ComplaintsforCopeland Toyota

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 16th, 2024 me and my family went out for dinner for my birthday at **** in ******. On our journey back, we came across a substantialy bad patch of road that consisted of a pothole ( ********** in ******) that delt great damage to my car the (right side) I contacted my local dealer to fix the damage which took them over 1 month to fix and put me out of a vehicle for a while. The statue of limitations allows ********************************************************************************************************************************************************************* for the the damages caused.

  

  Business response

  08/08/2024

  On 4/18, ****************** visited our dealership for an oil change.  As part of our inspection of the vehicle, we noticed the right front stabilizer link was bent (which makes sense if ****************** hit a pothole).   The stabilizer was replaced.  

  On 4/25, ****************** visited the dealership complaining of a noise in the right front portion of the vehicle.   The vehicle was repaired and picked up by ****************** on 5/7/24 (12 days later).  Since 5/7/24, ****************** has not complained about a noise in her vehicle.  She was actually in the dealership on August 2nd for another oil change and had a discussion with our service manager and did not mention anything about the repair.  

  We have completed all requested repairs to Ms. ******** vehicle.  The fact that ****************** can not go after the city has nothing to do with Copeland.  

   

   

• Initial Complaint

  05/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Transaction dates are April 30th, 2024 and May 1st, 2024.Paid the amount of $8,000.This dispute is with Copeland Toyota. The company committed to provide me finance options to possibly purchase a car. That company then released the car to be sold to another as requested, but have not refunded me any of my funds. I have been promised updates on the process of the refunds but have been avoided.

  

  Business response

  05/16/2024

  After a quick investigation, I learned that it was our understanding that ************** was still considering a different vehicle.  I have requested a check be cut and mailed to **************.  

   

  Customer response

  05/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I reject this offer due to the lack of clarity on the amount meant to be returned to me. I was guaranteed a refund of my $7000 deposit and $1000 reservation fee. I went through two process to provide the funds, in a timely manner, such as providing my card information and using the provided information to wire another. I had given my card number again when I thought I was going to receive my refund and had not. But I know its possible.]

  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  05/20/2024

  Check number ****** for $7,000 will be sent out tonight via Fedex.  

  A team member is reaching out to ************** to get her credit card number to refund the original deposit of $1,000.  

  After this is completed - all Ms. ****** money will be refunded.  

  

  Business response

  05/20/2024

  Check number ****** for $7,000 will be sent out tonight via Fedex.  

  A team member is reaching out to ************** to get her credit card number to refund the original deposit of $1,000.  

  After this is completed - all Ms. ****** money will be refunded.  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 16th 2024, I was coming from my birthday Dinner and my car hit a pothole that damaged the front of my car that made it make a terrible noise I brought it to the dealership for repairs for the 3rd time stating something was broken I paid the money but the car still made the same noise I then later got a call from The dealership stating that the body shift meant of my car is the reason the car is making the noise telling me to fix that issue. My car hit a small light post in a parking lot that my insurance is aware of that was hit almost 2 years with the same little sent that they are stating is the problem. So they basically charged me for parts that didnt need to be fixed and they arent resolving the issue and they arent helping the dealership (Copeland Toyota) isnt trying to give me a refund and are just giving me a run around instead of fixing the problem by just giving back my car and giving a refund

  

  Business response

  05/14/2024

  The customer was in after hitting a pothole and had a noise present. After inspecting the vehicle, we found a right front strut bent and a faulty right front stabilizer link. Both were replaced a noise is present over certain road conditions. We did recommend getting body repairs done because of body flex (unibody design) panels are close and over bumps it is possible the panels are rubbing and flexing. We are going to remove the strut just to check the strut mount.  Noise appears to be gone.  
  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  last january 2023 , copeland has replaced my 2018 rav 4 waterpump. i went in for an oil change, on february 15 th 2024 , they tolded me that my waterpump is leaking. i asked them about the warrenty they said it expired on january 2024. the waterpump should've lasted more than a year, and they not replace unless i pay over $600.00 for a new one. i don't think that's right.

  

  Business response

  02/21/2024

  We have reached out to Toyota corporate and they decided to send us another part that we will put in for free.

  Please contact us to set up appointment.  

