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:04/07/2025

  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.

  I took my vehicle to Haley Toyota in November, 2024 to have them check a squeaking noise. I was told it was my brakes and rotors. **** ******** informed me that since I had used after market brakes the noise was coming from those parts. They were new brakes that were just installed so I didn't feel I could afford the replacement at that time. Nor was I certain this was the actual cause. I was tired of hearing the noise, so in March I made an appt. to have the brakes and rotors replaced with Toyota parts. When I brought the vehicle in, I confirmed with **** ******** that this repair would take care of the squeaking noise. **** assured me it would. When I returned to pick it up, my first question to **** was, is the noise gone? She assured me all the squeaks and noise were gone. As soon as I pulled out of the lot the squeak was there. I returned and asked for my refund since I literally paid for work and parts I didn't need. After two technicians checked it, they told me that was normal that hybrid cars make that sound??? I demanded a refund since again, I paid for a service that wasn't needed or fixed my problem. After a head discussion with **** ****** he refunded me $800. At the time, I had been there over two hours and needed to get back to work. During the conversation **** told me my car was unsafe to drive with after market parts. If aftermarket parts are unsafe to use, how does ******* **** and other stores sell these items. I asked **** how much the parts cost, he said he had no idea. I find it very hard to believe a service manager doesn't know how much his parts cost. I asked him to either give me a full refund or put my old but good brakes back on. I feel I was totally taken for a fool with the charges for work that wasn't needed, and the statements **** made. I want my full refund, not partial because they made the mistake. **** asked me where I bought the car, had I ever drove a hybrid before. What did this have to do with anything?

  

  Business Response

  Date: 04/11/2025

  The customer has a complaint with noise. Our technician who is a certified trained Toyota tech who has been with us for over 20 years test drove and heard a brake noise. He looked at the rakes and found that the brakes  had been replaced with aftermarket brakes and when it was done the shims had not been reinstalled. He recommended that we replace the factory components brakes rotors and shims kits. The shims and the lubricating process are there for even where, cushioning and to prevent brake noise. We did the job and returned to customer. The customer then complained that the noise was still there. The noise that she was stating is the normal Hybrid noise that she was unfamiliar with due to she had just purchased the vehicle used and had never owned a hybrid before. Out technician is def aware and knows what noise the hybrid makes and only addressed the brakes. The hybrid noise cannot be changed as that is part of the hybrid system. The customer became upset and was brought t me. I did not say the aftermarket parts were not safe but that they are made to different standards and that the shims were missing and therefore the brake job was not complete. When we would not refund the total price she asked us to put the old parts back on. We will not due that due to the sub nature of the repair that way. We only due it right as recommended by manufacture. I offered and returned 800.00 to the customer as a goodwill credit to help her understand and trust knowing that the vehicle now has the right parts and installed correctly. The total ticket was 1215.42. Out of that the parts equaled 664.93 plus tax of 35.24 totaling 700.17 just in parts.  We feel we was more than fair with the offer and credit. She has the new and correct parts on her vehicle for actually 284.75 less than the parts price alone. We do not feel like we owe customer any other money at this time and that we was more than fair. 

  Customer Answer

  Date: 04/14/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The noise that I took my vehicle in for was the same noise that **** ******** assured me three times would be resolved by replacing my brakes and rotors. There was no other squeak or noise from my brakes. After Haley's initial quote, I had my car inspected, and there was no issues or supposed squeak from my brakes. Mr. ******* repeatedly emphasized that my car was now safe to drive. However, my car was safe to drive before I took it in for the supposed fix. While I do have new brakes and rotors, I ended up paying for parts and services I didn't need. I feel taken advantage of, as the replacement did not resolve the issue. Maybe the service advisor or technician should have inquired what noise I was referring to, instead of fixing something that wasn't broken and then saying Oh that wasn't the squeak or noise we heard. 
  Regards,
  
  ********* ******

• Initial Complaint

  Date:10/21/2024

  Type:Product 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 brand new 2024 Toyota Camry XSE from Haley Toyota in Roanoke, Va. I noticed a piece of silver trim on front left bumper has a gap in. I notified the dealership and took it in for inspection at their body shop and the tech took and dropped lower splash shield cover on front bumper to inspect to see if a clip may have came loose. The tech said they were all Intact and it may have not been molded correctly. I then proceeded to take it to the service dept. I met ***** and she said they would file a claim with Toyota to get it fixed under factory warranty. She notified me several days later saying Toyota denied the claim saying it is within spec. The gap is too big to be within spec. The car has been driven less than 100 miles since I took possession of it. All I am asking for is the piece of trim to be fixed or a price adjustment where I can get it fixed. I have spoke to **** ****** regarding this and told him to have ***** ***** call me and he has not returned my call. I also emailed Mr. *****.

