ComplaintsforGeo Byers Sons Holding, Inc.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/30/22, I took my vehicle in for an oil change. I was serviced by **** **** who wanted to do a 30,000 mile service. My vehicle had 28341 miles so I declined. After leaving the shop, I noticed the vehicle pulling to the right way more that when I took it in. I also discussed why Byers would not balance my tires when I asked--I would ask every time I took my vehicle in to balance and rotate my tires and trusted they did--**** said they never balanced the tires. He also said something about me taking my vehicle somewhere else. The only place I took my vehicle was to Walmart, which is closer than Byers because the battery kept going out and I would have to get a jump several times. Approximately, the middle of February, several warnings lights started coming on when I start the vehicle i.e. time for oil and filter change and several other warnings. I called Subaru of Am****a, Inc. Customer Advocacy Department on February 27 and spoke to Wes. He opened a case and said I should call for an appointment at one Subaru dealer for a diagnosis. After researching, I chose the Subaru in Dublin who could only service my car Monday to Friday. After figuring out my schedule, I called Dublin Subaru again only to be told I would have to $100 for a diagnosis. I called customer advocacy department again and left a message for Wes but got no return message or phone call. I do not drive my vehicle a lot and I work during the day. Having to take my vehicle during the week is a great inconvenience and I have to drive at least 15 miles, one way, to Dublin Subaru.

  

  Business response

  03/28/2023

  I am confused who this complaint is against.  **** **** works at Byers Imports (near the airport) and the customer also references Byers Dublin Subaru.  I want to make sure this complaint gets the attention it deserves but I do not know which store to send it to. 

  Customer response

  04/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19860700
  
  I am rejecting this response because: There must be some miscommunication. As stated, I have been taking my vehicle to Buyers at the airport since I purchased it from Wagner. Since there seems to be a problem, I would like to take my car to Dublin Subaru hoping for better service.
  
  Regards,
  
  ******** ******

  

  Business response

  04/13/2023

  We are not sure how changing the oil on the car would effect the car to pull right but we would be happy to perform a free 4 wheel alignment at either location you choose.

  Looking at the service history from 12/30/22 there are not any notes about rotating or balancing the wheels and there were no charges for doing so, we would be happy to take care of that as well.

  Please schedule at either location and contacted **** ****** for payment of the bill. ###-###-####

  Sorry for any misunderstandings and thanks for your business. 

  Customer response

  04/17/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19860700
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** ******

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jan 12 2023 I went to said business to get my third brakes light fix.They said it need to replace third brake light assy which cost me $104.40. When I went home the same day to check to see that it work,It did not work.What in the world did they do??? I set up another appointment Jan 18 2023 to fix what they did not fix in the first place. On that day they telling me it another problem that will cost me over $500.00, that they find wires broke.They should had detected that went I first brought my SUV to them the first place.They charge an arm and a leg to do anything On Jan 12,2023 it took them an half an hour to do whatever they did if they did anything at all.I want to be refunded the $104.40 that I pay for service I did not receive.

  

  Business response

  01/23/2023

  Service Manager talked to customer and has agreed to refund the $104.40 as a goodwill gesture We also agreed to give discount on next repair when customer has funds to complete. 

  Please let me know if you have any questions and please close this complaint.

  Thanks

  ***** *******

  Customer response

  01/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  **** ********

• Initial Complaint

  10/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When a rock cracked my windshield I contacted Byers Subaru to schedule for my windshield to be replaced under a warranty i purchased through subaru. While scheduling was difficult and I was offered the phone number to safelite because I was told that is not something Byers does I finally was able to get in touch with **** **** who was able to schedule me to have my windshield replaced under warranty with the assistance of *** *****. I was told I could be provided a rental car and everything would be set up. I received an appointment reminder via email stating all these same details and the advisors name on the email was *** *****. The day of the appointment I drop my car off directly to *** by 8am for my appointment I am told I should be able to pick up my rental car at 830am so I walk to the other side of the car lot to pick up the rental car. The rental car was not set up completely or correctly so I chose to return to the service center to wait for **** to come in for the day. About 9:30 *** hands me a brochure and tells me my windshield is not covered under warranty because it needs to be replaced. I told him that is what the appointment was for. After arguing with me that I was wrong and being nothing but disrespectful and unhelpful I ultimately left the service center. hours later I called **** again for the cus***er service phone number where I could make a formal complaint against *** and I was immediately met with an apology from **** stating none of the events should have occurred he was unsure what happened with the rental car but windshield absolutely should have been covered under warranty.requested to have *** the service Manger to call me so I could make a complaint to him about ***. I asked what compensation would be provided to me for this experience. I was told by *** a few things he would do and I was told I would receive an email with details so that I had them in writing, I never heard from him again, it has been 2 weeks. No email, no call back

