Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase a warranty for vehicle in November 2023 and told by finance guy that my warranty was a bumper to bumper warranty. On feb. 15, 2024, I took vehicle in to have a headlight that was out repaired and I was told by ***(service advisor) that headlights wasn’t covered. I told her that I had a bumper to bumper warranty. My reason for going through BBB is to make sure other customers don’t buy a vehicle and be told the same thing I was told. Finance guy needs to make sure to explain that it’s not a bumper warranty.

  Business Response

  Date: 02/21/2024

  Hello, I interviewed *** ******, our service advisor who greeted *** *****.   *** ***** told ** ****** that his headlight was out and that it was covered under warranty.  Ms. ****** replied that LED headlights aren't covered under warranty.  At this point, *** ***** became upset and left soon afterward.  We didn't get an opportunity to inspect the headlight assembly and make our own determination. 

  It is true that LED headlights are not covered under a bumper to bumper warranty, but *** *****'s vehicle was an older model, and the headlight issue might just have been a burned out regular bulb.  We would have been glad to replace that at no cost to *** *****.  However, *** ***** left quickly and we didn't have a chance to examine the light assembly.  

  We will be glad to examine *** *****'s vehicle if he would like to come back in.

  Best Regards,

  ******* **********, General Manager
  

  Customer Answer

  Date: 02/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The issue that’s not addressed is the fact that the finance manager said that the vehicle was covered from bumper to bumper for 2 years or 24,000 miles. In the eye of the consumer, bumper to bumper means when anything goes wrong with it, it’s covered. The practice of telling consumers that a bumper to bumper covers everything should be amended to what is covered because when a person tells you everything is covered, THAT MEANS EVERYTHING. I don’t care how old the car is, everything means everything. 
  

  While your service advisor of the month lied about me being upset, that’s far from the truth. Little things like that don’t upset me. I ask that you run those cameras back and see the exchange. Then you will see. Matter of fact, she walked off from me before I even had a chance to ask her to inspect vehicle. Look at the video and you will see that I had to motion for the porter to remove the little thing you all put on vehicles when they come in for service. I had the color black. So, I didn’t know the service advisor lied. Please review footage and you will definitely give me an apology. 
  

  once again, address the issue of the bumper to bumper warranty being told to consumers. That’s all I’m asking for. 
  

  I could have been upset at the price of the vehicle because you all sold it double for what it valued. Don’t think I didn’t check. 
  

  But, I do thank you for addressing the fact you would have replaced the bulb at no charge, after we had to go through this instead of your service personnel checking with management to see if it was something that could have been done to insist me and then talk about the warranty I purchased. That’s the way you conduct business. 
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 02/22/2024

  Hi,

  This is ***** *********, I typed out the response from Mr. ********** yesterday.  I misunderstood the message and provided information that was 'backwards'.  

  Per Mr. **********, LED headlights *are* covered under warranty, but Mr. ***** didn't have LED headlights.   Mr. *****'s vehicle has incandescent bulbs, which are not covered under warranty.  However, if it is just a matter of the bulb being burned out, we will be glad to replace the bulb for free.  We didn't have an opportunity to assess the lamp assembly to make a determination.  We will be glad to do so if Mr. ***** would like to return to the dealership. 

  Best Regards,

  ***** ********* for ******* **********
  

   

  Business Response

  Date: 02/27/2024

  Hello,

  Please find attached the copy of the Safe Guard agreement.  Mr. ***** did purchase the "Supreme" coverage plan, which is the highest level of coverage.

  However, there simply isn't such a thing as a vehicle warranty where there are no exclusions.  When our Finance personnel visit with a customer, they do describe the warranty coverage, and also describe that 'wearables' are not covered, such as tires, hoses, batteries, coolant, wiper blades, engine tuneups, etc.  This is customary with all warranty plans. 
  

  Please see the document attached called "Vehicle Serv Contract Details".  On Page 3 of 17, item #4 - Agreement Coverage, this is the list of items covered.  Then see page 5, item #5 - Exclusions from Coverage.  On page 6, item P, this is the list of items that are not covered. This information can be accessed by the website our UPC code as shown on the attachment called "Vehicle Service Contract".
  

  Mr. ******* policy has a $100 deductible.  To replace a burnt out bulb would easily have been less than the deductible, and we would be glad to cover that cost. Again, our offer still stands that we are glad to replace Mr. ******* bulb at no charge. 
  

  Best Regards,

  ******* **********
  

• Initial Complaint

  Date:02/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2023 I traded my 2019 Buick suv for a 2019 Lexus ES350 at Yokem Toyota in Shreveport La. I am a widowed woman with little knowledge of cars so I trusted the salesman was being honest with me. I noticed the car had small cosmetic damage that they promised to fix if I purchased the car. I purchased the car that day and was told to bring the car back the next day to fix a broken piece on console. They also told me they would buff out the scratches on the car .After arriving the next day I brought to their attention the front driver door was rubbing and sounded hollow and I could hear wind and air coming in the car.They took for test drive and said there was no problem at all. They also did not fix the broken piece on console and didn’t buff out minor scratches. They basically said you bought a used car. I paid them 36 thousand dollars for the car that they assured me had no problems and been inspected properly by their service department only to bring it to a local body shop to have scratches touched up and the front door checked out to discover the door is not original and the front bumper clips were broken . If they really inspected the car they would have noticed these issues as a dealership. Also paid for extended warranties with them them cancelled the warranties only days later and had to wait forever to get my money back. Now I’m told on the value of my car is substantially less than 6 months ago when I bought it because of the cosmetic flaws that they promised to fix if I purchased the car which they did not fix.

