We
apologize for the delays and lack of communication. We strive to exceed
every customer's expectation but sometimes we fall short. We
offer a $250 Lia gift card to be used for service, parts or a vehicle
purchase in any of our Lia locations. Please contact me directly for
facilitation. Respectfully, [redacted] Controller
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have provided answers
and commentary to Lia Hyundai’s initial response below. Lia Hyundai’s response
appears below in black: mine is in blue. Lia Hyundai: The 1st time complainant brought the
vehicle in it was not for a steering problem but for a replacement of
the Serpentine Belt which has nothing to do with any of the steering mechanics
of the car and is a maintenance item. Customer: False. The first time I brought the car in, it
was for a steering issue. The work order states “customer states the steering
seems to go in and out of power steering…Tech verified customer concern.” That
is printed on the 12/10/2014 work order (attached). I did not go for routine
maintenance. If replacement of the serpentine belt was not to treat the
steering problem, as the work order states, then the Lia Hyundai manager should
look to either the gold-certified technician with 16 years of experience or the
service advisor for an explanation. Lia Hyundai: The 2nd time the complainant brought the
vehicle in it was due to a steering issue. The complainant was presented with
the option of either doing a Power Steering Flush or Replacing the Steering
Rack The complainant chose to do a power steering flush as opposed to the more
expensive replacement of the steering rack. The complainant was informed at
that time that the flush( while cleaning out the internal rack) might not solve
the problem the car was experiencing. Customer: Mostly true. The second time (12/19) I brought
the car in for the same steering problem. After confirming the issue, the
service manager proposed a fluid flush, which he called a “$100 gamble,” and
said “if it’s not this, then it’s the rack.” More importantly, there was no
evidence or conversation about an independent test for the faulty rack, and
certainly no examination of the intermediate shaft, which is not part of the
power-steering system, and which was ultimately determined to be the problem. Lia Hyundai: The complainant after driving the car again
and the problem still existing was informed that the steering rack needed to be
replaced and that the tie rods would need to be replaced as well due to the
fact that they had been stripped due to wear, rust and corrosion.
The complainant took the vehicle and drove it approximately 578 miles and
subsequently called us stating the steering was still acting up. Customer: Lia manager's response requires multiple edits
for accuracy: The third time I brought the car in for the same steering problem
(12/21-12/23), the service advisor promised that since the serpentine belt and
the fluid flush didn’t work, the problem was 100 percent a faulty rack, and
after that was replaced, there would be no further steering issue. He did not
say “this is a $1,000 gamble,” which would have been more honest. I reminded
the service advisor that I was picking the car up and driving 200 miles to go
home for Christmas. He said it would be fixed. I picked up the car after the
service center had closed on 12/23, and while the driving was stiff, not being
a gold-certified Hyundai technician, I thought “they know what they are
doing….” and thought it would loosen. I drove 200 miles on the Thruway….a
straight line. The steering was still stiff when I got off the Thruway. The
next day, December 24, the steering problem was evident again, just as it had
been before. I called Lia. The service advisor said Lia would “make it right.”
I drove the car again on December 26, and the steering problem was even worse.
I took it to a local
mechanic, who diagnosed and visually confirmed the problem as being the
universal joint on the intermediate shaft, which is not part of the power
steering system. He also said that a malfunctioning universal joint could feel
very similar to a faulty rack and pinion assembly to a driver. I called Lia
again. The service manager said, “There is no way it is that! In my eight years
as service manager, I’ve never seen one of those parts on these cars go bad.”
(As an aside, a Google search of “universal joint hyundai sonata” reveals that
there was recall of 2011 Sonatas for this very issue. I understand that my car
is a 2010, but for the service manager to claim that it never happens is a
gross exaggeration. Saying “we never looked for that” is likely a more
realistic explanation). I asked Lia if I could
take it to a local Hyundai dealer. They said they don’t have that kind of
arrangement with other dealerships. I asked Lia to tow it to Albany. Citing the
expense, they refused. Lia said the only way they would deal with it was if I
brought it to their lot in Albany. My local mechanic confirmed the 200-mile
drive back was not dangerous. I delivered it to the Lia lot on December 28,
2014. The Lia Hyundai manager is claiming I drove the car hundreds of miles
before I complained. This is true, but not in the way he characterizes it. I picked
up the car on 12/23 and called Lia on the mornings of 12/24 and 12/26,
respectively. I returned the car to Lia Hyundai on 12/28. Lia Hyundai: The technician again looked at the vehicle and
determined that it needed a steering coupler. It was at this point that we
called Hyundai Motor America and spoke with our District Parts and Service
Manager(DPSM). We explained that although the vehicle in question was out of
factory warranty by 14,555 miles that the customer had been a loyal
Hyundai owner and a good customer and we would like to "go to
bat" for them to see if Hyundai would help them out. Our DPSM
then authorized that Hyundai would pay for both the parts and labor ($450) on
behalf of the customer. Customer: Again, the Lia Hyundai manager's statement
requires edits: The fourth!!! time I brought the car into Lia for the same
steering issue (12/28-12/29), I instructed them to look at the universal joint
on the intermediate shaft, which was diagnosed by my non-Hyundai mechanic. Dealerships
don’t typically “go to bat” for customers because they feel bad for them. Car
dealerships do not prosper through altruism. What likely happened is they
offered to pay for the final fix because it was relatively inexpensive and they
were hoping the transparent act of “good will” would inspire me to not pursue
the case further. While Hyundai Corporate
has generously provided some financial reimbursement, Lia Hyundai of Albany
should take accountability for its mistakes and make me whole. Regards, [redacted]
Hello, I have spoken with the customer and explained to her that the vehicle she took home was the same make and model as the car she test drove because all the vehicles we had available for a test drive had the same equipment as the one she purchased, including the wheels and the interior. The only...