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Corolla from this dealership. They owe me a second set of keys for my vehicle. When I purchased my car I purchased blackening for the car (to go over the silver parts) I have yet to receive information when this will be completed. I have made multiple calls to *********** and have even contacted and left a message with his manager. No response. I have even emailed. No response. I was at the dealership on Saturday for maintenance and *********** was busy and no manager in sales were available to speak with me. I want this resolved and an answer from my dealership.

  

  Business response

  01/02/2024

  I have spoken with the sales person that assisted *******************  The black out kit was ordered and when it received it was damaged.  It was sent back to Toyota Corporate and we are awaiting a new set of the kits.  The second key is a Toyota Corporate issue.  They are providing customers with a second key when available.  We do not control when those are received.  

  Please let me know if you have futher questions.  

  Customer response

  01/02/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went there for routine inspection for an oil change, and they left my engine air filter cover disconnected. I am very unpleasant by this, as this causes accelerated wear tear on my vehicle.

  

  Business response

  09/14/2023

  Thank you for reaching out.  From time to time, a minor mistake may happen similar to leaving the air filter cover disconnected.  *********** was completed on July 22, 2023.  The check engine light would come on within 1 day.  This individual did not reach out or stop by to have us look at the vehicle.  If they did, we would have verified that nothing happened to the air filter.  Also - if they felt the air filter was damaged, we would have replace it.  

   

  Customer response

  09/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [ this is absolutely not a small mistake, a mistake that would damage my engine. In the heat of summer, after my vehicle had been serviced I went to drive my car, I feel the car gasping for air, getting too hot, and the engine light coming on. The car was inspected, and its found the engine air filter to be uncover.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Claudino

   

   

  

  Business response

  09/19/2023

  We understand your concern with your air filter cover being disconnected.  We have not received any calls to look over the vehicle to verify there is no damage to the air filter or related items.   We do admit that mistakes happen and do everything we can to remedy them.  

  please reach out to the ****************** if we can  review the air filter for damage.  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 15, 2023, I brought my car to the dealership due to a dead battery, an illuminated brake light, and a soft and soft/unresponsive brake pedal.The dealership proceeded to replace the battery as requested. However, they then informed me that, in order to get the vehicle back on the road, that the calipers, rotors, hardware, pads and the brake fluid needed to be replaced.My concern lies in the fact that I was charged a total of $1847.04 for this extensive work, only to be informed afterward that the brake line was leaking and in poor condition. Had I been aware of this prior to the repairs, I would not have authorized the additional work without a proper diagnosis of the root cause for the soft brake pedal issue.The dealership has provided contradictory explanations for this sequence of events. First, they claim that the technician was not comfortable diagnosing the issue without performing the aforementioned work. Secondly, they assert that the work temporarily resolved the issue but that the leaking brake line emerged as a separate problem afterward. These explanations do not align logically, and it seems inappropriate for me to bear the cost of speculative repairs.I want to clarify that I am willing to pay for the solution directly related to the soft brake pedal issue and the battery replacement. However, I am not willing to bear the financial burden for unnecessary repairs that were unrelated to the initial problem.I believe it is important for Toyota to uphold their commitment to providing quality service and fair practices. Thank you.

  

  Business response

  06/26/2023

  To whom this may pertain,
  
     This 2010 Prius arrived at our dealership with the original concerns of a dead battery (trouble starting) and the brake pedal feeling soft. We found the battery had failed and replaced it with customer authorization. Regarding the brakes, we found the underside of the vehicle to be in exceptionally bad shape. It appeared the brakes had not been used in sometime and they were extremely rusted.
     In reviewing the repair history for this vehicle, it was evident that the vehicle had never been serviced by my service department. Additionally, the vehicle has ******* miles on it. The Carfax on the vehicle shows the last service at a Valvoline facility for an oil change. The mileage at that time was *******, the date was 08/30/2022. So, the vehicle traveled about **** miles in 10 months. This shows that the vehicle was sitting stagnant which caused the excessive rust on the brakes and underside of the vehicle.
     After the initial brake inspection, we found the rotors were extremely rusted and worn, the brake pads were yellow (see the attached MPI (Multi-Point Inspection card)), and the calipers were seized. At this point, we did not have a leaking line. However,with the amount of issues already present, you could not firmly press the brake pedal at all. Without being able to press the brake pedal, you cannot pressurize the system and test the lines.
     Once we made the initial base brake repairs, we performed a test drive. At that point when we could properly apply the brakes, one of the rusted lines burst. Again, see the attached picture of the failed line. From there, we called the customer and informed them of the additional repair. They declined it and out of good faith,we agreed to replace it free of charge. We feel that there is nothing more we could do for this customer at this time. We clearly communicated with them on the repair process, and informed them when additional repairs were necessary. Copeland Toyota has been in business for 50 plus years and we take pride in upholding our commitment  to quality services and fair practices. 

