ComplaintsforKeeler Motor Car Company Limited Partnership

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2017 *** *** from Keeler *** on 02/08/24 and licensed it on 02/23/24 and started to drive it. On 04/05/24 the entire instrument cluster (speed, RPM, gas, engine temp, turn signal etc.) went blank which renders the car undrivable. It later turned back on so I drove it another two weeks before it went blank again while I was driving the car on the road. I immediately went to the local *** dealership and had them trouble shoot the issue which was $276.45. They said there was a *** service bulletin SIB 62 01 22 that directly addressed this problem. The resolution was to reinstall all the software in the car at the latest release. I had them do that and the price was $328.50. Total charges came to $632.22 including extra time to trouble shoot the issue. I went to Keeler asking them to pay this charge as I drove the car for less than 60 days and they said no. I don't think they should sell a car for 25K+ when it has a defect *** knows about and they should have know about also. Plus its dangerous. I was driving the car on the road when the instrument panel went blank. There could have been an accident and a lawsuit. I want them to write me a check for $632.22. Thank you.

  

  Business response

  05/06/2024

  Based on the parameters of the attached New York State Lemon Law Limited Warranty, the 2017 *** ***** purchased by **** ***** had 60 days of coverage limited to the listed systems/components.
  Per the receipt provided by Mr. ***** there was no failure of any covered components.
  Software updates are not covered by the New York State Limited Warranty.

  Keeler Motor Car Company 

   

  

  Business response

  05/13/2024

  Regardless of the number of days, the component is not covered under the warranty.  Best.Keeler Motor Car Company 

  Customer response

  05/14/2024

  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 we will be proceeding via legal avenues and send our complaint to *** corporate. Regards, **** *****

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a 2016 ***** *** from the keeler dealership and after 5,000 miles I brought it to ********* ***** ****** for an oil change and to check out the car. And the mechanic told me that the car was severely neglected. At the time of buying the car I was led to believe that car was serviced and in great shape. And come to find out piston 3 was totally gone, and all 10 bearings on the lower end of the engine had to replaced. I’ve been in contact multiple times with keeler and I even logged our conversations. And each time they shrug me off or throw me in another loop. I do not know what to do anymore I just want them to pay for the repairs that were already done I suffered alot from this purchase. And have been blatantly ignored by Keeler Dealership and their customer support.

  Customer response

  04/27/2023

  I bought the vehicle of August of last year I got a basic pre owned warranty. The car was never serviced or even looked at by keeler mechanics and shouldn’t have been sold in the condition that it was in. And they’ve done nothing but pro-long this and beat around the bush to try and push me away. I tried adding multiple images but it would not let me it’d only let me add one 

  

  Business response

  05/19/2023

  After reviewing and speaking with our techs, this vehicle (83716 miles when sold) was serviced and a NYS Lemon Law warranty of 30 day and/or 1000 mile was given to Mr. ****.  We spoke with the owner of ********* ********** **** and he said that the vehicle came in with a low oil light and the customer should have been checking the oil regularly.  It is not unusual for a vehicle with that many miles to need a quart of oil.  We are attaching the RO showing that the vehicle was in-fact serviced. 

• Initial Complaint

  04/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 4/17/23, I signed a contract for a 2020 ***** ****** ** for a net sale price of 26,930.92 after taxes. I spent 12PM-2PM filling out paperwork and the contract, then 2PM-3PM getting a bank check. I put $2,000 down at this point, and was putting an additional $10,000 down with the bank check. THE MANAGER APPROVED THE SALE OF THE CAR TO ME AT THIS POINT. I received a call at 3:15pm from the salesman telling me the business sold my car to someone else 20 minutes before I bought it. They said the guy had bad credit and they weren’t sure if it’d go through, but it did. As a result, they backed out of the deal and didn’t offer any sort of replacement or comparable car for the same price. There was a total lack of professionalism from management, and they did not offer any sort of remedy until I brought up their lack of customer service. In fact, I said it would’ve been nice if they offered to find a similar model for the same agreed upon price to make up for their mistake, but all I got was a “sorry” until I said something. They said they would call me if they find a comparable model in the next few weeks, but it feels like that was just to get me out of the door. I have little faith that they will actually try to find something to remedy the situation. I feel I was used as a backup if the other deal fell through, and that’s what ended up happening. This will further delay the car buying process while I have no reliable transportation. My time was wasted, in addition to the half day of PTO I used to be treated like this. I’ve asked many people and not one person can conceive how a situation like this would happen without a manager noticing. The fallout of the mistake should not fall to the responsibility of the customer for the business’ mistake. You sign a contract, you follow through.