other vehicle in our inventory which could be confused with her vehicle was a premium select edition which was inside on the showroom floor at the time, so no there would have been no way for her to drive that vehicle. I asked her more than once if it was possible she drove a Q70L because I did have a couple in stock with different wheels and she insisted she did not. I then reviewed our E-Leads records to see if the vehicle she bought and took delivery of was the same one we had on the work sheet we provided and it was. Only one vehicle was reviewed. Ms. [redacted] made no mention of any problems upon delivery of the vehicle and it was only sometime later she voiced a concern.Steven [redacted]General ManagerLia Infiniti of Latham[redacted]
We are rejecting the offer from Lia Toyota and requesting the case re-opened. The offer was for a store gift card of $500 to be spent at Lia Toyota. This is useless to us they sell cars and service cars.
This process of having the camper has been more than an only an inconvience. It was not done properly. If Lia Toyota did not know how to fix and RV they should have as a business , told us that from the start. They did not order parts that were needed from the start, but waited.We took the camper home yesterday. They trim over the wheel well is not put on wrong and is loose. The rear running lights are not turning on. The repair to the right interior trim panel was not completed. The panel was pushed out of place when the vehicle was rear-ended. sincerely [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My complaint with the business was not to have money thrown at me. I do not care about the $40. I wanted a manager to call me since one was not willing to return my message when this incident occurred. The back handed response indicating that I assumed the business would help me out and their passing the blame on the extra 12 hours it took Toyota financial services to approve me as if that was sole cause for the ordeal to take 2 weeks to be resolved is laughable at best. They certainly failed to address my complaint and issue.Regards,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]In reply to the response from the business, I do not agree with the resolution. I know that I definetly drove a vehicle with a sports package because the seats were way different and the ride was way different. I was so satisfied with the car that I test drove, it's not something that I could get confused about. I called the salesman the day after I took the car(02/25/2017) and told him that I was not in the right vehicle. I was unable to bring the car right back on that day because I was on my way to work. The salesman agreed to do a test drive with me on 02/26/2017 and said that everything felt fine. He said the only vehicle that they had with a sports package was the gray one and that I said I didnt want that one. The salesman admitted that there was a Q70 with a sports package so I'm not sure how they can say that there was not one on their lot. The salesman suggested that I have the service department look at the vehicle and I when I did, they said that nothing was wrong with the car. About a week later(20/20/2017) I spoke with the general manager who offered for me to come in so that he could look at the vehicle to see what was going on with it. I was again told that nothing was wrong with the vehicle. I was also told that there would no benefit to their business to give me a more expensive car than they wrote up. All I am looking for is to have the same vehicle that I test drove. I really don't see how they can get away with having me drive a vehicle with a package and giving me one without that package. On the day of my test drive I was told that there was a special that had been running since the middle of January so all of the q70 and q70l vehicles were the same price. I was only told that because I thought that I was interested in a Q70l that was in the showroom. It had more packages in it but the salesman said that I could get that vehicle if I wanted for the same price. I didn't end up liking the vehicle when I test drove it, so that's the reason I didn't end up with that vehicle. I am still very unsatisfied. Regards,[redacted]
With regards to the complaint filed with your office filed by Mr. [redacted] about a missing skid plate on his 2015 Jeep Renegade, Mr. [redacted] requested a New York State inspection which we completed on 4/17/17 along with 5 computer updates. The inspection nor any of the computer...
updates include an oil and filter change, therefore there would be no reason for my technician to remove the skid plate. New York State inspections require a technician to inspect vehicles for safety related concerns and, for Mr. [redacted] vehicle, an inspection of the emission controls on the vehicle. I reviewed the service file on Mr. [redacted]’s Renegade and found at no time did Lia Chrysler Jeep Dodge Ram complete an oil change service. Additionally, when my service advisor asked Mr. [redacted] who changes the oil on his vehicle he responded that he changes the oil himself. If Mr. [redacted] would like, we will replace his skid plate in an effort to regain his confidence in our service. Sincerely James A[redacted] Service manager Lia Chrysler Jeep Dodge Ram
After 4 months, the manager from the company finally contacted me. I explained that the employees of the dealership lied to me about the length of the warranty on the vehicle I purchased. He apologized and assured me that he would find me a deal on a certified vehicle and buy back the car that I had purchased. We spoke on a Monday and he said that he would call me the following day. That was over a week ago. It is apparent that he is not going to follow through on his promise.
