ComplaintsforBaierl Toyota

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by Joe from Baierl Toyota regarding a 2017 Toyota Highlander. I explained to him that I didn’t want the Highlander and he had no right to run my credit for a vehicle I didn’t want! I received a denial for this vehicle which is affecting my credit score! It’s illegal for someone to not only run a credit check for a vehicle you did not want but without your permission! I have tried to contact the dealership Doug ward who is the director and he refuses to get back to me! These people need fired for illegal activity! And they also need to contact the credit bureau and report they ran my credit for a vehicle in error!

  Business response

  05/07/2024

  We had received an inquiry from this customer and a completed credit app and a copy of her ID and consent to run credit and to apply for financing.  We sent in order to assist with the customers needs of a vehicle to 3 banks which is not excessive in any way we did deal refresh with the banks different trying different ways to help this consumer obtain financing.  

  Customer response

  05/07/2024

  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 below.
  
  They submitted my application for one vehicle not the more expensive one they contacted me about
  
  Regards,
  
  ***** *****

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 3rd my father bought a used car from Baeirl Toyota. It broke down before he got home from the dealership. They said they would send someone Monday Feb 5th. They towed it back to the dealership and said that the engine needed replaced and it would cost an additional $4000. Now they have the car and won't help or respond. The dealership is too far away and my dad has no transportation and is out $9000 cash. They had him write a check. Please help. *** ***** ********** *** *** ****

  Business response

  03/14/2024

  *** ********** did buy an As-Is vehicle that broke down. Jordan ****** the General Sales Manager
  was working to trade *** ********** out of the vehicle as a solution for all and was in communication
  with him as well as potentially repairing the vehicle as another option. ** ********** then agreed to
  the offer. Later that day ** ********** called and asked for another $1000 which we agreed to
  quickly. Shortly after this *** ************ son started calling employees. He started with Rudy who
  was the salesperson. In that conversation he yelled and aggressively threatened that “He would come
  out there”. He also text Rudy saying Jordan is a swear word. He asked for the managers number. After
  receiving the phone numbers, he started calling both the sales manager Patrick D**** and Jordan
  N****. He yelled at Patrick and called him a scumbag who knew the car was a bad car as well as an
  several other swear words over and over. He then started on Jordan N**** shouting and yelling calling
  him swear words and left a voicemail I jut listened to calling him a foul swear word. My people have all
  said due to the threatening and aggressive nature they blocked *** ************ sons phone number.
  My offer to a solution is that I will work personally with *** ********** and only ** ********** with
  either repairing or trading him out of the vehicle and getting him into something else. I will treat him
  fairly and make him an offer either way and give him more financial consideration for a solution for
  whatever way he wants to go and resolve this amicably.
  
  Brad P*****

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back on November 27th, 2022 I had totaled my previous car hydroplaning in the rain. I went to purchase a car fast so I had transportation to and from work again since I could not afford to call off. I went to the Baierl Toyota dealership and saw a pre owned 2018 Camry Se with a clean title that was not flood branded or salvaged. The car had 67k miles when purchased so it was fairly new still. They pushed me, as a first time and young car buyer, to get a "Zurich" warranty that supposedly covered "electrical, engine mechanical, transmission mechanical, and suspension problems. Anything non wearable." After 4 months of having the car, both right calipers seized completely for no apparent reason. The slide pins were unremovable and there was so much rust and brake dust stuck in the slide pin holes. The calipers were covered under warranty but the slide pins were not so I had to pay 200$ just to replace 10 dollar slide pins. I took back my car and drove it for another 4-5 months before I started having issues again. While driving on the highway my right strut pulled straight through the mount housing, causing me to drive without any front right suspension. There is a level of rust on the front right strut mount that is no doubt previous water damage. For this cars age only being 5.5 years old, there is no way that rust would naturally occur in its area to cause a suspension failure. Conveniently all the issues occurring are on the right side of the car only and the left side is in good condition. I have been told to tow my car multiple times to different Toyota dealerships and the South hills Toyota dealership told me that they also believe I was sold a lemon car. I was unable to handle this earlier nor was given any knowledge on how to go about handling this situation which is the only reason why I didn't do it before my one year mark, but no doubt I was scammed into buying a hidden flood car and they are dismissing all claims and not taking fault. It goes deeper too

  Business response

  03/14/2024

  From: Courtney G****** ***************************>
  Sent: Wednesday, March 13, 2024 4:59 PM
  To: Brad P***** ***********************
  Subject: Re: BBB
   
  I spoke with the customer the last week of February. The customer requested the warranty be canceled and refunded. I sent him the paperwork to begin that process, the customer returned that paperwork to me and we submitted on Monday March 11, 2024. The refund will go to his lienholder. I told the customer that once it is canceled and we get the total of that. We would reach out again to discuss any difference. The customer was happy with this outcome
  
