Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tell Lia and ******* to stop mailing these so-called vehicle service contract offers to our house. This sounds like a marketing scam. My mother called the number last August and was talked into buying a service contract by a so-called rep, but the rep from dealership sales denied by phone that they sell such contracts, to me. He was blunt about it and told me to visit the dealership and show it to him (I didn't). The contract would not have paid for the $4000 leaking sunroof repair service performed by dealership service that month on her 2018 *** **

  

  Business response

  02/14/2025

  We apologize for the repetitiveness of the campaigns, and you have been removed from our lists. Eighty percent of our client base takes advantage of these great offers. If you have any questions or anything else I can assist with, please reach out to me. John V****General ManagerLia Toyota of Rockland###-###-####******************

• Initial Complaint

  02/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have brought my car to ******* 7 times because my car with 90000 is burning oil. They are now telling me I have to check my oil every 500 miles and add oil. My car is a 2018 and this issue has been going on for months. I have had to bring my car there every 1000 miles to have them check oil and add it. Now they are saying it is normal to burn 1.4 quarts of oil every 1500 Miles. My car is under warranty and I would like my car fixed.

  

  Business response

  02/06/2025

  ********* process is to a complete an oil consumption test. It includes starting with a fresh oil change and having the customer return in 1k miles. We then check the oil level, and if it's under 1qt burned, it is deemed normal and is within the acceptable range according to manufacture. If it is over 1qt in 1k miles, we then go to ******* for approval for either a combustion chamber cleaning which is step 1, and step 2 would be an engine replacement.  Her history is as follows:09/06/24 at 85027 miles -oil change performed and consumption test started09/20/24 at 85879 miles - added .5 qts in 852 miles - within normal range10/07/24 at 86917 miles - added .8 qts in 1,038 miles - within normal range11/11/24 at 87921 miles - add 1.6 qts in 1,004 miles and performed combustion chamber cleaning procedure under warranty 12/19/24 at 88955 miles - added .4 qts in 1,034 miles - within normal range02/4/25 at 90809 miles - added 1.4 qts in 1,854 miles - within normal range and performed oil change to start consumption test again.  Prior to adding on the oil change on this last visit, the husband had declined it. We topped off the oil and advised to check the level every 500 miles as a precaution. It's good practice in a general sense also. The wife, Tina, then called to approve and add the oil change on the repair order and was told to come back in 1k miles to have an inspection done.  At this time, we cannot confirm an excessive rate of oil consumption with the above findings. They have to burn over 1 qt in 1k miles in order to submit a prior approval for an engine replacement. We are following manufacturer guidelines. Any customer has to follow the same structure. If there's any more questions you need answered, feel free to let me know!   Best,Melissa M****Service ManagerLia ******* of Enfield###-###-####

• Initial Complaint

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction Date 1/10/2025 I noticed that $299 ******* *** ****) was listed as a charged on my agreement. I did not know i was being charged for that product. I was never asked or told about vin etch. I tried contacting the Financial Manger that handled the deal 4 times. 2 through email. One through phone (I left message), and 1 time in person and he was off for that day. He still has not reached out to me and it's been almost 2 weeks. Very dissapointing.

  

  Business response

  01/24/2025

  Attached is the documentation that was signed approving the purchase of the ****** *** ****. We can cancel the coverage if it’s no longer wanted. 

  Added to response:

  I CALLED THIS PERSON AND REMINDED HIM THAT WE SPOKE ABOUT THE SECURITY GUARD $299 WHICH WE TOOK OFF THE SALE PRICE OF THE CAR TO KEEP SAME PAYMENT SO HE DID NOT ACTUALLY PAY FOR IT.
  Sincerely, 
  George M**********
  General Manager
  Lia Honda of Albany
  ************ *****

  Customer response

  01/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  This is my fault for not carefully reviewing document. It still doesn't change the fact that when I reached out to the financed manager to clarify this issue. The finance manager ignored my concern. I would have never filed a compliant if I received a response. It still doesn't change the fact that there was no conversation about vin etch. I was told I don't need vin etch on catalytic converter because EV doesn't have a catalytic convertor. So to see a charge for something called vin etch raised concern. I will assume I will be told that's different. Back to my point.

  When you just following the Finance Manager instructions to sign, where he tells you, while scrolling through the contract on a tablet and listening to what he tells you. Versus reading what was being bypassed was my mistake.  I was fully aware of the $500 additional charge which I was agreeing to. Which was explained.  I was wrong for over looking that additional charge which should have been pointed out by the finance manger like all the other things that get pointed out while scrolling through contract on a tablet.

