ComplaintsforHaley Ford South

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from them on August 5 2023. Driving it over the next few days I noticed the gear shift/acceleration was a little rough and continued to increase in roughness on ver the next couple weeks. Their dealership was 2.5 hours away so I informed the dealership of the issue and I took it to my local **** Dealership to diagnose. I had to leave my car there for four days to be diagnosed and serviced. I was informed that the technician at Haley **** didnt put the air filtration system back together all the way and the air filter box was left open. The oil was also extremely black and thick even though Haley **** stated they changed it prior to selling. When I told the manager about their negligence he completely brushed it off and just said OK, glade nothing was wrong with the transmission. I wasnt expecting much but he could have offered to reimburse for the oil change and the car rental. Im out $250 plus a lot of time wasted due to their negligence.This whole purchase process with Haley **** had been full of negligence from not being provided with the temporary registration prior to leaving the dealership along with other signed documents (I was given an envelope and told all paperwork was in there but it was only the bill of sale and I had to contact the dealership multiple times to get copies of everything emailed to me) to the service department not putting the car back together fully.

  

  Business response

  09/11/2023

  We assisted ************** with her purchase of a 2020 **** Escape.When we were first informed of the potential issues with her Escape we asked her to please take it to the closest **** dealer as she is 2.5 hours away.  We let her know that she could bring it here to be taken care of immediately, but because of the distance, it may work better for her to take it to a local dealer. We were happy to hear that it was not in fact a transmission issue, but an air filtration system. We can say with 100% certainty that the oil was changed in the vehicle before it was sold, as that is our company policy. If the air filtration system was not put back together properly, it would not effect the color or clarity of the oil. However;mistakes do happen, and if the system was not put together properly, and caused any inconvenience we are sorry. Through our processes and procedures, we make every attempt to ensure the proper reconditioning is done to each and every vehicle. Again, mistakes do happen and we apologize that it was not done to our,and her standards. We have reached out via email and phone to ************** to try and rectify the situation. 

  Customer response

  09/12/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/7/23 I made an appt to have recalls repaired that came in the mail. I had been experiencing issues with my car that the recalls described. The call lasted 15 minutes where we discussed the issues and how it wasn't safe for me to keep driving the car in the condition it was in. They told it would be a couple of months out but since I was having problems they got me in for 7/24/23. The day of my appt my car had to be towed to the dealership due to battery being dead. Later on I called the dealership for an update because all day had passed an no one had called me. When I spoke to the person assigned to my vehicle(*************************) she stated that they fixed the shifter cable. I told her what about the other recall. She stated that my battery was dead and the shifter cable could be done in the parking lot. Even though when I made the appointment, the problems I was having was for the other recall. She had told me they were Able to get into the car so I asked her couldn't you all jump the car once you got in. She responded with " we could have but we didn't because we're not obligated to jump your vehicle. I asked her so you could have jumped my car to fix the major issue that's causing me issues but you won't? Why is that? She stated her general management ordered her not to because of an incident that happened a year ago. I asked her what incident? She said she doesn't know she was just doing what she was told. I told her the only thing that comes to mind is when I got my car back with scratches. I had proof because I always take pictures of my car before bringing it in due to a previous experience I had. So that day there was a very apathetic manager who told me that I was lying and scamming even though I had pictures to prove it then he proceeded to call the cops when the situation didn't even cause for it. Just very hostile. He was just rude for no reason. One of the other workers actually told me to come back and he would fix the scratches because he saw the pictures. No one told me I couldn't come back or anything like that. I then asked to speak to someone above the general manager. So when they put the manager on, they put the same manager who told them not to service my vehicle. He told me he didn't want to do business with me so that is why? So I asked him why did you all make my appointment, spend 15 minutes on the phone with me discussing the issues of my vehicle, give me an appointment just to wait until the day of, knowing I went through trouble to get my car there, to unlock my car, fix one issue but leave the other issue? If you did not want to do business with me why make my appointment why fix anything on my vehicle? He had no answer for me. I called another **** dealership and told them what had happened. They told me, usually when there is a situation like that, they would inform you at the time you make the appointment that they cannot do it and that it seems that someone did this on purpose to be nasty. When I finally came to pick up my car with my parents to jump it. I started to smell a heavy rotten egg smell that I've never smelled in my car before and that's when my parents told me they may have tampered with something. I also noticed finger prints on the battery as well as leaking around the battery that was not there before. This has caused me great frustration and inconvenience and it puts me at risk when driving because the issue isn't fixed and has gotten worse. It has caused a delay because now I have to wait another month to have this issue fixed and that puts me at risk. As a car dealership dealing with recalls and safety hazards, this was completely unprofessional and I don't feel valued as a customer at all and I feel as if my safety was not a priority. I hope you all can see where I am coming from because I didn't deserve this at all. I feel set up. And I wasted money in a tow when they could have let me know at any point leading up to my appointment that they wouldn't fix my vehicle. I could made an appointment somewhere else and my car would've been fixed. I am experiencing all of the issues listed for Flex plate damage.

