ComplaintsforJeff Wyler Florence, Inc.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ******** ****** and I am filing a consumer complaint regarding my vehicle not being fixed by Jeff Wyler when it is still under warranty and less than 100k mileage on it. My car has been at the dealership for about 5 months in which they refuse to fix it. About 5 months ago my car ran hot on and I was escorted off the highway by a police officer who confirmed that my car was running hot and pushed my vehicle around corner off the highway. The next morning ********* has my car towed to one of their locations 10 miles away. The next day Richard C*** towed my vehicle to the Kia dealership off Dixie highway. My car was there for about a month in half and when I reached out someone told me he believed my car jumped timing. I decided to contact another dealership and Theresa scheduled me an appointment on 7/16/2024 to have my car fixed under recall. Two days before my appointment state farm towed my car to Jeff Wyler on 1117 State route 32 in Batavia. After they did diagnostics they said my car had water mixed in with the oil. This says that something was obviously wrong with the motor for water to get in the engine from the radiator. They said I would have to pay 8k to have my car fix. However my car is less than 10 years old and still has a 100,000 mile warranty. I am still paying on my car and I have already paid 16,000 and still paying insurance and tax fees. I don't think this is fair and would like a resolution to this problem. I would like Jeff Wyler to fix my vehicle as it has been sitting for last 5 months at their location

  Business response

  11/05/2024

  Upon inspection, we confirmed that the engine had been filled with water, resulting in mechanical failure. The absence of proper internal lubrication, caused by insufficient or improper motor oil levels, will inevitably lead to premature wear and failure of critical engine components.
  It is important to note that Kia Motors, not the dealership, is responsible for the warranty coverage on the engine. The client directly contacted Kia Consumer Affairs regarding this matter; however, due to the significant volume of water present in the engine, they declined to provide repair assistance.
  While an extended coverage plan beyond the standard manufacturer’s warranty was purchased, it is important to clarify that the additional coverage does not cover this engine-related issues.

   

  Jeff Wyler is not liable for the cost of repairs on a vehicle for which the manufacturer has declined coverage. Additionally, the dealership is not responsible for the current issues that have arisen with the vehicle. The decision not to provide repair coverage is entirely at the discretion of the manufacturer, and as such, the dealership does not have the authority to override or alter this decision.

  If you have any further questions please feel free to reach out to me directly at ###-###-####.

  Alison W*******

  Fixed Operations Director

  Jeff Wyler Eastgate

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/11/24 dropped crv off to have Honda software update completed as described in Honda certified warranty bulletin. They find a bunch of stuff wrong with, of course. We decline those services. Software update not completed. They charged 200 for the diagnosis. I asked for the software update. Dean stated there was no update. We showed bulletin. He could not help. Asked to speak to manager. "All are in meetings." "We will wait." He states it could be awhile. We sat to the side. He returns with paperwork. We ask to speak to manager. Dean states not available. We ask to make an appointment to speak to manager. Dean gets rude. Mouths off. Wife pays Dean. I ask someone else to get manager. We speak to manager within minutes. Dean mouths off more. Manager yells at Dean to leave. Dean mouths off and leaves. Speak to manager and tech. After discussion they offer to provide software upgrade but we would need leave vehicle longer. We decided to not leave vehicle given the ugly circumstances regarding Dean. Could not trust our vehicle would be safe with Dean.

  Business response

  07/15/2024

  The customer requested refund when the service manager spoke to them in person.  The customer was advised and shown that they signed and approved the initial diag. fee. And we would not refund them the diag fee. The 21 year Honda Certified Master mechanic diag. their vehicle and recommended the repairs needed. Customer declined recommended repairs and also declined to leave the vehicle any additional time to search for any other related software updates. The vehicle is a salvage title and this was the first time the customer visited this dealership.  The dealership will not refund the customer . The customer was also combative with the service advisor asking him if "he wanted to go outside" to handle their dispute. The dealership's service department refuses to do any additional business with these customers in the future. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon. My name is **** and I am writing you to bring light to some false advertising and false information we were provided during the purchase of a car from Jeff Wyler Honda in Florence, Ky. I am active duty **** and traveled to Kentucky over the 4th of July weekend to purchase a car for my 17 year old son. I bought a **** ***** ****** **, signed the paperwork and returned to duty in *********** **. The car was in the garage for service and we were told it would be ready Wednesday July 10th. My son and former spouse picked up the car yesterday and found the custom wheels and new ******* tires were replaced with 11 year old rims, missing centerpieces and cracked, dry-rotted tires that were more than 6 years old. The salesperson told my son they were new tires and that the rims were stock original and better than the custom aftermarket ones. He drove it home on unsafe tires that would not have passed a safety inspection. I asked his mom to send me a picture of the tires and I instructed him not to drive the car anymore after seeing the cracks and fissures near the rims. We contacted the dealer and they denied selling us the car with the custom rims and tires. We asked what they would do to make it right and they said they would come and get the car later next week and give us our money back. The least we asked was for them to replace the tires with similar tires (tread wear and age) as the ones advertised online and what we saw when I purchased it. They said no and the general manager told us it was a bad sale and they had contacted corporate wiping their hands of us. We were told he didn’t care about making it right with us. None of this sits well with me and I’m upset that a company can treat customers this way, put people in an unsafe situation and act with arrogant impunity. Thank you for reading my complaint and please let me know if you have any questions Respectfully, **** *** ###-###-####