  Courtney G****** |   Service Manager
  Baierl Toyota

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 8th, 2023 my husband and myself went to Baierl regarding the end of my lease terms and discussed purchasing my 2020 Toyota Tacoma. I worked with sales rep JD and he informed my husband and myself that the protection plan that I purchased when I leased the truck would cover any issues I had (a few scratches and 2 small holes in front and rear seat) once I signed the documents and that he would get me the information. He ended up not being at his desk or in sight once documents were signed and I tried calling countless times for the information just to keep getting the run around and having to leave messages. Now today I finally get informed that they are not going to do anything because I purchased my truck and that the sales person "did not say that" when my husband and myself both asked him and he clearly said yes that it would cover those concerns even after the truck was purchased. Over a month later and I get told this. This has been the WORSE experience I ever had with any dealerships and now I am stuck with issues that happened and was lied about that would be fixed when now they are claiming they wont. I even went as calling the Sales Manager about this issue and he still has NOT called me back.

  Business response

  10/30/2023

  During *** ********* original visit to the dealership her and her significant other were deciding on whether or not to lease a new vehicle or purchase their current lease.  We gave them options on both buying out their current lease and purchasing a new vehicle and awaited their decision.  After a few weeks they decided to purchase their current lease from the bank.  We obliged and facilitated the purchase of her current lease on their behalf.  At this point we became facilitators of the purchase on their behalf as they were purchasing their own vehicle.  They had originally purchased a plan on their lease that had covered any excess wear and tear upon returning the vehicle to the bank when they decided to purchase it that product to protect getting billed from bank ended.  They did not return the vehicle to the bank but instead purchased the vehicle.  They were requesting the vehicle be repaired anyway.  We explained that is not covered when you purchase the vehicle only to protect you when returning your lease.  They stated to us the salesperson said that it would be covered.  I spoke with the salesperson, and he mentioned that he explained the opposite.  Our salesperson would have zero motivation to tell the customer otherwise.  That would only decrease his chances of selling the customer a new vehicle.  Eventually I spoke with the customers via telephone.  When I spoke to the customer, I attempted to explain the situation.  At that point *** ******** became irate.  She started using vulgar language and I politely asked her to stop raising her voice and that I would gladly look at the vehicle to see if I could be of help considering they were previous customers.  The customer did not seem to hear that part as they continued using vulgar language at a raised volume.  I then ended the conversation abruptly.  The customer called back shortly thereafter.  I answered and asked them not to continue speaking that way.  *** ******** continued in the same manner.  I then ended the call once again.  *** ******** has been irrational the entire time and will only accept what she believes to be the answer as the answer.
  
   
  
  Sincerely,
  
  JORDAN N**** | GENERAL SALES MANAGER | BAIERL TOYOTA

  Customer response

  10/31/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******** ********

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from this dealership in February of 2022. They were a headache to deal with then and still are a year later. I have tried contacting the finance manager, Lou, at least four times now the past two weeks to no prevail. I've also resorted to calling and asking to speak to a GM or store manager and either no one is available or I'm told I will get a call back. I NEVER GET A CALL BACK. I've gotten laughed at by their operator lady when I asked why noone ever calls back and to please make sure I get transfered to a person who picks up, unprofessional. All I need is a copy of my bill of sale and/or a copy of the title I signed. That's it. The used vehicle I purchased is having a case opened against it because of problems its had since i drove it off Baierls lot and Subaru needs that to prove I'm the actual owner. Unfortunately I recently moved and can't find my documents. This request should be so simple, and it's ridiculous that no manager even has the decency to call a customer back. I will never buy a Toyota because of my experience with this dealership. All I would like is for a manager to provide me with those documents.

  Business response

  06/21/2023

  I talked to Lou and he said had not received a voicemail for *** ***** before.  On 5/24 Tim S*****t (*** ******* salesperson) came into Lou’s office saying *** ***** had tried reaching out to him several times.  Though there were no voicemails, she could have left a message with someone else.   At the time Tim came to me, I said we needed to pull the deal, it was in storage with the 2022 deals.  Tim scanned the copies and sent them to *** *****.  *** ***** responded that she received and thanked him.  Tim S****** has the sent email and response.  
  
  Lou phoned today (06/20/23).  Lou said other than the day of 5/24/2023, he had not contact from or to *** ****** but when it was brought to his attention this was handled that same day.  He sent an email yesterday to *** ***** (2:40 PM EST);  after he left voicemail.  Neither have been responded to as of now, I believe with her conversation with Tim, this was handled on last month on 5/24.  I asked Lou to send the customer her buyer’s order again.
  
  Thanks

  Brad P***** | General Manager

  Customer response

  06/21/2023

  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.
  

