ComplaintsforKen Ganley Toyota

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a 2016 GMC Sierra 1500 SLT 5.3L V8 on 7/7/23 at Ken Ganley Toyota in Pleasant Hills PA. The vehicle had over 72 miles and were told that the truck was in great condition for its mileage and year, "Great Deal". We purchased an extended 9000 miles/90 day warranty with a unlimited oil change and undercoating package. On 7/27/23, we took the truck for services and explained some issues to be fixed at a later date. The appointment was for the undercoating and not for the issues discribed. (Window washing fluid nbot working, Seat not Folding up and down correctly, issue with turning signal) Nothing serious. 11/20/23, Took back to get serviced forr Windshield fluid pump and expressed concern in the issues with the bucking/gears not shifting properly again. The fixed the the pump and took the Truck to Bowser for service. On 12/11/23 Bowser Entered No notes on the services. I calld recently to see if they had anything in detailed writing. Ken Ganley told us there was Nothing found and the truck was fine. Fastforward to present My truck has been shaking and jumping when the truck is in Automatic shifting between 1st and 2nd gear extremely bad to the point I don't feel safe driving it anymore. My wife took the truck back to Ken Ganley to explain our concern and displeased that it was almost treated at Boswer like a banaid to cover the issue and we were sold a truck with Fraudulently advertisement. I am almost certain I didn't sign or see a car fax. Another Chevy Dealership showed us a car fax with 41 services prior. We would have not purchased this truck knowing it already had issues

  Business response

  06/17/2024

  I took some time to gather information on the referenced transaction.  To start i just want to clarify a few items.  The vehicle at delivery had 78,712 miles on it.  The warranty was not purchased it is included on all Pre-owned vehicles under 10 years old under our "Ganley Guarantee" it is also 90 days or 3000 miles on the powertrain.  The car fax was presented and signed by the client and we retained that in his file. The Carfax at the time of purchase had 35 service records with all being general maintenance and tire purchases, typically a great sign that the vehicle was well maintained.  The Carfax also shows the average vehicle price in the market as $34,600 and your purchase price of  $32,331 ( A savings of $2,269 and there fore an excellent deal).  The vehicle had no accidents and know known history of "problems". 

  on 12/4/23 the vehicle was taken the to GMC dealer across the street, Bowser GMC.  At no cost they did an update for the transmission and test drove the vehicle for 12 miles and the technician noted the problem was not able to be replicated after the update.

  If now, 6 months later the issue is back we are more than happy to schedule a time to diagnose the issue.  Our service director Robert K******** has agreed to personally oversee the diagnosis if that is agreeable.

  Customer response

  06/18/2024

  
  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

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  John M. insisted that he could get us a lower interest rate by Toyota finance company. We already had a pre-approved auto loan with another bank. Instead, he called Wells Fargo Auto Loan and Bank of America without my consent. The manager covered for him and said it was a miscommunication. His reply was “the inquiries would come off next month since we did not accept the higher interest loans.” Hard inquiries stay on for 2 years on one’s credit report. John never returned phone calls nor was he there when he said he was to send the paperwork in to our bank until after 12:30 the next day. He was very unprofessional, rude, and arrogant, insisting that the car loan had to be in both of our names. According to the bank, it does not. He never took accountability for his wrong doings. We paid above MSRP due ot the color and the trade in value was only $16500. They are selling the car for 23,176. We almost drove out of the dealership without our license plate if I had not told the salesman . The salesman tried to superglue the plate cover over the plate since the bottom screws did not fit. The glue dripped all over the car. The mark is still on the car. I cannot get it off with diluted alcohol as suggested. I also mentioned that the backup camera is dark and blurry. It is hard to see out of it. He told me that the service department could not adjest it.. The head manager said that the roof rack attachment would be ordered at cost since the car did not have the packages that I wanted on it. However, the price he quoted to the salesperson to call me was 1.5 times higher than the local Toyota dealerships near me. Both dealerships told me that the $358 was not cost value for that accessory. They both quoted me a much lower price. None of my issues were resolved. I also feel that Ken Ganley does not value their customers especially after the sale.

  Business response

  10/12/2023

  After speaking with the client it was made clear she was aware that the finance manager would be trying another bank to get her a lower rate.  There was confusion in the fact she assumed it would be Toyota Financial.  As the General Manager i did not say it would fall off in 2 weeks i said specifically that the hard inquiry would not affect her credit score to the magnitude she was fearful off and that once a purchase shows up on her credit file that it would be a bigger driver of credit score more than the 1-2 inquiries.  We had a very good and long conversation and it seemed agreeable at time of vehicle delivery.  The client raised the concerns of the lack of communication of the finance manager, i agreed it was unacceptable and it was handled internally.  As a gesture of good will we offered the cross bars at our cost.  The difference in pricing with other dealers was the labor cost.  the part only cost is obviously much lower.

  We are more than happy to look at the back-up camera as it is a new car under full manufacturer warranty.  We can reach out and schedule that immediately.  This is the first im hearing about glue on the car but we can have our detail department address that as well.  We will reach out to trans union to see if we can have inquiries removed and will reach back out to the client.

   

  We are sorry you feel that way.  After our long conversation we were extremely empathetic to your plight as you had explained your awful experiences at multiple dealerships.  It had seemed that we were on great footing and you got the vehicle you wanted.  We assure you that you do matter and we want to make things right.  If it is ok we would like to reach out to schedule an appointment to detail the car as well as adjust/look at the backup camera.