  

  Business response

  07/26/2023

  As the customer stated, in October 2021, **************** came in for a safety recall. Upon picking up, the customer said every scratch on there was not present beforehand and she had taken pictures before dropping off. Those pictures were taken from many feet away and the scratches were centimeters so the pictures were not enough to determine anything had been done through our workmanship, and the damage was not in the area that the technician worked on. That was explained and the customer and another gentleman in her party began to escalate the situation, so they were asked to leave. This was only defused when the police came and made the customer leave the premises. During that exchange, the customer was asked to take her future business elsewhere. She reaffirmed that sentiment and said she would never be back. 

  Unfortunately, the customer was allowed to schedule. Once it was determined that the appointment was for ****************, we decided to proceed with the 22S43 safety recall, given the safety implications. The other concern that the customer came in for, *****, is not a safety recall. It is a customer satisfaction program. To utilize that warranty extension, the vehicle must first be diagnosed. If the diagnostic is not applicable, then the customer is responsible for that diagnostic cost and any next steps. If the customer wishes to have the vehicle diagnosed to see if the 22N12 coverage can be utilized, that can be done at any other **** dealer. 

  Given the tremulous nature of both prior visits, we feel that both the customer and ********************** **** are best service by not doing business together. 

  Customer response

  07/27/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  As I stated in the initial complaint. No one ever told me that I could not return. In fact I came back and got my scratches repaired so that statement is untrue. Secondly, the manager escalated the situation, not us and no police officer made us leave. The officer came out and talked to us and the solution was that my scratches would be prepared. Also I would like for the footage to be reviewed from that day to reveal the facts and expose the unprofessional nature of this manager. After I got my car, my car smelled like sulfur and started oozing fluid and my tire went flat which revealed a huge nail. All I did was leave the dealership and go to the auto store to inquire  about the horrible smell in my car that I noticed as soon as I got in. I had to replace battery and call roadside assistance to place a donut on my tire due to aluminum caps being on the lug nuts that didn't allow my father to change the tire. I don't wish to do business with them and had I remembered that this was the same place I would have never scheduled my appointment with them but I did and justice needs to be served and they should not get away with this. If you wish to call ***************** for further investigation  please do so. I called them and explained the situation and they told me that  is unusual  and they would know when I called if I was not able to be serviced there so clearly this is the result of bitterness and nastiness. Im a person of integrity and have no reason to be dishonest.  I had no issue, and was patiently waiting for my car to be repaired and this negative energy came towards me once again out of the blue. Even them telling me that they could have jumped my car but didn't had a very arrogant tone so I wasn't the one that made this situation "tremulous"as the response stated. This place lacks conflict resolution and gets defensive when there is an issue instead of listening to the customer and making the main goal be customer satisfaction. The problem isn't me. Also Footage needs to be reviewed of this incident because I strongly believe my battery and tire was tampered with. 
  I tried to attach receipts to support my claims but each time I try to select and attachment it throws me out and I have to start from scratch but if there is another way I would be glad to send and my receipts. I just had to replace and thank goodness there was a warranty on my $200 battery. As I stated previously, this is a setback because they wasted my time and money I spent towing my car just for them to tell me they could've did something but refuse despite them knowing the seriousness of the issues my car is currently experiencing. The fact that I wasn't told that I could not bring my car there  at the time appointment was made, is not my fault that is on the company and I should not suffer and be delayed from my car being repaired while I continue to be at risk as I drive my vehicle every day. If they did not want to do business with me, I would have rather them not even touch my car if they felt that way about me and that is another reason why I believe they tampered with my vehicle. Also, whether it was a recall or not, I was entitled to a repair and **** knew that my serious transmission issues stemmed from that repair. Their thoughts process and actions did not reflect value for customer satisfaction or safety. They should be held accountable for unprofessional behavior and causing further inconveniences for customers who just want their cars repaired so that they can be safe on the road.
  
  Regards,
  
  *************************
  
  
  
  
  

  

  Business response

  07/31/2023

  Haley **** has reviewed the correspondence. Our position has not changed. 