  Customer response

  04/28/2023

  Hi, I am writing to you about case ID #********. I wanted to let you know that the business has contacted me and I'm starting to believe this was a misunderstanding on my part. I'd like to keep this open until the situation is fully resolved, but the business is making it right and we're in contact.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter had her car’s passenger side mirror pop out and break for no reason. They said sometimes this happens and since her car is still under warrenty and purchased less than a year ago, they would cover it. It was brought in and all that changed.Apparently there was damage INSIDE the mirror assembly and now would need an entire mirror for 465.00. They assumed it was hit and I couldn’t prove otherwise.Well there are no marks on this mirror and it wasn’t hit. It was supposed to be a certified vehicle and apparently there was something wrong with this mirror before we bought it. This was well hidden. They said they would not replace the mirror alone because it would fall off….yes because INSIDE something was broken from before I bought it. This is a very crooked company. This car was initially delivered to my with significant paint damage and was returned to have that fixed. That makes me think there was also something wrong with the mirror from those issues.

  Customer response

  04/29/2022

  The car was purchased in my name but she is the only one that drives it. The insurance is also in my name and the financing is under both of us.

  

  Business response

  05/20/2022

  We apologize for the delay in responding.  This mirror did not have damage when the vehicle was initially sold to the ******** family on August 19, 2021 (see Attachment i).   When the vehicle was brought in on April 28, 2022 we noticed the damage which is not covered under the warranty (see attachment ii and iii).  

  The mirror was hit at some point and not considered a warranty issue. 

  Please contact us should you have any questions.

  Thank you. 

  Keeler Motor Car Company

  Customer response

  05/23/2022

  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.
  
  Regards,
  
  **** ********
  
  
  
  The photo of the “sold”mirror is at an angle that doesn’t reflect the top of the mirror where the company claims there was a separation. I was told these mirrors op off often due to no damage. The separation in the mirror body was NOT there when it was brought to the dealership. The internal damage may have bee there prior to sale. The outside damage would have been apparent to me if it was present. As you can see in the photo, the inside mirror is gone. I did not see the body separation when I first brought the vehicle in for repair.

  

  Business response

  05/25/2022

  The vehicle was purchased eight months ago.
  The pictures that were taken reflect exactly how the car was brought into the shop.
  Presently the plastic tabs that secure the mirror glass are broken it is not a defect in materials or workmanship as multiple tabs were broken off.
  It is reasonable to conclude that the mirror glass fell out at the time that the retention tabs were damaged, as opposed to a minimum of eight months later. 

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/4/22 I went to meet with Christine to take photo so that the parts can be ordered to get repair. Meant with the GM of collision department (Chris) who wasn't very pleasant to being with and Amirou had bought up back a piece from the car that was missing from a pass visit which I get if not suppose to be there shouldn't be there but this GM Chris was very rude and said that they NOT going to handle my repairs after an appointment was already scheduled for 3/7/22. I need to speak to someone about this because there's was a more professional way to Handel the situation and that was not done. On Monday I will find away to contact *** to find out about the trim. I need my car repaired. I understand you spoke to someone from *** who confirmed about the trim but my appointment or visit was solely about taking photos to get my car repair as soon. As possible. I am not pleased with the way this GM Chris Handel the situation. The trim was the least and I don't know why a conversation kept going back and forth when it didn't need to. He could've been okay we'll do this your here about the repair let's take of that and once you have proof the trim should be there we'll take it from there- that simple. And I understand you guys get alot of cars coming through but you run a business be professional a out things. All information there says ******** ******** no one else. We all have a right to state our opinions.

  

  Business response

  02/07/2022

  Mr. ******** did come in to take pictures of a recent accident of his vehicle (Left side). We had performed collision repair to the vehicle in August of 2020 and at that time, he complained to us that we did not install a grill in the bumper on the right side of the vehicle.  We explained to him that because his vehicle is equipped with an auxiliary radiator there is no grille installed by the factory on that side of the car (see attached ex 1). If a grill were to be installed, the car could overheat (See attached ex 2).Our GM explained this to him several times while we were fixing the vehicle back in August of 2020.Mr. ******** brought up the grill again while waiting for pictures to be taken of the vehicle to be taken.  He stated that another company would put the grill on (our GM also asked for that documentation showing us that it is ok to put a grill on where the cooler is located) and wanted to know why we wouldn’t.  We explained it again to him, because he has a radiator on the right side of the vehicle, we should not put a grill on due to the fact that the car may overheat.   We stand by our integrity and will not put something on a vehicle that may damage it. After much back and forth, our GM informed him that we will not be fixing his vehicle because he insists, we did not put his vehicle back together correctly the last time we had it.  

