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:07/14/2023

  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 purchased a car from Reedman Toll Chevrolet in Langhorne, PA on May 11, 2022 for $22,999,. The car was given 1 year warranty. On Monday, May 22, 2023, just over 1 week after the warranty expired, the car wouldn’t start. The dealership was contacted on the same day and informed me that I’d need to tow the car over, at my expense, plus a $250 charge for checking it. Not to mention what it will cost to actually fix it. I couldn’t afford the expense nor the time. Subsequently I called *** and later took it to a local mechanic. It was determined that the problem was the battery, which upon retrieving it, it was guaranteed to last only for 18 months. The same battery that, unbeknown to me, came with the car when purchased. Diagnosing and replacing the battery cost $299. On 5/23/23 we called back Reedman Toll to inform them of this situation. Eventually we ended up talking to the Director of Use Car Sales, a *** ****. He was rude and dismissive, not even requesting specific information of the car. It was clear by his repetitive answers what the official line of the company was, don’t entertain the concern/complaint. Even after I told him that by selling the car with so short live battery, was jeopardizing my safety. Furthermore, when we told *** **** that because of his stance and dismissiveness, our only option left was to seek outside assistance, he stated loudly that I was threatening him and that all they will have to do was contacting their lawyer to answer the complaint. Rampant disregard of civility and fair business practices by Reedman Toll, which acts in bad faith, deceiving and taking advantage of unsuspected customers.

  Business Response

  Date: 08/25/2023

  Hello,

  I apologize for the delay in this response, as we just found that both notifications regarding this complaint went into our spam folder.

  Prior to selling any pre-owned vehicle Reedman-Toll completes a safety and reconditioning process. We have reconditioned thousands of vehicles throughout the years and we stand by our reconditioning process.  As part of the vehicle inspection process, the battery is tested to verify that there are no issues with the battery.  As you know when buying a vehicle, new or pre-owned, parts can fail or break at any time, whether it be one day after purchase or 5 years after purchase.  We had no control over the vehicle battery needing to be replaced a full year after purchase.
  I have spoken to **. ******** after he filed an Attorney General complaint and explained to him that a battery would not be covered a year after purchase. 

  *** ******

  General Manager

  Customer Answer

  Date: 10/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the battery they sold in the car was only good for 18 months. Standing by that only speaks of deception.

  Reedman Toll is a misrepresenting facts and taking advantage of customers. Not to mention the poor and abusive customer services provided.

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

  Business Response

  Date: 10/18/2023

  We stand by our initial response...

  Prior to selling any pre-owned vehicle Reedman-Toll completes a safety and reconditioning process. We have reconditioned thousands of vehicles throughout the years and we stand by our reconditioning process.  As part of the vehicle inspection process, the battery is tested to verify that there are no issues with the battery.  As you know when buying a vehicle, new or pre-owned, parts can fail or break at any time, whether it be one day after purchase or 5 years after purchase.  We had no control over the vehicle battery needing to be replaced a full year after purchase.
  I have spoken to **. ******** after he filed an Attorney General complaint and explained to him that a battery would not be covered a year after purchase.

  Customer Answer

  Date: 10/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Reedman Toll continues to fail to address the specific issue at hand: selling an over $20,000 used car with a lifetime battery of 18 months. That's simply being cheap and disregarding consumers' legitimate concerns. 
  I'll take this as far as necessary, including all forms of media, to expose their business practices. This is Lemon Law material. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  Date:02/17/2023

  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.

  ReedmanToll was working on my truck's information center that was under warranty. After 3 appt. problem was not solved. Mean time warranty expired but same problem was not solved. They made 4th appt. for the same info. center issue and problem was fixed. But I had to pay $916.63 to get my vehicle back. I contacted GM ******* and after looking in to my case ***** refunded me $505.02 and extended warranty for 1 more year. I have made appt. with ReedmanToll general manager (*******************) and asked for a refund since work was done under warranty but he refused. and that is why I am writing to BBB with hope you have more authority than I do. Respectfully *********************** 2/17/2023

  Business Response

  Date: 02/28/2023

  **************** brought his vehicle in on 11/17/2021 for the radio screen intermittently goes black. ************** had a service bulletin and software update for this concern. Vehicle was repaired under warranty. 
  
