ComplaintsforHeffner Motors Limited

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I have 2008 ****** ***** that I took it to Heffner Service my both keys were not working they did diagnose they told me that they have to replace immobilizer and transmitter and they said it will be $1,500 I waited one week and they came back. They said we need to replace ECU another $500 I said go ahead and I waited another week and this time they said we need to replace engine ECU another $2,000 finally I said I cannot afford to pay that much money so I ask them can you remove all your parts and I’ll just pay for the diagnose and the necessary labors because it was an older car I don’t want to spend close to $5000 but no deal was made if I was known at the beginning when they did diagnosed I were going to spend close to$5,000 I would have said no they did not warn me this part may not work we cannot take it back or we may have to keep going to change parts until we found the problem

  Business response

  25/08/2023

  The diagnosis procedure for electrical concerns can be in depth and occasionally it requires multiple parts to be replaced before the problem is fixed. Our service advisor was in contact with the guest regarding each step and recieved their approval before ordering or installing any parts. Our service advisor was also clear with the guest that sometimes this can happen; that when one issue is fixed another can appear. Unfortunately electrical components are non returnable and when a part is installed it is no longer new and is considered used.

• Initial Complaint

  27/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently made an inquiry about a vehicle that this dealership is selling through the **** ****** website's inquiry form. The inquiry was about the vehicle itself, nothing about buying it or test driving it since I live about 5-6 hours away from this business. Their response, through E-mail, did not answer anything from my inquiry and only asked if I was interested in the vehicle and when I can test drive it. Then I began receiving phone calls from them which I was not home to answer, two so far, asking when I would like to see the vehicle. I don't know how they got my phone number, it could not have been through my inquiry since I've never contacted this business directly. I consider this an invasion of privacy and I fully expect to receive more phone calls from them. They should not be allowed to conduct this aggressive form of business practice.

  Business response

  28/02/2023

  This guest submitted a lead online through **********. In this lead they included their email address and phone number.
  The original email contacts were made by an AI system which is attempting to make contact. Once that is made the human takes over. 
  The voicemails were left by a member of our staff, Michael, who has been able to speak with this guest and the guest has requested that he be reached out to again on Monday, March 6th.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 ****** ********** ******** from Heffner Motors on September 9th, 2021. At the time of purchase I made note of a few items that required repairs and sent an email along with pictures to the sales rep. No response was received. My vehicle was also shipped without the mudguards installed because they were on back order. When the service rep called to book my appointment to have the mudguards installed, I mentioned the warranty work. The service rep had no idea about my prior email and no notes had been added to my file. After speaking to a service manager, they agreed to complete the warranty work. This work involved the removal of the headliner of the vehicle along with the hatch weatherstrip and all upper garnishes. When the work was complete, the headliner and garnishes were damaged. I reviewed this condition with the service assistant manager who agreed that the damage was done during the warranty repair. He ordered replacement garnishes for the vehicle and had the service technicians replace them and reassemble the vehicle. After this work had been completed, I inspected the vehicle and found more damage. The hatch weatherstrip was damaged and not installed correctly leading to potential water leaks, the headliner was covered in grease from the technicians dirty hands and the garnishes were left partially installed. I emailed Nick H. to setup a meeting to review the quality of work done by the technicians at his dealership. Instead of meeting with him, he had his service manager meet with me. He asked what they could do to make this right and I replied that at this point I no longer want the vehicle and would like to request a refund. He offered to have his technicians repair the vehicle again. I opposed this decision because of the damage done to the vehicle by the technicians during their previous attempts at repairing it. I asked if they would cover the cost of the repairs if I took it to another dealership, the reply was No.

  Business response

  11/03/2022

  Business Response /* (1000, 5, 2022/02/09) */ We have admitted fault, agreed with the guest's concerns regarding workmanship and offered to repair the concerns at no cost to the customer. He has accepted this offer in person yesterday, February 8th.

• Initial Complaint

  09/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i have purchased ******* and traded in my ** ******* i have given them the money to pay it off but three weeks has gone by still haven't paid it of and money to pay it off gets taken out of my account.

  Business response

  23/11/2021

  Business Response /* (1000, 5, 2021/11/10) */ The vehicle has been paid out and we have refunded the money for the difference to the original buyer. Consumer Response /* (3000, 7, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) ** received their check, which should have been processed on October 13 when I purchased the vehicle and gave you my cash. Heffner sent a partial $200 to the original owner; why did you send it to her? Also, I bought the car on October 13, and she had car payments come out on OCT 18, of which I was driving for over a week. She complained that the monthly payment was still coming out after being closed on October 13. the buyout was 15300 and was charged 15595 I have a document from Heffner showing that Heffner only paid 15300 + taxes(17367.37), not 15595 + taxes 17622.35 that they charged me. So this proves that they owe me the difference. Business Response /* (4000, 9, 2021/11/12) */ It is our understanding that the guest considers this matter resolved. Consumer Response /* (4200, 11, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Waiting for CheQ from Heffner Toyota, they Promised to mail it out. waiting game now! Business Response /* (4000, 13, 2021/11/17) */ The cheque was placed in the mail no later than November 15. Consumer Response /* (4200, 15, 2021/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Received the Check from Heffner and now waiting on the check from the previous owner that was sent to her by mistake. She has said she will send it to me and I feel comfortable she will, just money tight for her now. please consider this closed. P.S. even though I had the paperwork to clearly show I was overcharged what a hassle to get my money back from Heffner. ******************************************

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