  Business response

  07/15/2024

  We apologize for the confusion.  The pictures are put on the website as soon as we take vehicles in trade.  It is very rare that the customer chooses to keep the aftermarket wheels from their trade.  We put the original wheels back on and the technician wasn't concerned with any dry rotting on the other tires.  It seemed like the best thing to do for both parties was to cancel the sale since the customer wasn't happy with the vehicle the way it was delivered to them.  

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ***
  

  Customer response

  07/15/2024

  Lance at Jeff Wyler Honda in Florence informed us that the stock wheels and tires had not been inspected.  In fact, we were told they were brand new.  There was no confusion on our part.  The salesman sold us on the vehicle and the fact that the rims/wheels and ******* tires rode very well for aftermarket and that if we wanted to replace the rims and go back to stock wheels, we could easily purchase them at an auto salvage later.  At no point were we informed that there would be a switch or that we were getting anything other than what we looked at, discussed or read in the description along with the photo.  
  

  We have our money back now but we have spent a lot of time and resources dealing with this issue.  I just want an apology and for them to recognize what was done and prevent it from happening to other customers. 

  Business response

  07/16/2024

  We do sincerely apologize for the confusion on the wheels and us not making you aware earlier that they were to be swapped out from the customer who traded the car in to us.  I will be mailing your son a $100 gas card for his troubles and our mistake.  

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The worst service experience with an auto dealer I've ever had. Saturday 6/15/24. My son came up from ********** and his car needed AC work. Wyler is open Saturdays and the work had to be done in a day so I scheduled an appointment. Manny was the service lead. Agreed to some additional work to help simplify for my son - $1k in total estimate. Dropped the car off 8am. Promised back by 3pm. Get the service video, am told that the car needs an extra $2k in repairs (SURPRISE!!!!) and am encouraged to leave the car at Wyler for 3-4 MORE DAYS so that work can be done. I don't consent as that work isn't urgent and I'm certain I can get a lower quote/higher quality work elsewhere. Ask Manny to complete agreed upon work, which he assures me will be completed by 3pm. At 2:15pm I get a call from Manny informing me that the car is not drivable and the work can't be completed - with the question "what do you want to do?" BUT - since Wyler is so bent on service and customer experience, Manny says they can rent me a car for $40/day with a 50 mile per day max limit - every mile driven over 50 miles is $5. Super experience. "Do you want the rental?' asks Manny - clearly intent on making a little more $ and totally unaccountable for the disruption he's caused to people's lives. BUT WAIT - then Manny calls back and says that a rental isn't available, SO: - NO CAR AS PROMISED ON SATURDAY - CAR MAY BE READY TO PICK UP TUESDAY - REPAIRS WILL COST 40% MORE THAN ORIGINALLY ESTIMATED - WE NEED TO FIGURE OUT HOW MY SON GETS BACK TO **********, GETS TO/FROM WORK, AND HOW WE GET HIS CAR, WHICH HE WAS PLANNING TO DRIVE HOME ON SUNDAY - BACK TO HIM. And it really doesn't feel like Manny gives a flip about how his lack of competence, lack of attention to detail, and lack of focus on customer experience impacts me and my family because Jeff Wyler is getting more $$$ as a result of his professional shortcomings.

