ComplaintsforUebelhor & Sons

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2015 Chevy Silverado, only to be sold a lemon. The DAY I got back home from purchasing the truck the engine light came on and it needed a new high pressure fuel pump. They did replace it and said that there should be no more issues with it. Less than a year later the transmission needs replaced along with a bad fuel injector. Well after spending $5000 on a new transmission I was told that the fuel injector has caused lifters to go bad in the engine. I called the dealership months ago trying to see if they could help with a diagnosis and maybe quote me on services. I never heard back from them after countless voicemails left. I owe $20k still on the truck just spent $5k on a new transmission and all I can do is leave it in the driveway. I have 4 sons and a pregnant fiancé with MS so having 2 vehicles is vital to my daily life. I will never recommend this dealership to ANYONE!

  

  Business response

  04/03/2024

  To whom it may concern:

  This is *** *******, General Sales Manager at Uebelhor and Sons.  There are 2 attachments on this reply.  On the attachment called Spells, there are 3 documents.  Number 1 document is the retail purchase agreement. Dated 11-25-2022 with miles of 98,866.  Document 2 is the Buyers guide stating dealer warranty for 1,000 miles or 1 month. Document 3 shows Protection plans offered to customer to cover powertrain (engine, transmission).  All 3 documents are signed by the customer.  The next attachment is his service ticket on Dec 21, 2022. with 99,517 miles on it.  We Replaced the Fuel Pump at no cost to the customer.  This is the last time we have had the truck in the shop or any communication from the customer.  Dec of 2022- Now we are receiving Google reviews stating how bad we are. Again we have no record of this customer calling.  We provided the 1 month warranty, I am not sure what else we are supposed to provide?  We sell warranties to give our customers more protection as we do not know when any part will fail. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My husband and I recently had an extremely disheartening experience with this dealership, specifically with their finance manager, ****** ********. We purchased a used 2012 model from them on October 21st. During the negotiation process, ****** introduced us to the Allstate plan, assuring us that it would cost a mere $50 per month. What seemed like a reasonable deal was made even more attractive by her assertion that we could cancel at any time without any repercussions. This, unfortunately, turned out to be far from the truth. We wouldn’t have signed up for it if we knew if there were strings attached. ******** not only blatantly lied about what she had said, but she also lacked professionalism when dealing with us. I must note that on the contract that it says to contact the seller within 60 days, it hasn't officially been 60 days yet. Contrary to what she initially promised, we later discovered that if we chose to cancel, the money would not be refunded but would instead be applied towards our loan. This was a crucial piece of information that ****** conveniently omitted during our conversation. Feeling misled, we confronted ******. To our dismay, she backtracked from her initial guarantee, despite us having recorded the conversation for legal purposes. It was an underhanded move that not only breached our trust but also left us feeling deceived and manipulated. We initially considered the Allstate plan as we were exploring our options and also contemplating getting AAA. However, considering the overall price and the lack of transparency in their practices, it became clear that this was not a feasible or honest deal. The lack of transparency and integrity displayed by their finance manager, ****** ********, has left us disillusioned and regretful of our decision to do business with them. Given that we had already invested a substantial $8,000 down payment for the vehicle, it's beyond comprehension why they would resort to such shady, deceptive tactics.

  

  Business response

  12/19/2023

  This is *** *******, General Sales Manager at Uebelhor and Sons.  It is 12-19-23, and today we received a notification about this complaint.  The complaint was issued to the BBB on 12-4-23.  Since then, we feel we have resolved the issue with the customer.  The dealership cancelled the warranty, the money was sent to the bank(lienholder) and the customer re-financed a lower amount on the vehicle purchased.  I feel that we resolved this and if there were any other issues, I am unaware at this time.

  Customer response

  12/20/2023

  
  Better Business Bureau:
  
  The matter in reference complaint ID ******** has already been resolved. Thank you! 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ok well I took my car there to get an oil change, well it ended up they called me and said I needed new brakes and routers, ok fine! Well they didn't have the parts, I have to get to work, so they got me a loner. Drove it home, drove to work, when I left work, the back windshield collapsed, just broke in a million pieces! We paid the windshield, but I believe this was a pre-existing condition that was ready to happen as soon as someone took it! I believe they know something and there not saying! I don't think we should had been responsible for this damage that was not my fault! I had this vehicle less than 24 hours! I am wanting restitution for this is If I can get it, and an apology! I believe we paid the manager $370 for this, so that's it! And my husband also deserves an apology for the way the manager of the Jasper Indiana location treated him. Thank you! ********* ********

  

