Complaints

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my ***** Toyota 86/2019, because the engine light kept coming on/off to be checked out by service desk employee **** on July 20, 2022@ 7:30a! I sat there for 8 hours without **** keeping me posted at, finally about 4/4:30p I finally got up and asked **** are they/technicians building a new engine?, he they told me that he had an update about my vehicle, y couldnt he tell me that along time ago? **** mentioned something about an electrical problem and had to go into the truck to reach the system, he got me a Lift to take me home, he promised me that the car would be ready the next day (21st) **** said he would put me on top of the list if he found a car to loan me, I didnt hear n e thing and today Im still waiting, I initially asked him if I rented a car would reminbust me, for the inconvenience, he flat out said NO, I had tickets to a function that I couldnt attend on the 21st, **** has not kept me posted about n e thing, poor customer service from the beginning to the end!!!! I didnt appreciate b n lied to inconvenienced, I have n appointment on Monday the 25th, it looks like I have to rent a car if I dont hear from him!!!! Can u help me, Im a hostage in my own home without my vehicle!!!! Can you help me please, Im a senior citizen/veteran, I asked **** how could the car have n electrical problem with the car being 2 and a half years old with only 10 thousand miles, I stated that Toyota might offer me a New car etc etc etc!!!!

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Almost 2 months ago I put a reservation fee on a car that I was going to purchase that they had not yet received, when I finally received the car and signed the paperwork and took it home I was told that I would be getting the reservation fee back because I didnt wanna use it as a down payment. It has been well over a month since I purchased the vehicle, and I still have not received my $499 back. I have called multiple times over the last 2 1/2 weeks to get my money back only to continue to get the runaround. According to other reviews I read Hanlees has tried to steal the reservation fee from other customers as well. I just want my money back.

• Initial Complaint

  04/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I put a $500 deposit on an incoming vehicle, expected delivery May, with Hanlees in Fairfield. The car arrived 2 weeks early. The manager (not the sales agent I was working for, who has been very professional) has indicated that they will sell the car I have the deposit on immediately without giving me a chance to acquire the vehicle. I had expected to have the funds to pay for the car in May, not April. I called the dealership, asking to speak to the owner and instead got a very rude manager, Diego *********, who answered the phone, was short with me, and then hung up on me. The company is failing to act in good faith and this is highly unethical behavior. While I expect my deposit to be returned (and I will keep you posted on that), the outcome I wanted is a car that meets my specifications in May, as I originally indicated and for which they have been holding a deposit for since March.

  Customer response

  05/10/2022

  Thanks for following up, Chris. I have just received my deposit back today.  Doesn’t excuse the terrible business practices, but at least they returned my money.  And to clarify, my salesman was ethical, but his managers were not.

*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. ↩