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As an active-duty veteran currently serving in the Army, I understand the "As is" nature of a used vehicle purchase, and the extended warranty coverage. The extensive nature of the repairs clearly shows a pre-existing condition, and the sale misrepresented the value of the car. The vehicle was purchased at Haley Chrysler/Dodge/Jeep on ************. in ********, **. with an extended warranty contract at the starting mileage of ****** on 23FEB23. At the time of purchase, I was told that there were no unresolved recall notices for this year, make and model by the salesperson, *************************. A repair order was started on 19JUL22 for a factory recall I received notice of for on the transmission shift cable bushing. This defect was repaired on 29SEPT22 by ************************** as the selling dealership was not equipped to do the work. The vehicle was out of service for two months as a safety concern. After ****** miles (at *******) on 16MAR23, the vehicle was diagnosed at ********************* **** in **************, ** as needing a transmission replacement. Haley **** service Center then diagnosed the issue as the torque converter, oil pump, valve body, and solenoid body on 22FEB23. I was informed of these issues by my service representative *********************. I was also informed that the parts for repair were on back order with no estimated shipping date. Haley **** did not reach the same diagnosis and the warranty claim repairs will leave the major end item of the transmission untouched. The vehicle has not been drivable for a total over of three months. Additionally, the warranty coverage only reimburses $350 in rental fees. The total rental fees for the time required to repair the car was $ ******.

  

  Business response

  03/28/2023

  *************** to the complaint to the below customer:
  
  Case# ********
  ****************************
  7905 **********
  New ***** ** 23124
  Tel ************
  ****: *********************************************
  
  In response to this complaint filed at your office I will start with **************** hasnt been at my dealership since his first free complimentary oil change the summer of 2022. I had to do some research to find out what was going on and to find out that his 2017 **** Escape ending Vin#HUC73759 is at Haley **** and has been at Haley **** for said repair. The customer bypassed our dealership and coordinated the repairs himself between him and Haley **** that why I was a little thrown when I received the letter. The point of contact for this complaint is below:
  
  LeVar Person GM
  Email ********************************
  
  To my understanding Haley **** was able to secure him some reimbursement past the warranty authorized 10 day @ $35 a day from **** Manufactory. I have attached a copy of his signed warranty contract and the rental clause in his contract.I hope I have cleared the matter for Haley CDJR.
  
  
  Kind regards,

  ***********************
  General Manager
  Haley Chrysler Dodge Jeep Ram
  P: *************
  E:**************************************
  

  Customer response

  03/30/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  ************** stated in his response that I had not returned to the purchasing dealership location except for an oil change in the summer of 2022. I had my state inspection done at that location in October and spoke with ******* and another individual on the sales floor during that visit. After that visit, I corresponded with *********************** about the issue. I was told by that locations service manager, ***************************, that I had to take my vehicle to the **** location in Chester on ***************************** to have the repairs done. I did not "bypass" the purchasing location and coordinate repairs myself. Previously, I was also told that the location could not do a repair for a recall notice. I again tried the Haley **** location and was referred to ************************** in ************** to conduct the recall notice repair. My vehicle has still not been repaired. Again, I am seeking a full return/refund.

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

  
  

  

  Business response

  05/17/2023

  Hello, 

  I spoke to customer and his complaint is not with ******************. **************** was please with the service and responsiveness he received. He was also grateful that we were able to advocate on his behalf with ******************* which resulted in a $600 reimbursement check for his rental.

  Following my conversation with ****************, he will be withdrawing his complaint since it does not have anything to do with Haley Ford. 

  Best,

  Levar Person

  Customer response

  05/18/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  ********************* has been exceedingly helpful in resolving my complaint. *** and the staff there were responsive and professional.  My initial complaint was with the Haley Jeep-Dodge Airport location where I purchased the vehicle and was not resolved entirely. I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Thank you,
  
  *********************
  
  
  

  
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 23, 2022, I dropped of my 2008 **** Edge to have the heater core replaced since the heater was not working. On December 29, 2022, I picked up the vehicle and the heater was working fine and paid the $2200 invoice. I noticed that the CD player was having issues. The CD player will keep running and attempting to change CDs when there are none in it as well as displaying a message saying CD error and it will do so each time I open and close the doors and put the key into the ignition. I expressed my concern to the service department and told them that I feared that the battery would be drained due to the CD player coming on each time I opened the door, even when the car was not running. I took the car back to Haley **** the next day and I was once again told by **** that the technician did not disturb the radio even though the entire dashboard had to be removed from the car to fix the heater core. We then spoke with the service manager *** as well as the general manager ***** who told us that they could not speak to the condition of the vehicle before they made the repairs. The only thing they could do was to send the radio to a third party, and have it repaired, and they could only cover part of the cost. In addition, they continued to belittle the issue by saying that the car is old and that this issue was likely going to happen regardless of the circumstances as well as reiterating what **** said by stating that they dont see how removing the entire dashboard and replacing the heater core could have possibly caused any mechanical issues with the radio. The next week, we were informed that the radio repair would cost around $400, and they could pay for half. We have told them numerous times that it is not fair for us to have to pay to repair a radio that was damaged when it was in the possession of Haley ****. We simply want the vehicles radio returned to us functioning in the same condition it was in when we dropped it off.