  We have agreed to replace the brake line free of charge.  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The vehicle was paid on December 12th 2022 and payment was processed on Dec. 17th. The dealer processed the *** insurance cancellation, Ive requested a tire and wheel policy cancellation as of Dec. 16th 2022 and follow up with calls on Jan 19th, Feb 9th, 28th, March 14th, 16th, 22nd, 24th, 28th and text messages. Every time I was told that the policy had been cancelled and promised to be emailed proof of it the same day or the next morning after every call to no avail. ******************************* (finance ****** who sold me the policy told me it had been taking care of because it was all electronically sent and his boss took care of it but Allstate customer service sent proof that the policy was and is still active. ******** assured me the process took about 3-4 weeks but it had now been 4 months and nothing has been done but the lies and the stress over it keep amounting. During that period of time he has sent me to voicemail more times than I can count, the times I was able to speak to him or the secretary in his department (listed above) I was told boss is on vacation but when he gets back *** get the proof of cancellation, it was done and I thought i sent you the papers and it has been taking care of *** look into it and I will call you back but he never calls and policy is still active. Legal from my current lender has also reached out but has received no answer. It was the recommendation of Allstate to initiate the process myself based on the reluctance of the dealership to follow through on the request to ensure it is taking care of. Ive waited over 4 months since the vehicle was paid off for this policy to be terminated and cannot wait any longer. Originally I had requested 2 policies ************** paint & fabric) to be terminated however the dealership finance rep failed to disclose that the pain and fabric policy was not cancelable. This business should monitor compliance from their staff to insure this type of information isnt withheld from customers.

  

  Business response

  04/21/2023

  To BBB - I have attached 4 pages of backup.  Page 1 and 2 is the proof of the Gap cancellation that ****************** references in the beginning of the letter.  Page 3 illustrates the tire and wheel policy was cancelled on 12/16/2022 (see circled date).  We have contacted our representative at All-State and they acknowledge we cancelled the policy on 12/16/2022 and for some reason it did not go through.  They have pushed it through today and the cancellation refund should come to us within a few weeks.  Upon receipt of the funds, we will cut ****************** her refund.  The procedure of discussing products with client is fairly standard and i believe ****************** was notified that Paint and Fab was not cancelable.  

  Thanks 

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

  CFO

  Copeland Auto Group

  Customer response

  04/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   
  
  As of 04/13/2023 there had been no cancellation process initiated by the dealership regarding the wheel and tire policy. Allstate rep stated that theyve attempted to contact the dealer as did I unsuccessfully therefore recommending me to initiate the process myself, which is the only policy Im referencing on this complaint. ******************************* (financial rep for the dealer) did not return calls, follow up nor emailed copy of w&t policy cancellation as promised; based on the insurance company requirements the dealer and the customer must sing the cancellation form in order to pieces however i have not been called by the dealer to sing any documentation. Based on contradictory information over 4 month period of calls since cancellation was requested, Im asking for copies of such documentation for our records. 
  

  In regard to their standard policy disclosure, even though this may be the expectation, it was definitely not the case with the financial agent handling the loan at the time. After attempting to speak to a manager during this 4 month period, I was simply bounced around only to be transferred to the same financial agents voicemail which reflects on the poor internal compliance monitoring. 
  

  The fact that took over 4 months of neglect, discrimination, unsuccessful calls and a formal complaint to finally get an answer is absolutely unacceptable! If they had been on top of of as they claimed this should have been resolved in the 3-4 week period not 4+ months, I am appalled over their demeanor, no customer deserves to be treated like this. 