  Business response

  06/26/2024

  The issue that kept the vehicle from being completed that day was that the line going to the condenser was corroded.  We didn't realize that until we removed the condenser.  That is why we needed to keep the car until we could get that part in.  We apologize for Manny not realizing a rental car wasn't available.  Dylan, my service manager, has reached out to *** ******** twice now to try and resolve this.  If he would rather have the work completed somewhere else he is welcome to do so.  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had oil change and tire rotation done on 4-9-2024 and asked if the tires were rotated and they said yes. Got home and looked, they weren’t rotated since one rim has a small curb rash and was in the same position as before I dropped off for service. I talked to the service manager and she stated they were rotated and before that the service advisor says if the tread wear is equal on tires they don’t rotate the tires. Seems we have different standards depending on who I talked to on 4/11/2024. They offered to rotate the tires if I would bring the car back, but that is another inconvenience to me and my time, when it should have been done correctly the first time. They acted like it wasn’t any advantage for them to not do it, but I see it as a labor savings to them since it does require time for this task!

  Business response

  04/17/2024

  Apologize for the inconvenience - Please accept a complimentary oil service and tire rotaion - and a Mike's Car Wash voucher. 

   

  Customer response

  04/17/2024

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

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/17/23 paid $15000 Bought a **** ***** *** with 59k miles. Didn’t come with a warranty, it was too old. I didn’t have any money to buy an extended warranty that was included with my purchase. They removed it and the extras to get me at $15k. My traction control light keeps coming on randomly and the shake is terrible when driving. I took it in at least three times. Two different people said it was normal. They told me to bring it in when the TCS light comes on but that never happened. It did happen one night after they looked at it. I took it to autozone to see the codes. I emailed the codes to them and took it to a rep, Zell, and he checked the codes. He said they couldn’t comment on the codes. Now. Six month later I have to pay $3000 for a new transfer case. I do have emails I sent to my sales guy. I will have to print them out and scan them to a file.

  Business response

  05/01/2024

  the vehicle was in our service dept 11/21/23 AT 61487 MILES 
  
  with the complaint of "random traction light will come on at times"
  the tech's notes were at time of diag no light was on and scanned system for codes and none found 
  it also appears that this customer was never charged anything for diag. the vehicle has not been to us since that visit in Nov. 2023  

  Customer response

  05/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Zeke  was given the codes that came on while I was driving my *** and also scanned the car and found codes.  He said he couldn't address those codes.  He didn't want to fix them - hoping I would go away.  I haven't been back because the service manager told me there was nothing else that could be done.

  My rim that was bent - IS STILL BENT.  The brake shake, the visor and the ride.  STILL DEALING WITH THE TERRIBLE RIDE.  I asked the last time if the rim could be replaced,  they were going to look in to it and let me know.  I am still waiting for that response.
  

  Regards,
  
  ******* *****
  

  Business response

  05/01/2024

  Customer purchased used vehicle in late October or   early November 2023 - customer returned to dealer with concern of vibration when braking and driving - 

  Dealer resurfaced all four rotors (no charge) also set appointment for customer to have wheels repaired by wheel repair company. Wheels were repaired at no charge to customer on visit 11/6/23

  Customer returned 11/21/23 states vibration at 75-80 MPH- and TCS light comes on and some squeeking noise in brake pedal. During that visit tech test drove vehicle apprx. 15 miles and no vibration was duplicated also tech scanned and found no stored DTC's in regards to TCS light on and tech also removed brake pads to check for any type of abnormal wear in regards to squeek noise. Pads looked good and tech was unable to reproduce noise - during this visit there was no charge to the customer - Customer was not charged. 

  The sunvisor was replaced durning a visit in Oct 2023 - also no charge to customer 

  The dealer has no further record in the service dept of any additional visits from the customer - the most recent service was 11/21/23 at 61487 miles - During these visits the customer was not charge for any type of diag and other services / repairs that were provided on her used car purchase. 

