Complaints

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PURCHASED CAR FROM *** PECHELES IN NOVEMBER AND IN JULY MY DASHBOARD WAS SOUNDING FUNNY AND I MADE AS APPOINTMENT AND THE TECHNICIAN SAID I HAD TWO CLIPS IN MY DASHBOARD WERE NOT CONNECTED. AFTER THAT I STILL HEARD THE ***** SO I SCHEDULE ANOTER APPOINTMENT. PROBLEM STILL WAS NOT SOLVED. THIRD TRIP I MADE AN EEARLY APPOINTMENT AND I STILL KEPT HEARING A *****. FOURTH TRIP AUGUST 28TH I LEFT MY CAR THERE AND THE CLICKING ***** NEAR THE PASSENGER SIDE WAS FIXED SOME . NOW I 'M HEARING VIBRATIONS IN MY DASHBOARD AGAIN. MY CAR WAS ***************. ************************

  Business response

  09/15/2023

  We acknowledge **************** concerns regarding noise and vibrations in her vehicle, and we want to assure her that we take these issues very seriously at our dealership.
  

  ************ has already contacted Toyota, the manufacturer, about these concerns.  On September 7th, our general manager had a direct conversation with ************* and advised her if she wanted to pursue a repurchase that she should notify her case manager at Toyota and that we would assist with any information needed.  
  

  As follow up, today we have been in contact with Toyota, and they have confirmed that ************ has reached out to them with her demand. Additionally, we have been informed that ************ has filed for arbitration with NCDS, and a hearing has been scheduled in October.
  

  We understand that the noise concerns have caused ************ inconvenience and frustration, and we genuinely appreciate her patience as we work towards finding a resolution that meets her expectations. Our commitment to customer satisfaction remains unwavering, and we will continue to support ************ as her case progresses.
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ******************* January 2023. After about a month I noticed a jerking in the vehicle while driving on the highway. I took the vehicle back to the dealership to request this problem be address or at least looked at and was told there was nothing wrong with the vehicle and that the jerking was just a changing of gears in the vehicle. I was sent away. I went back to the dealership on 2 separate occasions with the same complaint and was again told the same thing. Now my vehicle will not gain speed, there is a fault light that has come on regarding the transmission. I have reached out to the dealership to ask about having this issue looked at, fixed and resolved and now I am getting the run around and they are telling me to take it to another dealership. I do not feel as though I should have to take the vehicle to another dealership. Had my concerns been properly looked at when I originally took the vehicle back to them and asked for them to check it out the problem I feel could have been avoided and I would still be able to use my vehicle. While it is a used vehicle; for it to have broken down just 4 months after getting it from a "reputable" dealership should not be acceptable. I would like some resolution for this issue.

  Business response

  05/26/2023

  Thank you for making us aware of **************** complaint. We wanted to provide you with an update on the situation and the steps we have taken to resolve the issue.
  

  We have reviewed the complaint and understand her concerns regarding the 2019 **** Escape they purchased on January 4, 2023.  We assure you that we are committed to resolving this issue and providing a satisfactory resolution for **************. Because the customer declined to purchase an extended warranty the vehicle was sold as is, therefore, any repairs required are not covered by a warranty or guarantee (see attached). Regardless, we are working with ************** to find a suitable solution that meets their needs and ensures their satisfaction. 
  

  The customer's vehicle has since been towed to our dealership for a comprehensive diagnostic assessment. Our certified technicians will conduct a thorough inspection to identify the exact cause of the problem and determine the necessary repairs.
  

  We understand and acknowledge **************** frustration regarding the situation. Note that our initial suggestion to seek assistance from another dealership was because the vehicle was over an hour and a half away from our dealership,and we advised her to seek diagnostic assistance at a **** dealership closer to her destination to reduce the cost of a tow, and that we would work with that dealership to assist in resolving the concern.  We never suggested that we were not interested in helping. Our intention was to explore all available options to address the concern at the lowest possible out of pocket cost.
  

  We will maintain close communication with ************** throughout the diagnostic and repair process, ensuring they are updated on the progress and any necessary steps moving forward. Our goal is to resolve the issue to their satisfaction and regain their trust in our dealership.
  

  Thank you for your attention to this matter, and we appreciate your continued support and assistance in facilitating a resolution.

*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. ↩