Complaints

This profile includes complaints for Blaise Alexander Family Dealerships's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Blaise Alexander Family Dealerships

  10 Alexander Dr Muncy, PA 17756-8148

  
• 

  Blaise Alexander Family Dealerships

  1324 N Susquehanna Trl Selinsgrove, PA 17870-7768

  
• 

  Blaise Alexander Family Dealerships

  399 Central Rd Bloomsburg, PA 17815-3126

  
• 

  Blaise Alexander Family Dealerships

  650 N Antrim Way Greencastle, PA 17225-9763

  
• 

  Blaise Alexander Family Dealerships

  405 Alexander Dr Muncy, PA 17756-8160

  

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:12/17/2023

  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 hate to even write this. I am so disappointed and disgusted, that I have no other options or place to turn too. I bought my car from Blaise Alexander ***** in 2019, this is the third car from them, a 2016 ***** ***. Yes this was used, in great condition with only 35,995 miles on it. In July 2021, the rear differential went out on it, well when they fixed it, they called me. I asked them "does it need a new transmission?", because I figured if the rear end went out of it, that would/might affect the transmission. They told me NO. Here we are only 2 years later, less than 25,000 miles all the warranties have ended including the extended warranty I purchased. So, to the current problem. My car sounded as if my breaks were caught up or the calibers were bad. So, I took my car back to who did my breaks, they had it the entire day tore it apart twice. When I picked it up, the mechanic even told me that he thought my breaks were hung up, but when they tore it apart they couldn't find anything. The brakes were good, the calibers and the wheel bearings were good. They didn't know what the problem was. I called *****, I told them the problem, that when I drove the it sounds like the breaks are hung up, only grinds when I make a left hand turn and the noise stops when I hit the gas. ***** told me they couldn't get me in until 10/17/23, I had to call and change the date to 10/19/23. Got there, ***** was working and he kept saying CX3, I than realized they were talking to me. I said "yes" he looked at **** and said "it's her breaks" I said "no it isn't". ***** looked at **** again and said "it's her breaks". Well, guess what it wasn't my breaks, it is my transfer case (I have a video from their shop). I called them 5 TIMES in one month to see what was going on with the issue, the 6th time I called talked with ****, that was on 11/18/23 he stated that they were going to order the part. Here we are another month no call. So, it has been 2 months and I know absolutely nothing.

  Business Response

  Date: 01/08/2024

  To Whom It May Concern: I

  
  I spoke with ****. She has taken her car to several other outside service places with several different results. In my phone conversation she expressed that she loved her service advisor ****. She was “disgusted” and “frustrated” with the situation of her car making a noise that is unfamiliar to her. We have an appointment with **** on Tuesday, January 9th at 4pm.We will drive the car with her and let her drive it so we can identify the noise, so we know what we are looking for.  If a noise is detected she will be provided with a ***** loaner car. We will get to the bottom of her noise in her 2016 ***** *** with 89,000 miles on it. **** mentioned that she has been frustrated with the communication. She works in a doctors office and cannot receive calls during business hours. We will work out alternative forms of communication.
  
  Best Regards,
  
  *************************
  GM
  Blaise Alexander ******* *****
  ********** C

  Customer Answer

  Date: 01/19/2024

  To Whom This May Concern:
  I agree to disagree with ******************** at this point, for numerous reasons. 

  i stick with my first statement, I will respond to his.

  My vehicle is NOT taken to several outside service places with several different results.

  As I stated above, I had my brakes replaced by ********** **** *************), when I drove back from the beach the beginning of September I heard a noise as if my breaks were caught up or the calibers were bad. I called ********** **** on SEPTEMBER 19, 2023 they told me to bring my car in (not to worry about an appointment), I dropped my car off on SEPTEMBER 20, 2023. They called me at noon (9/20/23) that I could pict my car up. The mechanic was waiting for me, he even stated that he thought it was the breaks, my car was taken apart, put it back together drove up the mountain and back down. They said it wasn't  the breaks, the bearings are good and it wasn't  the calibers. To call ***** they don't  do mechanically work. 

  I called ***** :

  SPETEMBER 22, 2023 - Left a message, no return call.

