not caused by the dealership or the lack of recommending repairs that needed to be complete. 

  Please let me know if there is anything we can do to assist.

  Customer Answer

  Date: 11/21/2024

  Complaint: 22579205
  
  I am rejecting this response because:
  
  They have never checked my transmission fluid. I have video proof that they just say no leaks, its in the green without actually checking the fluid. Mine is a stick check that would take a few seconds to check. That is negligent on their part. Had the transmission fluid ACTUALLY been checked from the stick instead of just looking for leaks, I would not be in the situation Im in now. 
  
  Going on their point of me declining most of the recommendations first, most of them have nothing to do with the transmission which is my issue; Second, they send the recommended list via a link and to actually go through and see all the recommendations you have to choose to either accept or decline each one individually to see the next one. I have text proof that I ask to speak to an advisor to get a better understanding of what is being recommended and which recommendations are most important. Ive also asked which items can be done and every time Im told by the advisor that Ill have to come back for any additional services because they dont have time to them at that time so the advisors are literally the ones advising me to decline the services in those moments. 
  
  There is no way my transmission fluid was in the green at my last oil change which is what was marked even though it was NOT checked. They are falsely claiming to check things when they are not doing it. Thats probably why they are so backed up on transmission repairs because they are not checking them properly when customers bring them in so Im sure they are causing more customers to have transmission issues by their negligence of service to their customers vehicles. They need to be investigated for poorly servicing vehicles. It says a lot about their integrity by trying to put this all on the customer when they are the so-called professionals that us customers rely on and trust to take care of our vehicle when we bring it to them. I feel extremely betrayed because I pay the extra money to take it to a dealership trusting they will do a better job and properly check all the things on their multi-point checklist. I know humans make mistakes, and for them to not even acknowledge that there could possibly have been a mistake on their part says so much about the morals and integrity of this place. Since my transmission has gone out, I have reached out to other service professionals to get unbiased opinions and they all have said that most likely my transmission fluid has been bad for awhile, but it was just never checked by Hiley Buick GMC for me to even know and that is what all of this actually boils down toTHEY HAVE NEVER CHECKED THE TRANSMISSION FLUID IN MY VEHICLE!!!!!!
  
  I have attached some text messages of me asking to speak to an advisor, which the recommendations were declined after talking with the advisors. I also attached a text message from them sending me the wrong video that is not me nor my vehicle, so this is proof that they do make mistakes even though they dont want to admit it. Im a very honest person, actually honest to a fault, so dishonesty is something that I dont tolerate or handle well. I have no reason to lie or make anything up, Im just someone who has been trying my best to take care of my vehicle and take it to people that I thought I could trust which left me stranded on the side of the highway with my 4 year old daughter in the car. I have put less than ****** miles on it in over 4 years of owning it. Most of my mileage comes from driving 1.5 miles back and forth to my kids school and other local errands like Dr ************ and grocery stores. Im not driving my vehicle to the ground. 
  
  Regards,
  
  ****** *******
  
  

• Initial Complaint

  Date:10/21/2024

  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.

  I brought my truck to Hiley **************** for check engine light issues & other associated symptoms on 09/06/24. They initially diagnosed it as sparks *************** coils needing replacement. I told them my truck only had 47k miles on it & the manufacturer recommends replacing spark plugs at 97k miles, so that didnt make sense to me! They also recommended a complete fuel system service & other services because they insisted my trucks issues were due to wear & tear. 1 week later, they finished the repairs, test drove my truck, & told me the truck was still having the same problems it initially presented. They told me the check engine light issue & associated symptoms were actually due to lifter failure, which was under manufacturer warranty! When I finally picked up my truck on 10/01/24, I was charged for the sparks plugs, ignition coils, & complete fuel system service, which I told them I should not pay because they misdiagnosed the problem the first time & that it was all actually due to a warranty issue. They still made me pay for everything minus the warranty. A few hours after taking my truck home, I noticed it was making engine ticking noise & smoke coming out the back. Frustrated with Hiley **** service ***** I called GMC headquarter & complained about my negative experience at Hiley GMC. *** headquarter authorized to tow my truck to ******* GMC instead; it was dangerous to drive my truck with the engine noise & smoke coming out. ******* GMC told me Hiley GMC had actually overfilled my truck with oil, so they had to fix THAT issue! I am beyond disappointed with Hiley GMC, from the misdiagnosis, to the poor quality, to me being incorrectly charged. Additionally, for more than 3 weeks I was not provided a loaner vehicle, so I spent money paying for a rental. *** headquarter advised me that Hiley GMC should be responsible for refunding me the original service bill AND compensate me for the bill from ******* GMC, since ******* had to fix Hileys mistake.

  Business Response

  Date: 10/22/2024

  I have had the opportunity to look through all the information from the technicians and the repair order and agree that we missed the diagnosis on this repair. I have instructed our service manager to refund the customer. 

