ComplaintsforHiley Buick GMC Subaru of Fort Worth

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 28, 2024 I went in person (I worked with *****) to Hiley Subaru and cancelled a wheel and tire protection warranty through *********************** ******* informed me the warranty was cancelled on July 3, 2024 and that Hiley was issued the refund but it was on them to send it to my lender. It is now August 28, 2024, which is 1 day short of TWO months after I cancelled the warranty that my lender has NOT received a refund check. I have attempted on numerous occasions to contact someone who could help me at Hiley Subaru but it appears there is no one who cares and no one knows anything about anything.

  Business response

  08/27/2024

  We have been in contact with ************ since this notice was received. We did turn in the cancelation paperwork on June 28th. After we submit for cancelation, Optimus refunds the store on the next month's statement. We received payment late July and sent a check to the lien holder on August 8th. ***** has the funds and should post it to **************** account asap. 

  Customer response

  08/27/2024

  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, pending completion of the funds being applied. I believe in good faith that the funds were sent on the date specified by the dealership and that said funds will be applied by the lender to my account. Since there is now a point of contact I am able to communicate with moving forward, I will follow up after additional ample time has passed in the event the lender has an issue with the payment received.
  
  Regards and thanks,
  
  *******

• Initial Complaint

  08/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  -Purchase of Subaru Crosstrek on May 18th 2024 - Total cost $28,138 tax/title included. -Agreed to finance $22,586.15 without any addition warranties. -Put $6,000 down on car I received my finance payment from ********** two weeks later showing a ********* amount. Which is ******** more than what I ever agreed to pay. The finance clerk sent the paperwork to me through the mail which I received after seeing my pay off amount. It shows that he slipped in a 10 year warranty plan I specifically stated I did not want. May 23, 2024 I was contacted by ******* in the ****************** who left a message on my voicemail apologizing for the miscommunication and this would be taken care of no cost. I have the voice inscription and visual written message saved. - I have 12 emails spanning from May 23 to July 31 between the finance department and I claiming this warranty had been cancelled and yet no reimbursement to be seen. - I need assistance to receive these no what are to be considered stolen funds.

  Business response

  08/13/2024

  According to our records ***************************** purchased a new Subaru on 5/18/2024. We sold a service agreement for $2445.05, and the customer called in the next week stating that she had declined this coverage. We sent put a cancelation form to be filled out and signed. The cancellation form was incomplete so it could not be cancelled at that time. We did receive a completed cancellation form on 7/10/2024. As of today, the status shows cancelled in the system, and we are awaiting a check from Optimus to send to the lienholder. Fortunately, the cancelation was still within the allotted time to get 100% refund. As soon as we receive the funds it will be sent and credited to ********************************* loan. 

  Customer response

  08/13/2024

  Complaint: 22075567
  
  I am rejecting this response because:
  First, its false that they said that I agreed to this warranty from the start when in fact ******* added the warranty without my knowledge. The form that I finished and completed and sent was not notified to me that it was complete or that it looked wrong. ******* stated that the form was actually in a small format. So instead of getting in touch with me to let me know that something was wrong or incorrect. I was the one that still had to call to verify what was going on with the document. I do not appreciate how this company is still turning this whole situation around on me like I did something incorrect, which just goes to show the incompetence of  this financial department. The level of disrespect and not even an apology but  blame is ridiculous. 
  
  Regards,
  
  *****************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently took my vehicle to ****** Buick, on March 16 2024, for a service that was supposed to address a specific issue through a service bulletin. Unfortunately, my experience with them fell far below the professional standard one would expect from a reputable dealership. The staff, ****, never gave me his full attention when I was explaining the details of my concerns with him. He was shuffling paperwork around and walking around, ya ya yaing me. Once he gave me his full attention he practically threatened me that if the the issue was anything other than SB 18-NA-383 then I would charged a few hundred dollars for a troubleshooting fee. Not only was the service bulletin issue improperly handled, but it also seemed to exacerbate the problem rather than resolve it. When I approached Hiley on April 4 2024 with my concerns, it was my hope that Hiley would communicate with me and offer me a loaner vehicle during the repair process (this is all because Hileys mechanic improperly executed the Service Bulletin repair). Neither of which ever occurred! This lack of professionalism and customer care is concerning, especially when dealing with vehicle maintenance and safety issues that service bulletins are meant to address. I trusted Hiley with my vehicle, expecting a certain level of expertise and customer service that was unfortunately not met. After purchasing three different vehicles from Hiley and having them perform all preventative maintenance on said vehicles, I will never spend another dollar with this company! ***********************, I know we talked in the past and you convinced me that this would never happen again It appears that this was not the case and now, aside from the poor customer service, the maintenance wasnt even performed properly. I literally had to go up to the dealership on April 6th to find out whether or not my vehicle would be ready for me to have back by Monday, April 8th or if i had to make other arrangements for transportation to get to work.