  The attachment shows the calls I made to Baierl. Yes. Tim immediately assisted me with what I needed, thankfully. But either the GM and or Lou is lying about never receiving calls or voicemail from me. I also left my name and number with two other associates of this business, for Lou and the GM to call me back but noone did.

  It's dissappinting the lengths this business has gone to treat a customer so poorly. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Returned a part which I paid for a by a debit card and was told they would have to send me a refund by check. Its going to be 2023 and you cant refund a debit card this is absurd if this is your policy it should be posted. As of 12-21-22 I have not got a check for refund.

  Business response

  03/29/2023

  In reference to complaint * ********* Unfortunately, our system does not have the capability for us to refund debit cards. However, we did issue *** ***** a refund on 12/14/2022. He cashed the check on 12/29/2022. I have attached both copies for your review. I apologize for our delayed response. Please let me know if I can be of any further assistance.
   
  Thank you.
  
  Dawn S****** * Business Manager

   

  See Attachments

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 79000 truck needed financing thru dealer. Had a trade in of 27589 also put 1500 down by check picked truck up next day The next week I got a call from Lou who did my paperwork said there was a mix up you owe 6500 for your down payment. I said there is a mix up I didn’t have 8000 to put down I had 1500. He said he was on vacation when he got back he would find out. So a couple weeks went buy Lou called me back and said I need 6500 for my down payment that would be 8000 down that’s what he turned in to the credit union. I didn’t agree to that I gave him a check for 1500 down that was our deal. after 3 weeks I get a certified letter in the mail that the paper you sign for is gone no one signed it. And inside is a buyers order that said I put 8000 down my paper I got the day I bought the truck has 1500 down same paper 2 different amounts now. I’ve talked to credit union on 4 occasions now he’s trying to get them to add it to my loan the credit union will not do that I need to get another loan. I asked the credit union if we’re good on our end they said yes we are. this problem is between you and baierl Toyota. So I bought the truck on 8/30/22 got this letter on 10/26/22 in the letter it said they have made numerous attempts to speak with me. That’s another lie so I called the general sales manager who’s name is on the letter and left him a message and my number and he’s not responded.

  Business response

  04/11/2023

  we reached a settlement with the customer.  We split the money he is good.
  
    
  
  Brad P***** | General Manage

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought our vehicle a 2017 Toyota Corolla at Barrel Toyota Cranberry Pennsylvania 16066 upon signing the contract the dealer said that we would be paying for Lifetime oil changes and that the oil was Mobil 1 a few months after doing research I found out that 0w20 for Toyota is made by expon mobile so I decided to bring my own oil after the first oil change of bringing my own oil the dealership left no oil in the vehicle and I drove 20 miles home with no oil. The dealership did nothing to compensate nor apologize for the incident also we went through two sets of Toyota brakes within 9 months the first set Toyota replaced for free 2 months later the brakes and rotors were completely shut this time I decided to purchase Duralast Ultra Platinum ceramic brakes which have been on the vehicle for over 2 years when we got the car inspected they noted that the brakes had and the rotors were fine and the brake pads had 50% of life a few days later the brakes started grinding into the rotors I took the vehicle to a different place and the mechanic said that the front brakes were completely shot digging into the rotors there was nothing mechanically wrong with the brakes or rotors they were just completely shot which is surprising because the dealership passed the car for inspection after bringing this to the attention of the floor manager not the service manager because she completely ignores any of my complaints but the main manager of the dealership told me that I should stop acting like a baby and a person like me can never be pleased even though I had legitimate complaints the dealership offered half of the money back of the purchase of the lifetime oil changes but due to the circumstances we feel we are entitled to the full amount because we were buying our own oil for over a year and a half the manager repeated stop being a baby stating numerous times that a customer like me could never be satisfied nor can never be pleased again this is Barrel Toyota Cranberry pa

  Business response

  08/11/2022

  I will dig in to see what transpired here.  I can confirm I am the General Manager and did not talk to this customer and say any of what he claims I did.  I will research the rest.  I will say I was not the General Manager in 2019 or the first 2 months of 2020 and he owned the vehicle then.

   

  -Brad P*****

  Customer response

  08/11/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  

  From: ***** *** ******* ******** *********************>
  Date: Thu, Aug 11, 2022 at 1:45 PM
  Subject: ********* *** **** *****
  To: [email protected] <[email protected]>
  