  OCTOBER 7, 2023 (9:25am) - Explained my situation, they stated they couldn't get me in until OCTOBER 17, 2023 (attached a screenshot of email)

  I called and changed the appointment to OCTOBER 19, 2023 (attached a screenshot of the email)

  As in my earlier statement that was when the one employee (*****) I had said "*****" in my earlier statement spoke to me as if I didn't know what I was talking about.

  A video was sent both to my phone and email that showed it was the transfer case (screenshot of email and download of video attached).

  Spoke to **** (whom I have high respect for) , he explained all my warranties were expired as of JUNE 20, 2023.  He then stated "He has never seen a transfer case go in a ***** and that the lasttime my care had mechanical work done was 2 years ago, 2021 (July) whole rear differential that there was less than 25,000 miles on it since then". So, I was fine with getting the car fixed, he was going to check on prices and let me know.

  Now, I haven't  heard anything. I thought I better get a second opinion (it doesn't hurt) called ************ GARAGE *************) OCTOBER 23, 2023, didn't  tell them I took it to *****, just the noise I heard, I wanted to hear what they thought...this is only a second opinion. Picked my car up, something it is the transfer case... still waiting to hear from *****.

   

  Now the calling game:

  NOVEMBER  1, 2023 (10:50am)

  NOVEMBER 6, 2023 (9:00am)

  NOVEMBER 6, 2023 (4:45pm)

  So, to all the above calls, no answers to ANY of my questions, don't  know if the part was ordered, don't  know what is even going on.

  NOVEMBER 14, 2023 (4:45pm) Finally speak to ****, he states " I talked to the manufactor and everyone I could, I can still order the part" I told him that is fine. 

  DECEMBER 13, 2023 (10:00am) -Still have no answers.

  On JANUARY 6, **** (12:15) I called- asked for ***************************, at this point I have had enough, the young lady whom answered said " he is on the phone with ******** because we just got a shipment in. Can he call you back". My reply was " why would he know, it has been 3 months". - which is a true statement.

  His next comment in HIS statement said "that I was disgusted and frustrated with the situation of the car making the noise" Absolutely not - I am disgusted and frustrated because YOUR business that you are the ** for did not make one attempt to call me in three months, to let me know what was going on, was the part ordered, was it on back order, stuck on a boat....what? Nope O had to make EVERY phone call (I can give you the phone bills if needed for proof).

  His next statement was TRUE- I was to come over on TUEDAY, JANUARY 9TH 2024, but NOT at 4pm. I told him I would be leaving my job at 4pm.

  His next comment "We will drive the car with her in it and if we detect a noise we will get to the bottom of it' WELL, there is no need, if you did your homework, you would have realized I was at your shop on 10/19/23, your mechanics made a video and sent it to me in two different forms" also there is no need to remind me what I drive, I know that I have a 2016 ***** *** (I have screenshot the miles from 10/15/23 and again on 1/15/24) to show that I really don't drive my car that much mostly to my mothers twice a week. 

  His LAST comment " **** is frustrated with the communication. She works in a doctors office and cannot receive calls during business hours". - This is also a FIB, with today's technology,  you can send text, email (as I received my reminders for my appointments to bring the car over), people call me all day at work. ******************** had absolutely no idea I worked at a doctors office until he mentioned that I bring my car over, I asked what time the service department closes because I work at a doctors office and if I need to leave early I will.

  Then on JANUARY 8th, 2024 I received 2 phone calls before 8am from a number I didn't  recognize, than a text (amazing how technology works). I than called the number back and spoke to ********************, from the phone conversation apparently I got more out of it than he did. 

  I understood he went to a ******** game, he was sick, (that is also when I brought up what I do), told him what medicine to get, I also told him that they are calling it the 100 day cough .....

  All ******************** did to our conversation was listen to answer not listen to understand.

  Well, I changed my appointment due to a snow storm, I than made a new arrangement, drove the one hour one way....to be told ---You don't have an appointment, we can make you one and than you can bring your car back than. Well,needlessto say, I left witha loaner. 