  Business response

  04/11/2024

  We are working with the client and the glass company to get their issue resolved. 

  Customer response

  04/11/2024

  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

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 ****** Altima from this dealership in November 2023. While in the finance office I asked about Gap Coverage and the finance officer said that "CapitalOne Auto Finance automatically adds for First Time Buyers" (which my daughter, ***************************) is so there wasn't anything we needed to do. My daughter was involved in an accident on March 28, 2024, which totaled her vehicle. Our insurance agency, GEICO, has advised that they are paying out $17,058.88 of the $24,267. 28 balance owed on the vehicle. I called CapitalOne on 04/02/2024 to inquire about the Gap Coverage and the representative I spoke with said that I would need to call the Dealership for that information. I called the dealership to inquire about the Gap Coverage and the finance officer I called told me that I didn't have gap coverage and that none of his finance officers would tell me that. We are left holding the responsibility of the remaining balance of $7,208.40 because we were deliberately lied to by the finance office.

  Business response

  04/08/2024

  I appologize if there was any confusion about the products we offer. Unfortunately Gap is an insurance product that is sold seperately and is not included by the lender. I have taken a look throiugh the deal and it does appear that their is a VSC that can be cancelled. Good new is that the cancelation amount is about $5000 that will go toward the payoff. In order to cancel this we will need the customer to sign an authorization form that allows us to cancel. If they would like this done all that needs to be done is reach out to the store and reuest the form to be signed. 

  Customer response

  04/08/2024

  Complaint: 21532534
  
  I am rejecting this response because: I asked about Gap Coverage while signing the paperwork for this purchase and was told by the finance officer said that "CapitalOne Auto Finance automatically adds for First Time Buyers" therefore it was my understanding that the Gap Coverage was included in the purchase of my vehicle. The whole reason I inquired about Gap Coverage while in his office was because I wanted to ensure it got added to the vehicle purchased, which again I was told it was included.  I believe the dealership should be held responsible for the remaining balance since it was their employee that advised me that Gap Coverage was included in the purchase of the vehicle

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

  Business response

  04/11/2024

  Unfortunately Gap was not purchased nor can it be added after the fact. Our dealership has no reason not to sell it, we get paid a comission to do so.Please reach out if you would like the additional product cancelled to go toward the payoff. 

  We will be happy to work with you on a new purchse and figure out a way to cover the additional amount leftover. 

  Customer response

  04/11/2024

  Complaint: 21532534
  
  I am rejecting this response because: I specifically asked about Gap Coverage because I know 100% how important it is to have this type of coverage.  We have had to use Gap Coverage in the past which is why we would not purchase a vehicle without it.  It is a misfortune that your company will not stand behind what YOUR finance officer advised us; it sounds to me like he needs further training as he advised us incorrectly and now WE are being left responsible for the portion not covered by our insurance. 

  Yes, we want the additional product cancelled to go toward the payoff. 

  Regards,
  

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

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new 2023 GMC Denali Ultimate - paid CASH. I then ended up trading in the vehicle in August 2023. I called back in September 2023 about cancelling my extended warranty and receiving the refund. I was told by a guy (which learning I shouldnt have been so trusting and got his name) it was cancelled, to wait 6 to 8 weeks and Ill receive a call or something in the mail. I would call and check on status after 2 weeks and was told its being handled - nothing further I need to do. After I still hadnt received any information , I called in November 2023 and was told nothing was on file I had to file a form. I came in to the Hiley Fort Worth office and signed the form to request refund of extended warranty in November and was told it would be processed in 6 to 8 weeks. When I called February 16, **************************************************************** the system AGAIN.Im needing to figure out what is going on with this refund and cancellation of extended warranty.Im not sure why this is not being handled the way it should be or what the hold up is - why my file records are not being handled appropriately and correctly or why nothing is being done. Every time Ive contacted your dealership Im being told things are handled and theres nothing further I need to do. When I follow up I find out theres more - constantly given the run around.Is there anyone whos actually willing to help me or should this just be escalated? This is now going on 5 months when ** told 6-8 weeks each time.I have sent a number of emails to an email address I was given 2/16/24 and I have received NO response. No phone calls, voicemails, emails, letters in the mail NOTHING. This is very misfortunate how a business can run this way. I paid cash for a vehicle and my right to request refund of extended warranty. Idk why records are not kept of this either when I came in to sign the correct form , and told its handled.

