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:06/04/2024

  Type:Product 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 came to this establishment looking to purchase 2 new vehicles . The sales representative Tyler was supposed to help us . He showed my husband a suv which wasn’t really what he was looking for but we decided to put a deposit to think about it . Tyler completely dismissed myself on purchasing a vehicle so I went elsewhere . While at this other dealership they offered my husband an extremely better deal. Newer SUV , lower mileage. I called ****** back and was given the run around I spoke with Tyler who of course tried to get our business back but we only wanted a refund . He said he would definitely give the refund just needed the card number I told him I would call back. I called over 12 x looking for Tyler who refused to return my call . My husband went to basil where they refused to take his physical card stating they already issued the refund . This is false . No refund has ever been issued this was just another way to dodge greturning the money. Tyler remains giving us the run around and they are refusing to return the money. At this point a letter to the company , to corporate, to BBB , to the credit card company have all been sent . We will not be ignored on this . Our next action will be to call the news and let them know of these horrible scandals ****** is doing . I’m sure they would love to know why you are making a pregnant woman run around back and forth over $500.

  Business Response

  Date: 06/04/2024

  We apologize for the miss communication between our salesman Tyler and ******* *****.  The refund was processed today and we will continue to use this as a training tool for us moving forward so we can provide a better experience for our customers. We strive to provide excellent customer service which we failed on this occasion.   Thankyou Chris. 

  Customer Answer

  Date: 06/04/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best they are able to provide. The  blatant deciet and disrespect shown by Tyler is beyond apology. We called multiple times , physically came in and we’re still lied to. I had to find the company corporate contacts to get a response and resolution. Tyler failed and needs training on how to appropriately deal with customers not to let spite get the better of him.   Regards, ******* *****

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2008 ***** in June.. about a month I called about oil change.. cause my oil light was flickering and women at Basil resale told me I wasn’t due for an oil change your good u don’t have to do and oil change it wasn’t due for yet… December 3 2023 my engine froze or seized..0n the thruway when I was driving engine just died on me.. and lost all power on thruway. My car man said there was no oil in the car ?? I called dealership after would not help at all.. I have 2 kids no car ? Asked them for help… all he said only thing I can do for u sell me a new car ? I said r u serious ?? I have no money for that..I still owe 8,000.00 for car that is shot !! No help… told me can’t do anything else for me and my family… so now I stuck with 8,000.00 loan with no car just lemon.. Thanks ****

  Business Response

  Date: 12/21/2023

  BBB spoke to the dealership administrator and the following was relayed: Unfortunately, there is nothing that we can offer this customer.  We investigated and tried our best to see if we could help him but we are unable to cover the cost of his repair.  We offered the option to purchase an extended warranty on the vehicle when he purchased it but he declined.  The vehicle is a 2008 and is not covered under any Lemon Law protections, that is why we offered the extended warranty at time of purchase but he declined.  If he would like to trade the car in, we will work with him the best we can on that.  

• Initial Complaint

  Date:08/05/2023

  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.

  Approximately one month ago, I purchased a used certified 2023 ****** ******* 40th anniversary edition from this dealer. It had just over 1000 miles on it when I purchased it, and I have no qualms about the price of the vehicle, or that part of the transaction. When I test drove it, it was dirty from rain and dust. I have no mechanical issues with this vehicle either. Part of the deal was that they were to swap out my tires on my truck, for the tires on this truck. So, after grinding all day at the dealership, I ran home to get my title for my vehicle that I was trading in, and was still waiting for my vehicle to be delivered. The dealership closed at five. At 4:57 they brought my vehicle around front, and said your vehicle is ready. It was a cloudy day, and I sort of looked over the vehicle for any major scratches or anything like that, couldn’t find anything. When I got it home, unfortunately, I noticed some scratches in the hood, and dents in the hood. I am mediately called up the salesman, even though I knew he wasn’t there, I left them a voicemail, and sent them an email, and I left a voicemail in the general mailbox. I had to go back on Monday anyway, because the tires that they switched over, we’re not balanced properly, so they had to fix that. I went back into the dealership, and they said yeah will pull it around and get the tires balanced out for you. And I said what about the scratches? they then showed me a picture of a vehicle that wasn’t even mine, my vehicle is black, the picture they had was of a blue vehicle. And they said those scratches weren’t in there when we delivered the vehicle to you. They look like they were caused by a car hauler, or somebody that is very inexperienced with a buffer. I don’t know how the dents could’ve gotten in there. I don’t know how a detailer would’ve missed that. They basically told me I was on my own. As did ****** customer service

