ComplaintsforLoyalty West End Service Center

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/24/2024 @2:45pm I had an appointment with the"Loyalty ******" in *******, VA's Service Department for a complimentary oil change (which I receive for the life of the car as part of me buying the car from there in December 2008) and the Service Representative told me that I would be there for 1 hour and 45 minutes and when he asked did I want the complimentary check of my car done and I said "Yes". After I waited almost 2 hours and received my car back within a few minutes I noticed as I turned my air on in the car that it now is noisy whether I turn on the A/C or the heat whereas that never happened before I took it in for the oil change on that day. I called back and let the Service Supervisor know, but, no one reached back out to me to fix it.

  Business response

  10/31/2024

  Good Morning,
  Thank you for bringing this to our attention. This matter pertains to our ****** location rather than our ******** branch. We attempted to reach *** ******** at ************ on 10/30/2024, but have yet to receive a response.
  It appears that some debris from her cabin air filter may have fallen into the blower motor during inspection, where we showed her the rodent nest in the filter. Wed like her to visit our ****** location so we can clean out the blower motor and recommend she replaces the cabin filter promptly to prevent recurrence.
  Attached are the relevant pictures and communications.
  We hope to resolve this swiftly for *** ********.

   

  Customer response

  11/08/2024

  The communication BBB sent me 10/31/2024 about my Complaint I filed against the Car Dealership Loyalty ****** in *******, VA 's Service Department requesting a response I just notice today(11/7/2024) when I got the emailed link from BBB and the message about closing my Complaint due to not replying. I am asking to have it re-opened because the Dealership's Service Department has not yet fixed the problem they caused with my car's Heating and A/C making a lot of noise when I turn it on when they did their Complimentary Inspection and said they will charge me if they look at the car and feel it is something they did not cause which will be unfair to me to have to pay them for something that wasn't a problem until they touched my car last. My Complaint was in regard to the following; On 10/24/2024 @2:45pm I had an appointment with the"Loyalty ******* in *******, **'s Service Department for a complimentary oil change (which I receive for the life of the car as part of me buying the car from there in December 2008) and the Service Representative told me that I would be there for 1 hour and 45 minutes and when he asked did I want the complimentary check of my car done and I said "Yes". After I waited almost 2 hours and received my car back within a few minutes I noticed as I turned my air on in the car that it now is noisy whether I turn on the A/C or the heat whereas that never happened before I took it in for the oil change on that day. Desired Outcome/Settlement: Loyalty ****** fix my Heating & A/C System they broke in my car when they did the last Oil Change and Complimentary Inspection of the car.

  Business response

  11/08/2024

  Hi Ms. ****************** have been trying to reach you at the number provided.  We would like to resolve this quickly for you.  As stated in my voicemail to you this morning, please just bring the vehicle by during our open Service Hours of Monday through Saturday 8AM - 5PM and we should be able to resolve this quickly for you.  Or you can call me directly at ************ and I can schedule an appointment for you .

  ***** ****

  Customer response

  11/14/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The message I received from the Loyalty ***************** Representative only said they can clean the Air Filter of a Rodent Nest,which they recommend along with the cost for them to do so on the day Loyalty **************** Service ***** messed my Car up so it now makes a lot of noise whenever the A/C and the heat is turned on.  So, it appears they will just do their recommended service and charge me money.  However, what I am asking is that  Loyalty **************,VA's Service Department fix the problem they caused with my car now making a lot of noise when I turn on the A/C and the Heat without charging me anything.

    
  
  Regards,

  
  Sharius ********
  
  
  
  

  
  

  Business response

  11/18/2024

  Hi Ms. ****************** have been offering to resolve this for you since the time we became aware of your initial concern.  My name is ***** **** and my direct number is *************.  Please return my calls or you can return my text from November 8, 2024.  We have offered to clean the blower motor free of charge since the you brought this concern to us initially.  I'm unaware of anyone saying you would need to pay a charge to resolve this matter.   We are trying to help you put this matter behind you.