  If I was aware of my choices, I would not have wanted to purchase that item for an additional $299. I understand that it's being said that I was not being charged for that item. But at the same time I can't confirm it from the contract. The numbers get adjusted to fit the situation. Telling me it was taken off the sells price means nothing if it can't be proven and that's the issue I face. The purchase price on contract I believe is not the original purchase price, printed on the contract and that's where things get distorted. So, telling me I wasn't charged for it, is hard to fact check on my end.

  So All I can do is just learn from this experience of leasing a car. All I have to left to say is when a customer is ask a question. That question should be answered and not ignored especially a customer that paid for a product. If ignoring your customers questions is what LIA Honda practices. Then that's a horrible thing to practices. 

  Regards,
  **** *****

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/18/2024 Lia Honda of Albany Went in for A12 maintenance and NYS inspection. Labor was ~$80 more than the parts. I saw my car not being looked at for a good chunk of that time. Service rep said that I failed inspection due to rotors and brake pads needing be replaced. I put the rep on the phone with a mechanic in my family and he told my family member that it was because of a rusted rotor.. I am not knowledgeable about cars and was approached with a $630 estimate for replacing rotors and brake pads. I thought it seemed suspicious as my car does not show signs of worn brakes or malfunctioning rotors when I drive. Plus I only have ~24k miles on my car. I brought my car into a mechanic after it was decided I don’t want to do that service. The mechanic did not see any issue with my rotor or my brake pads. Additionally, the service rep had my inspection sticker removed (albeit it was expired) and didn’t give me the standard 10 day temporary inspection sticker. They gave me a slip of paper that said my failed inspection report will be reported to DMV within 24 hours. Lia Honda of Albany preys on individuals who seem ignorant about cars. I will also say I was a lone female going into this service appointment, as I thought it was just going to be normal routine maintenance. I brought my car into another Honda dealership earlier this year and they mentioned zero things about rusted rotor or me needing brake pads. Additionally, I do not use my car that often (hence ~24k miles in 4.5 years). I believe this Honda has shady business practices and I am disappointed that I can’t even trust a dealership to do right by their customers.

  

  Business response

  12/12/2024

  The issue with the brakes is the inner pads are seized in the holders causing the inner brake pad not to contact the rotor properly, this causes bands of rust in the inner side of the rotor where the brake pad contacts the rotor. When the brake pad doesn’t fully contact the rotor the braking capability is compromised and that fails New York State Inspection Laws. In regard to the ten-day permit New York State eliminated that program many years ago, as for the sticker being removed if the sticker is expired at the time of the inspection the law states the sticker must be removed. I invite you to stop in with the vehicle during our normal business hours and I will be happy to go through our findings with you directly. Please contact me directly if you have any questions.  John K****Lia Honda of Albany###-###-####

  

  Business response

  12/12/2024

  The issue with the brakes is the inner pads are seized in the holders causing the inner brake pad not to contact the rotor properly, this causes bands of rust in the inner side of the rotor where the brake pad contacts the rotor. When the brake pad doesn’t fully contact the rotor the braking capability is compromised and that fails New York State Inspection Laws. In regard to the ten-day permit New York State eliminated that program many years ago, as for the sticker being removed if the sticker is expired at the time of the inspection the law states the sticker must be removed. I invite you to stop in with the vehicle during our normal business hours and I will be happy to go through our findings with you directly. Please contact me directly if you have any questions.  John K****Lia Honda of Albany###-###-#### ext. **********************

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ex husband was awarded our car in our divorce proceedings. When we divorced, I took the car off my insurance. He traded the car in for a new car in Albany, NY (I live in MD) and never returned the tags. The state of MD assumed that this uninsured vehicle was still on the road and has wracked up a bill of $1783 against me. I’ve reached out to Lia ******* for a copy of the bill of sale 4 times in 4 days and they will not return my call. I’ve been promised by the receptionist that they would do so in a matter of time and they STILL would not call. The last time I spoke to her she said someone would return my call in 5 minutes. 45 minutes later still no call. I do not know what to do because I cannot register MY car without eradicating this debt and I do not have the financial resources to do that. I do not have my ex husband’s contact info.

  Customer response

  11/15/2024

  Hello! Thank you for responding to my complaint. ***** ********, my ex-husband purchased a new car at Lia ******* on or around 10/26/22- that I can say with 100% certainty. I cannot verify 100% that he traded in his old ******* there but I made that logical assumption as he purchased a new *******. It was in relatively good condition when he left. The VIN number is *****************, MD tag #*******, 2011 Red ******* ******I've attached verification that I was the purchaser, and some divorce documents that indicate that he became sole owner at the time of our divorce. Please let me know if there is anything else I can do to facilitate this. I appreciate the support. I cannot register my car without this fine being eradicated. Thanks you in advance. 

