ComplaintsforLaurel Motors Holding Co

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They changed tires in my truck and stripped lug nuts on my truck. Every nut is golden and I have a stud that is completely stripped and I cannot remove it. I called them about it and that said it would cost 150 and he's to come out and repair it.

• Initial Complaint

  10/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 16 Toyota Tundra for $42950.18 in 10/2015 from Laurel Toyota. This purchase included a limited powertrain warrenty called "Laurel for life." If I had all the required service maintenance done by a certified mechanic the power train would have a lifetime warrenty. I dont know the exact date/mileage when I first noticed the engine knocking but I expressed my concern at that point and everytime I went in for service after that. It was finally documented 3/21 with 92,572 mi. I was told that it was "normal". Since I did not agree that this was "normal" I continued to keep telling them at every service appt.. I was told over and over that this was a normal sound and was not taken seriously. This noise continued over the years. I had a 6 inch lift put on the truck in 10/22 with no change in the noise. I did my own research into possisble causes and found that it was not a normal sound and several people who had this noise had major engine damage occur eventually. I then called the service manager at Laurel Nissan for help because she had been great when we purchased a car for my daughter that had major problems with it. She passed my concern on to the service manager Chris at Toyota. I received a call from him and he had me drop it off. I dropped it off and they called the next day to say they found an issue with a bad lifter. This is covered under the "Laurel for Life" warrenty. He said they had to submit it to their insurance claims department and would get back to me when they got the approval to move forward. I got a call 2 days later saying that they were not covering the problem because I had a 6 in. lift on the truck. First, I have documentation stating that back in 3/21 that I was concerned about the noise long before the lift was installed. Second, if they knew this wouldn't be covered because of the lift on it they would have known this when I dropped it off. You can clearly see the lift so why would you even go through this whole process?

  Business response

  10/17/2023

  Mr. **** brought his vehicle into our Service department on 03/08/2021 with the concern of “Hears valve tapping when cold, goes away after warming up, wants to know if normal.” At that time, we were unable to duplicate the concern. Mr. **** then brought the vehicle back in to the Service department on 10/04/2023 with the concern of a “Ticking/slapping sound from engine on cold start.” The vehicle was dropped off the night prior and upon a cold start, we were able to verify the concern and found a stuck lifter to be causing said noise. We called the warranty company to see if we could get the claim approved. The warranty company denied the claim due to the truck being equipped with a lift greater than 4 inches as well as not having all maintenance completed as per the vehicles owner’s manual. Mr. **** did not complete all the services as outlined in the owner’s manual, at the mileage intervals stated by the manufacturer. Services not completed include Tire rotations, Engine air filter replacement, cabin air filter replacement and engine coolant replacement. At the time of vehicle purchase, Mr. **** signed the “Lifetime Powertrain Limited Warranty” form that states in section 6, number 1. “You are required to have ALL of the manufacturers recommended vehicle maintenance services (as specified in the owner’s manual) performed within one thousand (1,000) miles of the recommended service intervals at a licensed repair facility of your choosing.” As well as section 9 (Exclusions), number 13. “Repair or replacement of any part of the vehicles powertrain components, exhaust system or suspension system has been modified in a manner not approved by the manufacturer.” Furthermore, he also was presented with and signed the “Customer Acknowledgement Form” which reads as follows: “By signing below, I understand that it is my responsibility to have ALL required scheduled maintenance completed in accordance to my owner’s manual… Failure to comply will result in immediate forfeiture of lifetime powertrain benefit...”  A lifetime Powertrain warranty was provided to Mr. **** with the purchase of his vehicle, at no cost to him. The provisions of this warranty were not properly followed, resulting in the denial of the claim by the underwriters at the warranty company. 

  Customer response

  10/17/2023

  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.
  

  I do not accept the response from Laurel Toyota because all necessary maintenance was completed within the timeframe stated in the owners manual. They should have advised me to leave the vehicle back in 2021 when the issue was originally brought to their attention before any modifications were made to the vehicle and the probelm could have been resolved at that time but they chose to disregard my concern as something normal. ( just an fyi modifications stated by Laurel Toyota have nothing to do with the lifter problem as it was an issue beforehand anyway) I also reject their claim that this was only brought to their attention on 2 service visits. This was brought to their attention at every service appointment from that point forward they just chose not to document it and now I can see why. I also provided all service receipts to them proving all service was completed on time as per owners manual so I don't know why they included that in their response? As a business who acts like they are so involved with the community surely isn't treating a verteran with the same respect and appreciation as other businesses in our area. I hope others read this on the BBB site and choose not to support a business like this I know I surely won't as well as numerous members of my friends and family. 
    
  Regards,
  
  ***** ****

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had work done on my truck on 07-15-22 changed ignition coils and plugs said that the truck was under water at some point paid them picked up the truck only to find out the mis is still there can't get calls back when I do get in touch they give me the run around

  Business response

  08/17/2022

  We are actively working to get this customers issue resolved. The service manager is handling this directly and will have a resolution for the customer asap. 