  Business Response

  Date: 02/27/2024

  Hello,

  I obtained the paperwork in the deal to review for any documented 'we owes', which indicate services/fixes needed after the sale of a vehicle. 

  On the hand-written Buyer's Order, there is the wording "No Adds, No We Owes", and Ms. ****** signed on the line under this verbage. (please see attached)
  

  Based upon discussions with the sales person, Ms. ****** was given the option for either having our dealership fix the known cosmetic issues with the vehicle, or we could discount the vehicle and she could buy it 'as is'.  Ms. ****** chose the 'as is' with the discounted price. 

  As you can see on the hand-written buyers order, the price was reduced from $36,995 to $35,250.  (see attached Buyers Order)   Also, the trade-in value was raised from $15,000 to $15,500.  So the total cost reduction of $2,245 was put in place in lieu of fixing the issues stated by Ms. ****** in her complaint. 

  Best Regards,

  ******* **********
  

   

  Customer Answer

  Date: 03/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    Hi to whom it may concern, I’m rejecting this reply because there was never a true discount on the sales for the flaws. The cash price they were advertising for the vehicle was $35,995 them I was told the they would give me $15,500 for my suv. The salesman knew I would be paying cash the difference with a personal check. He said let me go runs some numbers and see how much you would pay out of pocket. He came back with a piece of paper with the amount of approximately $25,120 circled I then asked how he came up with those numbers and he said the price of the car was$36,995 plus tax, title and license. I then reminded him the cash price is a thousand less and his reply was that was just a suggested price. I told him that was not going to work for me that I didn’t want to pay more than $22,000 out of pocket but what I didn’t realize was he was charging me taxes on the full amount. This was my first car purchase. He said he would talk to his manager then he came back and said we will give you a credit if you buy as is . The so called credit was actually the true amount I was supposed to pay after they deducted the price of trade in and figured taxes so they called it a tax credit when in reality they were not supposed to charge me taxes on full amount. Unfortunately I did not know any better until after the fact. They did say they would fix the console. They ask me to come back the following day in the morning. I went back the next morning only for them to tell me they couldn’t fix it and when I ask why they told to bring it back so they could fix it and couldn’t they said what do you expect you bought a used car. 
  
  Sincerely,
  
  
  
  Krystal Dubois.  

• Initial Complaint

  Date:07/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traded my car in for another vehicle at Yokem Toyota. They offered me $29,200 and told me that was the best price I could get, then turned around and listed it for $37,995. That is a difference of $8,795. I still paid more than retail price for the new vehicle. I feel like they took advantage of me and I was misled when they could have given me more for my trade. They made a profit off the vehicle I purchased, but they made a nice profit from my trade in. They did fix the cracked headlights on my new purchase which was a used vehicle because that should have already been fixed.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 11, 2022/08/03) */
  Hello, thank-you for contacting us regarding your concerns.
  When a vehicle is traded-in to us, there is always reconditioning and detailing that we do to a vehicle before it can be offered for resale in our inventory. Thus, our cost in the vehicle is always more than just the trade-in value.
  This vehicle was sold from our dealership during the middle of July, so it automatically dropped off of our on-line inventory once the paperwork for that sale was posted into our system.
  Thank-you for contacting us regarding your concerns. We appreciate your business and hope these responses address your concerns.
  
  
  Consumer Response /* (3000, 14, 2022/08/11) */
  I'm not satisfied with this. I feel taken advantage of. They made a huge profit off of me. If they give me back $3,000 they are still making a nice profit. I emailed the owner twice before coming to you and I read the response from the dealership but there's no way it cost that much for detailing and reconditioning. They claimed they had to repair my rims for scratches but put my old rims on another Volvo to make it look better. he didn't even respond to me.
  
  
  Business Response /* (4000, 16, 2022/08/22) */
  The advertised retail price of a vehicle has little to do with the trade-in value. If you look at **** ****** the industry, and bank standards for automotive prices, there is always a large difference between retail and trade-in values. This is due to reconditioning costs, overhead expenses, and any other unforeseen expenses for which the dealer is responsible. Also, the advertised retail price doesn't always equal to the final sales price.
  Due to the above detailed reasons, we are unable to issue a refund on this purchase.
  
  
  Consumer Response /* (4200, 18, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not asking for $3,000. I feel like I should be paid more but will settle for $3,000. Again, my original rims could have been left on my trade in and you could have got even more on my trade in but you put them on another less attractive car like mine to make it look better also helping it sell. I feel like I was taken advantage of and misled. I do not believe that reconditioning could have ever cost that much but I knew you would come up with some answer like that to try to satisfy me. I would like to see a detailed list of the reconditioning and the costs since it is so much.