We will have all the scratches removed and paint the hood to
match the rest of the car or if [redacted] produces a bill for the repairs we
will reimburse him up to $600.00 if he wants to have repair done someplace else.
class="MsoNormal"> Steven C[redacted]
General Manager
Lia Infiniti of Latham
[redacted]
[redacted]
[redacted]
[redacted] brought his 2006 Nissan Altima in for a "No Start" concern. Upon initial diagnostics, we found there was no key signal. We recommended that the reader for the key be replaced. [redacted] agreed to this repair.After that repair was made, we now had key signal, and the engine turned over...
with a no start. It was explained to our customer that we needed to perform more diagnostics to get to the root cause. He agreed and we continued. We determined there was signal in to the pcm, but no signal out. A pcm was recommended. Mr [redacted] purchased his own used from a salvage yard. We received the part, and installed it. At this point we discovered it was not the correct part for his 2006 Nissan Altima. He was provided a estimate for a new one from Nissan and agreed. When the new pcm arrived, we installed it and the vehicle was running. However it was running poorly.Considering this vehicle did not run at all when it came to us, we had no way of knowing how this vehicle ran prior to coming to Lia Nissan.[redacted] was informed of this and he asked for us to look into it further. We found the timing chains were stretched and needed to be replaced, we adjusted our price to help him with the cost as he was putting a lot of money into his car. Timing chains were replaced and the car ran better, however not the way it should. His vehicle lacked maintenance and had oil leaking from the valve cover. we replaced the valve cover and spark plugs due to oil saturation. [redacted] picked up his car and drove to Lake George, where he experienced a drivability issue. I sent a tow truck to get it, at no cost to him. We found the catalytic converters were no good, the rear catalytic converter had been hollowed out, and the front cat was failing. I gave him an estimate to replace those, and he declined and demanded his money back. I explained to him that when the vehicle came to me it did not run, and suggested the cats be replaced. He didn't want to spend more money. I offered him a couple suggestions of where to get this done for a considerable less amount of money using after market parts from a company that stands behind the work they do. He asked if we would purchase the car and our sales department didn't want it at this time. He asked if I would get the vehicle to him, and I did. His vehicle was returned to him on Monday December 14th. It wasn't until we recommended the catalytic converters, we found out he had just purchased this car weeks before it failed on him. Tom [redacted]Service ManagerLia Nissan Schenectady NY[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Though I do not agree with Mr. [redacted]' statement, because I am getting a refund of the majority of the money they agreed to pick up origjnally, I will not pursue further action. Below is the response from Mr. [redacted] stating they will refund the amount of $499 to my loan. It is 1/21 and I still haven't seen the refund on my lease account, but I am hopeful it will go through soon.Mr [redacted] In response to your request, the refund of the simonize/clear coat, I will put in the request for your refund of $499.00. Because there is lien holder on you current lease, the refund has to be sent to [redacted]. There will be a credit to your loan amount for 499.00.Jim [redacted]General Manager Lia Nissan of Enfield[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
Regards,
[redacted]
Customer’s vehicle was purchased at [redacted] Nissan and
customer has all service and repairs and maintenance performed by [redacted]
and independent facilities. Customer’s vehicle was brought in to our location
for cleaning...
due to [redacted] leaving oil fill cap off after performing
service. [redacted] paid for full detail for customer. Customer picked up vehicle
satisfied and returned to dealer the following day, customer states rear seats
in vehicle were damaged by detailers during the cleaning. Manager and detailers
inspected rear seats, detailer verified the cut in the rear seats that were
there prior to cleaning the vehicle. Customer was walked around shop and detail
area and shown all tools used to clean vehicles, and customer agreed that our
cleaning equipment would not have caused perfect slices in fabric as the seats
have. Detailer identified cuts from possible car seats or dragging an object
across seat while removing. Seat belt buckle has similar groove in it as well.
Customer has been in contact with Nissan Consumer Affairs and management as
well. I have spoken directly to our Nissan FOM prior to this email and he
agreed. Customer stated consumer affairs that they just want to make sure they
don’t have to pay for the damages when their lease expires. Mrs. [redacted] called
late last week and requested speaking to someone with higher authority than
myself and I forwarded info and contact numbers to [redacted] and requested
that he speak with her. I have not been contacted since from the [redacted]’.
Respectfully,
[redacted]
[redacted] brought her vehicle in on April the Third. The technician test drove the vehicle and found the rear struts were making noise. The technician replaced the struts and the Service Advisor ([redacted] ) test drove it and found the noise to be gone. [redacted]...
brought the vehicle back in on April the 13th stating it was still making noise. I went out to her vehicle and was able to verify her concern. I had the vehicle brought into the shop and diagnosed. The technician found that the right rear control arm was failing. I then put [redacted] in a rental vehicle. The Technician replaced the control arm and then he and I test drove the vehicle. We found that there was no noise and the vehicle was operating as designed. We sent the vehicle to the body shop to have the scratch on the driver’s side door taken care of. When [redacted] picked up her vehicle she noticed a different scratch on the driver’s side, another on the rear passenger door and a dent on the front passenger door. She also found marks on the hood of the car. [redacted] contacted [redacted] Fullerton on April 24th. [redacted] Fullerton (Parts and Service director) looked at the vehicle with [redacted] (Body Shop Manager) and then contacted [redacted] and advised her that Lia would take care of the dent and the scratch out of good-will but were not taking care of the marks on the hood because they were stone chips and had been there for some time due to rust forming. [redacted] okay-ed the repairs and they were performed. We stand behind the vehicle we sold and did everything possible for customer satisfaction. Sincerely,
[redacted]
Service Manager Lia CJDR
Horrible! We picked up our car from Lia Scion/Toyota of Wilbraham. Upon inspection of the vehicle with one of their staff, I noticed the windshield had two large 12" cracks on the drivers side. She ran back in to get the Service Manager. He came out with an other man and NOT apologizing for the cracked windshield stated that we MUST have had a crack in it to begin with and the heat and cold sometimes expands and contracts the windshield. I disagreed and told him the windshield was NOT chipped when the car was brought in for other repairs. He/LIA was responsible and they should pay for the replacement of the windshield since it was broken while at their dealership. He stated that Lia was NOT going to pay for it. I would have to call my insurance company. When my elderly parent disagreed with his LAME reason the windshield was cracked, the Service Manager stated, Lets get out of here. He and his cohort then ran into the building and left us standing there to call the police. Completely unprofessional dealing with them!