  

  Business Response

  Date: 10/28/2024

  I spoke with the customer and explained that Toyota stated the spacing is within specs and not to try to change or alter as is could worsen. I spoke with Mr. **** and he is going to bring the vehicle to me so i can look at the gap closer to see if we can better. He is fine with that and is going to call me when he is bringing the vehicle. 

  Customer Answer

  Date: 10/31/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:03/30/2024

  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.

  Worst experience with a body shop I’ve ever had. 5 months of time to still be left with paint correction I’ll have to pay for out of pocket because I refuse to let them put their hands on my truck again. First trip in was 4 months of being told they were waiting on a windshield. Finally was called to pick up and there was more damage to the paint of the truck on the passenger side that wasn’t there originally, damage on the driver side they still hadn’t corrected, bad installation of parts, overspray on all windows and seals, left out snaps to hold seals in place and to top it off hadn’t even installed the windshield but definitely had already included in the bill. Fast forward another month and it’s finally ready again after they repaired all of the issues they caused. Now the badges are falling off and still hadn’t removed the overspray from windows or seals. Badges were ordered and a week later replaced now I’m left with paint swirls covering almost the entirety of the passenger side that I had not seen when I picked it up and paint swirls around every badge they replaced. Seal on passenger door was reinstalled poorly and leaked until I fixed it myself. Now after correcting the overspray on windows myself I’m still left with overspray on bed liner, over spray on almost all door seals, and a ton of paint swirls to pay to fix out of pocket.
  
  I would like to have these issues addressed by another provider. I refuse to bring it back to Haley.

  

  Business Response

  Date: 04/02/2024

  We understand and apologize for the inconvienence and time for this repair. During this time we had some major staffing change and some of the steps fell thru. We did always provide a loaner vehicle and we actually fixed some items that was not on the estimate and repaired some issues that was caused in our care. We try to address all issues and take care of with all of our customers. On final inspection my manager thought Mr ***** was happy and he also stated that he would get the overspray off himself. We also replace all emblems as we did not want to trust re-taping. We do not make it a norm to pay others to address concerns caused by or that can be corrected by us. If the customer would like to have his detailer look at the vehicle and clean and polish the swirls we will be glad to take care of that for the customer with preset limits. We also have a third party vendor we use also. That preset limit would be 450.00 and no more. The customer would need to present the invoice to us for reimbursement or we could pay the person with credit card and an invoice. If he would like to use our third party he would just need to reach out to me "**** ******" for me to arrange. We are doing this as we want Mr ***** happy with us and final outcome. 

  Customer Answer

  Date: 04/07/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.In response, I did agree to get the overspray off my windows because I wasn’t going to wait again when it was already suppose to be taken care of. I was told it wouldn’t leave until **** was satisfied but after several unanswered emails and voicemails to discuss my concerns and follow up I decided this was the best route of getting this addressed. As far as the swirls that went unnoticed, the passenger side of the truck was in the shade when I picked it up and I was more worried about getting the untouched overspray taken care of, I didn’t notice the swirls until after the fact. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:02/23/2024

  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.

  We took our 2018 Toyota RAV-4 to Toyota to Haley Toyota of Roanoke to have collision repair done. It has been in their shop for more than 6 weeks and now they are telling me it could take two to four months to complete the repair. My insurance company (***********) paid for my rental car up till the end of January, 2024. As of February 1st, I am being forced to pay about $29/day, out of pocket, for a rental. This is my only car and I need it. I am seeking to have my car properly repaired and delivered back to me. Please see the following:
  White 2018 Toyota RAV-4 registered in Virginia with the following *********************
  Drop off date at the Haley Toyota of Roanoke bodyshop: January 8th, 2024
  First estimate: $3332.47
  Updated the estimate on: January 17th, 2024
  Second estimate: $5172.01
  
  Amount paid by insurance for rental according to policy till Jan 30th: $600
  Daily rental amount since Jan 31th - present(Feb 22): ~$29
  Total for out of pocket: ~$667 so far and counting
  
  Called the bodyshop on Feb 5th, 2024 to get an update. Haley Toyota told me that all the supplies had been arrived the week before (probably Jan 29th) and told me that the car should be ready by Feb 16th.
  
