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:11/25/2024

  Type:Sales and Advertising 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.

  Dear Better Business Bureau, I am filing a complaint against Keeler ***** regarding a ********* Used vehicle we purchased. The dealership failed to meet the program's standards, and the vehicle’s safety and reliability are in serious question. We bought a 2016 ***** **** with approximately 93k miles on it. Inspection and Paperwork Discrepancies: The inspection report contained an incorrect date and falsely indicated the air and cabin filters were replaced. Shortly after purchase, we noticed a small windshield crack that was not disclosed. Major Maintenance Negligence: After a month of ownership, warning lights appeared. ******* **** (another ***** dealership) determined the vehicle was running without oil, despite Keeler’s claim it had an oil change. ******* **** also replaced filthy air filters, contradicting the inspection report. Concealed Repair History: We later learned from Keeler that at 86,000 miles, the car had severe oil consumption issues and required piston ring replacements at *** *****. This critical history was not disclosed in the ****** report, despite *** ***** confirming all repairs were reported to Carfax. Unsafe and Defective Repairs: The engine was deemed irreparable and replaced with one from a salvaged vehicle. Within 24 hours, the replacement engine misfired, stranding the driver at an intersection. Smoke began emitting shortly afterward, forcing ***** ****** to pull over. The dealership suggested using another salvaged engine for repairs, which we do not believe is a safe or reliable solution. These issues indicate negligence, potential fraud, and failure to uphold ********* Used standards. The false inspection report, undisclosed repair history, and defective repairs have caused financial loss and emotional distress. We request a full refund of the purchase price. This situation has jeopardized our safety and requires immediate resolution. Sincerely, ********* ****** ***** ******** *****************

  

  Business Response

  Date: 12/09/2024

  Failure to replace the air and cabin filters was an oversight.The customer was reimbursed for all expenses incurred at ******* ***** *****.Replacement of a failed engine with a lower mileage used engine is within ***** True Used Warranty guidelines.The vehicle is covered by the balance of the ***** True Warranty until 98245 miles or 12/25/2024whichever occurs first.The vehicle has been repaired and is running properly. We will not be offering a refund.

• Initial Complaint

  Date:09/21/2024

  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.

  Brought my car in for repairs. They kept my car for almost 2 weeks when I got it back it was dirty inside (including grease on the steering wheel), one of the car seat anchors was broken, one of my window screens was missing, the seat covering was loose, and the car HAD NOT BEEN REPAIRED. When I tried to reschedule to actually get the car fixed I was told they couldn't fit me into the schedule for 3 WEEKS. Now after driving an unrepaired car for 3 more weeks. I just got an email telling me that I have an appointment scheduled for Monday. I MADE THE APPOINTMENT FOR TUESDAY! When I called I was told that there is nothing they can do for me except send an email to the service department. So I will have to continue to drive a broken vehicle until they decide they can fit me in again.

  

  Business Response

  Date: 10/09/2024

  After the customer brought it to our attention that the check engine light had reoccurred, we made arrangements to pick up her 2019 **** ****** at her home and provide a loaner car.We picked up her car on September 24. We have determined that a malfunctioning catalytic converter is the source of the check engine light.The catalytic converter is covered by warranty and will be replaced at no charge to the customer.The part is on backorder from the manufacturer.The customer currently in a loaner car to drive until her vehicle is completed. 

• Initial Complaint

  Date:04/22/2024

  Type:Product 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 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

  Date: 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

  Date: 05/13/2024

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

  Customer Answer

  Date: 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

  Date:07/16/2023

  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 have attached a letter recounting the incident (1. Keeler Honda) I have attached the final contract highlighting the $75 maximum processing fee for title/registration (IMG ****) I have attached the initial contract highlighting the ability to submit your own application for title/registration (IMG ****) I have attached the text messages between myself and the sales consultant (IMG *********) I have attached the email requesting to submit our own title/registration (IMG-****)

  

  Business Response

  Date: 08/02/2023

  At time of sale, the purchase order included vin etch, sales tax and DMV. All terms at that time were agreed upon by both parties. Keeler in good faith and against our normal 48-hour delivery policy agreed to hold the vehicle for 7 days so the customer could get their financial affairs in order to complete the purchase of the vehicle. In that 7-day window of time, the customer had contacted Tom F***** (sales rep who sold the vehicle) numerous times seeking further discounts including trying to get the Keeler standard vin etch removed. Because the customer had purchased a vehicle from us in the past and in effort to try to keep our repeat customer happy, I wrote up a new purchase agreement with a $200 discount from the original sales price. When Tom relayed the good news, the customer was back to being happy and satisfied with her deal.  
  Once the customer came in to take delivery, 6 days later (triple the delivery timeline policy), she signed the final paperwork at the newly discounted price and took the vehicle home. Post delivery she is now back to being unhappy with the price she paid and is searching for further discounts. 
  Attached is the Carfax and the consumer fair purchase of the vehicle. 

