Complaints

This profile includes complaints for Lia Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lia Honda Albany

  1258 Central Ave Albany, NY 12205-5201

  
• 

  Lia Toyota Colonie

  2116 Central Ave Schenectady, NY 12304-4469

  
• 

  Lia Honda Brewster

  899 Route 22 Brewster, NY 10509-1513

  
• 

  Lia Auto Group

  140 Elm St Enfield, CT 06082-3809

  
• 

  Lia Auto Group

  20 Palomba Dr Enfield, CT 06082-3802

  

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:03/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Disappointing Experience with Lia ******* of Hartford – Unresolved Overheating Issue Dear Lia ******* of Hartford, I am writing to express my extreme dissatisfaction with the service I have received at lia ******* dealership. I brought my car to them on three separate occasions due to an ongoing issue with overheating. Unfortunately, despite multiple visits, the problem remains unresolved, and my recent experience has left me both frustrated and disappointed. The first two times I brought my car in, I trusted your team to address the overheating issue. However, after the third visit, I was informed that the issue was still not fixed, and I was presented with a $1,500 charge for repairs. To make matters worse, I was told that a rubber piece was allegedly placed on my gas line – something I have no knowledge of and certainly did not do myself. The claim that the car could not have been sold to me in that condition is baffling, as I purchased the vehicle from Lia *******. It seems unreasonable to suggest that I would make alterations to the car in this way. This situation has been both time-consuming and costly, and the lack of resolution has left me questioning the competence of your service department. I trusted Lia ******* to resolve the issue, but instead, I feel as though I’ve been misled and treated unfairly. I kindly ask that you look into this matter and provide a fair resolution. I would appreciate either a refund for the charges or my car fix properly since it wasn't the first time around. January 29, 2025 first visit march 3, 2025 2nd visit and march 14 was the last visit

  

  Business Response

  Date: 03/27/2025

   After reviewing complaint # ********, I have addressed the concern(s) with the customer and resolved the issue. We agreed to the repairs to customer satisfaction at no expense to the customer. Please reach out if there are any questions and or concerns. 

  Customer Answer

  Date: 03/31/2025

  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. Everything has been fixed on the vehicle  Regards, ******* ******

• Initial Complaint

  Date:03/04/2025

  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.

  2/17/25, took my family vehicle in for an inspection and minor hose replacement. Cost 450$. Following the replacement and passed inspection the vehicle made it 5 miles down the road before the engine began misfiring and the check engine light came on. Brought the vehicle back and was told there was around 1000$ of additional work that needed to be done. When I asked why the inspection had not revealed any of this work I was told the inspection does not cover those areas. When I questioned why the vehicle had no problems with performance until AFTER Lia Honda worked on it I was told by Service Manager Steve "You go into the pantry to get a can of soup and the light turns on, five seconds later you go back into the pantry and the light is broken. These things happen." What Steve did not take into account is the lightbulb had not been professionally serviced and inspected in the interim time prior to breaking. On top of the nys inspection I paid for a hose to be replaced, because Steve warned that failure to do so could cause misfiring and a check engine light to come on. After replacing the hose those are the exact issues I had. Felt very manipulative and intentional to get me back at the dealership spending more money. In summary: My vehicle did not have a check engine light on when I brought it to Lia Honda for service. My vehicle then passed New York State inspection with no check engine light. When I drove away from the dealership the check engine light illuminated. This is confirmed by Lia Honda's own paperwork.

  

  Business Response

  Date: 04/09/2025

  I’m sorry to hear Steve didn’t meet your expectations. The New York State Inspection doesn’t have the inspector remove any engine / emission related components, for the emission portion of the inspection we connect the inspection system into the OBD II electrical connector located under the left side of the dashboard. Performing an inspection would not cause the Check Engine Light to illuminate.

   

  After you returned the vehicle to us, we performed diagnosis for the check engine light and found the wire harness connector to the EGR system located under the hood of the vehicle has been chewed by a rodent / animal, clearly connecting the inspecting system into the connector in the dashboard didn’t cause the chewed harness. As you know the repair for this is not $1000.00, that estimate was to perform the harness repair need to fix the check engine light and to adjust the valves and replace the spark plugs as needed maintenance items due by time and mileage however the plugs and valve adjust were not to repair the engine light.

   

  If you choose to have the harness repaired the estimate you were given was $169.00 and Lia Honda of Albany did not charge you to diagnose the check engine light.

   

  John K****

  Parts & Service Director

  Lia Honda of Albany

   

  Customer Answer

  Date: 04/09/2025

  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.
  Regardless of how far-fetched the scenario may be, the facts are very simple. My vehicle did not have a check engine light on when I brought it to Lia Honda for service. My vehicle then passed New York State inspection with no check engine light. When I drove away from the dealership the check engine light illuminated. This is confirmed by Lia Honda's own paperwork.

  "As I know the repair didn't cost 1000$," I did not say the repair was going to cost $1,000, I said $1,000 of additional work was recommended by Lia Honda which was not discussed during the initial inspection. The quoted price to replace the harness that I was given was $369 as opposed to the fabrication of 169$ you mentioned John.

