ComplaintsforHaley Toyota Certified Center

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/30/2023 I purchaced a 2007 Toyota 4 Runner 4wd suv with ******* miles on it. During the test drive I noticed a rear wheel bearing noise. I wanted them to replace the rear wheel bearing before I'd sign the paper work but the finance guy told me not to worry about the bearing noise because I bought the warranty so for me to just turn the bearings in under the warranty. I did take the 4 Runner to Haley Toyota on ************** to get it confirmed which their lead tech did confirm the rear Wheel bearings were in fact making the noise and it was the rear wheel bearings as I told them at the ********** turnpike Haley Toyota. The Haley Toyota on ************** tried turning the repairs in under the warranty and they told me the wheel bearings weren't covered under warranty and the repair would cost $2,400.00 roughly. And they contacted the Haley Toyota on ********** turnpike and they refused to cover them as well. The only reason why I accepted buying this vehicle with the noise was because I told the wheel bearings would be covered under the warranty. Now they're refusing to cover the cost of this repair fully after lieing to me about the warranty covering the repairs. My warranty has a $250.00 deductible which I am willing to pay but that's all I am willing to pay to get this wheel bearing thing taken care of. ***************** the sales manager at Haley Toyota on ********** turnpike said the cheapest he can do the work for is still $1,600.00 that I also don't have and wasn't expecting to have to put out this soon after buying the vehicle and shouldn't have to pay in the first place sense the only reason why I agreed to buy with the rear wheel bearing noise was because I was told the warranty would cover the repairs aside from the $250.00 deducible. In short I bought this vehicle under false pretenses. I don't want to return the vehicle aside from the wheel bearing noise being very bad I am happy with the vehicle i just the Wheel bearing fixed and me only paying $250.00.

  Business response

  01/11/2024

  Customer purchased a *********************************** on 09/30/23 with ******* miles on it. The concern of the wheel bearing was brought up by the customer right after test driving. Customer  asked for it to be fixed as part of the deal and we declined. The noise coming from the wheel bearing was not an issue of safety and in fact passes Va State Inspection. Customer agreed to move forward with the purchase knowing the wheel bearing noise was not going to be repaired and the vehicle was being sold "AS-IS" which was acknowledge by his signature on both the Buyers Order and Buyers Guide documents.  These documents were signed prior to the customer ever going into the finance office. As far as the claim that the "finance guy" told him the service contract he chose to purchase would cover the wheel bearing we are unsure of because the person that actually completed his finance documents and presented the service contract to him is a female. Furthermore, we would never suggest a pre-existing condition would be covered by any service contract we offer. Customer has spoken to several managers after the date of sale trying to get the wheel bearing replaced at no charge. In effort to provide good customer service, we offered to perform the repair at an $800 discount but this was declined by the customer. We feel we have made great effort to try and remedy the customers concern. 

  Customer response

  01/11/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.] I clearly stated I did know that the dealership would not do repairs before I purchased the vehicle and that the only reason why I went ahead and purchased the vehicle was simply because their finance guy told me word for word" Don't worry about it just turn it in under the warranty it is covered" I never contested that I didn't buy the vehicle knowing the bearing noise existed because I did know the bearing noise existed I was the one who pointed the issue out to them. But with that said I still purchased the vehicle only because their finance guy told me point blank that the bearings would be covered under the warranty. So either they pay for the repairs or they can give me the $11,000.00 for the 2018 Jeep Cherokee sport I traded in for this 2007 4 Runner back and I'll find another vehicle. This is why stated they sold me the vehicle under false pretenses in my complaint. They are lieing that they never tell anyone this. This is my 3rd vehicle I've purchased from them and this one is the only I've had problems with. 

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

  
  

