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:03/19/2025

  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 March 1st I put a $500 deposit down on a car at the dealership to hold the vehicle while my husband and I decided if we would buy the car. We were assured by the salesman ****** that it was refundable, and that there would be no issue getting the money back if we changed our mind. He said 'we'd part ways as friends.' On March 3rd I sent an email to him at the dealership to let him know we had purchase another vehicle closer to home and were no longer interested, and requested a refund of the deposit. On March 7th he contacted us to see if we were still interested, and I reminded him that I had previously emailed and requested a refund. Rather than accepting that, he said he never got the email and tried to get me to purchase the vehicle and return the one I had just bought. I said that was impossible and requested a refund again. I then requested the refund on the 10th. I have contacted the dealership directly, left messages with the business manager, filled out the contact form twice, used their chat agent four times, and requested a call back on this matter. No one has contact me. The sales agent will no longer return texts. It's now the 19th, and I do not have a refund. They've not had my money for almost three weeks for a vehicle that I did not purchase. They are avoiding my calls, emails and texts.

  

  Business Response

  Date: 03/28/2025

  Heiser truly apologizes for the delay in getting this refund back to the customer. It is never ********************'s intention to keep a customer deposit for any reason if they no longer want to move forward with the purchase. There are steps in this process that prevent an instant refund, including steps which go through a few people at our dealership. In addition to the standard process, in this case there was an error made on the customer's email address that caused further delay. 

  The refund has been issued. 

  Full detail of what happened is attached to this email, including a letter from General Manager ******* ********. You will see that we have an opportunity to improve the timeliness of our process and communications in situations like this one. We strive to provide an excellent level of service and will use this situation as a learning opportunity with our staff.  

  Customer Answer

  Date: 03/28/2025

  [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. The refund of the deposit has finally reached my bank and has been credited to my account.
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:05/31/2024

  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 2020 ***** Blazer on 09/04/2023. When I went to pick up the vehicle on 09/05/2023 the vehicle was not detailed, it was washed only on the outside the inside you could see crumbs fingerprints and whatever. I was told that they would detail it, I dropped my vehicle off on a Sunday evening went to pick it up Monday after work it was not clean. I called to tell them about my oil light coming on and the brakes malfunctioning, again no call back, so I called Heiser **** she called from another phone while I was on the phone to have them call me back to get my car serviced. I take my car in and they tell me my car has no oil and before the do anything they needed to change the oil (USE 1 OF MY FREE OIL CHANGES) which I don't believe they should have done. They tell me my brakes are good. I check the Carfax my vehicle has not been serviced since March of 2023, 6mo prior to me purchasing it. I speak to the service manager she tells me she's new to call and that she's going to have my car detailed and serviced. NO RESPONSE!!! I take it in for service issues AGAIN(ENGINE LIGHT) not 1x but 2x. they can't find anything wrong. I take it in again for oil change they tell me I need brakes and rotors. I call the ******************* he says they're gonna get my vehicle in for servicing, I HAVE NOT HEARD FROM HIM. I HAVE CALLED LEFT MESSAGES AND NO RESPONSE. I will be going to the media. This vehicle is $33000.00 and I can't drive it on vacation for fear of breaking down.

  

  Business Response

  Date: 06/03/2024

  ****************** has spoken to guest this morning 6/3. *****'s main complaint is not having substitute transportation available. We have agreed to address the concerns she has.  We will contact her once a loaner vehicle is available. Here is the dialogue:

  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

   [11:26 AM] *************************
  I asked a writer to reach out to her, I thought she already came in.[11:27 AM] *************************
  i'll call her right now[11:28 AM] *************************
  she came in april 30th 
  
  [11:29 AM] *************************
  
  
  [11:38 AM] *************************
  I'm on the phone with her she told me we did call her. says the problem has been with getting a loaner.[11:40 AM] *************************
  scheduling appt for when we have a loaner. she says she could not schedule before because we did not have loaners available and she needs to be able to get to work in the morning. her previous visits were for oil changes, says ***** was supposed to get her car cleaned and it wasn't cleaned. check engine light comes on sometimes when she's out and about running errands for 2+ hours. car is sluggish under 20mph. Car is under warranty. I'll have service reach out to schedule.

  Customer Answer

  Date: 06/03/2024

  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.
  
  My main concern is to have the vehicle completely checked out. His response was the exact response when I spoke with him in early May. I fear that if this is closed out now nothing is going to change. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 06/03/2024

  I just corresponded once again with the General Manager,  *************************.  He has agreed to:

  1.  Complete Auto Detail (inside and out)

  2 MPI Multi-Point Inspection

  3. Fix Check Engine Light Coming On

  4. Fix Sluggish concern and jerky feeling while driving around 20 mph

  The vehicle is under warranty.

  Customer Answer

  Date: 06/03/2024

  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.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 06/03/2024

  [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 along with fixing the brakes.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:04/14/2024

  Type:Delivery 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.

  Date of Transaction: 3/28/2024 Dispute: Dealer applied/installed Auto Armor without our authorization Business did not respond to my emails or reach out to try to resolve this issue.Stock No: T50544

  

  Business Response

  Date: 04/15/2024

  ***** acknowledged receiving this product multiple times during the transaction with a signature and date. Please attached deal documents.