  Customer response

  03/04/2024

  Better Business Bureau:
  
  I was contacted by the business in reference to complaint ID ******** they have made this right and provided what I requested be done. I find that this resolution is satisfactory to me. Im removing my complaint. 
  
  Regards,
  
  *****************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a deposit for a Crosstrek, told it would be there in about 1 week, then notified it was going to be 4 weeks. I then went back to Hiley Subaru and picked out and bought an *************** XT (cash, no financing). I drove it home and the next morning it would not function (all the electronic functions were "disabled" and could not even make it go in reverse). Miraculously it worked again later that day, drove it back to the dealership, left it until the following day. I was assured they had checked out the computer system and fixed it. I then got back in the car at the dealership to drive it home, and the same thing happened (all electronic systems "disabled" and unable to even drive it). They gave me back my check. They have not yet refunded my $500 deposit for the Crosstrek, which they said they would. It has been more than 40 days and no check. Very frustrating experience at Hiley Subaru in Fort Worth.

  Business response

  01/29/2024

  We have requested that the physical card be present to refund and have not seen it at this point. We have also received a dispute from the credit card company, and we did authorize them to refund the customer. Since we have authorized the refund, we will need to wait to do anything else until we hear back from the CC company. 

  Customer response

  01/29/2024

  Complaint: 21191328
  
  I am rejecting this response because:

  I had presented my credit card in early December in order to get the refund, and the financial manager told me that it could not be processed by submitting it to the credit card company. He said that a check would be given to me in person, and when I returned the lemon car, they did not have the refund check for me. Then they told me that they would mail me the check and they have not yet done so. They told me this on Dec 6, 2023 when I returned the car. Then by phone about 1-2 weeks later they reiterated this.
  
  Regards,
  
  ****************************************

  Business response

  04/15/2024

  We couldn't refund the money because the customer already disputed the charge. We have been charged back by the credit card company. If he hasn't been refunded he needs to reach out to his CC company. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 29th, 2023, my wife, *******************, visited Hiley Subaru in Fort Worth, ***** to begin the refund process with ******* for an extended car warranty for our 2021 Subaru WRX that we had traded in. For weeks we had reached out to Subaru and on October 17th, we were told that we would have the check within the next 2 weeks. The time came and went with no check. I reached out on November 13th and was informed by ******* that the paperwork had been lost and would need to be re-filed. November 30th, I inquired once again since I hadn't heard anything since November 14th when we re-sent our odometer statement, given the lack of responses I took it upon myself to see how long dealerships legally have to refund for extended car warranties. Under ***** Occupation Code *********, the service contract provider who does not pay a refund or credit my account before the 46th day after the date they receive the notice of cancellation must pay a penalty equal to 10% of the amount outstanding for each month an amount remains outstanding. The 46th day after August 29th was October 14th. Once I asked ******* about this he asked for a copy of the original cancellation which is never and was never provided by the dealership. He stated he could do nothing further. We received the checks in the mail on December 7th, 2023 which is 54 days after the 46th day. The total refund was $2321.49, pursuant to ***** Occupation Code *********, that means the amount owed/penalty fee of 10% for each month after 46 days is $232.15. I am requesting this penalty fee be paid and that the dealership be corrected in their method of operations. Thank you.

  Business response

  01/08/2024

  We will need a cpoy of the cancelation paperwork that was signed to verify the cancelation date. We have a form signed that shows everything was done in a timely manner on our end. 

  Customer response

  01/08/2024

  Complaint: 21049993
  
  I am rejecting this response because: a copy of the original paperwork was never offered and providing a copy for customer records is not standard practice. I have submitted proof (in original complaint) that the ** statement which is required to file the paperwork was sent to your finance department on August 29th. The paperwork that you're referencing as being done in a timely manner wasn't submitted until mid November after I reached out and was informed that your dealership lost my paperwork along with 7 other customers paperwork per ******* in the finance department. 
  