• Initial Complaint

  01/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  10/13/21 I called Keeler to make a service appointment. It was scheduled for 10/25/2021. I received a confirmation of the scheduled appointment via e mail. 10/22/21 I called to see if I could drop my *** off at Keeler because I had to be in the Latham area that Friday afternoon/evening for a family wake. Service rep K****** said sure even though the work was not to be done until Monday 10/25. I told her I would arrive before closing as I would like to meet her and hand over the vehicle in person as it was the first visit to Keeler with this vehicle. Upon arrival I very carefully parked the car and secured locks and windows as I knew it would rain over the weekend while the car sat outside waiting for Monday service. I went inside and was greeted by K*******. I told her I was dropping off my 2002 ** for Sensor warning light. She checked in her computer but struggled to find my appointment. I said I called her earlier and asked if it was okay for me to bring in the car early because I live 75 miles north and I had to be in the area today. She remembered my conversation and said to bring the car in. So i went back outside and brought the car inside to the service lane. I gave her the key and she and a tech looked at a few things in/on car and wrote up a work order for the Monday service. She said she would call me Monday when it was ready. 10/25/21 Late afternoon I had not heard form K***** so I called. K****** said "they did not get to my car today unfortunately"! Mind you, I had a scheduled Appointment and brought the car in days ahead of time. My appointment was scheduled with me supposedly waiting for the car as I live 1 1/2 hours away. Since I wasn't sitting in the waiting area all day and it is a second car for me I said no big deal, tomorrow is fine. 10/26/21 again no call from K***** so I called late afternoon. She said car still was not looked at yet and asked if I had an appointment! Of course I did. OUT OF CHARACTER SPACE BUT IT GETS WORSE

  

  Business response

  02/02/2022

  We apologize for just getting back to you.  Mr. ****** did come in and receive a diagnostic of his vehicle.  The diagnostic itself was correct, however human error on our part, we listed the incorrect part.  We have therefore credited Mr. ****** his diagnostic charge please see the attached.  

   

  Customer response

  02/02/2022

  I have reviewed the response made by the business in reference to complaint ID ********. Keeler Motors did refund the cost of my diagnostic fee after you contacted them. I did purchase and install the unnecessary/incorrect part based on their diagnosis and therefore incurred other expense in the amount of $175.00 that was paid to another part company. Thank you for your help,  ******* ******  

• Initial Complaint

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction details - Date: 10/5 Amount: $355.38 Name of the merchant: CT* KEELER *** TRANSPO ATLANTA GA • A brief explanation about why you’re questioning the charge: I gave my *** for repair caused by the Keeler service center and they gave me a loaner car on 9/30 @9:30AM. On 10/1 I returned the loaner car at the dealer. On 10/4 guy from the loaner, the department called me that car has a flat tire, and I must pay for the damage. First thing, when the car was in my possession, I didn’t notice any sign that indicates that the car has a flat tire. *** has a feature that will tell you instantly if your car has a flat tire, but I didn’t see anything. Secondly, I returned the car on 10/1 at around 2 P and they close at 6 P. It took almost 2 business days to figure out that the car has a flat tire.

  

  Business response

  12/16/2021

  ********* ****** returned the loaner vehicle to us on 10/01/21,  We did not inspect the vehicle until 10/4/21, however the vehicle did not move.  Yes, the vehicle does send a notification when the tires go flat.  It doesn't detect slow leaks.  Per the rental agreement, we have the right to charge customer for damage to the vehicle.  At the time our service drive was extremely short-handed and did not have a chance to inspect or move the vehicle until 2 days later. Because it took so long and a gestor of goodwill, we will refund the money, we will just need to confirm that customer has not already placed a stop payment or received a chargeback for this transaction. 

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 26h I bought a Used 2006 Cadillac *** from Keelers used car service. The car is covered by a 2 month 3000 mile warranty. On August 31st I called the service department because the car was leaking oil. The earliest appointment they gave me was September 27th. Dropped the car off at the dealership on the 27th, the next day they told me the oil leaks (multiple) and a transmission leak were not covered by the warranty and the cost was $3800.00 to fix the car I just bought! I contacted the NYS Attorney Generals Office and they told me the leaks from the engine and transmission are covered by the lemon law and the sent me the paperwork to file a fraud complaint against the dealership.

  

  Business response

  10/21/2021

  Mr. *****'s car is being worked on and at no cost to him. 

  Customer response

  10/21/2021

  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.
  The car has been at the dealer for 17 days! I do not know if their fixing it because i cannot get anyone to call me back. I have left 4 messages last week and got one voice mail telling me they haven't started on it yet, as of last Wednesday the 

  13th. The message said they would call me Monday the 18th. No one called. I have left two messages today, no response yet.
  
  Regards,
  
  *** *****
  
  
  
  

  
  

  

  Business response

  10/22/2021

  We apologize for the miss communication.  We have reached out to Mr. ***** and informed him that his car is finished.  Mr. ***** is picking up his vehicle on Monday, October 25, 2021.  

  Customer response

  10/26/2021

  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,
  
  *** *****
  
  
  
  
  

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Advertisement for the car I purchased listed a feature called soft close for the doors.($2000 option) after taking delivery of the vehicle I discovered the passenger side door does not close properly. Keeler would not repair it and told me it would cost me $1200 to fix. This was within the 90 day, 4000 mile warranty. This is a blatant false advertisement, and most likely illegal. I have filed a complaint with the New York State Department of motor vehicles and am waiting for a response. I have repeatedly contacted Keeler motor car and They refused to honor the warranty. it’s especially troubling since it was listed as a feature on their website.

  

  Business response

  09/16/2021

  We have reached out to the customer and scheduled a time to bring the vehicle back in for repair at no cost. 

  Customer response

  09/16/2021

  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,
  
  **** *****
  
  
  
  
  

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