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

  Fixed Operations Director

  Customer Answer

  Date: 04/15/2024

  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.]

  Here are the issues that I see:

  1) The [Environmental/Perma] line shows $1,499 - What is this for? No clue, and I believe it is misleading and deceptive.

  2)  Why was ******* the only one who signed the form even though I am listed as the buyer???

  3) Why were we not given a copy of this form when we left the dealership that day? If we did get a copy you can bet that I would have been asking questions about the Environmental/Perma line item.

  From the complaint attachment: Auto Armor protection package added to 2024 Toyota Rav4 XLE Premium Purchase without our permission prior to delivery.

  We requested from **** that we get a copy of the negotiated price details when we left so we could review. We put down a $2,000 deposit to hold the vehicle for us. We reviewed what ***** had given us that weekend and found that the only thing we got was a copy of the window sticker.

  4) This is the only form signed prior to the date of delivery. 

   Regards, 

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

  

  Business Response

  Date: 04/17/2024

  From *********************-Finance Director:     There are clearly both signatures at the bottom of the Auto Armor Document.  Im not sure what else this gentleman is looking for, he signed for the product no less than 3 times clearly marked.  I have no idea why his wife signed the worksheet while they were working the deal. I will talk to ***** and ******* tomorrow and see if they remember this at all.  We send all paperwork to the customer via encrypted email but they may have gotten paper copies if they asked for them.

   

  Customer Answer

  Date: 04/17/2024

  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.]

  Here is what my issue is.

  As was contained in the timeline that was included in the original complaint.

  When we came in to pick-up the vehicle and were in the signing is when I first learned that there was this charge for Auto Armor. I said that I didn't order that and I want it removed.  I was told that was too late because it had already been applied. In retrospect maybe we should have just said we don't want the vehicle, get our deposit back and leave but we didn't. 

   We never received a copy of the worksheet(s) from 3/23/2024 as was stated in the original complaint. There were 2 worksheets, one was signed but the other that had the scribbling on it was NOT. I have no idea what all of the writing means. Nowhere on that sheet is there a mention of Auto Armor (the $1,499 on the paperwork)? The Customer signature on that sheet was NOT signed (take a look at it). Also, neither sheet was signed as approved by the Manager.  Why did we not receive a copy of these worksheets? There is no way that we would be in the position we are in right now if we did. At least we would have been able to to review and ask questions.

  And trust me, there is nothing wrong with this gentleman.

  Maybe your forms and worksheets could be a bit more transparent so that anyone can understand them. Also, maybe you should make sure that the customer receives all the paperwork that they should get so that they can make an educated decision especially on such a large investment.

  I will also review this with my attorney should it becomes necessary.

   Regards,

   *********************

  

  Business Response

  Date: 04/19/2024

  Please see attached letter regarding recent discussion with customer. 

  Customer Answer

  Date: 04/25/2024

  [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

  Date:03/19/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was attempting to buy a new 2024 Toyota Camry XLE stock #T50560 from Heiser Toyota about 10:00 AM on Saturday, March 16, 2024. I informed the salesperson , **********************************, that I was an out-ot-state buyer, who saw the car advertised on Autotrader.com and the Heiser Toyota website for $800.00 off MSRP. We negotiated an additional $200.00 off the advertised price and I was ready to make a $500.00 deposit to hold the car until the following Saturday, March 23rd. I requested a copy of the window sticker and a video of the car during the initial conversation. I received a copy of the window sticker and car video at 4:17 pm. ***** called at 4:45 pm, fifteen minutes before their closing, and informed me that I would have to pay a mandatory $******* fee for paint protection since I was an out-of-state buyer. She stated that if I lived in ********* that I could opt-out of this fee. Since I don't live in *********, I could not opt-out. I told her that I do not want or need the paint protection and would like to buy the car without it. She replied that only the corporate office could take off the fee and they were closed until Monday. ***** called on Monday, March 18, 2024 at 9:29 am to inform me that she had not received an answer from the corporate office yet, but even if they would remove the $******* paint protection fee, she could no longer honor our negotiated price. I have a copy of the dealer's website ad and a copy of the window sticker. Neither one lists a ******* paint protection fee. As a dealership listed as an Accredited Business with the Better Business Bureau, I would have expected them to honor the negotiated price and leave off the bogus $******* paint protection fee. I really wanted to buy this car from Heiser Toyota at our negotiated price, but did not want to be coerced by this deceitful tactic.

  

  Business Response

  Date: 03/22/2024

  We reached out to the General Manager of Heiser Toyota.  Her response is attached as a pdf.

   

  Thank you,

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

  Customer Answer

  Date: 03/23/2024

  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.
  
  [On Monday, March 18th, I received a call from ***** and she stated that she had NOT heard back from Corporate about waiving the $1499.00 Auto Armor fee. She NEVER at any time told me that she could remove that fee. Additionally, we had already negotiated for an additional $200.00 off the car's price.  During this same phone call, she RESCINDED the $200.00 off that we had already agreed upon.  I would like Heiser Toyota to take responsibility for using deceptive tactics on their customers.  As a side note, anyone who has researched Auto Paint Protection will learn that is unnecessary and is almost 100% profit for the dealership.]