  Called back on Feb 16th. Haley Toyota told me that there is no way the car will be ready soon and it might take 2-4 months.
  
  The manager said: “We have over 90 cars to repair and will go by the order we received the car. We only have two spots to check the frame of the car and limited number of staff”. This means that they overbook only to get the most amount of money. They also told me that they didn’t know they would need to balance the frame of the car before getting the second estimate which does not make sense since it was completely visible that the car is unbalanced and this could be easily detected even without opening it up. Haley Toyota failed to inform us of this policy until the phone call and they failed to tell us how many cars were ahead of us.

  

  Business Response

  Date: 03/02/2024

  We called customer and explained time line and that the vehicle had to go on the frame table and that there was 11 vehicles in front of thiers. We also explained that the was a large supplement. We put the customer in a rental at our expense. 

• Initial Complaint

  Date:01/05/2024

  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 purchased this vehicle from Haley Toyota in August 2022. About 4 months later, the Stability control failed. I called and was told based on my details that the warranty would not pertain. I ended up spending over $2000 out of pocket to try and fix, but was told it could not be all the way fixed (whatever that means) Now, Christmas Day 2023, my car broke down. It was towed to Haley. Now, in my loan from Haley, I was explained and lead to believe I purchased an extended bumper to bumper warranty. ******* with Haley text to tell me just today that the alternator is bad, belt and pulley are shredded and none if it is covered.
  
  Alternator Replacement: Pulley has failed causing belt to shred
  The alternator is an electrical-generating device with a belt-driven pulley, which is turned or driven by the engine. Once the engine is started, the alternator supplies the electrical energy the vehicle needs.
  
  Needs immediate attention
  Related requested service
  [Primary]: DIA5 - DIAGNOSTIC
  $182.38
  Drive Belt: Shredded
  The crankshaft drives the flat, multi-ribbed serpentine belt to power engine accessories such as the alternator, air conditioning compressor, power steering pump, and sometimes the water pump. The serpentine belt is a modern, more efficient replacement for the earlier "V" belt design. The name serpentine describes the path of the flexible belt; it goes over and around multiple pulleys. This belt has its own tensioner and requires regular inspection and maintenance
  
  Add Service
  Not today
  Needs immediate attention
  Related requested service
  [Primary]: DIA5 - DIAGNOSTIC
  $336.56
  Belt Tensioner: Pulley is damaged from belt shredding
  Belt tensioners reduce belt slack and transmit drive torque uniformly. They also reduce noise and vibration; decrease pulley and belt wear; and increase the life of drive components.

  

  Business Response

  Date: 01/09/2024

  We did diagnose customers complaint and it is the alternator. We called the extended warranty company and it was denied. The extended warranty is powertrain only that would be engine and transmission coverage not for the alternator. We then informed the customer of our finding at which time the customer became very upset and insulted the advisor our company and used profane language in the text. The manager instructed advisor to let the customer know that we would not part take in this behavior or the profane unprofessional manners. We explained that we would not do anything else to the vehicle without their permission. This is the first time the customer has brought back to dealer since the purchase well over a year ago. This vehicle does not fall under any lemon law statute and just needs to be repaired for a part that has simply wore out due to age and mileage. We are willing to do the repair for the customer at their expense and with their authorization. We always try to help our customers the best we can with repairs and diagnostics but also strive on being friendly and professional. As a one time goodwill we will wave the diagnostic fee for the customer but they will owe for the total repair of parts and labor. 

• Initial Complaint

  Date:11/20/2023

  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.

  Booked an Appointment with Haley service Department for 11/17/2023.
  At 7 am dropped my car off as usual waited all day got a call at close to closing time stating my car did not get worked on at all. Why not? I had an appointment matter of fact one of the earliest appointments available and an appointment is an appointment simple and plain, and it should be honored. I was told by one of the workers well you booked it this am so what the time slot was open so I chose that time mind you I had an appointment to get tires the same day later on that day waited all day with no response from Haley until close to closing time unacceptable missed my tire servicing appointment they didn’t apologize or anything she brushed me off very nonchalantly when I expressed my frustration and I Was told my car should be finished by 1pm Saturday .
  