  Business Response

  Date: 08/21/2023

  There was no psychical damage on any body panels when the vehicle was delivered.  We did do a tire swap from his trade to the new vehicle before delivery as a courtesy to the customer. The customer then called 2 days after delivery stating there was a vibration in the wheels, and damage on some body panels. We suggested to the customer to bring vehicle by for an evaluation, which he did. We had the vehicle on the lift to adjust the balancing on the wheels. Customer stated we had to fix the damage on the panels as well, which we had declined because there was no damage prior to delivery.  Customer then stated we had to give him cash compensation in lieu of fixing the body panels, which we declined. Customer then demanded that vehicle be taken off the lift he did not want us to touch his vehicle anymore.  We would have gladly fixed the vibration he claimed was there but demanded to give him back the vehicle prior to evaluating it.  The technician only had 1 tire off at the time to start the fix, but ***** wanted his vehicle back. 

  Customer Answer

  Date: 08/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I called the business and left a voicemail in the general mailbox because the business is closed at 5 o'clock when I took my vehicle home that same night. I called and emailed my salesman, ****, and left him a voicemail. About the scratches that I discovered in the hood and the dents. That night literally five minutes after I pulled it into my driveway. I did not see the scratches on the vehicle because the vehicle is dirty when I took it for a test drive. I don't care about the tire balance. All I would like them to do, is to meet me halfway on the $800 that it cost to repair my hood. It's not even like I'm asking for the whole total back. Because otherwise, I'm satisfied with the vehicle. I am not satisfied with the sales department there, which is a shame, because I'm usually the kind of customer, the car dealers like to have repeat business from, because if I'm treated right, I will do a lot of business with them.  If they agree to paying half of the $800 that it cost me to get my hood fixed. Then I would consider doing business with them in the future. Otherwise, they're just telling me they don't want my business. And they know it's not worthh My time, to go into small claims court for such a minor matter. I believe that in today's car market, especially when you pay more for something because you want it, and pay higher interest rates amongst everything else. You should be treated right. Therefore, that's my one and only final offer. If they do this, I will even reverse my reviews on Google reviews, and dealer rater. This is probably the single-handedly. Worst experience I've ever ever had a car dealer. And in the six years that I've lived in New York, I've bought over 12 cars. Is that the kind of person that you don't want  do business with?  Regards, ***** ****

• Initial Complaint

  Date:04/08/2023

  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.

  I was lied to. I was told to put down a deposit and I would hear something the next day. I put the deposit down, didn’t hear anything the next day, I called and got sent to several different voicemails. The day after that I demanded to speak with a manger where I was informed my information wasn’t even put through yet and I would hear something by the end of the day. I again heard nothing. The next morning they call saying I’m not approved and refused to refund my deposit. There ads all say that no matter what they will get you approved and that is false information!

  Business Response

  Date: 04/10/2023

  ****** called asking status of her approval, we alerted her that we are unable to secure financing for her.  She then called asked for deposit to be refunded, we clearly stated that she had to come into the store for a refund.  The store never refused to refund her.  She did not like that answer and then proceeded to call the store and scream and use profanity at every girl that answered the phone. She had called the store over 50+ times using a robo calling system from job (debt collection).   This all happened Saturday.   Monday morning ****** proceeded to come into the front of the store and start screaming and swearing at everyone around her, she seemed very unhinged.  She was screaming the "F word" and calling women the " C word".  Total disrupting business. We refunded her money like we promised, and when she left, she drove out of here with a blatant disregard for anyone's safety.  Drove over the grass and almost hit a tree.  