  ***Another reason I do not take my car there anymore to get the oil change or Tires rotated is because it is 2 hours round trip and 3 hours sitting in the lobby. No one in todays time will drive 2 hours round trip to have their oil changed. When I use to live closer, my vehicles went there all the time ***

   

• Initial Complaint

  Date:11/16/2023

  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.

  We bought a 2020 ******** ******** minivan on April 22, 2023 from Blaise Alexander ***** **** *** in State College, PA. The check engine light came on after just the few first weeks after buying it, to which the dealership told us it was due to a faulty motor in one of the side doors (never replaced by them; they ordered the wrong one and then never ordered a new one!) Then, the van shut off on us while driving on interstate ** with our 3 young kids inside (including a 1 week old newborn). We were told by the dealership that the van shuts off when it needs updates. I find that EXTREMELY hard to believe as that would be unbelievably unsafe. Dealership updated the van and gave it back 2 days later. Then, it shut off on us again while driving and the dealership told us that hybrids act funny when they are low on battery. That also seemed like a ridiculous explanation since we will always run out of battery for how far we live from our son's school, grocery stores, etc. The van sat at the dealership because we wanted a loaner until they could find out what was actually wrong with it because we did not feel safe driving it As of a few weeks ago, the dealership told us that it needs a new transmission but that they can no longer allow us to have a loaner vehicle even though they told us it will be AT LEAST 9 MONTHS until the transmission is fixed and obviously we cannot drive the unsafe van. We did ask to trade the van for another vehicle on their lot (same value) or a full refund. They refused both. We ended up accepting a check of $32,500 from them. Losing $13,000 for a vehicle we hardly drove! The manager of the dealership said they were going to make the van "not their problem" and I see they have it FOR SALE. No check engine light or error codes will pop up for people who buy this van and it could very well cause an accident! It has the same VIN #. PLEASE stop this dealership from risking others' lives and taking advantage of young people's money!

  Business Response

  Date: 12/04/2023

  To Whom It May Concern:
  
  ********** and ********************* purchased a 2020 Chrysler Pacifica from Blaise Alexander **** on April 22, 2023, with 25,540  miles. On September 26th the van was brought in for service for faulty sliding doors.  After picking the van up from service it did shut down and left the family stuck.  The van now has 31,537 miles and is back at our facility.  We gave them a brand-new **** ***** ******** to drive while we had the van here. After a long diagnosis, a case was entered into ******** Corporation, which resulted in the need of a new transmission.  The transmission was not available at this time and put on a list of over 200 needed.
  
  We sat down and talked about us trading the van back in.  They informed me we did not have what they wanted and felt better purchasing elsewhere.  With the situation of the van, I told them we would trade it or even purchase it for the amount of $32,500.00.  The original sale price was $40,000.00.  The current offer was over market value, and they decided to sell it to us.  We would now own the van and leave it sit here until a transmission becomes available.  I even let them stay in the **** after we met to discuss a value on the van.  We discussed a time frame, and they informed me they would be doing something in under a week.
  
  We wrote the customer a check for $32,500.00 and all seemed fine at that time.  When we issued a check, the van did get put back into inventory.  The system pulls up a stock photo and puts it back to the original list price of $40,788.00. At this point the van does show online but is not being offered for sale.  The van has never left our service department.  We have since changed the status to service so not to show online.  We would not try and sell a vehicle that needs a transmission or hide anything.  I told the customer this when we bought the van back from them.  This now becomes our issue to get a transmission, and have the van sit here as long as it takes.
  
  The market has changed a lot in the last six months.  I was very fair with the purchase price for the van.  I was very fair with giving a new **** to drive for over a month.  I am not trying to sell a van with an issue.  If anyone has inquired about it, we would have told them that.

  The ******* have also filed the same complaint with the Attorney General's Office.

  Respectfully,

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

  General Manager

• Initial Complaint

  Date:11/06/2023

  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.

