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:11/10/2024

  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.

  Vehicle in for 10K service on 8/13/24 after service the right side *** (Blind Spot Monitor) started failing over 50% of the time. I tested the *** 2 times the first failed 5 out of 8 times and 2nd test failed 9 out of 12 vehicles passed. I have been back 4 times and opened 2 complaints with ******. last visit the service manager ***** **** with me and recorded video of the failure since no error is recorded ****** refuses to ***lace the ***. I spoke with ***** the *** manager at the dealership and they were going to contact ****** to get a factory service *** for my vehicle and that didn't happen. I contacted ****** again 10 days later they called me to get info on the issue ****** from ****** got all info and said he would call me on 11/7 which he did and promised me that a ********************** tech would check my vehicle by the end of the week I emphasized that there was only 2 days left in the week and he stated it would be taken care of and it was not done.I want my vehicle fixed it is under warranty and this is a warranty part. This is almost 3 months of getting pushed around over a part that should have been ***laced months ago.I have had at least 15 new vehicles in my life and never had any issue getting a warranty service or part taken care of.This is the absolute worst service experience I have ever dealt with.

  Customer Answer

  Date: 11/11/2024

  Repair action:  I want the *** repaired or replaced as soon as possible.

  Business Response

  Date: 11/13/2024

  Good afternoon,

  We have reached out to our ****** Feild Technical Specialist to provide a response. This requires the *** approval before repairing which we have communicated.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22537159
  
  I am rejecting this response because:  I have been promised a FTS previously and no one ever showed up.  Last week ****** from ****** promised a Factory specialist by Friday and no one showed up or bothered to call me regarding this.  I want my vehicle fixed this problem has been going on for     3 months and I am tired of being jerked around over a part that is under warranty not getting replaced.

  The worst customer service I have ever experienced.

  
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 11/17/2024

  We can close this now, as the sensor appears to be functioning properly for the past week.

  My issues with the dealer service remain as poor and I know part of that is due to the fact ****** has their hands tied.

  My feelings about ****** remain as the worst auto company for customer service I have ever dealt with and I can assure you I will never own a ****** product again.  

  Business Response

  Date: 11/18/2024

  The customer has notified us he has traded the ****** for another vehicle. We have notified ****** of this, and the case should be closed.

• Initial Complaint

  Date:01/05/2024

  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.

  Myself and my son have bought multiple cars from Village ****** and serviced them only at their repair shop. My 2021 tundra had a coolant leak and I called the service department to have the car looked at and was told they are full and cant fit us in. We took the truck to ***** Auto body and they did the diagnostics. This repair cost me $2130.00 I have an extended warranty on the truck and when I called to find out how to file for a refund I was told I cant get a refund because it was not evaluated by ******. I had to rent a vehicle to do everyday tasks while my truck is in the shop which that cost me another $800.00 for the week. I want to get a refund for these repairs because of ****** refusing to service me.

  Business Response

  Date: 01/05/2024

  ***************** called in and advised his truck was leaking coolant. When discussing bringing it in he asked if we could look at it ASAP and we advised we were very busy that day and it would be better if he could drop off. He then asked for a loaner and our BDC agent advised once here we would need to diagnose first to determine how long and if a loaner will be provided. He then hung up. He ended up bringing it to a local repair shop that failed to submit a claim for any repairs needed once diagnosed. He believes we are responsible even though the diagnosis and repairs were done at another repair shop.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21101935
  
  I am rejecting this response because:
  I did not hang up on him.  I needed to have the car into the shop that day and have a loaner because I told them I had to be in ***** the next day.  I was told they could not do a diagnostic  that day so they would not be able to give me a loaner.  I have purchased several cars from this dealership and my vehicles have been serviced at their facility..  So yes I went elsewhere because I needed the vehicle fixed.  I purchased the extended warranty and when I called Budco  to find out how to file a claim they replied it had to be serviced by ******.  I spoke to *********************** who has been my service advisor after the fact and his response was "i wish you would have spoke to me I would have gotten you in".  I  have all the parts that were taken out of the truck at Mikes Auto Body to prove that they were faulty and need to reimburse us for the repair.  I have  been paying the insurance of $79.00 a month and when I needed them I could not get satisfaction.  My truck was scheduled to have the fluids changed on January 6, **** and was at a cost of $600.00.   I want reimbursement due to the fact ****** failed ** for service.  I have been a customer since 2019 and feel this is not the way to treat a loyal customer.
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/10/2024

  I have reached out to ****************** to try and assist in getting him reimbursed for the repairs. We discussed today that once he has the invoice for the repairs he will scan and email to myself and my service manager for us to submit to ******** regarding the repair claim.