MESSAGE FROM OFFICE MANAGER KATHY [redacted]:: A cancellation was submitted to [redacted] for [redacted], when I became aware of her issue, I researched it, and it was actually a Hyundai warranty, not sure where the confusion was prior, but she got in contact with me in late January, I met with her...
on February 13th and was able to get her the refund she had due.I have attached copies of her cancellation and her canceled check.sorry for the inconvenience.
Mr. [redacted] card was credited the requested amount of $100 on 7/20. If he needs any further assistance he can contact me directly. John [redacted] General Manager Lia Nissan of Glens Falls [redacted]
The vehicle did not have an exhaust leak prior to the service provided by the dealer on the sub-frame unit. I do not understand how the dealer can say the check engine light indicated that there was an exhaust leak as they did not put the car on an analyzer nor did they say anything to me about that. They asked if I wanted them to check out the "check engine light" and I said no. The dealer told me that the exhaust leak resulted from the recall work as they had to remove the exhaust system to install the sub-frame unit. The dealer told me that due to the age of the vehicle I should expect this to occur and the exhaust system unit should be replaced. They refused to replace the exhaust unit that they damaged.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Lia Auto Group [redacted] I spoke to [redacted] about the situation...
multiple times and have been in contact with [redacted] on several occasions regarding this matter. This issue has to do with the customer not being current with payments and fulfilling her obligations to pay on time. We have fulfilled our obligations 100% and have gone above and beyond trying to get information from [redacted]. Once we have sent in the contract and paid off the remaining balance on the old lease as we stated we would, the customer is responsible for making the payments in a timely manner. If there is an issue with payments being lost or funds being applied to different accounts there is nothing we can do but advocate for the customer, which we have done on multiple occasions. At this point I have no other recourse and have nothing further I can do but direct the customer back to [redacted]. Response from [redacted] to my latest inquiry: $2529.38 sent in for APM was applied to new account in error on 9/14/15. That amount minus $480 ($2049.38) was reversed back to old account [redacted] because $480 was for 9/30/15 payment on new lease. The old lease has following bill due: $480 – remaining payment $250.16 – property tax Total: $730.16 As for the new lease, the customer is past due for 12/31/15 payment because they never made a payment in October. $480 posted on 9/14/15 from misapplied APM funds paid 9/30/15 payment $480 posted on 11/21/15 paid 10/31/15 payment $480 posted on 12/19/15 paid 11/30/15 payment Thank you Dominick [redacted] General Manager [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Let me respond to each of the points brought up by Ms. [redacted]:
1.) I did not want the tire patched due to the advice of another Lia Toyota (the one located in Northampton, Massachusetts). Attached is a record of the advice given by this dealership. Note that the service department explicitly wrote "There is a tire plug that is leaking, it is close to the sidewall and should not be repaired NEEDS NEW TIRE"
2.) The option of paying for a tire myself and having the labor cost waived was not even presented to me as an option. The excuse of "helping with the cost" by offering the cheapest possible tire is not only silly but also disrespectful.
3.) I did agree to the 50% split in the cost, but at no point did I suggest that this agreement was the end of my complaint. I needed the tire replaced, and was following the advice of the Northampton dealership by not agreeing to have the tire patched. I never even hinted that this meant that the issue was "resolved", and in fact even commented that I would "deal with the issue of the cost after the tire is replaced."
I do not feel that I received great or even acceptable customer service. With a falsely advertised vehicle, outwardly rude and cursing service managers, and multiple attempts to break the verbal contract which I had agreed to, I think this interaction would qualify as "horrible customer service" and likely even illegal behavior by falsely advertising a vehicle.
While Ms. [redacted] may have "no reason to believe the vehicle was sold with a plug in the tire", I can assure you that absolutely no modifications were made to this tire since the time of purchase. This seems like a very easy excuse for falsely advertising a vehicle and not conducting a proper inspection prior to sale.
Under the "tires & suspension" system section of the webpage for the 160 Point Inspection for Toyota Certified Used Vehicles (http://www.toyotacertified.com/inspection.html) the very 1st point listed is "Inspect tires for defects, damage, and inflation." This point was either missed completely, not properly checked, or blatantly disregarded before the sale of this vehicle.
Anyone who has ever had a plug in their tire knows that it may be a temporary solution, and may even last many months, but that it is by no means a permanent solution. It is unfortunate that the plug did not start leaking right after the vehicle was purchased, but that does not excuse the fact that the plug was there, either purposefully or accidentally, when it was sold.
I do not mean to be a burden on this dealership or the Revdex.com, but I do not feel that this resolution was "fair" to me, the customer. If a dealership can blatantly disregard their own advertised procedure, then refuse to resolve it when they are caught, there is no limit to the misconduct that dealerships such as this one can get away with.
I refuse to accept these short and inadequate responses from the dealership as a "resolution" to this borderline illegal activity.