  Saturday comes and the technician stated that that they needed to run extra diagnostics I opted for that service and it was done on Saturday later got a call I was informed that the only problem they saw after the diagnostics was related to air fuel pump told what was needed to be done so we went from there got a phone call later that day stating that my car wasn’t finish again after being told it will be done by 1 pm Saturday they were not able to get it finished again and that it won’t be ready till Monday and was stated they don’t usually do this type of work on the weekend why didn’t it get done yesterday on 11/17/2023 and why was I told it would be I booked on Friday to many excuses and misinformation . Now Mondays come and now we have new problems but on on Saturday when the diagnostics were ran this particular new arising issue was not mentioned so what changed from Saturday to Monday if diagnostics were ran on Saturday then why wasn’t this mentioned then on 11/18/2023 I always took my CAR to Haley but this whole experience has me not ever wanting to take my car to Haley Toyota Of Roanoke rude customer service and lack of communication and misinformation why wasn’t this new information relayed on Saturday .when the first diagnostics test were done because all codes will show not some codes one day and new codes 2 days later

  

  Business Response

  Date: 11/20/2023

  After review of complaint and speaking with those involved Mgr **** had ****** call customer and apologize and offer dlr to pay labor for one of the repairs. About a 500.00 discount. Cust accepted and his vehicle will be ready Tuesday the 21st. 

• Initial Complaint

  Date:11/10/2023

  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.

  Haley Toyota of Roanoke Virginia has had my car since Oct 23 , 2023 to repair damages to my car . I ask for OEM parts be used and they put on aftermarket parts and repainted and the color does not match my car also the fender and other parts are not lined up with the car with gap and loose parts also I have a new scuff on the hood and a spot on other fender and they claimed they washed it to show paint color match instead the car has after paint over parts of the car and the parts pop in and out as if just barely put in . In my opinion. My car is still there and I been in a rental waiting and my time is running out on my rental. they have in my opinion caused me undue stress and anxiety over this whole process. I can’t even sleep and having migraines from all of this .

  

  Business Response

  Date: 11/17/2023

  We spole with the customer and thier insurance. They have approved the factory parts for the repair. We have also offered a rental at our expanse when we restart the repair. The parts was ordered but the tech is on vacation this week. The vehicle is safe to drive and her insurance is who priced the aftermarket. Now we basically have to redo the whole job, which we have agreed to. 

• Initial Complaint

  Date:10/14/2023

  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.

  I had scheduled for a leaf Spring recall for Friday.
  I was told that the part would not arrive by the time my appointment came up so I had to take another day off from work after rescheduling for next Friday. I had explained to the dealership that my truck had a lift kit on it, which consists of 2 extra leaf Springs. The woman on the phone said it wouldn't be a problem.
  I asked that when they replace the leaf Springs if they could put spacers I have. She had told me that would be fine that it would take about a half a day. I get to the dealership and told the woman at the desk that I was here and she told me to pull the truck around. After doing so I told the black gentleman about the lift kit and even showed him. He asked if I signed the paperwork which I replied yes. He said "You're fine then". I got a message on my phone saying they have my truck that if I had any questions to ask. 6 hrs later I message them asking the ETA. I got no reply. So I walked in the with my step dad and asked what was going on? The guy (***** ****) that was handling my truck said they couldn't work on it because it had two extra leaf springs. I told him "first off I informed 3 people about the lift kit and they told me it wasn't an issue. Secondly 6 hrs to tell me you won't work on my truck? " He just replied sign this as he placed a piece of paper on the desk and said "and this is your copy." So now I'm stuck with a unsafe truck because they refused to honor their statements.

  Customer Answer

  Date: 10/17/2023

  I just want to work they promised they would due.

  

  Business Response

  Date: 10/17/2023

  Customer was explained we couldn't dot the recall because the truck doesn't have the factory springs. The truck has been lifted and the springs have been replaced with aftermarket springs and helper springs also. We can't replace under warranty because we don't have the factory springs to return. The customer also noted that he wanted us to add lift blocks with the new springs which in turn he knows that the factory springs would not give him the lift that he has now. This truck also has a salvage title. The appointment taker would not have known this situation until the customer brought truck in for our technician to inspect the springs. We apologize for the time involved but, We cannot do the repair under warranty. Our service advisors in the lane wouldn't have been able to tell either as they are not technicians. Maybe the customer wasn't aware himself that the whole leaf packs are aftermarket and added helper springs. Dealer can't do the repair and we do not reimburse for time off and or travel.