  

  Business response

  10/28/2022

  26 October 2022
  BBB Complaint ID 18298505 Response
  Cus***er: ******* **********
  
  Ms. ********** made an appointment for October 7, 2022 at 8:00 AM Through Byers Dublin Subaru’s Appointment Coordinator.  The appointment was for a windshield replacement and a Hertz rental vehicle was to be ready as her alternate transportation.  When Ms. ********** arrived, she attempted to get the rental vehicle from the Hertz franchise located on the Byers’ property.  Unfortunately, the employees for Hertz were late and did not have a vehicle ready for her.  She returned to the Subaru Service area and there was confusion about the windshield replacement plan coverage.  Ms. ********** bought her Subaru at another dealership that sells a windshield replacement insurance product that Byers Subaru does not sell and is not familiar with.  Because of this, Ms. ********** was given conflicting information about what would be covered with regards to her cracked windshield.  This escalated the situation and greatly upset Ms. ********** and to compound this, the Service Advisor did not handle the situation in a friendly way.  Ms. ********** left the dealership and was quite upset.
  The Service Director, ******* *****, was informed of the situation and also received a call from Mr. **********.  Mr. ***** apologized for the events and the perceived treatment by the Service Staff.  Mr. ***** explained that the windshield replacement contract was not one that Byers was familiar with and that he would have to research the product to find out what he could do about it.  The plan that Byers provides to cus***ers is a “Repair” coverage and not a “Replacement” coverage.  Mr. ***** got the answers and called Mr. ********** to discuss a possible solution.  Mr. ***** explained that he had talked with the 3rd party administrator of the contract and they would allow Byers to replace the windshield and submit the claim.  Mr. ***** offered to Take a Loaner Vehicle to Ms. ********** and pick up her Subaru.  Byers would then replace the windshield and return the Subaru to Ms. ********** at her convenience. Mr. ********** explained that his wife was too upset to proceed with this option and that they were seeking reimbursement from their purchasing dealer for the amount they paid for the contract.  As an alternative, Mr. ***** offered to provide some complimentary services, which included the upcoming 30,000 mile service worth over $450, due to the inconvenience the **********s had been through.  Mr. ********** accepted that offer of goodwill from Mr. *****.  Mr. ***** attempted to email the verification of the complimentary services to Ms. ********** at the email they provided however the email was rejected by her email provider’s site stating security reasons (rejection confirmation is attached).  Mr. ***** then typed a formal letter (attached) and mailed it by way of USPS to the address on file for Ms. **********.  All of this occurred on October 8th, 2022.
  A week later, Mr. ********** left a voicemail for Mr. ***** stating that they had not received the email and that Ms. ********** was now even more upset.  Mr. ***** attempted to call Ms. ********** but, on both attempts, her phone gave the message that it was not accepting voicemails at that time.  Mr. ***** assumed they had not yet received the letter that he sent on October 8th, 2022.  Another week passed and Mr. ********** again left Mr. ***** a message that they were now even more upset and requested that he contact Ms. **********.  Mr. ***** successfully left a message for Ms. ********** on the morning of Saturday, October 22, 2022.  Mr. ***** also got Byers Subaru’s General Manager, Joe Day up to speed on the situation.  Mr. Day also reached out to the **********s by phone but was unable to come to any type of agreement on how to satisfy them.
  Byers is sorry for the escalation of events and the inconvenience caused during the attempt to get their windshield replaced.  Byers also regrets any negative or unprofessional communication or treatment from any of its Service Department Staff.  With this said, Byers has attempted to provide solutions for the purpose of cus***er goodwill.  All such solutions have now been rejected.  The offer of complimentary services has been provided to the **********s and still stands as offered.  The **********s did not pay any monies to Byers, therefore there is nothing for Byers to refund for this unfortunate event.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my car towed in for repair. The upper radiator hose on the car failed disconnected during driving on the freeway. After returning home the car was leaking oil and coolant. The dealer stated that the car needed a a part and made the repair for approx $900. I picked up the car on Friday 08/22/2022 and within 30 min the car was still leaking coolant again. I called the dealer and they told me to tow it in and that they would not be able to look at it until Monday 08/29/2022 due to their operating hours. I did have the car towed at my expense on 08/29. They then advised that I needed a water pump, thermostat, and fluids again. I voiced my concern that why did I have to pay for labor and fluids again when I was already charged for it on the first visit. They agreed and only charged me for the parts. I paid about $500 for the repairs and was told the car was holding coolant at 25psi. Yesterday I noticed the car was again leaking fluid. I had the car towed again (3rd time) to the dealer using their vendor at no cost to me. They are now telling me that it is leaking from a upper radiator hose, which costs $40, and are charging me parts, labor, and taxes of another $500. The reason why I took the car to the dealership was to have the repair done and not be Nickeled and dimed for additional parts and labor. This in my eyes is unacceptable customer service as now I am in $2000 in a car repair that started out as only $900. If the car was leaking it should have been caught. Why am I paying for coolant and labor for something that the they should have caught? How is it that when I have the car that it is losing coolant when the dealer has the tools to make sure the car is in working order when I paid for them to do so? As I mentioned the second time when the car was repaired I am fine with paying for parts, but to charge me for fluids and additional labor is unfair to me as a customer, especially since it should have been caught the first time the car was in.