  

  Business response

  12/03/2024

  Please see text below between customer and Anthony, Anthony took care of her issue and the customer responded back saying “thank you” and she is all set now.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I brought my vehicle to Lia ****** at 2120 Cental Ave Albany Ny for a NYS inspection. I was informed that my inspection failed for front window tint. It was confirmed in a ****** review it was failed for my window tint being 30% however in 2017 NYS DMV enacted Section 375 (12-a) of the NYS Vehicle and Traffic Law which states The windshield and front side windows cannot block more than 30% of the light. With the owner confirming my tint was at 30% I was within the standard for a NYS inspection. Please see the ****** review confirming my tint was 30%. “Thank you for your review. I looked into your tint. The tint on the meter was at 30% which fails NYS inspection. Florida, where the car was purchased, has different tint laws. For your brakes, they were yellow to let you know they will need to be changed soon. ******'s specs say if brake pads are at 5mm to 4mm they are considered a caution and should be done soon. Everything we do at this dealership has videos and we are completely transparent of any recommended repairs. We would never scam anyone and stand behind all our work. Rick G***** Service Director Lia ****** of Colonie ###-###-#### ******************** In addition it was recommended I get an extra $2,000 worth of service when I was there for an oil change. The elderly lady behind me went in for a tire sensor and was recommended to get $1,300 worth of service completed.

  

  Business response

  11/07/2024

  This is response to the BBB complaint # ********. On Nov 4th , 2024, Ms. ****** came into Lia ****** of Colonie. We performed a New York State inspection. Part of the New York State inspection is the tint cannot be below 70% on the meter. The meter was at 30% visibility, which is more than double legal limit. We also recommended some preventive maintenance, which is the customer's choice. We always let customers know the condition of brakes and tires. We did not do anything out of the ordinary. We did perform the New York State inspection and performed it correctly. Vehicle did fail for tint. It is our responsibility to let the customer know what a car needs to prevent costly repairs in the future. I do not feel I should have to refund for an inspection we performed properly. If vehicle tint is removed we will be happy to reinspect vehicle at no charge for customer satisfaction.

   

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came into Brewster Honda on 6/1 to discuss options to get into a new passport lease. My current 2021 passport lease was set to expire on 6/12. I decided to go ahead with a new 2024 passport lease and was told the car would be in on 6/13. 6/13 came and went and over the next week, no one knew where the car was or when it was coming in. I was then driving in a car with an expired registration. I explained that I would be going out of town for the week and did not want to drive an unregistered vehicle. Honda set me up with a loaner car on 6/21 and I also turned in my 2021 passport lease on the same day. 6/28 my new 2024 passport lease was finally on the lot and ready to pick up. I had agreed previously to putting down $2000 and had put down a $500 deposit on 6/4. When I met with Chris in finance to sign the lease agreement on 6/28 I was told I would owe $3509. There was never a discussion that my down payment was actually $4000. I was also charged the extra mileage from 6/1-6/21 that accrued when Honda still had no car for me and had no idea where or when the car would arrive, which then increased my monthly car payment from what was originally agreed upon. On 7/16 I received a phone call from ***** ********* that I have not returned the 2021 passport and there was no record that I was now the owner of a 2024 and no where to make a payment. I contact Honda of Lia with no response for over a month. I cc'd the GM's with no response. 8/27 the new 2024 was finally put in my name. I continue to recieve notices from ***** ********* that I owe another $2431.23 for overages on the 2021 Passport. Chris C****** from Lia has stated this is incorrect and "disconnect internal with honda" per Chris, as of 10/1. My credit score has also been effect by this due to a delinquent account. I have attached the quote when I initially went into the dealership and communication with the salesman.

  

  Business response

  10/14/2024

  We have spoken to this customer many times regarding her concerns and have made numerous calls to ******** ***** *******.  Customer received an over mileage bill before the dealership’s payment was posted.  Regarding credit, ******** ***** ******* said they have not reported anything negative to any of the three agencies, the dealership told the customer as well. This situation is between *** and the customer. From the dealership standpoint there is nothing more we can do. Thank you, Todd L****General ManagerP ###-###-####C ###-###-####*****************