   

  Regards,

  ******

   

   

  

  Business response

  04/27/2023

  ****************** complaint has been resolved.  As detailed in my first response, there was a glitch in All-state system when ****************** cancelled the products.  We have corrected the issues with All-State and ********************** refund for the cancelled product is on its way...

  Thanks 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a steady escalation of lies and gaslighting happening from Copeland Toyota since I brought my car in to recheck brake work done/or not done by Boch Toyota. I went and did work with them on 6/13/22 *******, 9/17/22 *******, 12/20/22 *******, Reinspection of work 12/20/22 ******* Rework at 11/23/22, ******* and 12/20/22 *******. They have been found by both ******** Tire 1/7/23 *******, but also ******* Toyota 1/16/23 ******* to not have done most of the work but also have damaged my car further than initially suspected on 12/20/22 by driving the vehicle against my wishes, the wishes of technicians, and AAA resulting in a timing cover gasket leak that will cost almost $2,000 to repair. They also overcharged me over $100 dollars for an alternator at that time while covering up a low oil issue that would have seized my engine. They are now a month later trying to blame Boch for them (Copeland) not doing requested oil change at 125k, nor any multipoint inspection, nor any proper topping off of fluids at any time between 6/13/22 and 12/20/22.I am asking for a partial coverage of that repair, as well as the reimbursement for the repairs/maintenance not done properly or not done at all are as follows:-Transmission flush -Clean & adjust rear drum brakes possibly more -Brake Flush -Reimbursement for over charged price on Alternator I have given them multiple attempts to repair or remedy these issues as well as basically begged them for documentation for the aforementioned brake issue which they will not provide, nor will they provide any documentation on customer notes or service notes to flesh out a better history of this escalation of deceitful behavior. Including but not limited to gaslighting, lying, withholding information, price gouging, and possibly sabotage. Their defense a combination of ignorance, beratement, and distraction towards Boch.Attached is a longer version of the complaint as well I will follow up with an email with reference to this.

  

  Business response

  01/30/2023

  
  We had the customer bring the 2013 corolla (******* miles)so we could inspect. We sat with ************ and his wife and went over each of his issues.
  Everything that was brought up just didnt make sense, *********** stated he had an incorrect alternator installed elsewhere and then towed the vehicle here.
  We did start the vehicle to drive in the shop. He then stated we caused the front engine cover to leak oil. I looked at the car and the leak appear to be from an oil pressure sensor on the back side of the front cover, not even close to where the alternator mounts.
  I had the technician clean and add oil dye and instructed the customer to return in a few days and I would recheck for a leak.(did not charge customer)
  ********************** did refund $454.56 the cost of transmission service as well as the rear brake adjustment for customer satisfaction.  
  

  We have done everything possible to meet this customers expectations.  

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

  Parts and Service Director 

  Customer response

  01/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  
  We went through everything we could without any paperwork on hand or a timeline, sorry if it didn't "add up" as we were not prepared to be ambushed. I gave the timeline of events with the documents processed with this BBB office that should have been read and taken into process of further context if they felt our story was vague. Where they literally jumped back and forth from one issue to next skipping timelines and jumping in-between and back. We were only prepared to pick up paperwork and show vehicle with our supervision as agreed upon. None of those expectations were met, nor explained why they all changed.
  
  I am dealing with an oil leak resulting of non-maintenance of the vehicle and multiple missed opportunities to fix other issues on top of this. None of their story added up, nor any of the issues from that meeting were addressed, they actually caused more. They did not address the rotor warranty the voided, not the reason why the rear rotors were replaced, nor why they still will not provide any paperwork of why the catastrophic event happened. They have also done nothing to address the oil leak just stated that it was in a different area in this statement, but in person they said they could not locate the leak for over an hour. Which story is it at this point?
  
  I set reasonable expectations, was given concessions by Copelands behalf and none were met. I am in fear of my engine's future because of gross negligence, and they only have finger pointing. Professionalism is and has always been the issue of concern.