   

   

   

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My check engine light on my car was on, I went to a service station that installed a purge valve but this did not correct the problem. I was told I needed to get a smoke test done to find an emissions leak. I called Kia Service Dealership and asked for a quote on getting a smoke test and correct diagnosis for my check engine light. I said I had a lot of money in the problem and didn’t want to spend a lot (car was running fine and only worth $750) ****** at Kia left me the following voicemail: "the diagnostic fee of $179 will locate the concern for us whether we have to smoke it or not, so just the $179 and then we'll get it handled on the day of your appointment." I brought my car in for an 8 am appointment, stating I needed to get back to work as soon as possible. By 11 am, I finally had to go to the desk to find out the status. I complained that I needed to get to work. ****** told me they had spent 3 hrs and had done a smoke test but could not diagnose the problem of the check engine light. He sent me home with promise to call by 2. At 3:45 pm I finally called him and was told they wanted additional money and time for the car, which I refused, I did not agree to pay more than this and was told that $179 would be the full diagnostic fee. (i do have the voicemail). I paid the diagnostic fee under duress because I had no choice but to do so to get my car. I did note on the signed invoice that Kia kept that the problem was not diagnosed. I am also trying to dispute charges with card co. I am asking that Kia either take the car back when I am off work (at 3 pm) and finish the diagnostics at no additional charge, or that I am refunded the diagnostic fee since the problem was not located. ****** did not tell me when I left Kia at 11:30 that there would be an additional fee or that I would need to take yet another day off of work. Had he given me that information I would have just taken my car back immediately and gone into work instead of losing 5 more hrs.

  Business response

  03/07/2024

  Ms. ******* we are truly sorry to hear that your experience when bringing your vehcile in for service did not meet your expectations. We would like to extend the offer to continue to diagnose the check engine light concern at no additional cost to you. We are happy to have the vehicle brought in at 3pm, however based on the extensive diagnostic needed we will likely need to keep the vehicle overnight and into the next day. Please feel free to reach out to the Service Coach Dustin M**** to get this scheduled.

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

  Fixed Operations Coach

  Customer response

  03/15/2024

  After communicating with Wyler Kia, it was determined that they were not able to complete work during a time I was available outside of my work day (so as to not lose more wages), said they would instead refund, the amount is in dispute with my credit card, once the dispute is closed and they agree to the refund I will be satisfied. I appreciate the help from BBB. They were unwilling to work with me until this agency stepped in. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have problems with my ******** ********** that have not been solved at my last visit: As nobody and nothing are on the rear seat, the dashboard flashes “Check the rear seat”. Going downhill, I try to downgrade without touching the accelerator and the car accelerates. Sometimes the car accelerates or brakes for no reason (I am not using the cruise control). Is there something with the throttle? Collision Mitigation System page 444 of the manual says” have your vehicle checked by a dealer if you find any unusual behavior of the system” P444. The system activates sporadically when I am on a road with oncoming vehicles. Brakes start flashing like crazy! I would rather have the system activated regularly when I get too close to the car in front of me. As I was complaining on the last visit, I was told that I did not know how a modern car operates. I have the occasion to drive a recent ****** and did not experience this kind of reaction. The comment was inappropriate and discriminatory as the employee was asking me to repeat several times what I was saying, especially since I had written down in English what I wanted to be checked, I ended up asking my friend born in **** and not speaking any other language: “could you explain in English”. When I took the car back, the employee told me he had changed the collision distance between the vehicles but when I checked, it was just as I had set it up. I need a car that works without any scary pop ups. Safety was my concern when I bought that car, and I would like it to work correctly. I have enough of having to suppress the auto-idle stop to avoid a weak battery as the seat position would not stays on and, as the outside temperature was above 41 degrees and below 104, I got the message 12-volt battery charging, battery charge low. I would like a car with less than 8,000 miles that works without inappropriate pop ups since I do not feel safe in that car right now.

  Business response

  03/26/2024

   

  We are more than happy to look at the ******** again.  I checked with everyone in service and our BDC and no one has heard from **** ****** since November.     

  Matt B****, GM for the Florence Honda store.

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

   