[redacted]
We
apologize for the delays and lack of communication. We strive to exceed
every customer's expectation but sometimes we fall short. We
offer a $250 Lia gift card to be used for service, parts or a vehicle
purchase in any of our Lia locations. Please contact me directly for
facilitation. Respectfully, [redacted] Controller
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have provided answers
and commentary to Lia Hyundai’s initial response below. Lia Hyundai’s response
appears below in black: mine is in blue. Lia Hyundai: The 1st time complainant brought the
vehicle in it was not for a steering problem but for a replacement of
the Serpentine Belt which has nothing to do with any of the steering mechanics
of the car and is a maintenance item. Customer: False. The first time I brought the car in, it
was for a steering issue. The work order states “customer states the steering
seems to go in and out of power steering…Tech verified customer concern.” That
is printed on the 12/10/2014 work order (attached). I did not go for routine
maintenance. If replacement of the serpentine belt was not to treat the
steering problem, as the work order states, then the Lia Hyundai manager should
look to either the gold-certified technician with 16 years of experience or the
service advisor for an explanation. Lia Hyundai: The 2nd time the complainant brought the
vehicle in it was due to a steering issue. The complainant was presented with
the option of either doing a Power Steering Flush or Replacing the Steering
Rack The complainant chose to do a power steering flush as opposed to the more
expensive replacement of the steering rack. The complainant was informed at
that time that the flush( while cleaning out the internal rack) might not solve
the problem the car was experiencing. Customer: Mostly true. The second time (12/19) I brought
the car in for the same steering problem. After confirming the issue, the
service manager proposed a fluid flush, which he called a “$100 gamble,” and
said “if it’s not this, then it’s the rack.” More importantly, there was no
evidence or conversation about an independent test for the faulty rack, and
certainly no examination of the intermediate shaft, which is not part of the
power-steering system, and which was ultimately determined to be the problem. Lia Hyundai: The complainant after driving the car again
and the problem still existing was informed that the steering rack needed to be
replaced and that the tie rods would need to be replaced as well due to the
fact that they had been stripped due to wear, rust and corrosion.
The complainant took the vehicle and drove it approximately 578 miles and
subsequently called us stating the steering was still acting up. Customer: Lia manager's response requires multiple edits
for accuracy: The third time I brought the car in for the same steering problem
(12/21-12/23), the service advisor promised that since the serpentine belt and
the fluid flush didn’t work, the problem was 100 percent a faulty rack, and
after that was replaced, there would be no further steering issue. He did not
say “this is a $1,000 gamble,” which would have been more honest. I reminded
the service advisor that I was picking the car up and driving 200 miles to go
home for Christmas. He said it would be fixed. I picked up the car after the
service center had closed on 12/23, and while the driving was stiff, not being
a gold-certified Hyundai technician, I thought “they know what they are
doing….” and thought it would loosen. I drove 200 miles on the Thruway….a
straight line. The steering was still stiff when I got off the Thruway. The
next day, December 24, the steering problem was evident again, just as it had
been before. I called Lia. The service advisor said Lia would “make it right.”
I drove the car again on December 26, and the steering problem was even worse.
I took it to a local
mechanic, who diagnosed and visually confirmed the problem as being the
universal joint on the intermediate shaft, which is not part of the power
steering system. He also said that a malfunctioning universal joint could feel
very similar to a faulty rack and pinion assembly to a driver. I called Lia
again. The service manager said, “There is no way it is that! In my eight years
as service manager, I’ve never seen one of those parts on these cars go bad.”
(As an aside, a Google search of “universal joint hyundai sonata” reveals that
there was recall of 2011 Sonatas for this very issue. I understand that my car
is a 2010, but for the service manager to claim that it never happens is a
gross exaggeration. Saying “we never looked for that” is likely a more
realistic explanation). I asked Lia if I could
take it to a local Hyundai dealer. They said they don’t have that kind of
arrangement with other dealerships. I asked Lia to tow it to Albany. Citing the
expense, they refused. Lia said the only way they would deal with it was if I
brought it to their lot in Albany. My local mechanic confirmed the 200-mile
drive back was not dangerous. I delivered it to the Lia lot on December 28,
2014. The Lia Hyundai manager is claiming I drove the car hundreds of miles
before I complained. This is true, but not in the way he characterizes it. I picked
up the car on 12/23 and called Lia on the mornings of 12/24 and 12/26,
respectively. I returned the car to Lia Hyundai on 12/28. Lia Hyundai: The technician again looked at the vehicle and
determined that it needed a steering coupler. It was at this point that we
called Hyundai Motor America and spoke with our District Parts and Service
Manager(DPSM). We explained that although the vehicle in question was out of
factory warranty by 14,555 miles that the customer had been a loyal
Hyundai owner and a good customer and we would like to "go to
bat" for them to see if Hyundai would help them out. Our DPSM
then authorized that Hyundai would pay for both the parts and labor ($450) on
behalf of the customer. Customer: Again, the Lia Hyundai manager's statement
requires edits: The fourth!!! time I brought the car into Lia for the same
steering issue (12/28-12/29), I instructed them to look at the universal joint
on the intermediate shaft, which was diagnosed by my non-Hyundai mechanic. Dealerships
don’t typically “go to bat” for customers because they feel bad for them. Car
dealerships do not prosper through altruism. What likely happened is they
offered to pay for the final fix because it was relatively inexpensive and they
were hoping the transparent act of “good will” would inspire me to not pursue
the case further. While Hyundai Corporate
has generously provided some financial reimbursement, Lia Hyundai of Albany
should take accountability for its mistakes and make me whole. Regards, [redacted]
Hello, I have spoken with the customer and explained to her that the vehicle she took home was the same make and model as the car she test drove because all the vehicles we had available for a test drive had the same equipment as the one she purchased, including the wheels and the interior. The only...