  Best Regards,

  ***** ****

  Customer response

  11/21/2024

  
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  Sharius ********
  
  
  
  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello Sir/Madam -I had a accident last February and my vehicle was fixed in May. It took so long for them to get me in telling me that parts are taking time and time. I have spend $1200 dollars extra from my pockets for the rental car. That is not the problem.The problem is before the accident there was not leak of water in the trunk hood where spare tire is in my CRV 2014. But after repair there is water leaking inside the trunk. I took this the shop in Nov / Dec 2023 after carefully checking the leak for the last 6 month. When I took it too them they made some fix and told me that it wont leak and it is not their problem.Then I took it again and they told me its not their issues and I updated it to Geico they told its not their issue. I had 2 OEM parts issue and both of them were fixed. During that time I asked for the the pricing and they told me that our tech fix it there wont be any charges. I called in 2 time and has the appointment on 2/15 to fix both OEM and the light leak as per their promise.******* was the one who agreed and when I dropped it in the morning too she told me the tech will take care of both the stuff. But suddenly ****** called and started telling this is not their issue and they wont fix it. He will take back the words given by *******. I even asked him why he was rude at me. He kept on telling me I wont what she said is wrong we wont price it, fix it all we did she told we cannot do it take it to dealer. He did not talk politely he kept on being rude and angry and did not want to listen to what I say. I need this to be fixed since this is not my issue as promised and the leak to nbe fixed.

  Business response

  02/20/2024

  I have spoken to ********************** to address to concerns. He expressed his displeasure with the communication and I assured him I will address internally as deemed appropriate. As for his repair concerns, he is scheduled to drop off his vehicle here t our facility on Monday February 26th, **** at which time we ill have replacement transportation ready for him. I assured ********************** we will correct his concerns and assure his vehicle is repaired to his complete satisfaction. 

  Customer response

  02/20/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************************
  
  
  
  

• Initial Complaint

  08/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to loyalty automotive on 11/8/21 due to my service light showing up. I've done business with this merchant in the past. I was given a repair estimate after my car was assessed by loyalty automotive. Upon review of the diagnostic results, I was told that my steering angle sensor needed to be replaced and that was the reason for my vehicle trouble. I was unable to get the car serviced that same day. However, I made an appointment to get it taken care of on 12/28/21. I dropped my vehicle off to be fixed and paid a total of $1,137.10. A few days after the vehicle was fixed, I began to experience the same issue. I reached out to Loyalty automotive and was told to bring the vehicle back to be serviced. A technician by the name of ***** who advised me that they could not figure out why the problem was never resolved. I visited loyalty automotive 3 different times to see if they were going to fix my vehicle. The last time I was told that they could not figure out what was wrong, and they requested to have my care sent to another loyalty location. When I took my vehicle to the other location, I was told that the reason for my issue was the oil pump. The requested that I'd pay an additional $500. I declined to pay any additional money due to the original problem not being fixed. The technician reset my vehicle and the light went off. That only lasted a few days until I came back with the same issue previously stated. When I arrived at the second location for the second time, I was advised of yet another problem completely different from what anyone stated prior. After refusing to pay any additional money. I was rudely sent away to the original location; they advised me that it was not their problem to fix. I have reached out to the original location several times and have yet to receive a solution. I have reached out to corporate office and the manager. Every attempt has been unsuccessful.

  Business response

  08/22/2022

  *********************, Loyalty Automotive Body Shop Director, has reviewed the service file for ****************** Sienna.  He has also consulted the technicians involved so we could understand the history of the vehicle in our shop.

  On November 8, 2021 we scanned and diagnosed a check engine service light as a faulty steering angle sensor.  ************** agreed to the repair which we completed on December 28, 2021.  Then on January 27, 2022 ************** stated her check engine light was once again coming on intermittently and we scanned the vehicle which showed a code of P0015, which we diagnosed as a bad oil control valve.  ************** then returned on April 18th with the same intermittent engine light issue and the scanner showed the same P0015 fault code.  Our technician performed a multi-point inspection and determined the rack boots were worn and leaking and could be a cause for the light. 

  ************** spoke to ************** on August 15th so he could understand her concerns and we understand that to her it seems all these service lights were related.  ************** explained that a 14 year old vehicle with ******* miles may have quite a few maintenance items required in a short period of time but we have asked for the opportunity to have the vehicle scanned again and reviewed this time by ************** to verify the diagnosis.  ************** said this was not a convenient time for her but she will try to have her daughter bring the vehicle to us.

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