  **************** came back on 1/25/2022 stating the radio would not turn off or on at times and cannot change stations. Vehicle was diagnosed and a radio module was replaced for this concern. Vehicle was repaired under warranty.
  
  **************** came in on 7/13/2022 with a concern that the radio keeps freezing, shutting down and rebooting, and cannot control functions. Vehicle was diagnosed, and found aftermarket device plugged in the *** receptacle. Device was removed and *** port was tested and found internally shorted. **************** was advised up front that his vehicle was no longer covered under warranty for his concern. **************** authorized the diagnostic time and replacement of *** receptacle. **************** paid for the ordered part and diagnostic time, and part was ordered. **************** returned on 7/15/2022 to have the ordered *** receptacle installed. Receptacle was replaced and both radio and receptacle programmed.
  
  While vehicle was here for 3 different infotainment concerns, the last concern was related to an aftermarket device using or charging through the receptacle. Due to the vehicle being out of warranty, and possibility the aftermarket device shorted out the receptacle,no refund was offered. It has also been over 6 months since the repair took place.

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

  Service Manager

  Customer Answer

  Date: 03/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  
  Good Morning.

  reason #1 :

  work on my radio started UNDER WARRANTY AND WAS NOT completed on time. IS THAT MY FAULT ????

  reason #2:

  GM provided usb ports for consumer use with assorted number of devises, by design. (USB sticks , dash cam. GPS  and so on)

  reason #3:

  GM DOS NOT makes those devises, there for all of them are  after market.  also there are other Colorado owners that using same  devises with no issues.   So USB interface on my vehicle was defective and now I am using same devises (AS  BEFORE) with new  USB  interface with NO ISSUES.

  ,
  

• Initial Complaint

  Date:02/07/2023

  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 purchased a used vehicle from Reedman Toll on May 26, 2022. The vehicle was advertised as a Acura ILX WITH technology and A-spec package. On Feb 6 2023, after discussing with an appraiser, I was told that the vehicle DOES NOT have the technology package, and is actually an Acura ILX Premium and A-Spec Package (two tiers below what was advertised). Reedman Toll falsely advertised the vehicle I purchased (advertising as a higher end model/features it does not have). After looking at the paperwork, I noticed that the trim of the vehicle was NOT listed on any of the documentation I signed. I found a video Reedman Toll posted on ******** showcasing the vehicle (the title indicates it's a Technology/A spec package). In the attached pictures, you will see that the stock number on my buyers guide matches the stock number in the video title. The page on Reedman Toll's website that originally listed my vehicle, has my VIN in the link: ************************************************************************************ . I spoke with the general manager on Feb 7 2023, and he was not willing to work with me towards my desired resolution: returning the vehicle for the price I paid. I explained that the false advertising which listed the Acura as a higher end model influenced my decision to purchase the vehicle. In addition, since all of the documentation I signed did not list the correct trim, they failed to disclose a material fact about the vehicle. Despite my explanation, the manager I spoke with would not help me towards the resolution. I would like to amicably resolve this by returning the vehicle for the price they sold it to me for, plus any additional amount I paid (warranties, insurance, etc.)

  Business Response

  Date: 02/16/2023

  After receiving this complaint our General Manager, *******************, reached out to ****************, as he was unaware of this situation. He reviewed all paperwork regarding the purchase of the vehicle by **************** and confirmed that the selling price of the vehicle **************** purchased was based off the actual components in the vehicle.  As with all of our advertising we are very conscious of showing our potential customer completely accurate information, it is very rare for an issue like this to arise, but in the case that there is an issue, we always have a full disclaimer urging customers to verify all information with the dealer. See attached document.
  
  **************** had two lengthy conversations with **************** to discuss the issue and explain his findings once we reviewed all paperwork.  At the end of their last conversation **************** believes that the **************** understands that Reedman-Toll does everything possible to give proper information for our customer to make an intelligent decision.