  

  Business response

  01/13/2023

  Haley **** did replace the heater core for ************ in December 2022. Following that repair, ************ called back to report a sound from the radio and were invited back in so we could recheck our work. ************ and his mother accepted our invitation. During that evaluation, we determined that the sound was coming from the radio unit. We removed the dash as a whole to repair the heater core, in which the radio unit was safe and secured inside. No damage to the internal components could have occurred during the repair process. 

  We informed ************ and is mother and even took the radio out of the dash, removed the top of the radio, and demonstrated that the issue was with the door to the CD player. We explained that the components inside commonly fail, due to contaminants collecting in the mechanisms over time, which would be consistent with the age and mileage on the vehicle( the vehicle is a 2008 with almost 140k miles on it). ************ and his mother initially declared that there has never been any contaminants, despite a line of dirt being present on the radio, which is normally covered by trim. Obviously, that accumulation is normal of any vehicle. ************ and his mother were also worried about the issue draining the vehicle's battery, which we demonstrated would not.

  Due to the fact that the customers spent over $2200 on their repairs, we did offer to split the cost of having a third party specialist repair the unit. That offer was seemly accepted. Once we got the pricing and called back, ************ and his mother reverted back to refusing to pay anything. We were threatened with this current BBB complaint unless we paid for the whole repair. Given that we are 100% confident the failure was not related to our work or the workmanship of the technician, we do not feel it is appropriate to offer more than 50%, which was only offered as a gesture of goodwill. 

  Customer response

  01/17/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Due to the fact that the radio was functioning properly when it was dropped off and had not had any prior issues, we are certain that the removal and replacement of the entire dashboard that the radio was sitting in caused some sort of internal damage with the radio. We feel that the damage to the radio is not coincidental and the "dirt" mentioned by Haley **** was able to enter the radio during the process of the dashboard being removed and put back into place. The dealership mentioned that the interior components of the radio are fragile and can break very easily. Therefore, the pulling and pushing on the dashboard is the likely culprit of the damaged components and has nothing to do with the age or mileage of the vehicle. Once again, we would like Haley **** to take responsibility for the damages that they caused. We are simply requesting the vehicle be returned to the same state that it was in when it was dropped of for service. 

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

  
  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Haley **** on multiple occasion pertaining to my 2016 Jeep Cherokee, purchased on April 2, 2022. Since the end of August 2022, I have not been able to move this vehicle. I have been trying to get the vehicle serviced since May of 22 when I first bought to their attention, the issue with the computer system malfunction. I was brushed away with a full tank of gas and told, I would be contacted by their sales Manager ******* within the next week and that didnt happen. In the meantime I have reached out to Jeep in Richmond, Crossroad in Prince ****** Country, The **** Dealership as well as the location on ***************************** Highway that I originally purchased the truck through. I was reverted by to Haley each time. The lady I spoke with at Jeep informed me that if I was having issues that early on after the purchase of my vehicle, It was sold as faulty Vehicle from the beginning. After leaving voicemail after voicemail for different managers, on 11-8-22 I was finally able to speak with ******* at Haley **** who seemed to be a helping hand and did more than the rest. He informed me that he was going to have my vehicle towed to Haley **** to have the ****************** look at it and let me know what the issue could be. I was told to leave my key outside of my home and the tow company would be here to pick it up the next day. It is now November 9th 2022 and Im still without a vehicle, that is currently still sitting outside my home and not mobile. I am still responsible to pay a car payment of $415.19 a month for this vehicle and it does not move! Ive tried trading it in and it was no success due to the vehicle not being drivable. This is very sad and bad business for a company to do such just to have a sale. It is very unacceptable and inappropriate. I have exhausted all of my savings paying for Lyft rides, taxi cabs and other people to get my 2 children back and forth to daycare as well as myself to and from work, all in 3 different directions.

  

  Business response

  11/17/2022

  On 11/10/2022, we attempted to pick up ***************' Jeep.  The key would not unlock the vehicle.  The Tow truck driver attempted to use the hard key after that assuming that the battery was dead.  The hard key was not for that vehicle.  I told her that once she had the correct key, we would pick it up.  That was my last contact with the customer

*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. ↩