other vehicle in our inventory which could be confused with her vehicle was a premium select edition which was inside on the showroom floor at the time, so no there would have been no way for her to drive that vehicle. I asked her more than once if it was possible she drove a Q70L because I did have a couple in stock with different wheels and she insisted she did not. I then reviewed our E-Leads records to see if the vehicle she bought and took delivery of was the same one we had on the work sheet we provided and it was. Only one vehicle was reviewed. Ms. [redacted] made no mention of any problems upon delivery of the vehicle and it was only sometime later she voiced a concern.Steven [redacted]General ManagerLia Infiniti of Latham[redacted]
We are rejecting the offer from Lia Toyota and requesting the case re-opened. The offer was for a store gift card of $500 to be spent at Lia Toyota. This is useless to us they sell cars and service cars.
This process of having the camper has been more than an only an inconvience. It was not done properly. If Lia Toyota did not know how to fix and RV they should have as a business , told us that from the start. They did not order parts that were needed from the start, but waited.We took the camper home yesterday. They trim over the wheel well is not put on wrong and is loose. The rear running lights are not turning on. The repair to the right interior trim panel was not completed. The panel was pushed out of place when the vehicle was rear-ended. sincerely [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My complaint with the business was not to have money thrown at me. I do not care about the $40. I wanted a manager to call me since one was not willing to return my message when this incident occurred. The back handed response indicating that I assumed the business would help me out and their passing the blame on the extra 12 hours it took Toyota financial services to approve me as if that was sole cause for the ordeal to take 2 weeks to be resolved is laughable at best. They certainly failed to address my complaint and issue.Regards,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]In reply to the response from the business, I do not agree with the resolution. I know that I definetly drove a vehicle with a sports package because the seats were way different and the ride was way different. I was so satisfied with the car that I test drove, it's not something that I could get confused about. I called the salesman the day after I took the car(02/25/2017) and told him that I was not in the right vehicle. I was unable to bring the car right back on that day because I was on my way to work. The salesman agreed to do a test drive with me on 02/26/2017 and said that everything felt fine. He said the only vehicle that they had with a sports package was the gray one and that I said I didnt want that one. The salesman admitted that there was a Q70 with a sports package so I'm not sure how they can say that there was not one on their lot. The salesman suggested that I have the service department look at the vehicle and I when I did, they said that nothing was wrong with the car. About a week later(20/20/2017) I spoke with the general manager who offered for me to come in so that he could look at the vehicle to see what was going on with it. I was again told that nothing was wrong with the vehicle. I was also told that there would no benefit to their business to give me a more expensive car than they wrote up. All I am looking for is to have the same vehicle that I test drove. I really don't see how they can get away with having me drive a vehicle with a package and giving me one without that package. On the day of my test drive I was told that there was a special that had been running since the middle of January so all of the q70 and q70l vehicles were the same price. I was only told that because I thought that I was interested in a Q70l that was in the showroom. It had more packages in it but the salesman said that I could get that vehicle if I wanted for the same price. I didn't end up liking the vehicle when I test drove it, so that's the reason I didn't end up with that vehicle. I am still very unsatisfied. Regards,[redacted]
With regards to the complaint filed with your office filed by Mr. [redacted] about a missing skid plate on his 2015 Jeep Renegade, Mr. [redacted] requested a New York State inspection which we completed on 4/17/17 along with 5 computer updates. The inspection nor any of the computer...
updates include an oil and filter change, therefore there would be no reason for my technician to remove the skid plate. New York State inspections require a technician to inspect vehicles for safety related concerns and, for Mr. [redacted] vehicle, an inspection of the emission controls on the vehicle. I reviewed the service file on Mr. [redacted]’s Renegade and found at no time did Lia Chrysler Jeep Dodge Ram complete an oil change service. Additionally, when my service advisor asked Mr. [redacted] who changes the oil on his vehicle he responded that he changes the oil himself. If Mr. [redacted] would like, we will replace his skid plate in an effort to regain his confidence in our service. Sincerely James A[redacted] Service manager Lia Chrysler Jeep Dodge Ram
After 4 months, the manager from the company finally contacted me. I explained that the employees of the dealership lied to me about the length of the warranty on the vehicle I purchased. He apologized and assured me that he would find me a deal on a certified vehicle and buy back the car that I had purchased. We spoke on a Monday and he said that he would call me the following day. That was over a week ago. It is apparent that he is not going to follow through on his promise.