  I was late to complain because I had surgery on December 12 and quite a few complications afterwards.  It is not over yet and right now I am with my husband who is in a ****** institution. Coming back on Monday and I will call to make an appointment.  I need a car I can trust to visit my daughter in ************. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my ***** ******** in for an oil change. I regularly change the oil every 3k miles and usually went elsewhere for oil changes. The vehicle had 68,972 miles at the time of the oil change. While driving the vehicle started to surge/slipping while shifting from gear (second to third). Prior to the service, there were no issues with the vehicle. Contacted Advisor and informed him of the situation. He instructed me to continue to drive the vehicle until the check engine light came on for diagnostic. Drove for weeks until the check engine light came on. Returned the vehicle for the diagnostic test at which time the purge valve was replaced. I picked up the vehicle and within a day, the vehicle resumed the slipping/surging. I made calls to Manager. I was told that the vehicle was short 2 quarts of transmission fluid. 2 quarters were added (no charge) then he test drove the vehicle, it was no longer slipping. I asked where the transmission fluid went-he said "don't know" maybe it evaporated. There were no leaks and the transmission is a sealed unit. 2 quarts of fluid added. I immediately took the vehicle to another repair shop which immediately diagnosed the issue as being the Torque Converter (driving the vehicle 2 quarts low of transmission fluid). Mechanic advised that the check engine light would not have come on with a transmission issue. Also, transmission fluid does not "evaporate" nor were there any leaks in the transmission. Called multiple times for GM & sent multiple emails as well to further discuss the matter. I received a return call from a manager (not General Manager) saying the issue should have been resolved immediately after the oil change rather than being told to continue to drive until the check engine light came on or with multiple return visits with no diagnosis or issue resolved. Returned-offer to repair the transmission for 10K, 9k,8k,7k . I requested to speak with the General Manager, he refused and stated "The Buck Stops Here".

  Business response

  10/27/2023

  Customer brought **** ***** ******** with 70,009 miles on 1/31/2023 for a check engine light and intermittent drivability concern (lunging/surging) After performing diagnostic, tech found a p0496 code present. Followed diagnostic chart and found purge valve faulty and flowing at all times while vehicle was running, causing check engine light and customers described vehicle symptoms. Customer approved replacement of purge valve. Test drove and cleared codes. Passed inspection. 

  
  Weeks later, customer called and stated they were having the same issues with vehicle. Customer stated they went to outside non-GM facility where they stated that the transmission fluid was 2 quarts low. 
  Customer returned again on 2/20/23 with 71,425 miles to verify customers concern for customer satisfaction and customer retention. Customer stated that during 1-2 shift & 2-3 shift, vehicle seems to hesitate and lose power. Test drove and performed diagnostic where we found fault at the transmission. Provided options to customer to move forward with repair (Internal repair of transmission or replacement). Waived diagnostic fees and customer chose not to proceed with those repairs and was adamant that the process of replacing the purge valve was the reasoning for the vehicle to have a transmission concern and or 2 quarts low on fluid.  Although the check engine light did not return from the original visit. After several conversations with customer, offered cost assistance to customer to help proceed, Customer chose not to move forward with repairs and did not return phone calls after several attempts to bring the vehicle back to service.

  Customer response

  10/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  They are lying to cover this up! The Manager informed me that they should have addressed issues immediately. I wrote a review on ****** at which time the GM responded and asked that I make contact with him. I called him immediately and left a vm-he never responded so I contacted the BBB for further assistance.
  
  Regards,
  
  ******* ****
  

  Customer response

  11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I have attached receipts which show the mileage at the time the vehicle was taken in for service as the employee presents as though the vehicle was initially taken in on a much later date with higher mileage. 
  
  
  The vehicle was initially taken in on 1/12/23 for an oil change. The mileage was 68,972 (see attached invoice). There were no issues with the vehicle. A few days after the oil change it began to surge. I called the business and at that time I was told to continue to drive the vehicle until the check engine light came on. The check engine light eventually came on and the vehicle was returned on 1/31/23 at which time a diagnostic was completed and the purge valve was replaced. The vehicle was test driven and was told that it was no longer slipping. Within a day the vehicle resumed slipping. I made several calls to a Manager & requested a meeting with the GM but was told "the buck stops here". Manager had me return the vehicle at which time I was told that the vehicle was 2 quarts low on transmission and it may have evaporated. The transmission is a sealed unit & there were no leaks. Manager admitted that the issue with the vehicle should have been addressed immediately after the oil change. Manager stated that they did not have to top off fluids during an oil change then proceeded to offer assistance with repair (10K transmission).
  
  *Issue-I was repeatedly told to continue to drive the vehicle until the check engine light came on. With the transmission-the check engine light would have not come on. The Service Advisor Scott P**** did not address the issue of slippage when it was immediately reported the day after the oil change. The Service Advisor instructed me to continue to drive the vehicle which ultimately damaged the transmission.  Manager admitted that he was not happy with the way the situation was handled. Staff should have immediately requested the vehicle be returned rather than "continue to drive until light comes on".  Poor customer service from the bottom to the top -called GM Jason R******-still no reply. I think they should absorb some of the costs for the transmission.  

  
  Regards,
  
  ******* ****
  

  Business response

  11/09/2023

  Our position has not changed, and we will not be participating in the repairs. We offered assistance multiple times to complete them here, and our services were declined.