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 7th 2022 - Brought in a ****** vehicle in with a dashboard full of lights and asked service to diagnose.  The diagnostic fee was paid ($172.80), and ****** provided diagnostics paperwork and an estimate for repairs.  The estimate was very pricey, so we used an alternative option to repair for about half of what they quoted.  The repair included everything that the ****** diagnostic said needed fixing.  We drove the vehicle home after repairs were made (October 14th 2022), and the next day upon starting the vehicle ALL of the same dashboard lights came on.  Called the service center that performed diagnostics on October 14th 2022 to ask if they had pulled any codes. They stated that they DID NOT plug the vehicle in to the code reader! They then said they would connect it to the code reader for an additional $280. The vehicle is not drivable, so I would be facing additional towing charges to get it there.   Service brought a vehicle in with a dashboard full of lights and they.....  just do a visual inspection??  We paid for diagnostics and did not receive what we paid for. 

  Business Response

  Date: 10/19/2022

  I escalated this matter to the service director, who in good faith has agreed to refund the $172.80 back to you. Although we know this won’t take back your initial experience, we hope that it is a start to gaining your trust back as a valued customer. Please accept our sincere apology. Thank you for giving me the opportunity to work with you so that I had the chance to resolve your experience. I will get a check mailed out today to your address of **** ***** ******** ** ******** ** ****** Should you need anything else, please reach out to me directly at ************* 

• Initial Complaint

  Date:09/06/2022

  Type:Order 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 went in on the 28th of August to get a new lease. My last lease was almost up. I CLEARLY said I wanted a lease. We discussed LEASES and nothing else. Yet, I am now told by my bank that Basil, instead of putting the car on a lease, opened a car loan with my bank. They switched the paperwork they were having me sign, while continuing to discuss and negotiate LEASE options the entire time. Literally, the last point of negotiation was knocking the monthly price down about $10 by making it a 4 year lease rather than a 3 year. The papers I was signing were misrepresented to me. I DEMAND a lease in the same amount or $100 taken off my monthly bill (and subsequently the total of the car) if I am to remain making payments to own.

  Business Response

  Date: 09/07/2022

  Basil Toyota was closed on the 28th of August. Mr. ****** came in on the 29th of August he started to look at a lease of a 2023 Toyota ****** payment was out of his price range. Sales person asked if he would consider a certified pre-owned Toyota. Mr. ****** then proceeded to explore the used car lot, picked out a 2020 *******. There never was a discussion of leasing a used vehicle. Mr. ****** signed all the documents disclosing the purchase of the USED 2020 Toyota *******. 

  Customer Answer

  Date: 09/07/2022

  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.
  
  The date was a typo. It was the 29th, not the 28th. And yes, they do have my signature after misrepresenting what I was signing. I have email exchanges with Basil employee Frank P****** where he recalls us discussing LEASES. Screenshots of these exchanges are attached. Obviously this was done for commission reasons. I am certain the commission on a full purchase is MUCH higher than on a lease. 
  
  Regards,
  
  **** ******
  
  
  
  
  

  Business Response

  Date: 09/09/2022

  We do not offer a lease on USED vehicles.  Mr. ****** did explore leasing options on the 2023 Toyota ****** payment was out of his price range and then proceeded to explore USED vehicle options. Mr. ****** agreed to purchase a 2020 Certified Pre-Owned *******. 

• Initial Complaint

  Date:06/06/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 2/12/22 I purchased a 2016 ***** ********** ******* from Basil Toyota. The same day I drove off the lot my service engine was on. I immediately called an brought my car back in. Basil told me the issue was fixed and I picked up my car. Again the light came back on 3 more times an I returned the car to basil to see what was going on. The car wasn't running correctly. After the 4th time I took the car to *** ******* ***** an had them run Diagnostics. They reported to me that the car was running lean an needed a tune up. They also stated that the car had soo many after market mods done to it from previous owner that it shouldn't have been sold like that. ******** also stated that the warranty basil sold me was void because of this an didn't cover the vehicle. I took the car back to basil an they swapped out the pcm for the engine an told me the car was good. A few days later my car wouldn't start an I had it towed back to Basil which sent it over to **** **** an I was told the engine seized. **** **** has tried to contact Basil an they won't return the calls. I have been told by Basil that they called **** **** 3 times but they havnt. I have asked Basil to have the General Manager Contact me but only my sales man has. Basil told me they will not handle the car an its between me an the warranty company. The warranty is not valid. Basil sold a car that had engine failure an are trying to stick me with this. This is terrible an I have a the proof to back me up