  

  Business response

  09/06/2022

  This car is still in our shop waiting on parts. Out of a goodwill gesture we are willing to do this repair free of charge. We value this customer and want to keep our relationship. Please let us know if this is acceptable and will close this case. 

  Thanks

   

   

  Customer response

  09/14/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17899512
  
  I am rejecting this response because: 

  The prior repair for the $40 hose and labor was completed at no charge to me. However, the car continued to leak coolant. I took the car in again for a 4th Time today. I am this time being charged for another part, coolant tank, along with taxes and labor. I paid the $250+ bill because I need a functioning car and did not want to make a scene. My complaint is that these additional costs should not be charged to me as a leaking hoes, or a leaking coolant reservoir tank should have been caught on the very first visit. Not the forth visit at my expense and time. Also, if the cars coolant system was truly pressure tested then why is the car still leaking from different areas? I am requesting for a refund of my last visit today 09/14/2022.
  
  Regards,
  
  ******** ******** II

  

  Business response

  09/27/2022

  Check will be sent to Mr. ********. please close case. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a service appointment with Byers Volvo in Columbus Ohio on February 14, 2022, for an oil change and annual tune-up including tire rotation, replaced wiper blades, etc. Prior to the appointment I was not having any issues with the car. After the appointment, when I started the car and put it in drive or reverse it felt like it was in neutral, no matter how much I pressed on the gas. and would not accelerate properly once driving. I took it to another Volvo dealership in Cary, North Carolina to be serviced. After inspection they determined that while the transmission pan/gasket had been sealed, there was barely any transmission fluid in it, and the fluid that was there appeared very old and dirty, not indicative of fluid that had been changed before driving to North Carolina. They reported that the dealership in Columbus had charged me for flushing and replacing the transmission fluid, but it was evident that these services were not performed. (In the receipt from Byers Volvo, it also states that "customer reported transmission leak" which is not true, I was not having any trouble with the transmission prior to the appointment). I spent $1,487.80 at Byers, $192.89 plus Uber fees to get there. Byers has offered a solution which is attached below, of installing a used transmission for $3,500, which I am unsatisfied with as the car does not feel safe to drive to Ohio, I do not trust this dealership to ever work on my car again, and I am not interested/able to pay $3,500 for a problem that they caused (and the other dealership has verified Byers caused this, and offered to help me stating it would be unfair for Byers to charge me to remedy their mistake.

  

  Business response

  07/25/2022

  ***** ******* ************************
    Mon, 07/25/22 6:11 pm
   
    Sorry for the delay.
  
  My response to this whole situation is that we repaired what we saw during the date and mileage that we saw their car.
  
  The dealer says that we didn’t change the fluid even though they stated that there was fresh/new sealant from where we resealed the pan which was leaking. You must replace the fluid when you remove the pan. When resealing the transmission pan, most of the transmission fluid comes out of the transmission because the pan holds the fluid in. The transmission holds 7.0 liters of fluid which is substantially less than the 3 gallons (13.5 liters) of fluid that we cycle thru the transmission flush machine when while performing a fluid flush as indicated on our invoice. If there was a problem with fluid or transmission due to what work we performed, it would have been noticed by our tech or the customer upon pick up.
  