  Regards,
  
  *********************

  Business response

  01/09/2024

  I don't agree with the last response in regard to ** losing the paperwork along with others, or stating what our policy is regarding cancellations. I have gone ahead and sent in a check request to refund the additional $232.15. It will be mailed as soon as our accounting office gets the check cut and signed. 

  Customer response

  01/11/2024

  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

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2022 ****** Pathfinder in May of 2023 from Hiley in Ft Worth. The sales process went with no hiccups as well as financing. My salesmen was *******. I purchased the "Comfort Package" which includes numerous maintenance items for no cost such as oil changes, tire rotation, etc. The price of this package was around $3400. I was told by the salesman and the gentleman in financing that I could go to any dealership to get my vehicle serviced under this plan. After calling a couple of ****** dealerships, I was informed that they are not aware of a package like this and nothing shows up with my VIN number. I have tried to contact the dealership to get an answer on what I paid for 6 times over the last week with no returned phone call. The reason for my complaint is that I have called and spoken with 4 individuals, left voicemails for the sales manager, and I have not received any phone calls back to get me an answer on where I can get what I paid for completed. The second issue I had with them is they sold me a vehicle with only one key. I had clarified that two keys were included and was told yes. Once the transaction was complete and I was leaving the dealership, I was given one key and told they only had *******************, the salesman, told me he would order me one and it would be in when my plates arrived. That was not the case. I still have not received any phone calls regarding both of these matters.

  Customer response

  09/13/2023

  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

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I purchased a lightly used vehicle (****) miles, so we assumed that everything would come with the vehicle. At the time of pickup, the sales person hands me only one set of keys. Cars always come with two sets, and these are expensive $500 keys. They just kept repeating that its a used car. They said they would try to contact the original owner for the other keys. Its been months, and I havent heard anything. Another concern is that theres a person out there with a key that can operate my car. This is definitely a security issue as well.

  Business response

  05/22/2023

  Certified used vehicles are not required to come with a second key by GM. I have asked our guys to go ahead and get one ordered. We will be reaching out when it is in to get it programmed at no charge. 

  Customer response

  05/25/2023

  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. However, they have not provided me with the key yet. They say its on order. I will wait a few more days and resubmit if necessary. 
  
  Regards,
  
  *********************************

• Initial Complaint

  02/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband and I contacted this dealership to purchase a 2023 Subaru Forester Sport. We were quoted by text for a price of $31,339. My husband then called the dealership and had them send us an invoice for the vehicle. At this point, they said they made a mistake on the price and it was too low but they would still honor it and they sent the invoice and also sent the vehicle vin number and information. We then put a $500 deposit down for the vehicle and they continued to text and assure us that they had the keys to the vehicle and as soon as we wanted, we could come pick up the vehicle. Since we would be driving to Fort Worth, TX, we had to wait 48 hours to make the trip. During this time, we were in constant contact with the dealership to assure everything was in order. They reassured us multiple times that everything was good to go, however, the evening before we were going to pick up the vehicle, they called and said they made a mistake a sold the vehicle. This was all after 48 hours of contact and documents reassuring us that they would honor the price of the vehicle and that they had the vehicle ready for us. Attached are pictures of some of the communications. I have a lot more pics and information if needed.

  Business response

  02/24/2023

  Our salesman ***** did receive a call in regard to purchasing the new Subaru. ***** looked at our website and saw that the vehicle was available and agreed to hold it and collect a deposit. Unfortunately, ***** did not speak with a manager to make sure the vehicle was in fact available for sale. We actually traded that vehicle to another local Subaru store two days prior for a different sold vehicle. Unfortunately, the vehicle still showed on our website because our accounting office had not finalized the dealer trade paperwork. We have offered to honor the pricing for an inbound unit, but the customer has declined. At this point the other Subaru store has sold the vehicle and we don't have another similar vehicle for sale. We apologize for the confusion. 

  Customer response

  03/01/2023

  Complaint: 19457557
  
  I am rejecting this response because: I have tried calling Subaru multiple times to purchase the other vehicle we were offered at that price and I keep getting told that someone will call me back however, I have not received any calls. I have even called to talk with the actual sales manager and they keep telling me he is busy.
  
  Regards,
  
  ***************************

  Business response

  03/01/2023

  We have agreed to an incoming unit at the same price. 

   

  Customer response

  03/06/2023

  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. We have agreed to purchase a new Subaru Forester Sport, that is incoming in March, for the $31,339 that we were originally quoted.
  
  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. ↩