  Customer response

  11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The Manager (A.K.A the buck stops here) Steffan ******* did offer to repair the vehicle initially for 10K. I obtained 3 other estimates at other repair shops and the price was grossly overstated. The lowest price offered by ******* was 7K, in which I would cover out of pocket.  You were never really offering any resolution by further lining your pockets. At the end of the day, I would have had to pay fully for an issue your organization caused. 

  I will follow up with a complaint to the Attorney Generals Office. My hope is to leave a paper trail and to prevent other customers from a potential financial hardship caused by your business.  Also, I suggest you work on customer service starting from the top down. GM Jason R****** as a response to my ****** Review, suggested I call him to further discuss the issue. I immediately called him and left a VM-he did not return my call from weeks ago. Lastly, Steffan ******* very unprofessional and disrespectful as well.

  
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a **** ********* ******** minivan from this dealership in Feb 2023 with roughly 64k miles on it. On Friday, July 21st I was driving down the highway with my children in the car when the front driver side brake caliper fell off of the car and into my wheel well destroying the wheel and braking system. A service advisor from Jeff Wyler Florence instructed me to have the van towed to Jeff Wyler Ft. Thomas to be looked at. When it got there the service advisor let me know the bolts were not installed correctly which caused the brakes to fall off. Not only that. The passenger side was in the same condition with missing and loose bolts getting ready to come off at any point. I am very lucky I was not killed that day due to the brakes falling off of my car because they did not install them right. I have not had any mechanical work done to that van since pulling out of their lot in February in what I was told was "perfect" condition, besides an oil change. After attempting to call their dealership multiple times with no success I finally get a hold of an internal service advisor who told me they decided they were not going to "partake" in the situation because it would've happened sooner if it were their fault. Which the mechanic at the Ft. Thomas location stated that's simply untrue. I have been driving with loose bolts that has been making their way out for the last 6 months and then finally came all the way out. I asked them to pay for the vehicle to be fixed which they refused to do. I had to pay $1500 out of pocket for their mistake. I am asking to be reimbursed for this and they are refusing to answer my phone calls, voice mails, emails, etc.

  Business response

  08/08/2023

  We are sorry for this situation.  The vehicle was serviced at ********* since they purchase it from us which shows on the ******.  The technicians here that we spoke with all agreed that it wouldn't have taken 5 months and 9,000 miles for an issue to arise with the caliber bolts.  The interesting part to us was that **** ******* husband spoke to one of our sales managers and stated the he did a full vehicle inspection before they went on a recent trip and that he checked the brakes.  He said the vehicle was fine.  At some point the vehicle has to be the customers responsibility and not the dealers.  

  Customer response

  08/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
    Can you provide the *** *** report stating where ********* serviced the breaks during a routine OIL CHANGE? You cannot, because the breaks were not touched. My husband did not fully inspect the breaks nor did he say to you they were "fine", he checked things like fluid, tire pressure, etc. and how would your technicians have any input in a vehicle that your dealership did not assess? A service advisor from the FLORENCE HONDA dealership instructed me to tow it to the Ft. Thomas location, where their technicians actually had the vehicle in front of them and all of them agreed it is 100% a mistake made by the service department at Florence. The bolts were not put in correctly, the vehicle had been driven the last 6 months with loose bolts that eventually wiggled their way out of the caliper causing it to fall off. As noted in the receipt I attached, BOTH sides were in the same condition. That does not happen by chance. The last place to touch the brakes on that car was the service department at Jeff Wyler Florence Honda and they made a mistake that could have been fatal. Not only have they provided absolutely horrid customer service throughout this whole ordeal they are now boldface lying. 
  Regards,
  
  ****** *****
  

  Business response

  08/08/2023

  Verified with my sales manager that the husband specifically said he inspected/checked the brakes.  Us lying about that makes zero sense.  Let me know where you would like me to send the $1,500 so neither of us have to spend more time on this matter.  

  Customer response

  08/08/2023

  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. 
  ****** *****

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

  Regards,
  
  ****** *****
  

  Business response

  08/29/2023

  ****** emailed Thursday, 8/24, regarding the payment. Our accounting department just verified that the check will be ******* out today with a delivery for tomorrow.

  We are sorry for the length of time to this has taken and appreciate her patience.

  Thank you,

  Franci K******

  Jeff Wyler Automotive Family

   

*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. ↩