  I took my 2015 *********** to this business for repairs because the check engine light was on.The first time they said it was repaired,light came back on the very next morning.I returned vehicle 4 times and every time they they said they found the problem, and check engine light came back on.Every time they charged me for different parts and labor.my vehicle is still not repaired

  Customer Answer

  Date: 12/06/2023

  I had my  2015 ***** ***** in for service. The check engine light stays on .I made appointment at Blaise for service. I had to return it 4 times. Every time they replace new parts. The problem is still not fixed.They charged me 940.00 total . They haven't contacted me about this problem. I just want a refund since it is still not repaired.Check engine light is still an issue. The car is starting to stall at stops. Not running right at all

  Business Response

  Date: 01/15/2024

  To Whom It May Concern: I

  
  ***  **** had his 2015 ***** in our shop for the last week.  We gave him a loaner car while we repaired his vehicle.
  He picked up his vehicle on January 11th and was happy with the repairs.   There was no charge to ************ for the repairs.

  Respectfully,

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

  Customer Answer

  Date: 01/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/31/2023

  Type:Customer Service 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.

  Blaise Alexander of Philipsburg  1/10 I paid for an inspection to be completed, the inspection was completed and a new inspection sticker was issued and placed on my windshield. My problem is they did not clean the windshield prior to placing sticker, so one sticker is peeling off, (black finger smudges were all around the sticker) then the 2nd sticker (emissions possibly?) Was placed blindly and ended up at a 45 angle and higher than the other sticker. I called and spoke to someone about it and they said I'd have to pay for another Inspection if I wanted it fixed, and if I didn't feel they put stickers on straight enough to take my business somewhere else. I'm not a pain in the *** customer but this was unacceptable and shows how much pride goes Into their work. If they don't care enough to have things right that are directly in front of the customers eyes every day they definitely don't put enough pride under the hood! I tried speaking to a manager and after being told to go somewhere else he was rude and hung up on me. I would not recommend blaise Alexander of Philipsburg and will unfortunately go out of my way to not use them moving forward. Hopefully their corporate office sees this and can train their employees better.

  Business Response

  Date: 12/04/2023

  To Whom It May Concern:
  ************* had his vehicle in for inspection and was dissatisfied with how his inspection and emission stickers were crooked on his windshield. The customer also stated that there was oil on his windshield from "dirty fingers" putting the sticker on. Our service manager, *********************, had **************** come back, and we put new stickers on his windshield for him at no cost. After this was done is when **************** left us our review. After receiving the review, I contacted *************** because I was under the impression that he was satisfied. I talked with **************** for an extended period of time and he is now satisfied. He has been a good service customer of ours since he moved to the area. He told me that he had appreciated the call and will continue to do business with Blaise Alexander. I also talked to the technician that initially put the stickers on ******************** truck to ensure that a similar situation doesn't happen again.
  
  Thank you,
  ***********************
  General Manager
  Blaise Alexander Chevrolet of Philipsburg
  W - **************************** ext. *****

• Initial Complaint

  Date:10/11/2023

  Type:Billing 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.

  Since having a problem with my car starting ,I took it to dealers 10-1 . They didn't determined it needed a battery until 10-4 . I got a call, total amt of battery,labor,taxes was 333.00. I said ok for the service. Wed I got a text for 305.00 n also 346.00. Went into office to pay n pick up . Was told they made a mistake n rewrote paperwork. They had forgotten about "work order". Saw 2 papers for me to sign 1 said invoice for 331.77. Another They said was work order paper. I paid 331.77 in cash as was quoted. Refused to pay anymore. I want a receipt for 331.77 for battery n installation and my balance is 0.. Said "work order" was added after the agreement of total amount.

  Business Response

  Date: 11/08/2023

  To Whom It May Concern:
  The customer came in for a no start condition and a concern that the alternator may not be charging. Upon investigation the technician performed diagnostics on the battery, starting and charging systems. His finding was that the battery was shorted and needed to be replaced. The customer was contacted and quoted for a new battery with install by one of our advisors. The work was approved and completed on the vehicle. When the advisor invoiced the paperwork, he made an error in the total charges. When the customer brought it to our attention it was investigated, and the repair order was reopened to adjust to the correct quoted amount. The customer paid the amount of 331.77 with cash. This bill was satisfied in full, and no additional money is owed. I attempted to reach out to the customer to confirm. I left a message offering the information that the bill was completely satisfied and a copy of the invoice could be provided showing that it was paid in full. I have not gotten a response from the customer as of yet.