We will have all the scratches removed and paint the hood to
match the rest of the car or if [redacted] produces a bill for the repairs we
will reimburse him up to $600.00 if he wants to have repair done someplace else.
class="MsoNormal"> Steven C[redacted]
General Manager
Lia Infiniti of Latham
[redacted]
[redacted]
[redacted]
[redacted] brought his 2006 Nissan Altima in for a "No Start" concern. Upon initial diagnostics, we found there was no key signal. We recommended that the reader for the key be replaced. [redacted] agreed to this repair.After that repair was made, we now had key signal, and the engine turned over...
with a no start. It was explained to our customer that we needed to perform more diagnostics to get to the root cause. He agreed and we continued. We determined there was signal in to the pcm, but no signal out. A pcm was recommended. Mr [redacted] purchased his own used from a salvage yard. We received the part, and installed it. At this point we discovered it was not the correct part for his 2006 Nissan Altima. He was provided a estimate for a new one from Nissan and agreed. When the new pcm arrived, we installed it and the vehicle was running. However it was running poorly.Considering this vehicle did not run at all when it came to us, we had no way of knowing how this vehicle ran prior to coming to Lia Nissan.[redacted] was informed of this and he asked for us to look into it further. We found the timing chains were stretched and needed to be replaced, we adjusted our price to help him with the cost as he was putting a lot of money into his car. Timing chains were replaced and the car ran better, however not the way it should. His vehicle lacked maintenance and had oil leaking from the valve cover. we replaced the valve cover and spark plugs due to oil saturation. [redacted] picked up his car and drove to Lake George, where he experienced a drivability issue. I sent a tow truck to get it, at no cost to him. We found the catalytic converters were no good, the rear catalytic converter had been hollowed out, and the front cat was failing. I gave him an estimate to replace those, and he declined and demanded his money back. I explained to him that when the vehicle came to me it did not run, and suggested the cats be replaced. He didn't want to spend more money. I offered him a couple suggestions of where to get this done for a considerable less amount of money using after market parts from a company that stands behind the work they do. He asked if we would purchase the car and our sales department didn't want it at this time. He asked if I would get the vehicle to him, and I did. His vehicle was returned to him on Monday December 14th. It wasn't until we recommended the catalytic converters, we found out he had just purchased this car weeks before it failed on him. Tom [redacted]Service ManagerLia Nissan Schenectady NY[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Though I do not agree with Mr. [redacted]' statement, because I am getting a refund of the majority of the money they agreed to pick up origjnally, I will not pursue further action. Below is the response from Mr. [redacted] stating they will refund the amount of $499 to my loan. It is 1/21 and I still haven't seen the refund on my lease account, but I am hopeful it will go through soon.Mr [redacted] In response to your request, the refund of the simonize/clear coat, I will put in the request for your refund of $499.00. Because there is lien holder on you current lease, the refund has to be sent to [redacted]. There will be a credit to your loan amount for 499.00.Jim [redacted]General Manager Lia Nissan of Enfield[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
Regards,
[redacted]
Customer’s vehicle was purchased at [redacted] Nissan and
customer has all service and repairs and maintenance performed by [redacted]
and independent facilities. Customer’s vehicle was brought in to our location
for cleaning...
due to [redacted] leaving oil fill cap off after performing
service. [redacted] paid for full detail for customer. Customer picked up vehicle
satisfied and returned to dealer the following day, customer states rear seats
in vehicle were damaged by detailers during the cleaning. Manager and detailers
inspected rear seats, detailer verified the cut in the rear seats that were
there prior to cleaning the vehicle. Customer was walked around shop and detail
area and shown all tools used to clean vehicles, and customer agreed that our
cleaning equipment would not have caused perfect slices in fabric as the seats
have. Detailer identified cuts from possible car seats or dragging an object
across seat while removing. Seat belt buckle has similar groove in it as well.
Customer has been in contact with Nissan Consumer Affairs and management as
well. I have spoken directly to our Nissan FOM prior to this email and he
agreed. Customer stated consumer affairs that they just want to make sure they
don’t have to pay for the damages when their lease expires. Mrs. [redacted] called
late last week and requested speaking to someone with higher authority than
myself and I forwarded info and contact numbers to [redacted] and requested
that he speak with her. I have not been contacted since from the [redacted]’.
Respectfully,
[redacted]
[redacted] brought her vehicle in on April the Third. The technician test drove the vehicle and found the rear struts were making noise. The technician replaced the struts and the Service Advisor ([redacted] ) test drove it and found the noise to be gone. [redacted]...
brought the vehicle back in on April the 13th stating it was still making noise. I went out to her vehicle and was able to verify her concern. I had the vehicle brought into the shop and diagnosed. The technician found that the right rear control arm was failing. I then put [redacted] in a rental vehicle. The Technician replaced the control arm and then he and I test drove the vehicle. We found that there was no noise and the vehicle was operating as designed. We sent the vehicle to the body shop to have the scratch on the driver’s side door taken care of. When [redacted] picked up her vehicle she noticed a different scratch on the driver’s side, another on the rear passenger door and a dent on the front passenger door. She also found marks on the hood of the car. [redacted] contacted [redacted] Fullerton on April 24th. [redacted] Fullerton (Parts and Service director) looked at the vehicle with [redacted] (Body Shop Manager) and then contacted [redacted] and advised her that Lia would take care of the dent and the scratch out of good-will but were not taking care of the marks on the hood because they were stone chips and had been there for some time due to rust forming. [redacted] okay-ed the repairs and they were performed. We stand behind the vehicle we sold and did everything possible for customer satisfaction. Sincerely,
[redacted]
Service Manager Lia CJDR
Horrible! We picked up our car from Lia Scion/Toyota of Wilbraham. Upon inspection of the vehicle with one of their staff, I noticed the windshield had two large 12" cracks on the drivers side. She ran back in to get the Service Manager. He came out with an other man and NOT apologizing for the cracked windshield stated that we MUST have had a crack in it to begin with and the heat and cold sometimes expands and contracts the windshield. I disagreed and told him the windshield was NOT chipped when the car was brought in for other repairs. He/LIA was responsible and they should pay for the replacement of the windshield since it was broken while at their dealership. He stated that Lia was NOT going to pay for it. I would have to call my insurance company. When my elderly parent disagreed with his LAME reason the windshield was cracked, the Service Manager stated, Lets get out of here. He and his cohort then ran into the building and left us standing there to call the police. Completely unprofessional dealing with them!