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

  

  Business Response

  Date: 03/27/2024

  Please see the attached pdf for our response. This was composed by our Corporate Finance Director, ***********************.

  Customer Answer

  Date: 03/27/2024

  [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

  Date:01/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was attempting to purchase a Toyota Highlander from Heiser Toyota in *********. Over the course of the conversation the sales person let me to believe that I would be able to write an out of state check to cover the difference between what I was financing and the purchase price of the car. I went through the paperwork process with them and after a couple of hours the finance manager said that they would not accept an out of state check. The finance manager offered to wrap the sale up on Tuesday after everything cleared and then drive the vehicle to the border to deliver it to me. I offered to allow them to do an ACH or wire transfer from my bank and they wouldn't proceed with that. I walked out. This was a humiliating customer experience.If they are unable to accept an out of state check for a sale they should inform the potential customer BEFORE they walk all the way down the sales path.I'm not interested in an apology from them but they should be held accountable in some way for treating a potential customer like this. It's shameful.

  

  Business Response

  Date: 01/29/2024

  Below is a breakdown of ************************* time, and conversations, while at Heiser Toyota over the weekend.   
  
  ********************* arrived at the dealership at 10:53am, where he test drove our 2021 Highlander XLE. During the test drive he seemed to really like the vehicle but after getting back to the Heiser he told us he had another option to look down the street and if he came back that meant he wanted to buy our car.  He did leave but returned shortly and started negotiations. An agreement was reached quickly, and the visit was closed in the system on hour later as a sold deal.  Per the sales rep., after completing the credit application and talking about total money down she asked our finance manager to review our policies and options. It is normal for the finance manager to go into more detail with the customer regarding policies and compliance as they handle any personal information for each customer. 
  
  When the finance manager began talking about his options, ***** was not happy with the fact he could not write us an out-of-state check.  We offered multiple options to help him secure this vehicle. None of which he wanted to move forward with.  The options offered are listed below. 
  
  Complete all legal paperwork Saturday and wire transfer the down payment Monday. We would met the customer half way to deliver his vehicle once the funds had cleared. 
  Finance the total amount of the vehicle and we would discount any additional finance charges he may accure to due to having to finance the additional $16,000. Also explaining to him there is no pre-penalty payment and he could pay the total down payment directly to the lender. 
  Complete all the legal paperwork Saturday and once the funds are transferred bring the vehicle directly to him at his home, or place of business. 
  Finally, because he wanted to drive home with a new car, we offered to cover the expense of one of our rental vehicles for him to drive until the funds were cleared and then we would again deliver his new vehicle where he felt most comfortable. 
  
  While the finance manager was explaining to the general manager that ***** was still unhappy with the options, ***** walked into the office and said he no longer wanted the vehicle and that he would get the other option he had found.  He left without saying anything else to anyone. When the sales rep. tried calling ******************* we found out the number he provided was not his actual number. Later that afternoon, ***** did call Heiser back and said his wife liked our option more and that they were still talking about it.  He expressed his frustration to her about the overall time but nothing about the out of state issue. We did discuss that part of his overall time shopping was spent going back and forth between two different dealer locations and that is total amount of time at Heiser was about an hour.  Our system is time stamped and shows him starting his visit at 10:53, the deal being marked sold one hour later, and then unsold at 1:06pm.  He told us he would get back to us on Monday,1/29. However, the vehicle was sold to another customer later that day because he did have a contract or deposit securing it. Our sales rep. did reach out to let him know and asked him to see if we had any other vehicles he might be interested in and to let us know. 

• Initial Complaint

  Date:11/16/2023

  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.

  Had my service done at heiser on 11/16/23. I paid for an oil change snd a tire rotation and paid $84+. When I got outside and checked my tires, nothing was done to it. They failed to rotated all my tires. So I went back inside and the rep followed me back out. Mind you i was there for less than ***** minutes only when the reps told me my service was done.He proceeded to called someone and after that. I gave him my carkeys. He then speeded off with it to redo what should have been done in the first place. I asked for a manager for which no one was available to give me as by explanation of why this happened. It was not a busy night at all and Im sure Heiser does have cameras that do record this. Im very upset about this false/fake service had i not **** my tires before going there. All this time while waiting for them to rotate my tires. No one came and apologized for their fake service. I mean if they were super busy maybe and maybe might be understandable but it was not. Theres no excuse for this horrible service.

  

  Business Response

  Date: 11/17/2023

  ************ is probably correct in the fact that her tires did not get rotated.  I had a few guests with similar concerns on or about that time.  We have new advisors and new express lube techs, and most are Spanish speaking. The "Works" package should always include a tire rotation and one of our newer techs was not trained properly in knowing what "Works Package" included.  I apologize for the fact of no one conversing with her about this. I would like to extend a lifetime tire rotation offer to her for this vehicle.  She can simply print this document and keep in her glove box for future use.  I sincerely apologize for this happening.  I hope this helps.  ************************  Fixed Operations Director.