  Customer response

  10/15/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have attached all the communication between myself and Lia Honda of Brewster. I was never told that this was an issue that needed to be resolved between myself and ***** ********* nor did I get much of a response if any when I reached out. I contacted ***** ********* again yesterday for the 2nd time and it appears that there were two payments made to ***** ********* by Lia Honda. The total fees was $5413.46 being reported from ***** *********. I paid a total of $4009.70 and $1000 was given from Lia Honda totally $5009.70 on 6/28/2024. ***** ********* is stating there is a remainder of $1398.00 remaining which includes $420 extra car payment, $560 in property taxes and the remainder is from the taxes on the coverage of mileage fee. One payment from Lia Honda went to the 2021 Passport Lease and the other went to my 2024 Passport lease per ***** *********. I was told that there is still an outstanding balance which I am responsible for that includes an extra car payment of $420 since my car was not returned by 6/12. However I was told on multiple occasions that I would not be responsible for an extra car payment due to the new 2024 lease not being available. I cannot resolve this issue with ***** ********* as Lia Honda of Brewster will need to clear that up with ***** ********* per ***** *********. ***** ********* requested that Lia Honda reach out to them to discuss. The case ID for the call is *********. I have also attached my ******** credit report that shows that the outstanding balance from Honda is potentially negative and is the only negative credit report I have on my report which has decreased my overall score. Please see the attached screenshot of my report.  Regards, ****** ******

  

  Business response

  10/25/2024

  Currently *** is looking into waiving the payment in question. We are also being told from *** that they have never reported anything negative to the credit bureau, and if there were property taxes assessed that the customer would be responsible for them. 
  
  Thank you, 
  
  Todd L****
  
  General Manager

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7/2, "Battery Charging Warning Light" stayed on dash along with "Start/Stop Not Working". 7/3, Car won't start, *** placed new battery, but Warning Light still on dash. Called dealership at drop off (7/8) I left a detailed note explaining everything. 7/8, called dave at dealership for status of vehicle, he said battery was fine, no diag codes pop up, and tocome get the car. I told Dave its a new battery, and asked if the "Battery Charging Warning Light" is still on? He was confused. I asked if he read my detailed note I had left?, Dave told me that he read it Saturday, but its now Monday, and his brain is gone. He said no one drove the car, they just scanned it. I called multiple times between 7/8-7/26 but got the runaround. Over the 30 days they had my vehicle, Ed (service manager) told me its the NEW *** battery, (he claimed that he had to put in a new ****** battery. yet, per Dave warning light is still coming on with this new ****** battery). Next Ed said it was a short, then its my A.C, then they had to wait for a Traveling ****** Tech to look at my car because its either my Transmission or a problem with the computer system. On 7/20 I got the GM Riley involved, he promised to look into it. no response. 7/24 Dad went to dealership and spoke with Riley, Riley promised to "comp" the new ****** battery and told Ed to leave new *** battery in car so it could be returned. No *** Battery left in car. When car was "fixed", while driving home I had a new warning on the dash, "Car Start/Stop Unavailable". Ed he assured me that its normal and that it will go away. 8/25- "Start/Stop Unavailable Warning back on dash, called Riley left a detailed VM, and requested a call back, 8/26 I emailed Riley let him know about the Warning Lights (again) on dash, requested be documented in my service records so I would not be charged another diagnostic charge. NO RESPONSE. 9/30 Emailed Riley told him I'm ready to trade in and if he could be of any assistance. NO RESPONSE.

  

  Business response

  10/16/2024

  Customer had their vehicle towed in with a concern that their vehicle was not starting and had received a battery charging issue. Our Master Technician inspected the vehicle finding that the wrong battery had been installed by ***.  We installed the correct ****** battery, as recommended by the Manufacturer, for the Customer with no charge for parts or labor in order to take care of the Customer properly.  After the new battery was properly installed the vehicle started up correctly and at every attempt.  In regard to the stop/start unavailable message on dash, we found this was due to the vehicle needing to be driven to complete drive cycle. Technician drove vehicle in order to complete they cycle and while driving he felt a surge around 40mph.  The Customer was informed of the drivability issue noticed during drive even though she did not express at time of write up. Customer agreed to further diagnostic of this drivability concern.  The Dealership provided a Rental vehicle to the Customer, at no cost, while the Technician performed the diagnostic.  The testing found there to be a misfire in cylinders 1 and 4, they were so subtle that the ECU was not setting any DTC codes to give the Technician a direct path for repair.  Per ****** our next step was to create a TAS case to get Manufacturer technical assist.  After following all steps from the TAS case it was found that the purge valve was defective and would be covered under warranty.  This included the diagnostic, replacement of the purge valve, another test drive, and confirmation that the repair was complete leaving the vehicle operating as designed by the Manufacturer.  The stop/start unavailable warning can come on for many reasons including but not limited to climate control, battery charging, etc.  This was explained to the Customer on phone when they called back about light returning in order to make them aware that there was no longer reason for concern.
  