MESSAGE FROM OFFICE MANAGER KATHY [redacted]:: A cancellation was submitted to [redacted] for [redacted], when I became aware of her issue, I researched it, and it was actually a Hyundai warranty, not sure where the confusion was prior, but she got in contact with me in late January, I met with her...
on February 13th and was able to get her the refund she had due.I have attached copies of her cancellation and her canceled check.sorry for the inconvenience.
Mr. [redacted] card was credited the requested amount of $100 on 7/20. If he needs any further assistance he can contact me directly. John [redacted] General Manager Lia Nissan of Glens Falls [redacted]
The vehicle did not have an exhaust leak prior to the service provided by the dealer on the sub-frame unit. I do not understand how the dealer can say the check engine light indicated that there was an exhaust leak as they did not put the car on an analyzer nor did they say anything to me about that. They asked if I wanted them to check out the "check engine light" and I said no. The dealer told me that the exhaust leak resulted from the recall work as they had to remove the exhaust system to install the sub-frame unit. The dealer told me that due to the age of the vehicle I should expect this to occur and the exhaust system unit should be replaced. They refused to replace the exhaust unit that they damaged.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Lia Auto Group [redacted] I spoke to [redacted] about the situation...
multiple times and have been in contact with [redacted] on several occasions regarding this matter. This issue has to do with the customer not being current with payments and fulfilling her obligations to pay on time. We have fulfilled our obligations 100% and have gone above and beyond trying to get information from [redacted]. Once we have sent in the contract and paid off the remaining balance on the old lease as we stated we would, the customer is responsible for making the payments in a timely manner. If there is an issue with payments being lost or funds being applied to different accounts there is nothing we can do but advocate for the customer, which we have done on multiple occasions. At this point I have no other recourse and have nothing further I can do but direct the customer back to [redacted]. Response from [redacted] to my latest inquiry: $2529.38 sent in for APM was applied to new account in error on 9/14/15. That amount minus $480 ($2049.38) was reversed back to old account [redacted] because $480 was for 9/30/15 payment on new lease. The old lease has following bill due: $480 – remaining payment $250.16 – property tax Total: $730.16 As for the new lease, the customer is past due for 12/31/15 payment because they never made a payment in October. $480 posted on 9/14/15 from misapplied APM funds paid 9/30/15 payment $480 posted on 11/21/15 paid 10/31/15 payment $480 posted on 12/19/15 paid 11/30/15 payment Thank you Dominick [redacted] General Manager [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Let me respond to each of the points brought up by Ms. [redacted]:
1.) I did not want the tire patched due to the advice of another Lia Toyota (the one located in Northampton, Massachusetts). Attached is a record of the advice given by this dealership. Note that the service department explicitly wrote "There is a tire plug that is leaking, it is close to the sidewall and should not be repaired NEEDS NEW TIRE"
2.) The option of paying for a tire myself and having the labor cost waived was not even presented to me as an option. The excuse of "helping with the cost" by offering the cheapest possible tire is not only silly but also disrespectful.
3.) I did agree to the 50% split in the cost, but at no point did I suggest that this agreement was the end of my complaint. I needed the tire replaced, and was following the advice of the Northampton dealership by not agreeing to have the tire patched. I never even hinted that this meant that the issue was "resolved", and in fact even commented that I would "deal with the issue of the cost after the tire is replaced."
I do not feel that I received great or even acceptable customer service. With a falsely advertised vehicle, outwardly rude and cursing service managers, and multiple attempts to break the verbal contract which I had agreed to, I think this interaction would qualify as "horrible customer service" and likely even illegal behavior by falsely advertising a vehicle.
While Ms. [redacted] may have "no reason to believe the vehicle was sold with a plug in the tire", I can assure you that absolutely no modifications were made to this tire since the time of purchase. This seems like a very easy excuse for falsely advertising a vehicle and not conducting a proper inspection prior to sale.
Under the "tires & suspension" system section of the webpage for the 160 Point Inspection for Toyota Certified Used Vehicles (http://www.toyotacertified.com/inspection.html) the very 1st point listed is "Inspect tires for defects, damage, and inflation." This point was either missed completely, not properly checked, or blatantly disregarded before the sale of this vehicle.
Anyone who has ever had a plug in their tire knows that it may be a temporary solution, and may even last many months, but that it is by no means a permanent solution. It is unfortunate that the plug did not start leaking right after the vehicle was purchased, but that does not excuse the fact that the plug was there, either purposefully or accidentally, when it was sold.
I do not mean to be a burden on this dealership or the Revdex.com, but I do not feel that this resolution was "fair" to me, the customer. If a dealership can blatantly disregard their own advertised procedure, then refuse to resolve it when they are caught, there is no limit to the misconduct that dealerships such as this one can get away with.
I refuse to accept these short and inadequate responses from the dealership as a "resolution" to this borderline illegal activity.
[redacted]
We will reimburse first payment with a release signed by customer. Michael [redacted] Controller Lia Group, Inc.