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:04/22/2025

  Type:Service or Repair 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've gone back back like 6 times to get this piece of s*** car fixed that they sold me the first time was 2 weeks after buying the car and they wouldn't take it back my control arms r gone my differential went and. My alternator is about to go all in less then 4 months along with my tires r done since my control arms r bad

  Business Response

  Date: 04/27/2025

  We appreciate the opportunity to respond to the concerns raised by ******* ****** regarding the vehicle purchased from our dealership on October 31, 2024. We take all complaints seriously and understand the frustration the customer is experiencing.
  The vehicle in question was sold as Jeep Certified, with an odometer reading of ****** miles. This included a thorough inspection from a certified technician and the Jeep Certified warranty, which covers 3 months or ***** miles, whichever comes first. Our records show that the customer has returned for ********************** multiple times. During the most recent service appointment on April 23, 2025, at which the vehicle had ****** miles, we inspected the control arms and documented that they were operating as designed. During this inspection, we also noticed an issue with the rear axle, which we are replacing at no charge to the customer. Additionally, the reported issues with the control arms, differential, and oil leak were addressed under the warranty with no additional charges to the customer.
  We would also like to note that our service manager, ********* *******, has been in constant contact with Chyanne on every issue that has arisen, providing ongoing support and guidance through each of the service visits. We have also provided alternate transportation while waiting for parts or repairs.
  We understand that Chyanne is asking for an exchange of the vehicle. Given that the vehicle has been driven ****** miles and she has owned it for over 176 days, an exchange would require bank approval and a selection of a vehicle that better fits her lifestyle needs. We are happy to work with her to explore viable options that align with her preferences, pending approval from the financing institution.
  We recognize the serious nature of the concerns raised and We value our customers and are eager to find a fair resolution. Please feel free to reach out to me at your earliest convenience.
  
  
  ****** J ******** | General Manager
  **** Motor Group
  Direct: **************
  

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  If I could give them negative stars, I would. I dont know where to start. I bought the car on 2/22 and it took nearly two weeks to pick it up. I should have ran when they quoted me the wrong monthly payment by mistake. I then noticed that my 5 year plan for Ceramic Coatings was incorrect and they listed 3 years instead of the 5. The coupler needed to be replaced (this is after ***** and ***** took it for a test drive after we told them the car made a whining sound and they told us they couldnt hear anything but the service department heard it), two headrests were missing. They refused to buy two headrests and chased down the previous owner to get them back which took 4 days. I then pick up the car and it clearly wasnt detailed with sticky residue on the interior light switch and dust in the corners of the dash, there was trash in a small compartment and pet hair on the armrests. There is a rattling noise most likely a ball joint or a sway bar end link so I call the dealership and ***** tells me but it passed inspection. And if I bring it back its not considered a safety issue because it passed inspection. Today the tire pressure light is on and also the first time I drove it at night and theres also a brake light out!!! Ive had the car for 2.5 days at this point. I am beyond concerned with what they deem safe and I have 3 small children. I am bringing it to the service department first thing tomorrow and lets see what nonsense they tell me now. Lastly, there was a special where you receive a $500 gift card and I was told Id get it in the mail in a couple of days. Its been over two weeks since I bought the car and no gift card. Avoid this place unless you want endless headaches and stress.

  Customer Answer

  Date: 03/17/2025

  The issues has been resolved directly with the dealership.  They paid for the suspension repairs and refunded my maintenance fee.

  Business Response

  Date: 03/18/2025

  BBB was informed by the consumer the issue was resolved directly with the dealership

  Customer Answer

  Date: 03/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair 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.

  Purchased a used vehicle on 11/2/24. Time of purchase no check engine light. Was given free coupon to have inspection at their service center. Two days after purchase check engine light came on. Chose to go to my usual inspection station. Failed for emissions and tires. Code P045 EMISSIONS ISSUE. Brought back to dealership. Dealership had car for 10 days. Did give rental for those days (yay) Returned with no check engine light and inspection sticker from the dealership without my consent. Next day light came back on. Report from dealership was they sent it to ***** for diagnostic. ***** said no check engine light bring back when it comes on. Initial inspection at my usual spot reported check engine light was turned off less than 200 miles ago. They are now saying it's not their problem as it passed inspection. Bought car with ****** haven't even gone close to 1000 miles and only had the car a very small portion of the 30 days. They told me take it to ***** but I will have to pay. It's almost$200 just for Diagnostic. I gave them a lot of cash down.

  Business Response

  Date: 12/02/2024

  We are aware of the issue. We will pay to diagnose the vehicle and make a decision on the repair. The vehicle was sold as is but we will not leave the customer with the burden of this repair. If the repair is too extensive we will arrange to purchase the vehicle back.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair 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.

