ComplaintsforReedman Toll, LP

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ReedmanToll was working on my truck's information center that was under warranty. After 3 appt. problem was not solved. Mean time warranty expired but same problem was not solved. They made 4th appt. for the same info. center issue and problem was fixed. But I had to pay $916.63 to get my vehicle back. I contacted GM ******* and after looking in to my case ***** refunded me $505.02 and extended warranty for 1 more year. I have made appt. with ReedmanToll general manager (*******************) and asked for a refund since work was done under warranty but he refused. and that is why I am writing to BBB with hope you have more authority than I do. Respectfully *********************** 2/17/2023

  Business response

  02/28/2023

  **************** brought his vehicle in on 11/17/2021 for the radio screen intermittently goes black. ************** had a service bulletin and software update for this concern. Vehicle was repaired under warranty. 
  
  **************** came back on 1/25/2022 stating the radio would not turn off or on at times and cannot change stations. Vehicle was diagnosed and a radio module was replaced for this concern. Vehicle was repaired under warranty.
  
  **************** came in on 7/13/2022 with a concern that the radio keeps freezing, shutting down and rebooting, and cannot control functions. Vehicle was diagnosed, and found aftermarket device plugged in the *** receptacle. Device was removed and *** port was tested and found internally shorted. **************** was advised up front that his vehicle was no longer covered under warranty for his concern. **************** authorized the diagnostic time and replacement of *** receptacle. **************** paid for the ordered part and diagnostic time, and part was ordered. **************** returned on 7/15/2022 to have the ordered *** receptacle installed. Receptacle was replaced and both radio and receptacle programmed.
  
  While vehicle was here for 3 different infotainment concerns, the last concern was related to an aftermarket device using or charging through the receptacle. Due to the vehicle being out of warranty, and possibility the aftermarket device shorted out the receptacle,no refund was offered. It has also been over 6 months since the repair took place.

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

  Service Manager

  Customer response

  03/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  
  Good Morning.

  reason #1 :

  work on my radio started UNDER WARRANTY AND WAS NOT completed on time. IS THAT MY FAULT ????

  reason #2:

  GM provided usb ports for consumer use with assorted number of devises, by design. (USB sticks , dash cam. GPS  and so on)

  reason #3:

  GM DOS NOT makes those devises, there for all of them are  after market.  also there are other Colorado owners that using same  devises with no issues.   So USB interface on my vehicle was defective and now I am using same devises (AS  BEFORE) with new  USB  interface with NO ISSUES.

  ,
  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from Reedman Toll on May 26, 2022. The vehicle was advertised as a Acura ILX WITH technology and A-spec package. On Feb 6 2023, after discussing with an appraiser, I was told that the vehicle DOES NOT have the technology package, and is actually an Acura ILX Premium and A-Spec Package (two tiers below what was advertised). Reedman Toll falsely advertised the vehicle I purchased (advertising as a higher end model/features it does not have). After looking at the paperwork, I noticed that the trim of the vehicle was NOT listed on any of the documentation I signed. I found a video Reedman Toll posted on ******** showcasing the vehicle (the title indicates it's a Technology/A spec package). In the attached pictures, you will see that the stock number on my buyers guide matches the stock number in the video title. The page on Reedman Toll's website that originally listed my vehicle, has my VIN in the link: ************************************************************************************ . I spoke with the general manager on Feb 7 2023, and he was not willing to work with me towards my desired resolution: returning the vehicle for the price I paid. I explained that the false advertising which listed the Acura as a higher end model influenced my decision to purchase the vehicle. In addition, since all of the documentation I signed did not list the correct trim, they failed to disclose a material fact about the vehicle. Despite my explanation, the manager I spoke with would not help me towards the resolution. I would like to amicably resolve this by returning the vehicle for the price they sold it to me for, plus any additional amount I paid (warranties, insurance, etc.)

  Business response

  02/16/2023

  After receiving this complaint our General Manager, *******************, reached out to ****************, as he was unaware of this situation. He reviewed all paperwork regarding the purchase of the vehicle by **************** and confirmed that the selling price of the vehicle **************** purchased was based off the actual components in the vehicle.  As with all of our advertising we are very conscious of showing our potential customer completely accurate information, it is very rare for an issue like this to arise, but in the case that there is an issue, we always have a full disclaimer urging customers to verify all information with the dealer. See attached document.
  
  **************** had two lengthy conversations with **************** to discuss the issue and explain his findings once we reviewed all paperwork.  At the end of their last conversation **************** believes that the **************** understands that Reedman-Toll does everything possible to give proper information for our customer to make an intelligent decision.

