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:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an oil change done on 9/15/23. I purchased the car from them on 10/25/19, and was told by sales during the price negotiations that oil changes were $39.95 for the life of the car. I took my car back to them for oil changes 8 times and was only charged the proper $39.95 the first time. Every subsequent time, I had to correct them on the price. They would look at my records and apologize for the confusion and correct it to the $39.95.I took my car back on 9/15/23 and was told that the oil change costs $53.95. I corrected him and said it was $39.95. He disagreed and looked through my old invoices that were never corrected to the right price. I showed him my credit card statement for the last oil change and it showed I paid $39.95. He wanted to see my other statements to look for additional charges. Then he just told me that I should never have gotten oil changes for $39.95. I said again that I have always paid that for my oil changes and I was told by sales when I bought the car that oil changes were $39.95, and that was a big part of the reason I bought the car from them. He said there was nothing he could do and the oil change was $53.95. I had them do the oil change because I had already driven 2.5 hours to get there to have them do the oil change, which I was told on the phone while scheduling the appointment that it would be the same price as last time, and was charged $53.95.I am very dissatisfied with Maple ********** *************** It feels like a bait and switch because on top of them going back on telling me that oil changes were $39.95 for life, they also said that the $39.95 oil change was conventional oil only. There is no factory approved conventional oil for my car. A big reason I take it to the dealer is to make sure the factory approved oil is used in the car. Then they allude to the fact that there is a chance that I have been getting unapproved oil for my vehicle based on the price I have been paying.

  

  Business Response

  Date: 09/21/2023

  If the customer has anything in writing that states he was told this, I will reimburse him. We have had synthetic oil changes at $53.95 since 2014 and that is the signage I have at all sales desks and on all websites. If the customer was told something different, I have NO idea where that came from. VIP Pricing has been $13.95 conventional and $53.95 Synthetic for any vehicle purchased in 2014 or later. Prior to purchases in 2014 ************* changes were $39.95. We use purchase date to determine eligibility of pricing. Since this vehicle was purchased in 2019, 5 years after that change, there is no way a commitment for that price was made. 

   

  Again, if the customer has anything in writing, I will honor it. Otherwise, the policy stands. 

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20632542
  
  I am rejecting this response because: I did not purchase my car in 2019, I purchased it in 2017. I did not have anyway of knowing of their previous deal of $39.95 for an oil change prior to this date as I did not purchase a vehicle from them until 2017. I am happy to provide bank statements showing that until September 2023, I have only ever paid $39.95 for an oil change which was a factor in me purchasing the vehicle. Each time I call to make an appointment I am continuously told over the phone that the $39.95 would be the price I am charged and that offer remained for the life of the vehicle but after the oil change is complete the service department tells me the price is higher. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/27/2023

  Again, if there is anything in writing, I will honor a commitment made by your salesperson (even if they did, they did so in error). If you do not have anything to show this, I have to go by our company policy and how it stands. I apologize for the inconvenience. While I appreciate that you have paid that amount historically, you never should have been receiving it at that price. VIP ************* Changes have been $53.95 since 2014. 

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20632542
  
  I am rejecting this response because: Verbal contracts are still legally binding. Again, there would be no way of me knowing about the $39.95 price unless I was told by the salesperson. It was also further enforced multiple other times when I called to set up my oil change appointments. Every call I made to service to schedule an oil change appointment on your recorded lines I would confirm that the oil change price would be $39.95. Every time the service schedulers would confirm the $39.95 price.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/16/2023

  The consumer has failed to provide any further evidence since the initial post. I have nothing further to respond to. 

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an extended bumper to bumper warranty with no deductible, but dealer insists that any complaint is subject to inspection charge. This includes obvious problems and safety concerns, such as a seat belt that doesnt fasten correctly, brake pedal travel nearly to the floor, a symphony of rattles when running, squeaking blower motor. What is the point of a warranty when Im immediately confronted with a fee to determine if a bumper to bumper covered item is covered? Further, the service department expresses no empathy when I cite malfunctioning seatbelts, only presents the need for me to agree to fees before they will even look at the problem. I would simply like for defects to be repaired under the warranty I paid for, without the obstacle of additional fees.

  

  Business Response

  Date: 09/15/2022

  ************** spent time with our Service Manager, ***************************, right after submitting this complaint. It was our understanding, from him, that he was going to remove it. If he has concerns that were not handled that day, and needs additional follow up, please let us know.