  Please see the attached copy of the Paid In Full RO.

  Thank you, 

  *****************************
  Service manager
  Blaise Alexander Chevrolet Hyundai of Altoona
  ********************

• Initial Complaint

  Date:09/24/2023

  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.

  We took our **** to Blaise Alexander in Greencastle, PA on 6/6/23 for a PA state inspection. They charged $2672.86 for repairs claiming that a valve cover gasket/intake manifold was needed. When picked up on 6/14/23, it stalled 4 times in a matter of miles. Our **** never once stalled out in our years of owning it. It was running/drivable when dropped off. We argued that their technician returned a faulty vehicle to us and we should not be charged for repair. He refused to repair the stalling at no cost, stating that he was not allowed to do so. We were offered no other option but to have an unusable vehicle or pay for the repair, which we reluctantly agreed to. They charged $1014.33. After this repair the **** stalled out earlier than before at a busy intersection and was now making a knocking noise. While it was clear we paid for unnecessary/incorrect repairs, they still refused to admit fault or refund our money. Their excuse: the **** has issues. That doesn't explain how a vehicle leaves a service technician (whose job it is to correctly diagnose/ perform service) in worse condition than when it arrived. Nor does it justify incorrect/unnecessary charges. They did not call to say, "Sorry. We tried what we diagnosed and thought was the problem, it didn't work." They instead said, "IT'S FIXED, COME PICK IT UP!!" Twice they returned our **** in unsafe condition while claiming it was repaired and test driven! Not only did they charge for THEIR mistakes, they did not fix the problem after taking our money. We agreed to repairs being under the impression they were repairing the problem, not playing a guessing game with our money and an incompetent technician. ********************* only directs us to speak to others even though he is the GENERAL MANAGER. *********************, the Service Manager, is extremely dismissive with a smug attitude while pointing the finger at the customers, when the only thing we did wrong was assume this was a legitimate/trustworthy place to bring your vehicle.

  Business Response

  Date: 11/06/2023

  DATE; 11/02/2023

  Hello *******,

  Attached you will find a check in the amount of $2,289.96, this will constitute final payment and settlement of all claims once you cash this check.  

  Sincerely,

  Blaise Alexander Chevrolet of Greencastle

  Customer Answer

  Date: 11/06/2023

  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. The business issued a partial refund check which is all we had been asking for in the first place. I appreciate the Better Business Bureau's efforts in resolving this.
  
  *************************
  
  

• Initial Complaint

  Date:09/18/2023

  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.

  My husband and I helped our son purchase a **** through the dealership with a limitied warranty. 2 months in the radiator went. Then in 2 more months the Heads went, then the AC compressor and thermostat. I tried to resolve this matter with the dealership by asking to return this vehicle and they were willing to do so however we are paying 33141 for the **** and they wanted to put him in an 18,000 dollar vehicle in a year less than the current one in order to keep the same payments. We have $4, 675 in repairs since he purchase and he only paid $5, 584 into the vehicle which is only a 900 dollar difference. It was back to them this week again for more engine problems.

  Customer Answer

  Date: 10/18/2023

  What further information is needed? Also I have not yet received a resolution.  

  Customer Answer

  Date: 10/26/2023

  This is a copy of the letter that was sent by my attorney which was received on 10/12/23 and signed for by "****". As of today 10/26/23 there has been no response from Blaise Alexander. 

  Business Response

  Date: 11/27/2023

  Good afternoon,
  
  We are in the process of working with the customer to get this resolved.  They have an appointment set for 5:30pm on December 5 to meet with *** at our dealership.
  
  Thank you,
  
  *************************

  Customer Answer

  Date: 11/27/2023

  I will be meeting with them on December 5th to hear what they have to offer. If our needs are not met our attorney is to move forward with original suit. 

  Customer Answer

  Date: 12/06/2023

  I would like to report that I did reach a settlement with Blaise Alexander dealership.  I was very pleased with the manager and the staff. Although it was a very long process the end result was very good and I am very satisfied.