   
  
  To conclude, Lia ****** has agreed to refund the $99 out of pocket charge & Also a refund of the *** Battery expense. 
  
   
  
   
  
  Riley J. C*******
  
  General Manager
  
   

  Customer response

  10/16/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ********* ************ Just to be clear....I drove my car to the dealership. (*** states battery put in was correct size). Start/Stop was not working before car died or after *** battery placed, OR once car was returned to me with this new ****** battery. My issue was Start/Stop continuously not working and causing my battery to die.  Rental was not offered, I asked about it and Ed said he'd have to look into it but didn't think it was likely. Kelly offered me one, 9 days later and after several unanswered calls back from Ed.                                                                                                                                                                            Car Start/Stop issue was not resolved, there are forums all over the internet regarding this issue in the 2020 ****'s, no one has any answers, the start/stop stops working and you wake up the next day to a dead battery. This happened 3x's to me in the 3 plus years I had the car. Every time this happened I had it jumped by ***, drove it to the dealership and was told that no diagnostic codes came up....but a few months later I was in the same situation. Also, the car ran the same way it did when I drove it in, as it did when I drove it out.  I appreciate the $99 service fee return, and the return of the *** battery cost. I will not return to Lia ****** as a customer.  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I traded my 2021 **** into Lia ******** on July 5th 2024. They stated they were going to pay off the lease on the **** of 19,403$. I have been contacted by ****** Financial ( Who the loan is through) telling me that Lia ******** put a stop payment on the check. I have been trying to reach out to Nick the sales manager at Lia ******** an I'm unable to get a hold of him via phone. I did go to the dealer only to be laughed at and told " A company like this would never do such a thing". Now my credit has dropped over 200 points because I technically never made the last two payments that Lia ******** was suppose to do. The have yet to give me the **** back or make it right with me.

  

  Business response

  09/10/2024

  We are looking into the matter with ****** Financial. The dealership issued a payoff check directly to ****** Financial for the payoff. ****** Financial then issued us a title which meant the vehicle was paid off in full. In the meantime, it looks like the dealership check was put on a stop payment in error and we apologize. We have since sent the title back to ****** Financial and we are working to resolve this matter and have the vehicle paid off again. The dealership will be taking care of late fees for this mistake. In response to the credit score being affected, it seems this account was already past due at the time of payoff/trade in. ****** Financial will need to address this with the consumer.  Thanks Matt P***** Multi Store General Manager Lia Auto Group 

  Customer response

  09/13/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This entire situation was handled terribly, that’s my main issue.  I was basically laughed at and told I didn’t know what I was talking about, being a multi million dollar corporation, this should have been handled professionally, now my credit is way down due to the lack of effort made by Lia ******** when I came to them.     I traded the car in before my payment, there fore I was not responsible for making it, had Lia ******** made this right and taken more time to check on something like this without me even having to come to them, like a business this large should have, it would have been paid for on time.    Regards, ********** **********

  

  Business response

  09/19/2024

  We apologize if you feel you were basically laughed at, but we are doing everything we can to rectify the situation on our end. We will supply proof of payoff.Please forward me any late charges you incur from this mistake and we will pay those as well. Regarding your credit history, that end must be taken care of between you and ****** Financial. The only part we can address and that we have is the actual date your vehicle was turned in and when the first payoff check was sent out.

  Thanks,

  Matt P*****

• Initial Complaint

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 16 I paid for a brand new 2024 ****** ******. When I went to pick it up I only received one key to the van. I was told I would get a letter in the mail then I could get the second key. I’ve called Lia ****** and was informed the letter should be here soon. After a month went by I called again and was told there is a chip shortage and it was delaying my key. I started to call the main company number ###-###-#### and again was told there is a shortage of chips but I should get a letter within a month. I have been calling them over and over again with the same answer. The letter will be sent soon. Then I could get my key. I paid over $53,000. For my van I own it outright and I still have not gotten a second key. I feel as though I am getting nowhere with ****** and now I am turning to you for help. Last June on I paid cash to ******** ****** for a 2023 brand new ******* for my son and I got two keys. I want my second key. It’s been 8 months since I purchased my van, 8 months without my second key. I am writing you to see if you can help me get my second key, my phone calls are always the same , you will get a letter soon and then you can order you key. This is wrong and I should not have to wait this long for a second key. Thank you ******* ********

  

  Business response

  07/30/2024

  We ran ******* ********’s VIN and we are able to order her a key.  We tried calling both phone numbers on file and left messages and have not heard back yet.  As soon as ******* contacts us we will be able to order her the key.

  Vincent N*****
  Sales Manager
  Lia ****** of Colonie
  

*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. ↩