  Business response

  01/30/2023

  Business Response Mrs. ******** was offered and accepted a courtesy loaner vehicle. The back windshield of the courtesy vehicle was damaged while in Mrs. ********'s possession. Mrs. ******** stated that the window broke on its own while she was at work and that it must have been defective, but we were unable to see any evidence of this. Loaner vehicles are in regular use and regularly cleaned. No customers or employees had reported any previous vehicle window damage to Uebelhor & Sons. The window was broken in a large oval shape which would be expected from some sort of impact. The Service Manager offered Mr. ******** multiple times to reach out to the Jasper Police Department in order to request surveillance footage of the parking lot where the window was damaged. Mr. ******** chose to not proceed in this direction. Customers sign a standard loaner agreement stating that the customer and their insurance company are responsible for any damages to the vehicle while in the customer's possession. For example, if a tree branch falls and damages the vehicle while in customer possession, the customer and their insurance company are responsible for the damage. Uebelhor & Sons does not believe Mr. ******** was disrespected during this interaction. The Service Manager went through multiple options with Mr. ******** on how the situation could be settled. The Service Manager worked to find the cheapest option to repair the window. The Service Manager was able to find a repair price nearly half of the amount of the first estimate. Regards, ***** ******

• Initial Complaint

  07/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I talked to ******* ******** in August 2021 about purchasing a 2022 Toyota Tundra at MSRP. He even said he would try to get an additional discount if possible. This was before the 2022 had even been announced. He encouraged me to put $500 down to be first in line. I did so on 9/18/21. No ordering or allocation info would be out for a few months. When information started to become available we talked about options I was interested in. He said I would be first on the list for both the TRD Pro and Platinum Hybrid models. He stated the vehicles were allocation only and couldn't be ordered at the time. When ordering was available, I asked about making an order. He told me not to order one and I could just pick it when they came in. He called me about 2 months ago and said he has 1 TRD Pro coming in and it's the only hybrid allocation. I told him it's not what I wanted, but if it's the only truck I can get right now I'll take it. Since that time he handed me off to another salesman. That truck vanished/disappeared. When I talk to the other salesman, he talks about the truck I'm "buying". He is giving a different VIN, build date, feature set and price. Then that truck disappeared. Said it got held back. The salesman tells me they have 5 other hybrid Tundras allocated, but they will be sold to other customers. One is a platinum that I would rather have and I'm being told I can't purchase it. There is clearly no such thing as a ******** promise. I thought dealing with someone with the same name as the dealership would be a good thing. It's not, this kid makes up his own rules and doesn't know what a contract is. What is the purpose of being first in line and not getting to choose what you want? It is clearly a breech of contract. It is actually "theft of service" as they took my money without providing what was promised. Almost a year and still no truck.

  