  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.

  In my response, it was NOT clear at all that I was aware of what the finance manager did. I was not
  aware or told that the finance manager (John Mesko) had called these places until AFTER he had
  called these places. There was no confusion as he told me it would be Toyota financial only. Again,
  what is clear is the fact that he called these banks without my permission. I already had a preapproved bank loan.

  The general manager did state that the hard inquiry would fall off since the loan
  was not accepted. This was witnessed by the other party involved. in front of the white 4Runner
  model in the showcase room. Both people, including the finance manager and the general manager,
  are lying. We did not have a long conversation about anything ever. I said that I wanted to speak to
  the manager before I left that day. I had to seek the manager out twice before we left to make him
  aware of what the finance manager did. I also wanted to know why he did this without our
  permission until after the fact. Nothing was agreeable. Again, I repeat he lied to me by stating that it
  would fall off next month. The finance manager was very short and barely communicated. All he
  cared about was going home to play with his kids. No one from the dealership reached regarding the
  back-up camera or the glue Rodrigo left on the car. I also called about the title several times and left
  several messages. They just now responded today asking me why I did not send in the title blaming
  me for not sending it back. It is because I did not know where to sign it in the back. This is why I
  called several times. Again, no response from the dealership.
  

  Since no resolution was offered, I am not satisfied. We never had long conversations about anything
  for this not true. In the end, I never did attain the vehicle I wanted. This car did not have all the
  features I wanted at all, especially the cross bars as mentioned in the original complaint. I only took it
  because I got tired of playing dealership games. I was exhausted due to my experiences with car
  dealerships in the last 3 months. Nowadays, customers have to wait months until a car is allocated
  and then put a down payment on it prior to. Then wait another 3 months for the car to come in. I did
  not wish to wait another 3 months for another vehicle to come in just so I could get ripped off again.
  I do know that the dealership makes as much on financing the vehicle as they do on the sales profit
  on the car. Add in extras like GAP insurance and extended warranties and they make a great profit
  on just the finance alone. That is why customers get a discount off the sticker price if they finance it
  for you. My last car salesman told me this and that is why I went thru Ford Credit. Ford credit is one
  financial company not several banks. He was honest with me. However, in this case, the finance
  manager went behind my back and called other banks instead of Toyota Financial as he had stated.
  Now the manager is saying Toyota Financial has many banks. I have spoken to other people that
  bought cars through Toyota Financial stating that it is not. I was told otherwise by the financial
  manager. Furthermore, he did not tell me until after the fact. I did not agree with this. I would never
  have given my permission for him to call Wells Fargo or Bank of America if I had known it was
  going to be these companies instead of Toyota Financial company.
  

  If I mattered as a customer, my phone calls would have been returned and my issues resolved. If I
  mattered, Justin Y****** would not be covering up for the finance managers mistakes and lies due to
  profits and incentives. He would have resolved the issue then and there at the time of the deal like he
  said he would in front of that car in the showroom that night. I was lied to and deceived. Why am I
  supposed to accept this just because I bought a car over MSRP that did not have all the features I
  wanted or needed. The least he could do is remove the inquiries made behind my back and
  reprimand the finance manager for doing this in the first place.  

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

  Business response

  10/17/2023

  We will be calling today to offer an appointment time to look at the back-up camera and to detail the vehicle to address the glue. We have contacted our finance director to see what steps we can take to get inquiries removed.

  Customer response

  10/23/2023

  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.
  
  Due to my last experience with the dealership, I have to reject the response until the dealership
  follows through with their actions. I accept their response regarding the actions that will be taken
  to resolve the issues. However, the issues are still not resolved yet. I do not wish to reopen the case
  if the paint repair and inquiries are not removed in a timely manner.
  The last time I called Wells Fargo and Bank of America, no actions from the dealership have been
  taken to remove the inquiries from my credit report. I also took my car in for service in which I am
  waiting for them to call me back on a date that they can repair the paint damage. That will be
  another three-hour drive to and from, not to mention the gas just to drop off the car. Then I will
  have to take a loaner car back and wait a couple days for the car to be done to go down again to
  pick it up. They told me that they cannot do anything to the backup camera regarding the one-to-
  two-minute delay of picture before reverse. Apparently, that is a glitch of the manufacturer of the
  vehicle. This is my first Toyota vehicle and fourth vehicle with a backup camera. I have never had
  this issue before in which the back up lens is so dark that it is hard to see out of and a delay before
  it comes on. Hopefully, these issues will be resolved soon.

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

• Initial Complaint

  10/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  False advertisement and I would like to purchase for what they advertise then I will be totally satisfied.

  Business response

  10/03/2022

  Our dealer website clearly says "Call for Pricing".  What was screen shot from the clients mobile device is from a third party that has pulled the wrong information.  This happens from time to time and is why disclaimers are made to confirm pricing with the selling dealer in person.  On ground our vehicles are priced on the window next to the Maroney label clearly.  If the client would like to speak with me the General Manager about making a deal I would gladly work with the client.  My name is Justin Y****** and I can be reached at ***********************, ###-###-#### or on my cell at ###-###-####

  Customer response

  10/05/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  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. ↩