• Initial Complaint

  Date:08/27/2024

  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 June 28, 2024 I went in person (I worked with *****) to Hiley Subaru and cancelled a wheel and tire protection warranty through *********************** ******* informed me the warranty was cancelled on July 3, 2024 and that Hiley was issued the refund but it was on them to send it to my lender. It is now August 28, 2024, which is 1 day short of TWO months after I cancelled the warranty that my lender has NOT received a refund check. I have attempted on numerous occasions to contact someone who could help me at Hiley Subaru but it appears there is no one who cares and no one knows anything about anything.

  Business Response

  Date: 08/27/2024

  We have been in contact with ************ since this notice was received. We did turn in the cancelation paperwork on June 28th. After we submit for cancelation, Optimus refunds the store on the next month's statement. We received payment late July and sent a check to the lien holder on August 8th. ***** has the funds and should post it to **************** account asap. 

  Customer Answer

  Date: 08/27/2024

  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, pending completion of the funds being applied. I believe in good faith that the funds were sent on the date specified by the dealership and that said funds will be applied by the lender to my account. Since there is now a point of contact I am able to communicate with moving forward, I will follow up after additional ample time has passed in the event the lender has an issue with the payment received.
  
  Regards and thanks,
  
  *******

• Initial Complaint

  Date:08/01/2024

  Type:Order 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.

  -Purchase of Subaru Crosstrek on May 18th 2024 - Total cost $28,138 tax/title included. -Agreed to finance $22,586.15 without any addition warranties. -Put $6,000 down on car I received my finance payment from ********** two weeks later showing a ********* amount. Which is ******** more than what I ever agreed to pay. The finance clerk sent the paperwork to me through the mail which I received after seeing my pay off amount. It shows that he slipped in a 10 year warranty plan I specifically stated I did not want. May 23, 2024 I was contacted by ******* in the ****************** who left a message on my voicemail apologizing for the miscommunication and this would be taken care of no cost. I have the voice inscription and visual written message saved. - I have 12 emails spanning from May 23 to July 31 between the finance department and I claiming this warranty had been cancelled and yet no reimbursement to be seen. - I need assistance to receive these no what are to be considered stolen funds.

  Business Response

  Date: 08/13/2024

  According to our records ***************************** purchased a new Subaru on 5/18/2024. We sold a service agreement for $2445.05, and the customer called in the next week stating that she had declined this coverage. We sent put a cancelation form to be filled out and signed. The cancellation form was incomplete so it could not be cancelled at that time. We did receive a completed cancellation form on 7/10/2024. As of today, the status shows cancelled in the system, and we are awaiting a check from Optimus to send to the lienholder. Fortunately, the cancelation was still within the allotted time to get 100% refund. As soon as we receive the funds it will be sent and credited to ********************************* loan. 

  Customer Answer

  Date: 08/13/2024

  Complaint: 22075567
  
  I am rejecting this response because:
  First, its false that they said that I agreed to this warranty from the start when in fact ******* added the warranty without my knowledge. The form that I finished and completed and sent was not notified to me that it was complete or that it looked wrong. ******* stated that the form was actually in a small format. So instead of getting in touch with me to let me know that something was wrong or incorrect. I was the one that still had to call to verify what was going on with the document. I do not appreciate how this company is still turning this whole situation around on me like I did something incorrect, which just goes to show the incompetence of  this financial department. The level of disrespect and not even an apology but  blame is ridiculous. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently took my vehicle to ****** Buick, on March 16 2024, for a service that was supposed to address a specific issue through a service bulletin. Unfortunately, my experience with them fell far below the professional standard one would expect from a reputable dealership. The staff, ****, never gave me his full attention when I was explaining the details of my concerns with him. He was shuffling paperwork around and walking around, ya ya yaing me. Once he gave me his full attention he practically threatened me that if the the issue was anything other than SB 18-NA-383 then I would charged a few hundred dollars for a troubleshooting fee. Not only was the service bulletin issue improperly handled, but it also seemed to exacerbate the problem rather than resolve it. When I approached Hiley on April 4 2024 with my concerns, it was my hope that Hiley would communicate with me and offer me a loaner vehicle during the repair process (this is all because Hileys mechanic improperly executed the Service Bulletin repair). Neither of which ever occurred! This lack of professionalism and customer care is concerning, especially when dealing with vehicle maintenance and safety issues that service bulletins are meant to address. I trusted Hiley with my vehicle, expecting a certain level of expertise and customer service that was unfortunately not met. After purchasing three different vehicles from Hiley and having them perform all preventative maintenance on said vehicles, I will never spend another dollar with this company! ***********************, I know we talked in the past and you convinced me that this would never happen again It appears that this was not the case and now, aside from the poor customer service, the maintenance wasnt even performed properly. I literally had to go up to the dealership on April 6th to find out whether or not my vehicle would be ready for me to have back by Monday, April 8th or if i had to make other arrangements for transportation to get to work.

  Business Response

  Date: 04/11/2024

  We are working with the client and the glass company to get their issue resolved. 

  Customer Answer

  Date: 04/11/2024

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