  The alternator is like the bottom of the list of concern in this matter, and I did not use it once it was found not to fit. The only part of that concern if that being driven by Copeland caused the leak which they refused for us to inspect, on top of again not letting us see any part of the car being out of site for over an hour and half. We came in with the car towed in and again gave strict instructions to not drive the vehicle because of the oil being so extremely low. 
  
  The only part that didn't make sense is there is multiple line requests to do maintenance per plan and that the plan for Toyota everywhere we checked even across the state says that oil should have been changed every 5k miles. ****** nothing has been addressed by Copeland (beyond a partial reimbursement after having multiple other shops dispute them) and expectations for closure of case not met just partially done. There is no plan for oil leak, there is no plan for reimbursement for other maintenance they did incorrectly there is no plan to check rotors or explain why they weren't covered by warranty or that they charged for work not done in rear rotors. etc. 

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  02/02/2023

  As stated in our first response, we have refunded them money.  We have tested their oil leak (that we did not cause).  We have done everything we can at this point.  

  Thank you

  Customer response

  02/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  (Unresolved)
  Copeland now agrees with ******* Toyotas assessment of the oil leak that has come about after their cleared inspection 9/17/22 and contradicted their previous statement on 1/30/23 to BBB where they said that I was somehow directly correlating the alternator to the oil leak, and that it was not that area. I was not, that was indirect, the direct would be driving the vehicle multiple times turning on and off the vehicle each time to start it up on extremely low oil. The same low oil that they said would seized my engine if I drove it anymore, yet somehow they didn't do damage while they drove it multiple times on that same amount of oil. The damage is evident in the leak. We just do not know how bad it is until we take apart the cover and assess the complete area. Again I want 60% coverage of that and the resulting damage ... I might need a whole new engine because they routinely have ignored any input, suggestions or requests for basic maintenance, even just to not drive it. This being the most grievous as I might need a whole new engine. (still waiting on copeland for their estimate from when they actually decided to agree ******* 2/2/23) *******'s low end estimate is ********, internet searches saying after a point it is cheaper to replace the engine.
  
  (Unresolved)
  The other end of this is we found the original squeak and failure and it was not the rotors, it was not the calipers, it was the rear drum brake system and its back plate. 2/2/23, 12/20/22, 11/22/22, 6/13/22 they serviced those areas in a way to negate the sound and hide the original culprit. ******** did note the need 1/7/23, but did not know how bad it was because of the coverup and even during the rework by ******* 1/16/23 although, I possibly unwittingly led them to not fully assess the rear drums fully by telling them what Copeland did to make the sound go away. I have not found out how much that will require, nor if it is a repair under warranty (still waiting to hear back from Copeland on their estimate(s) when they finally agreed 2/2/23) (******* will be making two drastically different estimates based on how bad it is once opened but have not received those). 
  
  (Partially resolved)
  To this point they have done the minimum, nay, one thing minimally. They covered their end of me having to redo 2 out of 3 repairs I needed to do immediately. Why do I say this?  The repair to correct it and fully flush the transmission to get rid of the "paste" because they used either the wrong type of fluid or the wrong amount, cost $461.83 alone. The brake correction being another $165.84 or total after discount $586.28. That was not including the brake line fluid that still needs to be addressed. Copeland is either genius enough to cover up the brakes, incorrectly designate the oil leak,to later correct it after thinking that our BBB case was closed; or unprofessional enough in being unable to diagnose those issues. They saw the car 8 times in 8 months, 3 or more times seeing it specifically for the brakes as the lone problem, they also did no warranty replacement of the parts they instead artificially shortened their lives by shaving the rotors down which is yet another devaluation of my car and repairs made during this period. I would like a partial value of those rotors to be assessed as well as they are warranty voided and devalued because of their incorrect repair.
  
  (Unresolved)
  These other repairs can be anywhere from a minimum of $******** to more than $3,500 and that's just for the engine replacement alone, and that is not calculating in the drum brake system which also is overworked and needs to be addressed. They still have not covered any rentals so a ******, more complete inspection can be made. The engine could be just minorly damaged at this point, but they are fully pressing on the idea of us being a one car family and using that to dismiss us. We plan on changing this soon but they are the ones holding us back from doing so as we cannot risk the one car we have, nor try to trade it in at the state it is in (which wasn't our plan). I will cite that the last time I was there they told me, contacting BBB as a means to assist me as "BS" that "I should be fine with the $500". They then proceeded to give me no time to pick up my son from school. Taking over 2 hours, to again check brakes, check oil, and again not bringing me in to assess anything with them at this event, or the previous. This is just further attesting to their refusal to be professional at any time in these 8 months. 
  