  Customer Answer

  Date: 12/17/2023

  I sent an update on 12/06/23 stating that the issue was resolved and I was very pleased with the staff and the outcome of the problem. 

• Initial Complaint

  Date:08/17/2023

  Type:Delivery 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.

  On 12/16/22, I purchased a 2023 Toyota **** *** from Aubrey Alexander Toyota Selinsgrove, PA. I was told because of the chip shortage I would only get one key at the time of purchase and the 2nd key would probably arrive in April 2023. In April, they said probably June. In June, they said August. Now they are telling me I am in the 2nd phase of distribution and I will receive a letter when they have a key for me. So over 8 months later I have not received my 2nd key for the vehicle (which I have already paid for) but yet they continue to sell new vehicles. This creates a hardship for my husband and my myself as we both drive this vehicle. They should not be selling vehicles if they cant deliver on what was already paid for 8 months ago.

  Business Response

  Date: 08/31/2023

  To Whom it May Concern: 

  We are escalating this situation with Toyota and have requested special authorization to provide you with your second key immediately.  Our service manager, *********************, will be reaching out to ************ to schedule the programming of her second key to her vehicle.

  Sincerely,
  *************************
  Director of Operations

• Initial Complaint

  Date:08/10/2023

  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.

  I purchased a 2019 **** on July 8. Had issues immediately which they did fix after much aggrevation. It did not come with an owners manual. Salesman said he ordered it following day and would mail to me. Still don't have it and he won't respond to text messages. Salesman was *****. Also questioned them on frame rust and they blew us off. Hoping no issues in future with inspections or rust worsening

  Business Response

  Date: 09/06/2023

  To Whom it May  Concern:
  We mailed the owner's manual out to ********************* on August 23, 2023.  We have called several times to follow up but have not heard back from ***************  Waiting for her to acknowledge she received.

  Thank you, 

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

  Customer Answer

  Date: 09/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:07/25/2023

  Type:Sales and Advertising 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.

  I went to the dealership to see about purchasing a new truck. I did not give any authorization for the sales crew to run my credit until I was sure my trade in was at a fair price because I did not want my credit score to go down if the deal fell through. The salesman assured me several times they would not run my credit and I reinforced several times not to do so. The salesman gave the trade-in paperwork to the head salesman, *********************. **** ran my credit score anyway without my knowledge. They then brought my trade-in paperwork to me and I thought the value they placed on my car was very low and very unfair. I said I would not be seeking to buy a new vehicle. We parted ways amicably and I walked to my car. As I was leaving, the salesman I was dealing with and **** came out to my car and caught me before I left. They said they needed me to sign some paperwork before I left . I thought it was odd since there was no deal. On one of the papers was my credit score. At this point I questioned what this paperwork was about and asked if they ran my credit. **** said the paperwork was just something they needed to keep on file for government purposes and in case I changed my mind and came back. He assured me the credit score was just a soft-pull and would not affect my credit score. When I got home, I received several emails from my credit union saying someone had accessed my credit score and that my score had dropped by several points. It was at this point I realized that the paperwork they had me sign as I was leaving was approval to run my credit and they had misled me to cover themselves since they had already done so even though I specified many times not to. I called **** later that evening and only then did he admit they ran my credit. He proceeded to blame it all on the salesman who I am certain told him I didnt want it done until I was ready to buy. Almost seems as if this was a strong arm tactic to get me to buy combined with low trade-in for max *******

  Business Response

  Date: 08/17/2023

  To Whom It May Concern:
  

  I apologize for the error and miscommunication on running your credit.  We have provided additional training to the sales person and managers that we should not collect a credit application until the customer consents to running their credit so that this will not happen in the future.  We have also filed a request to have this credit inquiry removed from your report so that it will not show in the future.  Our credit vendor is ********* and they may reach out to you for confirmation, or if they need us to obtain any additional verification from you, we will reach out directly to you.
  
  If you need any additional assistance, please reach out to me by email – *********@blaisealexander.com or phone ************.
  
  Sincerely,
  *************************
  Director of Operations

  Customer Answer

  Date: 08/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******************************