• Initial Complaint

  Date:09/21/2023

  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.

  My Truck was toed to Haley Toyota of Roanoke on the following week after the Accident on April 28.2023.While on Haley Toyota's lot.A investigation of damages took place with my Insurance Company ***** **** they came up with about $16,000 worth of damages. It took ***** **** about two weeks to show up to Hayley Toyota. Supposedly they went over the truck with one of their inspectors.My insurance company stated to the collisions department if they could remove some of the bent metal so they can investigate it more and to not order any parts until this was done. It took hayley toyota's collision department over a one month period to perform that task.The Collisions Department stated about $3000 more to repair the truck. When I talked to Management in the collisions they stated to me that they would discuss the damages and integrity of the vehicle to my Insurance Company, and also stating that they would not want the vehicle back if it was their own vehicle because of the severities of the damages. I took their word on that. So for all that being said I felt forced into signing a Haley Toyota collision center check-in document on July 6,2023 . But then I reached out to the *** to find out why ***** **** was going to go along with fixing the vehicle. This is what the *** told me word for word.***** **** contends that the last repair estimate totaled $21,012.50 which is less that 50% of the value of your vehicle.Additionally, the company contacted your body shop on July 5, 2023, and confirmed the vehicle does not have structural damage and the shop does not anticipate any large supplements.For these reasons, the company believes your vehicle is repairable.So go along with this knowing my trucks Integrity has been compromised.So a month passed and its August.The management reached out to me.Telling me that they had a backordered part I asked if I could get the hood needed and that is all they needed would they start on it .The manager said Yes, I Repeated myself a couple more times and the answer was still yes. So they new I was getting the hood and how long it would take to get it to them. I brought it to them on Aug22,2023. I waited about three weeks and went back to the Collisions department and My Truck was still in the same spot...Management stated I have to wait my turn there are 15 vehicles ahead of you. I stated to them do have to go to Court over this. They said go ahead in do that. So the question is how am I to feel being that guy to them and
  I'm getting my vehicle fixed by them ?

  

  Business Response

  Date: 09/21/2023

  The collision process can be long and frustrating. It is even worse now in the last 3 years due to insurance companies doing away with field adjusters, multiple supplements, and parts shortages. With that being said we are sorry for the extra time and frustration. We have all the parts needed but had to free up our frame machine to start the repair process. we are a busy shop and once one is started you can't just stop. During the estimate process, parts ordering and receiving permission to do the repair we had to start on other vehicles and just can't stop and start on this one. I have spoken with the technician, and the body manager and the truck will be in process of repair the week of 9-25-23. At that time I will stay in direct contact with the technician to insure that the truck moves thru the repair and painting process as smoothly and as quickly as possible. 

  Customer Answer

  Date: 09/21/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   My questions weren't answered in the complaint section. And I feel because I have gone forward to this. They want to jump to go forward. I don't know if I can trust this business.
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 10/03/2023

  I spoke with Mr ****** myself. His vehicle is in the shop and being worked on. If something has been taken off that wasn't necc or missing it will be returned to customer in the correct and repaired fashion...

• Initial Complaint

  Date:08/17/2023

  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.

  As of July 10, 2023 I drop off my car at Haley Toyota body shop to get my front bumper fix. My vehicle literally in the shop for two week and when I come pick up my car from the body shop my front bumper isn’t fixed properly. The front bumper wasn’t secure in place, both of the headlights misalignment from the groove of the housing, my hood bumper missing a guardrail and on top of that I find a ranch on the inside of the bumper while crawling under the car. I have expressed my concerns and disappointment to the body service member and they reassured me that it will be fix and they will place an order for the necessary parts to be replace ; however, it been three weeks nothing have been done. My husband contacted them continuously but nothing avail. I need help to get this issue fix.

  

  Business Response

  Date: 08/18/2023

  The body shop was backed up when their vehicle was in the shop, as it is most of the time due to parts and insurance issues. The mgr did review with customer that day and noticed that the seal between hood and lights is missing. The body shop ordered the part but failed to call and reschedule customer. I called and left a message today 8-18-23 for the customer to bring vehicle back on Thursday 8-24-23 for the part to be installed and final inspection. I also had asst body shop mgr email customer *** confirm my message.. We are sorry for the inconvienance, and will take car of them on Thursday.