  (Unresolved)
  I still have not received any of their customer notes nor technician notes as well.
  
  So to sum it up they haven't done much, they just did close to the minimum on the work I had to do immediately. The engine is still a high priority issue. I have to do so much more because of them either covering up or their inability to diagnose anything else. If they feel they have done everything that they can by leaving a customer with so many unresolved issues, their standards are horribly low.  
  

  
  

   

   

  

  Business response

  02/17/2023

  
     Thank you for your response. I want to make it clear that we have been attempting to work with this customer, and so far have been unable to resolve his concerns to his satisfaction. Regarding the comments made towards *******, we want to clarify that we (Copeland Toyota) did not agree or disagree with *******. We do not find it appropriate to condemn the work of another dealership, or comment on it. When a customer comes in with concerns of work quality performed at another dealership, we recommend they return to them.
  
     Regarding the time line and the more recent work we performed on the vehicle, please see below:
  
  2/2 We performed a no cost oil leak inspection. We found a small leak unrelated to any work previously performed.We also inspected the brakes and found the noise the customer is concerned about coming from the rear brakes. The cost of this diagnosis and inspection was zero to the customer.
  
  1/23 We added oil dye to the car to see if we could find a leak as there was not an obvious one. We advised them to return in a few weeks to see if we could locate a leak. Again, no charge to the customer.
  
  12/19 We replaced an alternator on the car as it was not charging. The customer had the alternator replaced at another dealership/auto repair facility. The alternator was the incorrect size and was causing the belt to squeal loudly. We installed the correct alternator and the vehicle was returned to the customer with no further issues.
  
  11/22 We performed a brake inspection.However, we were not able to duplicate the concern and we did not charge the customer.
  
     As you can see by our timeline and notes, the only time we charged the customer is when we repaired their alternator. Again, this was a repair incorrectly performed at another dealership/repair facility. In good faith we gave this customer $500.00 back to cover previous work they were dissatisfied with. This money covered a transmission flush he previously had us perform.
  
     There are zero indicators noting that engine replacement could be needed at this time. The last time the vehicle was in for service (2/2) the engine drove normally. The car can be driven and there were no warning lights or evidence to support an engine replacement being necessary. The repairs we made did not affect or cause an oil leak on the engine regardless of how small the leak is.
     We have made all reasonable attempts to repair this customers vehicle and we have also refunded them over $500.00 towards previously made repairs. 

  Customer response

  02/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ****** the ************ leak dye and secondary inspection after was done to try to disprove and place the leak was at, a different section of the car at a lower cost to fix. They tried for over two hours to get that result that day and failed, making me have to come back on 2/2. They finally found both long standing issues I had other dealerships and shops back up Now my assessment of needing a full engine replacement is based on many professional message boards, the technicians I spoke with and frankly the costs to repair. The timing belt case is a very costly endeavor and at that point it can be cheaper to replace the whole engine depending on the overall damage done. Despite Copeland assessing I can go with them to check the shop and go over each repair since January that has yet to transpire. They remain adamant that running the car with no oil with a misfitting alternator both reasons why I told them not to run the car. Which they did multiple times to get the car from the lot to the ******** and for at least another hour after getting it into the bay to try to get the incorrect alternator to fit. Aftermarket parts are not great fits. Now again I have to restate they have only covered what I already had to repair and not what I have to repair after not only the alternator issue but also the rotors which are only 10k miles old and were shaved down 1/4 and are out of warranty because they shaved them instead of replacing them when they couldn't duplicate what we duplicated not only in video but also in their shop. On top of this I have the estimated repair costs for the back drum brakes that Copeland suggested to oil (to again cover up) their bad work and not resolve their bad work. The timing cover gasket issue is something that can kill my engine and them running my car on little to no oil and with a vibrating squealing alternator is both their faults of not listening to me at any point to what multiple parties including AAA assessed with little to no time to look at the car. They saw the oil was low, don't run it. Common sense could have been used by their staff at any point. Never mind almost all work done previously needs to be redone, around 70-80% in about 9 thousand miles. ****** Copeland's assessment is if I drove the car about a mile with that low amount of oil would have been catastrophic but them running the car on that same low amount of oil and moving around the misfitting alternator (which I told them not to do and to just put in the Toyota branded one) on the other side of the timing case for over an hour couldn't have done a thing. Never mind it ran for months without an oil change I asked for, nor was topped off but they won't provide me notes detailing that.
  
