ComplaintsforHall Imports LLC

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2012 VW in for repairs in ****** *** change and filters. Before the end of the month my filter was shot. I took my car to a different authorized repair. Massive costs and issues but the problems were resolved until November. Once again I had filter issues so I brought my car to Hall. They told me the car was broke beyond fixing. They gave me $500 trade value. At this point I'm down about $5000 to volkswagen with filter issues. My wife has a 2018 jetta. After selling my previous car I brought the 2018 in to make sure it would last. It needed new brakes and oil change. They diagnosed multiple issues. All of which I paid for, $1800. Within days my check engine light came on and they won't take responsibility for shoddy work. Everything I've been there this year it has cost a thousand and immediately after a new problem arises. They are sabotaging my vehicles.

  Business response

  12/12/2023

  Hello *****- I am sorry that you have had a bad experience with our store.  As explained yesterday while you were in the store, we are more than happy to diagnose your vehicle free of charge and if the fault causing the check engine light to appear is related to the work performed last week, we will gladly repair the car free of charge.  It is very possible this is the case, however, it is also possible that the check engine light came on for a completely unrelated reason and I cannot reasonably guarantee that there is not something different wrong with the car and I absolutely cannot guarantee that you will have 6 months without a light coming on.  There are thousands of different reasons that a check engine light can illuminate and even brand new cars sometimes have lights come on, let alone a 140K mile car.  If you would like to bring the car in and have us take a look, please contact us to make arrangements.  

  Thank you-

  ***********************

  Customer response

  12/12/2023

  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, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

  Customer response

  12/13/2023

  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, details of the offer I reviewed appear below.
  
  I am not satisfied with this response.  I feel like any problem with the engine is directly related to the service you provided. If it is not related to a service, you preformed than it was a missed diagnostic from your technicians.  I feel like your team has been consistent in not diagnosing problems.  Leading me to spend money on repairs that dont fix the car.  That has me coming back multiple times with massive personal expenses.  If my 2012 had been properly diagnosed in February I would have saved thousands in repair bills.  Those thousands could have been put into the vehicle I purchased.  That would have saved thousands on the life of my new loan. So when I brought in my 2018 and your technicians said everything that was wrong with the vehicle.  I had it repaired.  If I bring my car back to Hall,Im sure you will miraculously find several thousands in repairs that you were not aware of a week ago.  I feel this is intentional and deliberate.  Volkswagen needs to stand by their work.  I cannot take you at your word.  I need you to stand by your work and fix my car correctly. At your expense because I have paid enough this year.
  
  Regards,
  
  *****************************

  Business response

  12/13/2023

  if we are not given the opportunity to look at the vehicle there is not anything that either of us can do.  The first step in this process is a diagnosis of the car, we need to accomplish this before we can get to any sort of solution.

  Customer response

  12/13/2023

  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, details of the offer I reviewed appear below.
  I can bring the car in Friday and go another weekend without a vehicle.  I needed to make this absolutely clear.  I 100% believe ******* is responsible for what is wrong with my car.  I 100% believe you are going to find something new wrong with my car.  I 100% ************ Volkswagen is intentionally misleading and negligent in the service I have been provided this year.  I will not spend a dollar at Hall again.  I will give you the opportunity to make this right.
  
  Regards,
  
  *****************************

  Business response

  12/14/2023

  Thank you *****- would it be possible for us to look at the car monday the 18th or tuesday the 19th?

  Also, we are still waiting for the title on the traded-in 2012 Jetta.  Have you located or acquired a replacement title?

   

  Customer response

  12/15/2023

  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, details of the offer I reviewed appear below.
  
  I stopped looking for the title of the 2012 after my check engine light came on in the 2018.  The 2018 has been dropped off already. I had the error codes diagnosed by a third party.  I am absolutely convinced it was caused by your team in an effort to create more business.  Keep the car as long as you need because quite frankly it will be illegal to drive at the end of the month.
  
  Regards,
  
  *****************************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 31, 2021 my was in an accident and ***** still has no parts to repair my car. I have been making payments on car since this time while waiting for ***** deliver parts. Currently as of July 14th, there are no ETAs on when the final three parts to repair my car will be delivered. The parts in question are a hood, a radiator, and both fenders. I have contacted ***** Customer Support over 20 times and told they will follow up with ********** and the Auto Body shop that currently has my car and follow up with me. Never once have they called me back with an update. I am out of options and looking for some help to get my car back, or find a way to get out of my lease before the end of the lease is ** in April 2023.

  Business response

  07/18/2022

  *****- what body shop is your car being repaired at?  thank you-***********************

  Customer response

  07/19/2022

  My car is at ********************** in ********.
  Regards,
  
  *************************
  

  Business response

  07/20/2022

  we are currently down to one part on backorder which is the hood.  this part is one of 11 hoods we have on backorder from ***** with no eta.  We are **************** the parts that we have however the body shop has directed us to hold all remaining parts until they are all in.  I'm sorry that this has taken so long but we are at the mercy of the supply chain at this point.

  Customer response

  07/21/2022

  ***** customer care informed me that my parts were delivered in May, and given to someone else. When ***** customer care tried to reorder expedited parts for a second time a representative from Hall ***** told ***** customer care that I was 8th in line for these parts and that they will continue to pass my parts along to the 7 other people who were ahead of me. ***** customer care emailed me the details of this issue. I'm extremely disappointed to find out my parts have been installed on someone else's vehicle 3 months ago while I have incurred over **** dollars in rentals during the time I should already have my vehicle back. [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. 
  