  I also understand and empathize with this customer which is why I wanted to try and help find a better solution than charging for a new transmission that would far exceed the value of the car. I spoke to the customers father when trying to offer any solutions other than replacement and I feel that performing an adaptive transmission procedure could possibly help this situation or at least worth a try which I told him I would do at no charge. If that didn’t work, I offered to replace the transmission with a “used” transmission only after we verified that was the only resolution. I did not see any fault codes indicated from the NC dealer or any data condemning that the transmission has to be replaced so I would like to check the car and rule out all options before condemning the failed transmission.
  
  The car was driven 1,160 miles from when we saw the car until the car was taken to the other dealer. It was also over 47 days of time. A lot can happen in 47 days and 1,160 miles. It is possible that extra strain and or wear driving thru mountains could have caused something to malfunction on a transmission with 112-113k miles on it. A vehicle with this many miles can have anything go wrong at any time. To blame Byers Volvo for this doesn’t seem quite fair.
  
  Please let me know if you need anything else.
  
  Thanks
  
  ***** ***** ** *******
  
  General Manager
  Geo Byers. Sons

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my wife's car to Byers Ford Delaware's Service Department to have them fix her water pump. They did, however, after several weeks, we had an oil leak and a check engine light come on. So we took it back and they said it would cost $860 to fix the oil leak. I got a second opinion from AAA auto who said the person who fixed our water pump did not put it back together properly causing the leak. I went back to Byers with that info. They agreed and offered to fix the problem at no cost. They also gave me a rental car. They had my car for 4 weeks!. When I got it back they repaired the leak, but did not fix 2 recall items & told me the check engine light issue was a faulty Torque converter and quoted me $2,200 to fix it. Again I went for a second opinion. The Transmission specialist I took it to said it was not a Torque Converter ... it was broken spark plugs and coils (2&4). I took it to AAA automotive who again said spark plugs and coils do not just break and they thought whoever did the original water pump repair, leaned on them and broke them (they just happened to be in the area of repair). I had AAA fix my broken plugs and coils for $480 (plus I had to rent a car on my own for 2 days while this work was being done). Byers Ford was trying to sell me on another $2,200 Torque Converter Repair ... that was not even needed! So ... they messed up the original water pump repair ... & I went 4 weeks without the use of my car, while they re-did their faulty repair- & they did not fix my recall items - & tried to sell me a torque converter repair for $2200 that was not even needed! I filed a complaint with Ford HQ and they agreed this was not how a customer should be treated. Along with all my consternation with the water pump issue, I also had to pay $480 for the spark plugs/coils they damaged & incurred $73 in another rental car out of my own pocket! I am VERY disappointed with this level of service & hope no other customer should get scammed or hurt like this!

  

  Business response

  11/11/2021

  I spoke with Mr. and Mrs. ********* about the whole situation. They are going to scan me copies of invoices for out of pocket expenses and once we receive and review them, we will reimburse customer for charges. They agreed and thanked us for the timely response.

  Customer response

  11/19/2021

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

   

  ***** ******** ********** **** ******** *** ***** **** ******** **** *** *** **** ***** **

  
  

• Initial Complaint

  08/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Friday (20 Aug 21), I received a letter in the mail from a collection agency indicating I owe Byers Car Rentals $26,576.44 for damages to a rental vehicle that I was driving when someone hit me from behind; even though loss damage waiver (LDW) insurance was included and paid for with my rental. I rented a vehicle from Hertz at the Dayton, OH airport; operated by Byers Car Rentals LLC. On 24 Apr 21 I was hit from behind by another vehicle while stopped at a red light. After contacting emergency services, I contacted Hertz Corporation and the local branch (Byers Car Rentals). I complied with all of Byers' requests--I provided the police report number, contact information for the towing company, and completed an incident report with my statement. I picked up a different car because the original car that was involved in the accident was towed away from the scene undrivable. A few weeks after the accident, I returned the second vehicle as scheduled and paid my bill for the rental period.

  

  Business response

  08/25/2021

  An Error in communication in regards to the at fault party was made. That error has been fixed and the true at fault party has been contacted.  Thank you for your time in this matter 

  Customer response

  08/25/2021

  The business did not provide any documentation or explanation about how the error was "fixed." As of now, I have a written notice indicating I owe a debt. If the error was indeed corrected, it seems the business would have documentation showing the debt in my name has been cleared and would have provided such documentation in response to this complaint.
  

  

  Business response

  08/27/2021

  please see attached file closed the file was recalled by the collection agency on 08/23/2021 

  thank you for your time

   

  Customer response

  08/27/2021

  I accept the business's response to resolve this complaint.
  

*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. ↩