  We purchased a 2018 Chevy Suburban in March. Within a few weeks I heard a ticking noise that sounded like it was coming from the engine and then the change engine oil light came on. My husband called to get the oil changed and to have them check the noise. They changed the oil, but wouldn't do a diagnostic unless we paid for it. They then told us that the front tires were bald and needed to be replaced also which they would not pay for even though we had not had the car for a month! My husband called the salesperson we bought it from and she was able to get it seen for us. When they looked at it they said it was fine and we just needed to run it with premium gas a few times and the tick would go away. The noise never resolved and my husband being a mechanic checked it. He found a missing bolt in the manifold that is causing the noise and it needs to be replaced. We had to have the oil changed again today and they told us that the shocks are leaking and need to be replaced and it's going to be about $950! We have barely owned the car for 4 months and already need all of this work done! We should not have to pay for this! They need to make things right!

  Business Response

  Date: 08/29/2024

  The vehicle was sold on March 5, 2024 with 110609 miles which comes with a 30 day or 1000 mile warranty for safety related items. The customer did not purchase an extended warranty. 
  Our records show the next time customer is seen is at Harr Toyota on May 29th, at 119156 miles, way past the used car warranty coverage (mileage and time). Customer was in for an oil change and ticking noise complaint.
  Customer brought the vehicle to CJDR Service on 06/12/2024 119470 miles. Our manager and technician looked at the vehicle and didn't see a mechanical issue but did notice normal engine ticking that is inherent with higher mileage vehicles, they recommend fuel cleaners to free up carbon build up on valves. there was no charge to customer. The Last visit and most recent was on 08/16/2024 was for pre-paid maintenance, the vehicle now had 126000 miles. Our advisor made normal recommendations of work needed to the vehicle based on the MPI, the shocks have seepage and will need to replaced at some point to keep the vehicle operating as designed. Vehicles with this type of miles are going to need ongoing maintenance. When a customer brings in there vehicles for an oil change it is our normal routine to preform a multi point inspection to keep customers informed. Harr is not responsible to maintain customers vehicles at no charge. When customers purchase preowned vehicles it is not unusual that they will need continuing maintenance and repairs. 

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Jeep extended warranty service fail. Brought my car in for extended warranty diagnostics and now cant get my car back or a rental. Being told part could take up to 2 months to get and if I take my car off the lot, it could result in an accident or further damage, which at that point they would decline to fix the issue. I am left with the expense of a rental or using other family vehicles which in turn leaves others in a tough spot. I do believe more could be offered by the dealership or ownership group, but instead they are all hands are tied. I feel this is poor business practice. That part should have been on their shelf in preparation of other Jeep owners having this extended warranty issue. If it is a manufacturer issue, then they should be reported as well, as they did not take the appropriate action to provide a resolution for a problem they are aware could happen with Jeep models.

  Business Response

  Date: 08/16/2024

  This issue has been resolved. The vehicle is being worked on and should be returned to the customer early next week. 

  Customer Answer

  Date: 08/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair 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 had purchased a 13' ***** Spark at the beginning of May of 24' from Harr Toyota Express. I don't know the exact day because they've refused to give me any paperwork from my purchase. Within a few days I noticed some things wrong with the car that were not disclosed to me during the purchase. I notified my sales rep ******* about the issues with the vehicle via text and email with no response for almost 2 weeks. He then texted me back and said " go ahead bring the car in the main shop but I'm telling you now you're responsible to pay the diagnostic testing upfront. I told him I would not be paying for the repairs as they sold me a bad car. I stated the brakes and rotors are extremely bad, the back passenger door doesn't open from inside, the catalic converter is clogged, the spark plugs are burnt, the oil is bad, and the key they gave me wasn't the original key or even a duplicate as it sets the alarm off anytime i lock my car because i only have key access. I was told I receive lifetime carwashes for free for as long as I own the vehicle & haven't received that either. At first ******* was great to work with but once the deal was signed he became very rude and arrogant as if I was a bother because I expect a decent reliable car I just bought on finance. I would like these issues resolved or the money I need to have these issues fixed and fixed correctly. I'm not the first person they've done this too however, someone needs to be their last.

  Business Response

  Date: 06/11/2024

  The customer has a 30 day limited warranty. They can call service anytime to make an appointment to get the vehicle looked at. Any verified issues covered under warranty will be repaired at no charge. Any issues not covered will be the customers responsibility if they choose to have repaired. The inspection of the items will be done at no charge.   

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair 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 Feb. 2024, My husband purchased the attached vehicle (details and *** *****************). Less than a month later, I heard a funny noise with some sort of hesitation. I pointed it out to my husband, who had not noticed (he always drives with loud music or a podcast). Eventually, there was a day about a month and days after purchasing the car when we both were in the vehicle, and he noticed the car jerking. I immediately told him that he needed to contact **** because he had just purchased the vehicle, and there should not be such an issue. When he contacted service, ********************************* pointed out to him that the previous owner had mentioned a similar issue with the vehicle but that it was cleared by **** in *********** (****************************************************************************). My husband then contacted the **** location, who searched by the *** and confirmed on three separate occasions that they did not have any record of the vehicle in question ever being there but did notice that it was at McGoverns in **********, ** both locations are own by *****************************, so naturally my husband assumed the service person at **** made an error on the location. i asked my husband to contact **** again and asked the service to send him details of what was going on with the vehicle. Still, he also wanted to bring it to them for them to look at the vehicle, to which I responded - I can tell you right now they are going to lie and say nothing is wrong with the vehicle as I myself had the same issue with my RX years prior. In the middle of attempting to schedule another service visit, I said to ask them for the record of service on the vehicle, and there it was in Dec. of 2023 a ****** TECH pointed out the issue the car still has today, and there was no record before or after of the car being taken into ****, or even cleared by any technician. We explained to them what our mechanic said, and we received an apology from the Director of Service ****************, SAID CAR or cancel the sale.