  Regards,
  
  *************************
  

  Business response

  07/25/2022

  While it is true we received a part matching your request, there was no identification from ***** that it was earmarked for you.  We have several of these parts on long term back order and we filled the oldest order.  The car in question was not purchased here, never serviced here and we had no record of the *** in our system. All I can promise from this point forward is that the next part will be sent to fill your order.

  Customer response

  07/26/2022

  ******************* informed me that you knowingly have been intaking my parts that DO include VIN numbers and giving them away to other vehicle owners. They also informed me that your location plans to continue to keep giving my parts away until I am next in line. I have lost all hope that you will do the right thing and prioritize my parts. These parts have been expedited and are being billed to my insurance company. This has led to extra cost and additional time in the repair for my car. My updated request is to please cover all of my costs I have incurred from car rentals and all monthly payments I've paid while I have been without my vehicle. Get me out of my lease with NO deduction of valuation so I can please move on from horrible experience you and your company has put me through.This is a very fair request I'm asking for. I have researched legal counsel to assist me in this matter if my request is denied. Please make this right, finally, after 9 months. 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, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Business response

  07/27/2022

  The part in question will be delivered on 7/28/22

  Customer response

  07/29/2022

  Thank you for getting my parts expedited. When can they be expected to be delivered to Premier? Also as a show of good faith, would you be able to help me with a loaner? I will no longer be able to rent another vehicle due to costs that I've incurred during this delay. I have to return my rental by the end of this week and won't have transportation to and from work next week. [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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Two years ago I purchased two cars from Hall. *********************** was the salesman. Ever since, **** has spammed my email, phone, and home address with solicitations. For the last 18 months I have repeatedly asked in writing, by voicemail, and in a personal conversation with the general manager to stop sending me solicitations. **** never acknowledged or responded but the manager said he had removed me from their contact lists. It was a lie. Today I received the latest two flyers by mail. Because they refuse to respect my privacy I am reaching out to the BBB for help. Specifically I want to never be contacted by Hall again.

  Business response

  04/21/2022

  As of March 4th your address and phone number were taken out of our system used for tracking contacts.  Are you still receiving calls/text/emails?

  Customer response

  04/21/2022

  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, details of the offer I reviewed appear below.
  
  I received two more fliers on Tues 4/19.
  
  Regards,
  
  ***********************

  Business response

  04/21/2022

  I am truly sorry that this is happening.  In an effort to eliminate these communications, could you describe these flyers or email a copy to me at **************************?  There are some that come directly from the manufacturer with our name on them and others that come from us.  I believe we have stopped the communications from us but need to know if there is a breakdown in our process.  I apologize again-***********************

  Customer response

  04/22/2022

  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, details of the offer I reviewed appear below.
  
  I received two more flyers on Tuesday April 19th.
  
  Regards,
  
  ***********************

• Initial Complaint

  12/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I previously filed a complaint against Hall Imports back in May, 2020. In short, I was interested in purchasing a vehicle from them and provided a fully refundable depsoit of $500. After electing to not purchase the vehicle from them, I requested my money back at which time, they refused. Hall Imports LLC still owes me a refund in the amount of $500.

  Business response

  01/10/2022

  Tell us
  
  ****- I am responding to case ID ******** from Mr. ************************** ************** attempted to purchase a car from us in the spring of 2020.  ************** provided us numerous $500 deposits online for a particular car, then offered terms to purchase that were not acceptable to us so we refunded the deposit.  I repeatedly told him we were not agreeing to his offer, but ************** proceeded submit deposits 11 times. Each time we told ************** that his offer was not acceptable and refunded the money.  In a usual case, we first agree on a price with a guest, then they submit a deposit.  ************** did this in reverse, then attempted to negotiate to a level we would not agree to.  Below is the result of a Paypal investigation in which they ruled in our favor after an investigation prompted by **************.  Further, ************** authorized $140 to ***************** for an inspection of the vehicle that we were offering for sale, upon completion ************** failed to pay this **** and we were forced to pay this amount to get our car back.  It is our position that we do not owe ************* any money and PayPal has confirmed this.
  
  Thank you-
  ***********************
  
  
  
  
  
  From: *********************************
  Sent: Tuesday, September 8, 2020 11:54 AM
  To: **********************
  Subject: Update on Case ID *************
  
  Hello ***********************, We're happy to confirm that the following case was decided in your favor. We'v..
  
  
  
  Hello ***********************,
  We're happy to confirm that the following case was decided in your favor.
  We've credited your PayPal account for $500.00 USD.
  Here are the case details:
  Case ID: *************
  Buyer's name: *******************
  Buyer's email: **********************
  Buyer's transaction ID: *****************
  Your transaction ID: *****************
  Transaction date: June 12, 2020
  Transaction amount: $500.00 USD
  Disputed amount: $500.00 USD
  This case is now closed and there is no further action needed.
  Thank you for your patience during this process. We appreciate your business. 
  You can find additional information and tips about buying and selling safely on our Business Resource Center.
  Thanks,
  ******
  
  
  Copyright 1999-2020 ******, **** All rights reserved. ****** is located at ********************************************************************************* PPC000146:1.20:04d4761e5fc08
  why here...

  Customer response

  01/10/2022

  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, details of the offer I reviewed appear below.
  
  When placing deposits with this organization, I was informed that they were refundable.  Additionally, **** never reached out to me regarding this matter and therefore, I do not believe there was any sort of investigation.  This dealership received a $500 payment and in return, offered no product or service.  In terms of the inspection done by the Audi dealership, while I do not believe that this was ever done, Ill gladly pay the $140 in exchange for my $500 refund.
  
  Regards,
  
  *******************

*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. ↩