• Initial Complaint

  Date:01/02/2023

  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 have a vehicle which according to the ****** service damages occurred to the vehicle resulting in the check engine light turning on and warranty would not cover. I went through my insurance and dropped the vehicle off on Wednesday for an inspection and for repairs to occur. I called on Saturday to check on the status as my insurance completed I inspection and an estimate was received. The person I spoke with was rude and abrupt on the phone would not give me any information and basically told me my car had not even been touched because they are waiting for the insurance estimate. My complaint is I have been waiting for my car to be repaired for three days with no resolution or an answer. They should have provided me with an estimate for the repair when I dropped it off and I need my car back.

  Business Response

  Date: 01/03/2023

  Vehicle was diagnosed 12/22/22 for the active grill shudder malfunction due to damage to the front of vehicles bumper. Customer was advised that there is front end damage that caused the active shudder to fail, and that the repairs would not be done in one day. She was also advised that she may want to go through her insurance company. Customer dropped off again 12/28/22 at 7:48am. At that time, she provided a claim number. The insurance company called the same day at about 4:20pm, and informed the advisor they would be sending out an adjuster to look at the vehicle. The adjuster came out on 12/29/22 about mid-morning. The adjuster stated that they would be in touch, and that they would probably send the vehicle to a body shop. We were not provided a copy of the estimate nor did we receive a call from the insurance company. Customer was advised of this on Friday 12/30/22, and on Saturday 12/31/22 she was advised that the vehicle would be sent  the body shop Monday 1/2/23 since the mechanical and collision repairs are related. Without seeing the estimate, I am not sure how many days for the for the body repairs. Customer was advised when she picked up the car on 12/22/22 and dropped off the car on 12/28/22 that this was not going to be a next day repair. The vehicle is currently with Burns Collision Center.  It is our understanding that the Collision Center had to order multiple parts to complete the repair and they reached out to the customer earlier today.
  
  Gregory E**********;

  Service Manager

  Customer Answer

  Date: 01/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Some of the content in the response is inaccurate.  I was not contacted on Friday 12/30/22.  I called to check the status of my car on Saturday 12/31/22.  The person I spoke with was very abrupt.  There was no communication from the service until then.  I was informed on 12/28/22, it would take five days to complete the repairs.  The issue is one, my car was just parked for four days with no communication from Reedman toll until I called and voiced a complaint to management about this issue and two, if there was no estimate received from the insurance I should have gotten a call, three my car should have been transferred to the collision center sooner and four, no apology nor offer of a rental was given.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 02/13/2023

  We will have to disagree on whether the customer was contacted on 12/30 or 12/31.  Our records indicate it was the 30th but the customer disagrees.  Due to the involvement of the insurance,the damage to the front of vehicle, and no copy of the insurance companies estimate for repairs we would not have been able to predict a time of completion for the vehicle when it was dropped off. The insurance adjuster did not look at the vehicle until day 2. On day 3 we set up with the body shop with the body shop to perform the necessary repairs. Day 4 the body shop was closed.Unfortunately, we do not have rental vehicles for non-warrantable repairs.  If the customer had rental coverage on their insurance policy, it would be the responsibility of the insurance company to provide a rental since a claim was filed with them for repairs.

• Initial Complaint

  Date:12/13/2022

  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.

  Basicly I bought a 2015 ***** ******  in less than a year my transmission goes on me. I. contacted customer service @ they said bring iit in. So they supposed to have fix the problem but they didnt it's like I got sold a recall car And my transmission just went the question I want to know is was my transmission rebuilt or was it new they claim theirs no record

  Business Response

  Date: 01/02/2023

  Vehicle came in with check engine light in July 2019, we performed diagnostic for *** ***** that relates to the shift solenoids in the transmission, these solenoids are part of the Valve Body and serviceable with the Valve Body. Per the diagnostic procedure outlined by ***** we replaced the valve Body and road tested to confirm the repair. Vehicle was operating as designed.
  
  We did not replace the Transmission.
  
  Customer returned on 10/28/2019 ** ****** for passive entry concern, we replaced the receiver Hub, covered by extended warranty.
  
  Invoice attached for the Valve Body.

  Thank you,

  John D*********

  Service Manager

  Customer Answer

  Date: 01/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************