  
  I read the reply from the dealership I called the dealership six times they refused to give me the manager's name I spoke to but he did say that I would get half the money back from the unlimited oil changes but because of the incidents we want a full refund because we have been buying our own oil for over 2 years the manager I spoke to is the person that called me a baby and said repeatedly that a customer like me could never be satisfied even after explaining that I drove the vehicle off of the lot with no oil and drove 20 miles I also explained that they passed the car inspection while the brakes were grinding into the rotors I have proof that the brakes and rotors were replaced one week after inspection I also had an issue during the first 9 months with Toyota brakes going through two sets that's why I decided to put aftermarket brakes on also the dealership repeatedly at the service station for over two and a half years said that 0w-20 oil is made by Mobil 1 I repeat it's made by ExxonMobil you can research it yourself that's why I decided to bring my own oil because we were on the understanding of we were getting Mobil 1 full synthetic even during the last visit that I had when the car was being inspected I argued with the service manager and the people working in the front counter they repeatedly said it was mobile one oil so I proved to them that it's not mobile one oil it's exxonmoil oil not mobile one so they continuously try to deceive me about the oil and that's why I brought my own oil because I want the car to last a good long time so I was bringing my own mobile one oil. It's mind boggling that no one at the dealership even apologized about lying about the oil all they had to do is research it I called other Toyota dealerships and they looked into it and they looked and it clearly says on the box that it is made by X on mobile 0w-20 no apologies for the brakes no apologies for the driving off the lot with no oil all we want is a full refund in a timely manner so we can continue to get our oil changed but we do not want the brand that they have and we do not want to continue to buy our own oil because we already paid for full synthetic mobile one that we were told for over 2 and 1/2 years up until the last visit when I had to prove to them that it's made by ExxonMobil not mobile one also no apologies for letting me drive off the dealership while the brakes were clearly at a zero but they Mark the brakes at 50% of pad life which was not the case because I had to replace the brakes and rotors a week after inspection

  Regards,
  

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

  Business response

  09/12/2022

  We are willing to give a good will amount of $400 last pay out for his inconvenience.  We already have gave him half of his money back for the package he purchased plus the labor and parts for the oil changes he already received.  The package cost $849.  He does not like the oil we use(which Toyota states that is what the vehicle can take to operate as built).  He asks for our techs to short him oil so he can put an additive in which we can not do in an oil change and the techs individually are not comfortable with.  He has opened several cases with Toyota and our corporate personnel and we had decided to give him the last good will offer, this is the last offer I will make.  He claims he met me, in fact I have never met him and made the claims he says I made.  We would like to offer this and just part ways moving forward. 
  
  Thanks,
  
  
  Brad P*****| Multi-Store General Manager
  Baierl Toyota  | Baierl Ford
  ******* ***** ************** ***** *************** ********************m
  ******* *************** ******** ************** ********* *** ********* ***
  

  Customer response

  09/12/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******** we accept but please have the check in a timely manner

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 22nd, 2022 I bought a used 2013 Jeep Wrangler from this dealership. While on the drive with the sales guy; Tommy; the TPM light came on and he said they would look at it. That was not fixed and will still randomly come on. I figured “whatever, not a big deal. it’s a used car.” About 2 weeks after having the vehicle the check engine light came on, i had it checked, cleared, didn’t come back on for about a week. came back on and my wipers quit working in the middle of a snow storm. I live an hour away from the dealership so i figured i’d call and see what we could do to get the problem fixed, i’ve called and left voicemails multiple times with no reply. I paid $23,000+ for the vehicle and they can’t even reach out to me and try to help me?! I’ve had it just over a month and am now responsible to pay for this on my own. I’m not asking for them to completely pay for it, but even if they’d help or offer to have one of their techs look at it! This is the worst customer service i’ve had at a dealership ever!

  Business response

  05/10/2022

  The customer purchased the vehicle knowing it was being sold “as is.” The used car manager did have a missed call from the customer and the salesperson was out of town when the customer initially called. Once the salesperson returned, he was in communication with the customer. The salesperson spoke with the customer and offered assistance to fix the vehicle if he brought it back to us. He refused to bring it back to the dealership then opted to have it repaired at his own repair shop.

  **** ******

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to Baierl Toyota on October 12th, 2021 to have service performed on my 2019 Toyota Rav-4 with 34,700 miles for a state inspection, tire rotation and tire pressure monitor issue. While waiting at the dealership for this to be done, one of the service department employees told me that the mechanic recommended a flush/replace brake fluid and fuel induction service to be done. Not having a mechanical background, I assumed that this was recommended by the manufacturer and agree to have the extra service done which cost a total of $308.35 including tax. The next day I looked in the maintenance booklet and neither of these service are listed anywhere. I feel that I was taken advantage of and this was confirmed by 3 friends who are familiar with automotive maintenance. I met with the manager at Baierl's service department on 10-18-21 and he won't refund me any money. I hope that you can help me get refunded for these unnecessary services as soon as possible, Thank you

  Business response

  11/30/2021

  Our Factory Certified Technicians do recommend these maintainences as preventitive maintainence and consider it the best practice to do these services to get the best longevity out of your vehicle.  The customer had the handout that discloses this recommendation.  The customer approved us to add the product and pay a tech to do the work.  We did so and we are not going to refund the work that was performed.

*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. ↩