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a vehicle which according to the ****** service damages occurred to the vehicle resulting in the check engine light turning on and warranty would not cover. I went through my insurance and dropped the vehicle off on Wednesday for an inspection and for repairs to occur. I called on Saturday to check on the status as my insurance completed I inspection and an estimate was received. The person I spoke with was rude and abrupt on the phone would not give me any information and basically told me my car had not even been touched because they are waiting for the insurance estimate. My complaint is I have been waiting for my car to be repaired for three days with no resolution or an answer. They should have provided me with an estimate for the repair when I dropped it off and I need my car back.

  Business response

  01/03/2023

  Vehicle was diagnosed 12/22/22 for the active grill shudder malfunction due to damage to the front of vehicles bumper. Customer was advised that there is front end damage that caused the active shudder to fail, and that the repairs would not be done in one day. She was also advised that she may want to go through her insurance company. Customer dropped off again 12/28/22 at 7:48am. At that time, she provided a claim number. The insurance company called the same day at about 4:20pm, and informed the advisor they would be sending out an adjuster to look at the vehicle. The adjuster came out on 12/29/22 about mid-morning. The adjuster stated that they would be in touch, and that they would probably send the vehicle to a body shop. We were not provided a copy of the estimate nor did we receive a call from the insurance company. Customer was advised of this on Friday 12/30/22, and on Saturday 12/31/22 she was advised that the vehicle would be sent  the body shop Monday 1/2/23 since the mechanical and collision repairs are related. Without seeing the estimate, I am not sure how many days for the for the body repairs. Customer was advised when she picked up the car on 12/22/22 and dropped off the car on 12/28/22 that this was not going to be a next day repair. The vehicle is currently with Burns Collision Center.  It is our understanding that the Collision Center had to order multiple parts to complete the repair and they reached out to the customer earlier today.
  
  Gregory E**********;

  Service Manager

  Customer response

  01/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Some of the content in the response is inaccurate.  I was not contacted on Friday 12/30/22.  I called to check the status of my car on Saturday 12/31/22.  The person I spoke with was very abrupt.  There was no communication from the service until then.  I was informed on 12/28/22, it would take five days to complete the repairs.  The issue is one, my car was just parked for four days with no communication from Reedman toll until I called and voiced a complaint to management about this issue and two, if there was no estimate received from the insurance I should have gotten a call, three my car should have been transferred to the collision center sooner and four, no apology nor offer of a rental was given.
  
  Regards,
  
  ***************************
  

  Business response

  02/13/2023

  We will have to disagree on whether the customer was contacted on 12/30 or 12/31.  Our records indicate it was the 30th but the customer disagrees.  Due to the involvement of the insurance,the damage to the front of vehicle, and no copy of the insurance companies estimate for repairs we would not have been able to predict a time of completion for the vehicle when it was dropped off. The insurance adjuster did not look at the vehicle until day 2. On day 3 we set up with the body shop with the body shop to perform the necessary repairs. Day 4 the body shop was closed.Unfortunately, we do not have rental vehicles for non-warrantable repairs.  If the customer had rental coverage on their insurance policy, it would be the responsibility of the insurance company to provide a rental since a claim was filed with them for repairs.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Basicly I bought a 2015 ***** ******  in less than a year my transmission goes on me. I. contacted customer service @ they said bring iit in. So they supposed to have fix the problem but they didnt it's like I got sold a recall car And my transmission just went the question I want to know is was my transmission rebuilt or was it new they claim theirs no record

  Business response

  01/02/2023

  Vehicle came in with check engine light in July 2019, we performed diagnostic for *** ***** that relates to the shift solenoids in the transmission, these solenoids are part of the Valve Body and serviceable with the Valve Body. Per the diagnostic procedure outlined by ***** we replaced the valve Body and road tested to confirm the repair. Vehicle was operating as designed.
  
  We did not replace the Transmission.
  
  Customer returned on 10/28/2019 ** ****** for passive entry concern, we replaced the receiver Hub, covered by extended warranty.
  
  Invoice attached for the Valve Body.