  Business response

  10/19/2022

  Business Response Contact Name and Title: ******* ******** Contact Phone: XXXXXXXXXX Contact Email: *********@********.com Most of what Mr. ***** ****** is saying is correct and accurate. He was the first customer to request a "TRD pro" Hybrid or "Limited" Hybrid Tundra. He was at the very top of the list through the whole process of ordering and allocations through Toyota's process for dealer allocations. When the First TRD Pro Hybrid Tundra was allocated to our dealership by Toyota and scheduled for production Mr. ****** was offered this truck and he accepted to buy this vehicle. Mr. ****** would receive the first TRD Pro Hybrid Tundra available to our dealership at MSRP price. We do not charge over sticker price like most dealerships. It is correct that he has been changed to another sales person. I've been promoted to a new position in the company but this has had no effect on his ordering process whatsoever. The order date and list is never changed. Two issues have come up regarding our order and relationship with Mr. ******. First, he accepted the order on the TRD Pro Hybrid Tundra. This means instantly the next orders and customers in line automatically fill in for the next available Tundra that meets their requests. After accepting this vehicle he has changed his mind on the vehicle that he wants. This is not something our organization can accept responsibility for and is 100% out of our control. The problem with this is Mr. ****** accepted the TRD Hybrid Tundra. The next Tundra Hybrid vehicles have since been assigned and notified to other customers over the following days and weeks as they became available through Toyota's allocation process. We will not take a vehicle away from a customer who has been assigned and promised a vehicle simply because another customer has changed their mind. We honor 100% of our obligations with customers and we fulfilled exactly what Mr. ****** had requested. We gain nothing by skipping a customer or changing the order. We only make money by selling vehicles so there would be zero benefits from withholding a vehicle from a customer. He is angry because we will not change his order to take away a vehicle from another customer to satisfy his decision change. Secondly, the Tundra Trd Pro he accepted is now stuck in a hold in Texas at Toyota's facilities. The Vehicle is on a "QUALITY CONFIRMATION ACTIVITY" hold from Toyota. This is completely out of our control and would need to be dealt with directly through Toyota North America. The Dealer has no control or say in manufacturing processes or quality control. This happening is not unusual and all of our other 600 orders on new Toyota vehicles have been a success and customers have been understanding of the current world supply and demand issues facing nearly every industry. There has been no change in price or VIN. All Toyota Vehicles have a temporary VIN until they are finished with production. I will attach the documents for the truck that he originally accepted. There are no contracts on any deposit we take at the dealership. The deposit simply secures your date and order and is refundable by law. The deposit is used as an agreement between the dealership and customer that they are serious about their order. Otherwise customers would order a vehicle from every Toyota dealership and just take the first one that arrives. The customer States that it has been nearly a year. This is correct. He knew upfront that it was going to take some time. As he stated he made a deposit on the vehicle before they were officially announced publicly to insure that he would be first which he was. Mr. ******'s order was not for a Hybrid Platinum Tundra which is what he now has on order through my dealership. I've done everything possible to resolve his changed decision. We have moved him to the next available Hybrid Platinum Tundra. I've offered many times to refund his deposit but he will not accept a refund and is still purchasing a vehicle from us. I've texted and talked with him after hours, on weekends and even while I was on vacation to come to any sort of resolution that doesn't break our promises to our other 600 customers who have been understanding and patiently waiting as well. If our dealership is truly "theft of service" why would he continue to do business with a dealership over 100 miles from his home, and continue with his order on a new Tundra Hybrid Platinum? I can tell you why. He knows that he changed his mind, we are accepting orders (unlike many toyota dealerships) other dealers are charging $10,000 over MSRP for Tundra Hybrid Vehicles, and we honor Toyota Employee discounts that no other dealers are offering during the current market conditions. We want nothing more than to make Mr. ****** happy so we delivered on our promise for him to be first. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Approaching a year later, I still do not have a truck. I never changed my mind. I was/am willing to accept a variety of Tundra Hybrid 4x4 models and options. When I asked if I needed to order a truck, I was told not to as Toyota would simply give allocations to the dealership. If I had my choice from the beginning I would have picked a White Tundra TRD Pro with the red interior, but I made it clear I needed the truck and was willing to accept a variety of builds in the interest of a more timely delivery. I've invested a year waiting for this vehicle and still do not have a 2022 Tundra Hybrid 4x4. Business Response Yes it has been nearly a year since Mr. ****** placed his order. He placed his order before the truck was released or being produced. Mr. ****** was offered the very first tundra hybrid 4x4 allocated to our dealership. We have offered to refund his $500 deposit but he wants to keep his order in purchase from our dealership. Toyota Motor Sales North America determines allocations for each dealership and its is not controlled by us the dealer. We are still waiting for Mr. ******'s truck to arrive. He will receive the first 4x4 Hybrid Tundra that we are allocated, but its not here yet and we have no control over that. I am unsure why Mr. ****** is so unpleased our our dealership but wants to continue to do business with us when there are many Toyota dealers nearer to his location. Consumer Response I am disappointed by Uebelhor Toyota! I have a family member that is a 25 year Toyota factory employee. They have purchased multiple vehicles from Uebelhor Toyota. I have experienced terrible customer service. Every promise made they have failed to deliver on. In August 2021, I spoke to ******* ******** at Uebelhor Toyota about buying a 2022 Toyota Tundra TRD Pro. I was encouraged to put a $500 deposit down to hold my place in line on a new 2022 Tundra Hybrid/TRD Pro. After placing my down payment over a year ago, I was told I was first in line for a variety of Tundra hybrid models including a TRD Pro. After holding my money over a year, they have sold a number of Tundra hybrid models without giving me the option to buy one. Over a month ago I was told my name was on the "original" TRD Pro coming in by both the sales manager and the salesman. When the vehicle came in a few days later, I was told ******* ******** pulled my name off and sold it to someone else. The salesman was at a loss for words. He has assured me the next TRD Pro will be available to me. They have sold at least 2 TRD Pro models out from under me. I put money down in 2021 for a not yet announced new 2022 Tundra TRD Pro model. Here we are at the beginning of 2023 production models. Interests rates have gone up even more since selling other vehicles out from under me. There is no agency to protect the consumer. Their business practices are deceptive and constitute fraud! I tried calling a corporate Toyota number to file a complaint, but that is useless as it only creates a file that they send to the dealership to handle. Furthermore, they told me they have over 300 customers with down payments. Keep in mind, I was told I was first on the list for a Tundra. They require a $500 deposit. They are now acting more like a bank holding money with no intent of delivering a vehicle. Business Response Hello, Mr ****** ordered, on speculation, a Hybrid Tundra TRD Pro or Limited 8 months prior to the vehicles public announcement. This wait time was completely voluntary of a $500 deposit. He could have had the very first hybrid Tundra. He accepted this vehicle but later declined via text. In the weeks that had passed after he accepted the TRD PRO TUNDRA the other allocated vehicles were assigned to other customers who had been waiting with deposits just like Mr ******. The number of Toyota Hybrid Tundras we have sold as of 10/3/22 is 4. Mr ***** ****** received the 3rd Tundra Hybrid. The First TRD PRO Vehicle He declined via text. The second was already assigned after his accepting the first TRD PRO TUNDRA, so he received the third and next available Tundra Hybrid. The fourth was a Kapstone trim Level. Mr ****** was 3rd, but could have been first prior to declining the vehicle. Yes we removed his name from the first TRD Tundra vehicle after he declined via text massage some weeks after he accepted it via text message. So we did exactly what he requested. He states that we "sold at least 2 TRD pro models out from underneath him." This is frankly not true. He purchased the second TRD Pro Tundra we've ever been allocated or received physically into our inventory. Unfortunately as a dealership I have no control over interest rate increases, manufacturing time, and allocations from Toyota. All vehicle buyer customers are protected by law and all deposits on vehicles are fully refundable. We offered to refund Mr. ******'s Deposit multiple times including via text. Mr. ****** did report our dealership to Toyota North America, and we presented the facts and they saw no issues and deescalated the report in their system. He also reported us the the Indiana Secretary of State. Same situation we send them all the facts documents and text massages. We currently fluctuate between 500-600 orders on new Toyotas with $500 deposits. It's utterly absurd to think they we take the deposit with "no intent of delivering a vehicle" All of the other customers patiently wait for their vehicle to arrive. We assign the vehicles as they are allocated in the order the deposit was taken. If for some reason a situation changes for a customer and they no longer want or need their vehicle the deposit is refunded. No questions asked. Our main purpose is to sell, and service vehicles. We have absolutely no intent to become a bank. If our business practices are fraudulent and deceptive why would he choose to purchase a vehicle from us when there are many Toyota Franchise Dealers Closer to his location in ********* Customer ***** ****** purchased a TRD Pro Tundra from ******** on 09/27/2022. It was exactly what he ordered and we delivered on every promise. He treated every employee here with respect and employees said he was friendly. He made no comments of the delay, reporting or Rebuttals. We've done everything possible to satisfy Mr ***** ****** including selling him a truck.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 25th 2022, I bought a 2012 Dodge Grand Caravan. I was told I must wait for an inspection and detail before I could buy the van and waited, not really concerned for the detailing . I was told it needed breaks and they would replace them and then it would be good to go. During the sales conversation I clearly stated the van will be used for long trips, and was under the understanding the van would be in good working order . May 17th while driving home from a short drive the van lost power and I was luckily able to coast to the side of Highway 231. I called my husband and friend to help and tried to call The dealership to ask if they could help or compensate in any way. The dealership was closing and could not help me . I called the towing company associated with the dealership for a tow and had paid 65 dollars to tow it to my husband work. I asked a woman on the phone at the dealership to have **** call me in the morning . After the dealer opened I tried to text ****, it wasn't until close that I learned they can not help. I have I was mislead to believe the van was in good working order . While it was an as-is sale. I believe this still violated the consumer's protection act being I dislocated the van was intended for long trips, and it failed to stay road worthy in such short time . I at least expect the van to make it 30 days . All I wanted was a repair or compensation if we had to repair it somewhere else . This was a scary experience with a baby and other children in the van next to 231 highway and cars zipping my close . I had no choice but to call a tow to immediately to get the van to safety . This cost me 65 dollars . My husband ordered the fuel pump for the van which was over 200 dollars since the dealership is unable to remedy this. We can't afford to delay for arguments and will have to get it fixed asap. I hope that Uebelhor Toyota will show proper customer service. I would of never put my children in a van if I knew it was going to break