  It is obvious that Lia Honda does not value their customers, does not value their repeat business and is only concerned with profits above the safety and wellbeing of consumers.
  Regards,
  ***** ********
  
  
  
  
  

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a used 2022 Honda Civic Friday, February 21st 2025 from Lia Honda of Williamsville location. The pressure from the get go to get this vehicle off their lot was noted by my husband and I. And we were reassured that it was because the time it was on the lot and nothing more. Test drive was fine, overall experience, the car is what we expected and needed for a family of 4. On 2/21/25, my husband, Nathan, finished the purchase of the vehicle, and was provided ****** information that the vehicle was free from dents, incidents, and mechanical issues. They also completed a "182 point inspection" on 1/13/2025. Nathan trusted this and the team that helped us with this sale. It was dark by the time he packed up the new vehicle, walked around it, and prepared for the drive home. Oh the way home he noticed the cup holder was broken, and the drivers side seatbelt was not retracting. He messaged the salesman Andy. He drove straight home that evening. The next morning we went to put our son in the car where I saw the dent and paint scraped from front passenger. This is big enough where he would have heard something hit his car if that was the case. Both Andy and Greg C******* stated this had to have happened on his way home. After repeatedly saying no, they said there's footage of Nate walking around the car and he should have noticed before he left the lot. It was dark and icy. There is a responsibility of a dealership to do what's right. Whether it be coming clean before we finished the purchase of the vehicle or at the very least not accuse Nate of wrong doing. He was in a car accident 2 weeks prior and this whole experience is extremely off-putting. The car is what it is, but it should have been disclosed to us when they were cleaning up the car and re-inspected BEFORE leaving the lot. Not ONLY on 1/13/3025. How can we trust this business we just bought a car from for the length of the loan?

  

  Business Response

  Date: 02/25/2025

  Our records indicate that the ********* family was here on Tuesday, the 18th of February test drove and placed an order on the 2022 Honda Civic. Mr. ********* came in on Friday the 21st to take delivery of the vehicle.  Monday the 24th Mr. ********* spoke with Greg C*******(sales manager at Lia Honda) about his concerns with the vehicle, Greg told him he can schedule an appointment to have the mechanical issues looked at and Lia Honda would take care of the cup holder, check the seat belt and alignment concerns he had. Mr. ********* sent a text picture of damage to the vehicle that appears to be on the right fender. Greg told him that we would look at the damage and check with all departments involved to determine if the damage was there prior to delivery.  If we find that it was an existing issue, he will check with Chris M******** ( general manager) to see what we could do to take care of it.The customer appointment is scheduled for Thursday the 27th. It appears that Greg and Lia Honda are making every effort to help this customer.Attached is an email from Mr. *********

  Customer Answer

  Date: 02/27/2025

  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. We appreciate the prompt attention to this. Andy was helpful throughout the process and we truly appreciate the communication that has been going on between my husband and Lia Honda of Williamsville. Thank you.  Regards, ****** *********   

• Initial Complaint

  Date:02/18/2025

  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 brought my 2016 ********** ******* to my ********** dealer in Enfield Ct as there was a light on the dashboard that said ACC assist was not available. I purchased an extended warranty from ********** on 1/16/2021 from the Enfield dealership. In October 2024 I brought it in to fix the problem. They replaced the right side cruise control module and calibrated cruise control sensors. When I took the car home the light came on again. I brought it back and they said they needed to order the Adaptive Cruise Control module and that it was on back order. I had called a few times inquiring about the part and when I called in January the parts employee looked deeper into it and said they are no longer making the part. I got in touch with the extended warranty company and they said they would pay for an OEM part as long as the dealership would put it in. The dealership is refusing to put the part in. Because it’s not from their normal supplier they want us to pay. I don’t know what to do next.

  

  Business Response

  Date: 02/21/2025

  Good Afternoon, 
  
  Mrs ********* is correct on the point that on 9/19/2024 we did replace the right-side cruise control module for an adaptive cruise control fault. The vehicle returned on 10/1/2024 with faults for the drive assist module and it was determined that the vehicle would need a drive assist module. We contacted Mrs ********** extended warranty and obtained authorization to replace the module. The module was ordered, and we were advised the part was on backorder. On January 22nd we received notification that the part on order has been deemed obsolete and that they are not going to be made, and the order cannot be satisfied.  Our parts manager did a countrywide search to see if said part could be obtained from another ********** facility. We were unable to locate the part at any facility in the country. We reached out to Mrs. ********** extended warranty company, we have been advised by Mrs ********** extended warranty company that they will only pay for the repairs if the part replaced is a Genuine ********** part. I spoke with the ********** and advised them what the extended warranty company said. The ********** have found several aftermarket parts that can be obtained from outside internet companies and asked that we install one of them. Their extended warranty company has denied these parts and will not pay if used. We advised the ********** that it is unlikely that one of these components would work, however if they would like to attempt using one, we would install the provided component, but that their extended warranty company would not cover the repair, and they would be responsible for charges. The ********** are not happy with their extended warranty companies denial of coverage, however we stand by the offer to install an aftermarket part paid for by the **********. 

• Initial Complaint

  Date:02/11/2025

  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.

  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

  Date: 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

  Date:02/05/2025

  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 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

  Date: 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

  Date:01/22/2025

  Type:Billing 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.

  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

  Date: 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 Answer

  Date: 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

  Date:11/19/2024

  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.

  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

  Date: 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

  Date: 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

  Date:11/13/2024

  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.

  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 Answer

  Date: 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

  Date: 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

  Date:11/06/2024

  Type:Billing 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 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

  Date: 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.