  Thank you,

  John D*********

  Service Manager

  Customer response

  01/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************
  

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a ***** ******* for $50,000.00 and also a extended warranty with easy no inconvenience to my daily life car rental. Drove it home 2 weeks later it breaks down. Took it back and they wouldn't give me a rental. Picked ******* up from shop and it broke down again. Brought it back and still no rental and no Durango. The ******* DID NOT have any working seat belts or airbags. They where removed by Reedman. This was not listed on the window sticker. Every part on this car was taken off by the seller and put back on and not bolted down. The window sticker should say for parts or not workig/not road worthy. This was a vihicle for driving small children. They are refusing to make this lemon situation rite. This car has cost me a additional $7000 in first month.

  Business response

  06/24/2022

  We have no record of *** ******** ever bringing any issues regarding the alleged missing seatbelts or airbags, as well as any parts not being bolted down, to our attention.  We would never sell a vehicle without seatbelts, airbags, or loose parts.  If a customer returned with concerns like that, we would have immediately addressed the concerns.  

   

  The customer did bring the vehicle in on 4/7/22 complaining of the vehicle running rough and high battery voltage, no service was performed because the customer refused to leave the vehicle because there was not a rental vehicle was not available.

   

  The customer returned on 4/29/22, stating that the vehicle would not start.  It was found that the fuel pumps failed on the vehicle.   The both fuel pump was covered, one under ****** warranty and the other by Factory warranty.  ****** also approved a rental vehicle at that time and the customer was given the reservation number for Enterprise. 

   

  Customer returned on 5/5/22 for a check engine light due to low fluid from transmission seal.  Repair was made and covered under factory warranty.  Vehicle also had PDC replaced for the vehicle not starting, this is a common repair possibly caused by previous fuel pump failure, this was also covered under warranty.

   

  Customer has not been charged for any services with us.

   

  Thank you,

   

  John D****

  Service Manager

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2010 ******** mini van. It is only worth approximately $4,000. The vehicle is paid off and I decided to get it fixed however I spoke with the desk associate telling her this vehicle isn't worth that much so I don't want the repairs to cost more than the value of the vehicle. I also don't have an extended warranty so all repairs are out of pocket. I got my veh inspected somewhere else and passed but was told I have an oil leak that needs to go to the dealer. This veh also had a recall so I called to address both these issues. I was told the diagnostic would cost $250 just to see what's wrong. Ok I agreed. They called me to tell me yes the veh has 3 leaks. I agree to fix it bc the cost wasn't too bad. They call the next day to tell me my headlight was out. The woman kept expressing how sorry the mechanic was and that he would change the bulb for free I only had to pay for the bulb $37. I'm assuming he broke it that's why he felt bad. Ok whatever things happen ok ill pay the $37 to fix it. 2 days later they call to tell me after fixing leaks and light bulb. They took the veh for a test drive and the radiator BLEW UP the veh was smoking and everything. It will cost another 900 plus to fix this. Oh and the mechanic feels sooo bad AGAIN. Why did This "expert" mechanic keep feeling so bad?!?!??? I'm obviously upset I don't want to pay the additional money to fix this. Why didn't the initial diagnostic reveal a problem with the radiator??? I tell them I want to speak to a manager. This was in Wednesday No one called me back still and it's now Monday. So I call to speak to a manager AGAIN. Supposedly he will call be back AGAIN. They have had my car for over 2 weeks and it seems they keep breaking things. I want to know what's going on with my veh and how can we rectify this situation? It seems my mechanic may be inexperienced therefore I shouldn't have to pay for his mistakes. I took this veh to the dealer for "expert services". Completely unprofessional.

  Business response

  04/28/2022

  Vehicle came into us 4/04/22. Vehicle was brought in for outside shop said vehicle has oil leak, and vehicle has open recall. Customer also wanted new key programed to vehicle (the key was purchased from our parts department).
  
  Tech diagnosed vehicle, needing both valve cover gaskets, and engine oil pan reseal.
  
  Tech pulled vehicle out of shop and was waiting on parts to arrive. Once parts came in, he pulled vehicle into shop. When pulling into shop another employee noticed the headlight was out as the vehicle was driving past him. Tech did not see the light was out when he looked at vehicle on initial inspection. There was no additional labor as when performing the other repairs he would be in the same area and would just install the new bulb.
  
  After repairs and on final road test the tech noticed steam coming from front of vehicle. Returned to shop and performed another inspection. Found coolant leaking from outside seam of radiator and tank. Please note: it was explained to the customer that the radiator was leaking, it did not blow up. It was only leaking when vehicle was up to temperature and cooling system under pressure. (this would not have presented itself on short drive from test track to shop)
  
  As a goodwill gesture we covered the repair of the radiator repair.
  

  The customer as has since picked up the vehicle from our service department.

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