  Customer response

  08/17/2022

  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,
  
  **** *****

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife scheduled a 5K miles service at Laurel Toyota for 3 June 2022, at 10:30 AM. On the morning of 3 June 2022, my wife and I drove separately to allow ample to to perform the service, which is primarily a tire rotation and multi point inspection. We have a 1 year old and expecting our second in June. We intended to have the service completed before our family grew. After arriving at 10:25, and checking in, the one service professional informed me that they were behind. I responded with “no problem, my wife also drove”. Again to provide ample time. After spending time in the area, we arrived back at the dealership and I personally looked into possibly purchasing another Toyota. After the discussion was over, I went to check in the status of the car in service at 2:20 PM. The service professional seemed confused why my car hadn’t been serviced and explained that it was predominately a tire rotation. It was explained that it hadn’t yet been serviced, at which time I asked for a manager and explained my digest, in which he agreed that it was ridiculous. I explained that I needed to leave for family reasons. Therefor the vehicle was there for four hours and nothing was done. I contacted Toyota corporate to submit a complaint. They responded and explained that the dealer would contact me and that they had offered to pick up and drop my vehicle off from my residence, which was a complete lie. I am absolutely dissatisfied with the dealership and want action to make things right.

  Business response

  06/08/2022

  On the date of 6/3/2022, Mr. ****** had dropped his vehicle off for its first service. Due to being understaffed for the day and a few large jobs previously in the shop, we were unfortunately running behind schedule. When Mr. ****** arrived to pick his vehicle up, we had talked, and he informed us that he was going to take his vehicle elsewhere. I spoke with Mr. ****** and apologized for the inconvenience and informed him that we would love the opportunity to pick his vehicle up, complete the service and deliver it back to him. he stated that his wife is due to have their baby any day now, but he would reach out to us and schedule that pick-up and delivery service once everything settled down a little bit on his end. 

  Customer response

  06/08/2022

  
  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

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1-24-22 I began the internet purchase of a 2018 f-150 from Laurel. On receipt of truck it had damage that was not disclosed in the advertised photos. I sent photos and repair estimates and sent to *****, the sales rep who stated that he would forward to his gm. I was not expecting a perfect vehicle but the damage should have been disclosed in a vehicle described as a 10 out of 10 condition. The estimates come to just under $2000. I can’t return the vehicle since I live in Texas

  Business response

  03/04/2022

  I am waiting to see copies of the estimate for the repair. I am curious why he is only asking for $1,200 when he claims the repair is $2,000

  Customer response

  03/08/2022

  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.

  
  I have sent the estimates to ***** ****, the salesman who sold me the truck. One estimate was for damage to the bed and the other was for damage to the driver side door post. I also sent photos of the damaged areas. As for the $1200, I plan to spray in bed liner which costs less than bed repairs. Please let me know if further info is needed.
  

  
  Regards,
  
  **** ******

  Business response

  03/08/2022

  I HAVE VIEWED THE PICTURES AND THE ESTIMATE, AS TO WHETHER THE DAMAGE WAS THERE BEFORE IT WAS TRANSPORTED I'M NOT SURE. WE CAN DO A SPRAY IN BEDLINER HERE FOR $450 AND TO REPAIR THE PILLAR THAT IS SCRATCHED WOULD BE ABOUT $300. I AM WILLING TO GIVE $800 TOWARDS THE REPAIR.

  Customer response

  03/09/2022

  
  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,
  
  **** ******

  Customer response

  04/19/2022

  I have still not received anything from them concerning the cost of repairing my truck. 

  
  

  Business response

  04/20/2022

  I am cutting the check today and will overnight it to the customer.  It was an oversight that the check was not issues.  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car there they said they would honor my warranty well after the wouldn't when call it in and said I had to pay and also I just changed my oil this week and checked level before I went in dealership. They lied and tried to get over on me said it was low they lied . Then said nothing is wrong with my car and through me out and wouldn't even discuss with me. Service manager and employees behind desk very threatening basically pushed me around and I'm 58 yrs old and disabled. There is no way someone should be able to operate like that. Do they think there enforcers or something. I was in fear of them. As my car in in bad shape and several things wrong they lied about. I went back tried to pay for oil change and reconcile they threatened me and embarrassed me and though me out. Leaving me stuck. This is no way acceptable something g needs done especially with manager Josh and service department.....very mean and wrong to do that to a disabled person.

  Business response

  01/14/2022

  Mr. ***** brought his vehicle in for a check engine light on 1/11/22. The vehicle was out of factory warranty and the customer had an "aftermarket " warranty from the place he purchased the vehicle. We performed diagnostics to determine the cause of the check engine light. The code stored in the vehicles computer was P0021, we performed tests on the actuator and determined the actuator was working at the time the vehicle was checked by our technician. The technician also noted that the oil was 3/4 of a quart low and the customer was using a non-Hyundai oil filter. The next step after confirming the actuator was working correctly, was to change the oil and install a factory Hyundai oil filter. The customer agreed to the oil change. 

  When the vehicle was done, Mr. ***** refused to pay for the diagnostic fee and oil change. Mr. ***** was belligerent to our staff and refused to pay for the service work. We did not charge him and allowed him to leave without paying. 

  Mr. ***** returned on 1/13/22, requesting to pay for only the oil change and demanding we work on his vehicle for free.

  Based on Mr. *****'s belligerent behavior towards our staff, as well as refusing to pay for services that he requested and were rendered, we asked him to leave and not to return.

  Customer response

  01/14/2022

  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,
  
  ******* *****

*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. ↩