  Business response

  01/11/2024

  We are sorry the customer is unsatisfied. We declined to replace the wheel bearing due to the slight noise it makes before the customer agreed to purchase. The customer was fully aware that we were not replacing the wheel bearing as part of the deal. He signed the buyers order and buyers guide which clearly state the vehicle was "AS-IS. Once again, the customer signed these documents to purchase the vehicle in the showroom at the sales persons desk before ever having gone into the finance office therefore, his decision to buy the vehicle was prior to being presented a service contract by our finance manager. Customer was well aware of the conditions of the sale. He also signed our "We Owe" document which puts in writing anything that is due as part of the sale and it only lists  1.) Lifetime Free State Inspections and   2.) 1st Oil change free.  At no time did we say we would replace the wheel bearing but the contrary. Nor, did we suggest it would be covered by a service contract if purchased. We have offered to heavily discount the job at a savings of $800 which the customer has declined. The wheel bearing is not needed for matters of safety as it passes Va State Inspection only a slight roaring noise which the customer is looking to have repaired at no charge. It is a matter of maintenance not safety. Vehicle is a 2007 year model with 195K miles and was sold on 09/30/23. It was sold "As-Is" with no warranty written or implied. We will honor the discounted price if the customer choses to have the repair performed but this is our best and final offer.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 28, 2023 I test drove a 2013 Toyota Avalon. When I tested drive the car it was making a grinding sound. I stated to them and my father to fix the grinding sound in my sterring wheel. They stated they will have everything toyota certified before I pick my car up that thursday. So when I picked my car I drove it and it still was making a grinding noise, and my maintence light came on. After they stated they checked my car and made it toyota certified. I took it back on a Saturday they stated my struts was crack, but it will still pass inspection. I explained to them that they promised to fixed the grinding noise on my car. It is now going on a week and they still have not fix my car. They was trying to use my warranty and I told them no because they promised me it will be fix before i get my car. So now they pushing my time back to return the car on 11/28. So I can not return the car when my car is not in my property since they never fixed my car. Im now with out a car. Then nobody called me and let me know the process of my car, if it was ready or not. I dislike how they talked to me when all I wanted to know was the process with my car.

  Business response

  12/06/2023

  Customer had a grinding noise when turning the wheel that was noticed prior to purchase and we agreed to have it repaired. We replaced both front strut assemblies which remedied the concern.  The ** spoke with the customer and addressed her concern of the lack of communication from staff members while vehicle was being repaired. Apologized for the lack of communication. Customer mentioned an additional concern of surface scratches on one of the brake rotors. ** asked customer to have the vehicle brought back in at her convience to have this concern remedied as well. We feel we have addressed customers concerns and customer is now satisfied. 

  One final mention was that the vehicle was not sold as "Toyota Certified" . It is a 2013 with just over 125k miles which does not qualify for certification. Vehicle was sold As-is with the exception of repairing the grinding noise from the front struts which has been corrected. Even though our name is Haley Toyota Certified not all inventory is "Toyota Certified". 

   

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  By appointment ** ******* brought her 2008 to Haley Toyota on Midlothian, Richmond, Va on Aug 24 in the AM for state inspection and install 4 new spark plugs. The service advisor claimed he got an OK to replace rear brake pads and rotors, replace cabin filter, align front end and remove and clean air intake for a total of over $*** mostly of unauthorized work and labor. I paid a visit to the establishment last week and they maintained that authorization was granted, which was not. I demand return of funds spent on all unauthorized work on the 2008 Toyota Camery., and degrade their BBB rating.

  Business response

  11/29/2021

   

     this complaint came to the wrong store. the customer went Haley Certified Center on Midlothian Turnpike at 8301 Midlothian Turnpike. The GM in that store is Allen ***** please let me know if there is anything else i can assist with

      Thanks

      Darryl ****** GM of Haley Toyota Hull St at 3600 Lonas Parkway Midlothian Va. 23112

   

   

   

  Business response

  12/28/2021

  Please see the attached documents. The first page you will see the customer did make an appointment for August 18th for a "Free State Inspection" only and did not show up that day. The second page will show the customer did come in to the service department as a walk in with no appointment. The "IP" that is circled indicates "in person" and the Appointment taker is blank as no appointment was made. The third page shows the repair order was written for the "Free State Inspection" only and this is indicated by the [ Primary ] beside this line as this was the only line on the repair order when printed and given to the technician. While performing the Virginia State Inspection the technician also performed a multi-point inspection and found several maintenance concerns that were needing attention. These items were added by the technician as recommendations and was sent to the advisor to review with the customer. At this point in the process the service advisor printed the page #3 document and presented it to the customer where authorization was obtained for the additional service items. The fourth and final page will prove the time stamped events of the repair order. Customer arrived at 9:54am on August 24th and repair order was written with only 1 Labor Operation Code (or line) and that was for the "Free State Inspection". The Repair order was then printed at 9:55 am and dispatched to the technician. At 10:34am the additional service items were added to the repair order for the technician to complete. At 1:45pm, nearly 4 hours later the customers vehicle was completed. The customer paid the bill without any concern at that time. Over 2 months passed then the customer came into the store to dispute the additional repairs performed. We reviewed these findings with the customer at that time. Additionally, the customer stated the appointment was for a state inspection and replacing the spark plugs but the spark plugs in fact were added to the repair order after the technician had recommended them and were approved. Please let me know if any additional information is needed. Thank you for you assistance.

  Customer response

  12/28/2021

  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.
  
  [Provide details of why you are not satisfied with this resolution.] The service manager and the technician are both lying. No one, NO ONE notified me that the items to be replaced were Required. The bulk of items replaced were SUGGESTED , and the vechicle would pass inspection without replacing. The manager and technician took it upon themselves to do the unauthorized replacements. REFUND MY MONEY PLEASE !!
  
  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. ↩