  Customer Answer

  Date: 01/22/2024

  **************************** and *************************************** have been in touch with me to try and solve this problem.  Both have listened to me and both have been very stand up guys and true to their word.  We have come to an agreement on a settlement, and I am very pleased to say I will continue to do business with this dealership.  I would recommend them for any future needs.

  Thank You,

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

• Initial Complaint

  Date:01/05/2023

  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.

  Dealer mailed me this "Holiday Special Just For You" flyer on a Wednesday 12/18/2022. I contacted the dealer on Friday 12/22/22 advising I would like to lease the 2022 Tundra SR5 #**** for the $3,999 down and $189 per month for the 36 month lease. I was advised the dealer doesn't have this vehicle in stock, they never had this vehicle in stock, won't be getting this vehicle in stock. They attempted to switch me to a significantly more expensive lease which a significantly higher down payment. This is clearly a bait and switch tactic. Village ****** should honor their advertised price as I remain ready, willing and able to lease this vehicle immediately.

  Business Response

  Date: 01/06/2023

  We advised ******************** this vehicle was not in stock since we had been sold out of 2022 ******'s for months. Also advised *********************** printed the ad in error on our mailer and has you can see in the attachments we have posted corrections throughout the showroom notifying our guests of this error. We also offered to work a very aggressive deal on a 2023 same as Tundra, but he was not interested.
  See Attachment/File: Correction notice .msg

  Customer Answer

  Date: 01/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Village ******** reply is an absolute lie.
  
  1. Village ****** NEVER told me the ad was an error. I find am sure everyone finds it strange the "errors" always seem to be the ones in the customer's favor! Additionally, I have never been advised of any disclaimer and whatever is attached when downloaded is unreadable.
  2. When I was advised they didn't have the 2022 vehicle I did ask for Village to price a similar 2023 vehicle for me.
  3. The "aggressive" deal was 100% in the favor of Village ******. Village gave me an absolutely horrible price on a vehicle which wasn't even close to the advertised vehicle nor did it match me detailed specifications!
  4. The village "deal" was offering me $20,000 trade in on a vehicle which has a trade in value of $26,942 (see attached KBB). Continuing with this Village "deal" was add ons of $1297.99 and fees of $2566.50 on a new lease (attached). Still continuing with this great "deal" was Village taking $13,000 of my trade in money towards the lease while in the ad the down payment was only $3999.
  5. As far as for lease payments Village wanted $423-$433 in monthly payments vs the ad payments of $189!
  6. The strangest part of this whole fiasco was the local **** dealer, along with another ****** dealer, offered me a significantly better deal that Village without any advertising involved!
  What we have is a Village ****** outright lying and taking advantage of customers due to a shortage of vehicles probably because they are a low volume dealer, sell Cadillac vehicles at the dealer and have a sub par service department! Village is performing the classic bait and switch tactic which I am sure the ******* AG's office won't find amusing!
  
  The desired outcome is Village needs to honor their ad pricing.
  
  See Attachment/File: 224BEC7B-F036-4A0E-AEAE-7BF0D35742E6

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again Village ****** has outright lied! They never explained ANYTHING to me. They emailed me a quote, no explanation at all. Not one word about the trade in value nor anything about the **** How can a business who lies stay in business?

  Business Response

  Date: 01/09/2023

  We explained how we arrived at the trade value and that the possible reason we were lower is the other dealers either over allowed or had incentives to work with. We also explained the **** and other third-party sources are guides and always vary in values both wholesale and retail.