  Customer Answer

  Date: 08/03/2023

  Keeler Honda's response to my complaint never addressed my issues.  I'm not sure what other documents to submit since they never addressed my first two complaints.  

  My first complaint is that they breached their contract.  Their contract states that the purchaser can submit their own application to NYS DMV but Keeler's mangaer would not allow us to do so.  Instead, Keeler submitted the application to NYS DMV and charged us $175 processing fee to do so.  (I submitted their contract highlighting the portion that states the purchaser can submit their own application and text messages where the manager said no to our request.)  My second complaint is that Keeler added an unwanted VIN Etch which they said they would remove from the contract.  (I submitted the text messages that said they would remove this charge then went back on their word and said they would not remove it.)

  Keeler Honda's response to these two complaints focused on allowing me to avoid a 48 hour delivery policy which they never told me about.  They stated they held the car for triple the time (6 days) but one of those days they were closed and another day our sales consultant was off from work.  I'm not sure why they focused on this issue since I find it irrelevant to my complaints.  They breached their own contract and this is why I contacted BBB. 

  Can you please let me know if I should resubmit their contract and the text messages or clarify what I need to do?

  Thanks!

  

  Business Response

  Date: 09/26/2023

  Good afternoon - my apologies in the delayed response.  In regard to our forms, we did notice the inconsistency in our forms and have since made the correct changes and want to thank you for pointing them out.  We are sending a check for $100 for the incorrect form used.  In regard to the $175 Dealer's optional Fee, I have attached the NY Doc that indicates the allowable increase to $175 for processing fees.  This fee has nothing to do with DMV's registration fees.  A dealer document fee can sometimes be referred to as "doc fees," "processing expenses," or "paperwork fees." This fee covers a dealership's back-office work on any vehicle purchase. It is our administrative cost for creating the forms necessary to obtain a registration at the DMV.  This fee is applied to every single deal at our dealership.    I hope this helps. 

   

  Best.

  Keeler Motor Car Company

• Initial Complaint

  Date:06/17/2023

  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.

  Summary: purchased 4 Pirelli tires for our **** ***** ******* including mounting, balance and alignment from Keeler. Spent $1706.93 with them. these were 235/60/18 103H Pirelli Scorpion Verde A/S tires. They were rated for 60K miles, but at approximately 9k miles the rear tires were found by another service provider to be worn down to the wear bars and would need to be replaced soon. Provider noted the Rear Toe was excessively out causing premature wear. Two of the 65,000 mile tires we purchased only gave us approximately 9100 miles (14% of rated mileage). My wife brought car back to Keeler on approximately May 23 to meet with Service manager that only offered to replace one tire as "courtesy", but took no ownership of the excessive wear concern although Keeler sold the tires and did the installation and alignment. May 30,2323 brought car back to Keeler (50,615 mileage) to install and balance two tires and reset TPM, where we were charged for a tire and balance total $269.02 plus tax 21.52 for total of $290.54-- now we have spent over $2000.00 for tires. We are frustrated that Keeler sold us tires - on their recommendation to us that failed to meet reasonable life use and later tried dismissing us because in the period between getting the tires and going back to Keeler with this problem, they no longer carry the Alfa Romeo franchise. No longer carrying a specific car brand does not exonerate Keeler from the work they perform in their shop. I'd imagine over the years they have installed and aligned thousands of tires. Passing the buck and not standing behind their work is not how you win and keep customers. Offering to replace one tire as a courtesy is like replacing a left footed boot and otherwise expecting us to hop around on one foot. Not at all pleased with their feeble attempt to remedy the issue.

  

  Business Response

  Date: 06/22/2023

  Good afternoon ******* - We have read Mr. ********** complaint and its unfortunate that their vehicle was out of alignment and caused the tires to wear incorrectly.  I am attaching our repair orders  and computer print out showing that an alignment was completed and within manufacturer's specifications at the time of the installation of the 4 new tires. 
  We realize that having to replace the tires is not what they expected and/or wanted to do, as a courtesy we did only charge Mr. ******** for 1 of the 2 new tires. We also as a courtesy, did not charge him for a second alignment.
  
  At this time, we feel that we did more than enough to help him.

   

  Very Truly Yours

  Keeler Motor Car Company

• Initial Complaint

  Date:04/26/2023

  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 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 Answer

  Date: 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

  Date: 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

  Date:04/17/2023

  Type:Sales and Advertising 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.

  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 Answer

  Date: 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.