  Business Response

  Date: 04/23/2024

  This issue has been resolved. The customer brought the vehicle to a **** dealership which diagnosed the issue and **** paid the invoice. 

• Initial Complaint

  Date:12/20/2023

  Type:Product 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 purchased a used GMC Colorado R/T4 . On July 4 2023 . When you purchase a vehicle from this dealership they give you free car washes 12 per year for as long as you own the vehicle. I went into the car wash yesterday and notice scratches on the circumference and along the tail gate in a horizontal line the whole length. I spoke to the Service manager Matt B******, he told me the the car wash did not cause the the damage to my truck because he said it was touch less. Not true. They use brushes and they roll and press on the surface of my vehicle scratching it. He then went a flashed a picture from his phone saying what they're not responsible for. Real idiot. Scratches included because he said it was touchless. I want Harr to cover the cost of surface repair damages to be determined. I will get inspected today. Also, 2nd. I want a refund for the ******** Vehicle Service Contract. I don't need. The truck is covered 100% bumper to bumper till 3 years or 36000 miles. This contract cost $ $2747.00 Minus the 6 months I have used. 3rd . Toyota Auto Care Pre paid maintenance contract. Don't want. Refund amount is $ 540. Those are the 3 items of concern. I will have truck independently inspected and fax that estimate to you. Along with the All State Contract and the Toyota Maintenance Plan documents for refunds.

  Business Response

  Date: 12/20/2023

  The consumer can stop in anytime and speak to a manager about canceling his warranty and PPM. The car wash has signs before entering that we are not responsible for any damages. We cannot verify what the vehicle looked like prior to entering to determine if damage was present prior to entering. We can offer to buff the vehicle which should remove any light scratches. 

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair 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 purchased a vehicle from **** in August 2023. During the lemon law grace period my car required almost $4000 in repairs. Harr covered the cost. One of the issues was a leak in my coolant. My car has been back two more times for leaks in the coolant, fan and hose. Neither the warranty issued by Harr, the Factory warranty or the extended warranty covered these repairs. Now the same hoses previously replaced are leaking and the vehicle is scheduled for service 12/12/23. I was told that people do not trade in vehicles because they run perfectly however the damage already replaced whether covered by warranty or paid out of pocket is close to half the value of the vehicle's price. Had this been a reportable accident my insurance would total the vehicle.

  Customer Answer

  Date: 12/11/2023

  BBB spoke directly with the consumer and she clarified that her desired resolution is a replacement of the coolant system and for the business to confirm that no damage has been caused to the engine due to all of the previous coolant system issues.

  Business Response

  Date: 12/26/2023

  This customer issue has been resolved. They dealt with my service director and left happy. 

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair 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 brought my car in for a gas tank replacement which was a recall item. After the fix I drove off with a broken radio that had a blank screen and I have a navigator. A week after I got home there as a message on the screen that read something like, return car from service mode. I believe they never shut it off and therefore it caused a problem with the radio and I don't know what else. They said they would order me a new radio but never did and that was two years ago. I have been in contact with them several times with the promise of a new radio but still no radio.

  Business Response

  Date: 11/28/2023

  Good Morning,

  
  ************************* was in for a fuel tank related campaign in October of 2021. She returned a few days later stating her radio was rebooting/malfunctioning. We followed protocol of first attempting to hard reset radio and also check for updates. We did so and that did not fix the issue. A radio was then ordered for the customer. Radio was received, customer contacted to come in for replacement, We have not seen the customer return since then until now 10/25/2023. We do not have any further details of communication between her and Harr after radio had arrived since it's 2 years ago.

  This time, ******* brought up her concern about not being contacted about her radio replacement and if the parts had arrived. We restarted the request for parts but before doing so, were required to confirm malfunction of radio and found out she does not have an issue anymore, Radio is working as designed. At some point between October of 2021 and now, the radio has reset itself and possibly has had a over the air update that doesn't require replacement or repair anymore. Even then, we still attempted to request for a replacement for her satisfaction. Unfortunately, Toyota does not provide replacement of new radio anymore or an exchange with a remanufactured radio and instead, only offers for radio to be removed, and sent out for repair. 

  We feel that this is unnecessary to do so at this time as there is no malfunction with radio and is working as designed. Vehicles was worked on by a qualified Master Toyota Technician. Customer is welcome to get a second opinion from any other Toyota Dealer or welcome to contact Toyota Customer Care at ************ for her concern to be further investigated. We cannot fix what is not broken.

  Customer or anyone from your organization are welcome to contact me directly at ************ for further details.

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

  Service Director - **** Motor Group