  

  Business response

  05/24/2022

  Consumer Response The manager called me back and this has been resolved

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against Ubelhor and sons chevrolet in Jasper,IN. for failing to complete promissed work on a vehicle purchased back in early September 2021. I purchased a 08 Toyota Tundra from ubelhor for the sum of $21,000.00. At the time of sale there was a light on indicating a problem with the TPM system. I was told it would be checked out and taken care of before I took delivery so I left the vehicle with them. After a month had passed and my first loan payment was due I still did not have my truck. I began to comunicate my dissatisfaction at this time, and they made the decision to give me a loaner truck since my leased vehicle had to be returned and I was paying for a vehicle that I did not have. They decided they wanted to get their loaner back and give me my truck back without being fixed. I accepted that, thinking the part would soon arrive and I would finally have the issue resolved. Not only did the part not arrive, Ubelhor and sons never contacted me regarding the progress of the issue, in fact they did their best to ignore me and I have a history of text messages to prove it. When I finally did get a response from the person I had been corosponding with, it was always more excuses on why the part wasn't there yet. Today, after being ignored yet again by the salesman that sold me the truck I called the service department myself. They expected me to accept another delay, trying to put me off for another 6-8 weeks. If I were to wait until then with hopes of finally getting the promissed service, I'm relatively certain that they would just give me the run around again and keep doing it until they finally got me to give up. I have no confidence I'll ever get the issue resolved by this dealership, until I take more of my time and money to take this to court.

  

  Business response

  01/17/2022

  Business Response Contact Name and Title: **** ********. Pres. Contact Phone: XXXXXXXXX Contact Email: *********@********.com ***. We do apologize for the delay and we are very happy to fix your truck when we can find the ECU. The Tire pressure sensor ECU-Electronic control module-is the issue, the truck is not unsafe to drive but you might want to keep an eye on your tire pressure just to be sure. Of course our initial move was to order a new OEM Toyota part and as you know, it has been on back order. We have researched trying to find a used part but have not been able to find one so we are continuing to push Toyota to get us a the needed part number. We have been pushing our local Toyota Parts & service rep as well the Toyota parts support hot line but they are telling us that there just none available at the moment but that they are coming. What I took out of the conversation is that the part is coming from overseas? I know that this doesn't immediately solve your problem but *** we will fix your Tire monitor when we have the part with which to do so! Unfortunately, parts shortages are not uncommon in todays environment but the reps are telling us that they are improving soon. My oldest son has a similar Tundra with the Tire sensor issue as well and I assure you that he will not be getting the first ECU that we receive, you will! I do apologize for the inconvenience and the continued delay, hope to have a better answer in the near future! Thank you! **** ******** Attached is a recent inquiry we made on the part, the empty boxes next to ETD/ETA tell us that there is nothing available Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I accept that the part may be as hard to obtain as the dealership claims. Overseas shipments are compromised and perhaps especially so in the case of this part. I am concerned about the uncertain time frame to complete the work as I am in the process of moving out of state. It will become an even bigger and more costly issue for the customer if it requires a day of lost wages and 10+ hours of driving to the dealership and back, when the part can finally be installed. I would like some additional compensation if it comes to this. I am not trying to be unreasonable, we're talking about something like a tank of gas or something to offset the additional expense that would be incurred by no fault of the customer. Consumer Response I accepted the close of this complaint due to the promise the work would be completed asap. However the dealership has not contacted me or given me any updates on when this would occur since March, a full 8 months ago. I've been getting the run around on this repair since day one. Back when they were communicating with me they claimed to know what shipping container the part was in and that they should have it soon. Am I still to believe that story? This has gone way past ridiculous. I purchased this vehicle over a year ago, and I now live out of state. The only acceptable outcome for me at this point is that Ubehlor and sons pay any and all associated cost to have the necessary work to complete the promised repair of the TPM system at a dealership nearest to me here in Tennessee. But I fully expect to hear more excuses from them in hopes that I give up. But we're long past excuses being acceptable. I'm ready to take this to court. But I did want to update this complaint, so that it would be known, that they never followed through on their agreement. Business Response Mr. *****! As stated before, we would LOVE to fix your truck! The part has been ordered thru Toyota and is on its way but apparently is in a shipping container somewhere. We have been in constant contact with our Toyota parts rep concerning this part number. Below is Toyota's most recent response: Date: Monday, 14/11/2022 3:36 PM * PROTECTED 係�- Hello, In regards to part number XXXXX-XXXXX. This part is currently on a national backorder due to stock delay to the ports. Ports have pushed back the ETA another 4-6 weeks due to this reason. We will update as soon as more information is available to us, but in the mean time it is hard to give accurate ETAs until the part arrives stateside. Thank you, ***, we wish that we had a better answer but until Toyota supplies us a part there is not much that we can do. BTW, as I mentioned in an earlier correspondence, my son's truck with the same problem is waiting as well! Toyota is aware of your situation and we will keep the heat on them! **** ********

*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. ↩