  I am looking at the rotors to be redone costing **** (without labor) dollars (done 6/23 21k miles, to fix the back drum brakes **** to **** dollars depending on parts (same day and milage as rotors) that is just to redo their work properly. that they couldn't diagnose for months and refused to admit to and decided instead to cover up with oil which reduced the sound. The whole system might be shot.
  
  That is before the 1800-2300+ costs to the damaged timing chain area none of which they have let me inspect or assess as they promised when they have last contacted me on phone January 21st. So, I am not satisfied that in 9k miles of servicing by Copeland none of their work held up and I have a leak that could cost me more than a full engine replacement.

  I am looking at a minimum of roughly ***** to ***** (or more) dollars on their inability to listen, *****, to warranty replacement, communicate, do the correct repairs the first time or just be honest at any point they lack basic professionalism. 
  
  Also still waiting for customer service notes, technician notes from any dates I was seen. Nor have had any time with their technicians with my car on a lift with any of their parts put in, removed to be inspected like promised by ******* on that that last call in January. Nor are any estimated from my last visit in February have been sent when they did not listen to me about my return time needed. 
  
  So, no the $500 dollars for work already done, which the check isn't for. Is not going to fix the ongoing documented problems from their inability to do the work right in the first, second, third, or fourth time trying to deal with them. Nor my timing case issue.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  12/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on november 11 2022 i put my car in the shop for what they said was a *****************. was told it would be around a thousand dollars. 2 days later they called me up and said they broke a bolt and i had to pay around **** more because they broke a bolt and they would have to brake another one to get to my axel seal

  

  Business response

  12/14/2022

  Mr. *********** brought his 2013 Toyota Venza with ******* miles into the shop requesting us to check is axle seals.  We found the left front axle seal with a very slight seeping.  Both the rear differential seals and pinion seal are leaking.  We recommend new seals for rear ***************** fluid.  When the rear knuckles were removed to remove axles, bolts broke in lower bushings.  Bushings are part of the knuckles.  We replaced the knuckles and wheel bearings. 

  It was also noted that while removing driveshaft for pinion seal replacement, we noticed u-joint wearing out and *****.  Will need to be replaced in the future.  

  The vehicle is 9 years old with ******* miles.  The vehicle has noted rust.  Mr *********** requested us to complete the repair.  The bolts breaking was due to the rusting of the bolts to the assembly.  

  Please let me know if you have any questions.  

  Customer response

  12/15/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They are lying.i brought my car in there for an oil change and tires and they told me i had a leak,then they told me they broke my bolts and said I had to pay.i think they lied about everything.this is not satisfying and I reject this 

  

  Business response

  12/19/2022

  Here at Copeland Toyota, we do not lie.  Mr. *********** did come in for an oil change.  As with any service visit, we complete a Multi-point Inspection (***).  The *** showed both rear axle seals had severe leaking.  We provided Mr. *********** with our findings and he choose to set up an appointment to fix his car.  As stated in our first response, Mr *********** vehicle was a ********** with $133,420 miles at time of the  ***.  The car has rust and corrosion.   While repairing the vehicle per Mr. *********** request, a rusted bolt broke.  When you are fixing items with rust and corrosion - you can run into issues.  For example - you request someone to paint your house and they give you a quote.  while preparing you house for paint, they find some wood that is rotten.  You need to fix the rotten wood before finishing the paint job.  The expense of fixing the rotten wood would lie with the owner of the house (or in this case the owner of the house).    

  Customer response

  12/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]I am not satisfied because after they broke the bolt they said that they were going to have to brake the other one to. Who does that each bolt cost me around ****. What am I supposed to do,  I need my car and they knew that 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  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. ↩