ComplaintsforBlaise Alexander Family Dealerships

• Initial Complaint

  08/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ******************************
  

• Initial Complaint

  06/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Put a deposit on 5/24 in the amount of $500 for a vehicle in transit, and had buyers order in my name with VIN of car. 2 weeks later on 6/5, car comes in and they try to mark it up by an additional $5,000. I reminded them of my buyers order and deposit which was not at 5k markup, to which I was told the car is sold and I cannot buy it. ***** the General Manager (who played dumb) had one story, Sales manager (*******) had a different story and ******* told a third story about what the general manager gave as guidance when he called me to refund my deposit. All-in classic sleazy dealership. They seem really nice and straight up-front but will turn around and stab you in the back just the same without flinching or an iota of humility. Sharing both buyers orders to portray the dishonesty. Places like this should be shut down by Chevy.

  Business response

  07/07/2023

  To Whom It May Concern:
  
  At the time of placing the deposit ************** was not in agreement with the value we were providing for his trade.  As negotiations continued the increased price was mentioned in reference to giving more for the trade, we would have to charge more for the vehicle being purchased, the current market value was above MSRP.  While trying to resolve this discrepancy ************** became irate and used vulgar language towards our employees and we decided it would be best not to sell the vehicle to continue working for a resolution.  The deposit was fully refunded to ************** as we believe he will be better served somewhere else.

  Sincerely,

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

  Director of Operations

  Customer response

  07/13/2023

  [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: The dealership is twisting the truth in a severe way. While I did ask it it was possible for them to do better on the trade-in I did not demand anything nor say I would not take the deal if they couldn’t. Furthermore, as indicated in my initial attachments, they tried To raise the selling price of the vehicle by 5,000 dollars, and only offered an extra 600 dollars on trade-in so the comment about making up the difference is further dishonestly. 
  
  Regarding the story, I was told bluntly by the sales manager that when the boss found out they were selling the car at msrp he was not ok with it, and that if I wanted the car I would have to pay a 5000 markup. While it’s their car and they can do whatever they want, they cannot hold my deposit for 10 days at one price and then markup the price on me once the car comes in especially since I had a buyers order in my name. They stated that I became irate and used vulgar language and would like to address that. I think anyone in this situation when someone baits and switches on them would become upset. Irate is not accurate and I definitely did not use any vulgar language. I was frustrated by the Dishonesty is an honest person, and I let my frustrations be known to the sales person as well as the sales manager what they then proceeded to do was to ghost me. I further and lastly find it interesting that the person that is responding to this complaint is someone that had no interaction with, which means that they are merely playing broken telephone and compiling a response with severe in accuracies.

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

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been getting emails for someone else's car I have called them an told them to take it out but they will not do it.

  Business response

  05/12/2023

  To Whom It May Concern:
  
  Another customer's record may have automatically been updated from a national email database due to **************** sharing the same last name and physical address as that person.  It looks like ******************** email address was already removed and I verified its removal from all systems.  ************************ receives anything else, please have her forward it to me at **********************************************************. I apologize for the inconvenience that this may have caused *****************

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

• Initial Complaint

  05/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle at this business and I never gave an email address for my file because I don’t use it but someone put an email on my file and it is not mine they keep sending emails with my information to that email I have asked them to remove it from my file several times they tell me they will but they never do every time I have to go for survice or something they send out an email to the email on my file I don’t want my information sent to random people because I don’t want to have to worry about fraud or identity theft so I would like to have that email permanently deleted from my file and none put in I don’t have email

  Business response

  05/12/2023

  To Whom It May Concern:
  *** ******'s profile may have been automatically updated with this email address due to him sharing the same last name and having the same physical address on record as another person.  I have verified that this email address has been removed from his file and no email is associated with his name.  I apologize for any inconvenience this may have caused and if I can be of further assistance, please call me at ************.
  
  Sincerely,
  *************************
  Director of Operations

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a vehicle off dealership that was formally *************************** Automotive in June 2022. Traded car in elsewhere in December 2022. Requested my extended warranty refund December 22. Did not receive refund within 8-10 weeks like I was told. I called multiple times on different days. Nobody could give me answers. Feb 18, 2023, I got in contact with the warranty department, finally. He submitted another request for refund. Waited 12 more weeks. No refund. Approached dealership now known as Blaise Alexander, altoona pa location, in person and met with manager, he emailed corporate. It has been two weeks still no reply or contact from the manager and 24 weeks of waiting for my refund check. I was told at the dealership that I am not the only person running into this issue, but it has become an issue. They owe me my money, and I’m reaching out to seek help. Thank you. 

  Business response

  05/25/2023

  To Whom It May Concern:
  
  Our office manager, ***** *****, has been in contact with *** ****** to confirm the refund amount and both refunds have been processed with ** Financial and *****.  If *** ****** doesn't receive the refunds in 4-6 weeks, please let ***** know or contact me directly at ###-###-####.
  
  Sincerely,
  **** ********
  Director of Operations

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a recall on my car that I was told it was taken care before purchasing the car and it wasn't finally after just over a month recall was fixed in the process my car was scratched I took car back to dealership and they didn't resolve the scratch issue also the car had a faulty wiper the rubber was torn which scratched my windshield and I was referred to a glass shop when Blaise Alexander is responsible for the scratch I need a new windshield scratch is too deep to buff out so I reported this to the cooperate office and the head manager called me about the complaint *** ***** he was very rude to me because I complained about him and he told me bring the car in he would be there til 8 I told him I regret doing business with them I should have checked there reviews first also I would not have purchased the car if I wasn't lied to about the recall being fixed so I didn't respond to his request to bring car in because of his rudeness the car had some scratches in it when I purchased it I paid to have car buffed to remove some of the scratches and had it detailed so *** ***** claims he removed scratches they put in car while fixing the recall not so and he said Maybe I'm claiming old scratches not true *** also told me that some of the scratches the detail shop couldn't get out he could with no problem that wasn't true now he is going back on his word of telling me he could get scratches that the detail shop couldn't get out saying there are scratches in the car they couldn't get out maybe i'm claiming those scratches and he wasn't going to paint the car I didn't asked for car to be painted he said he could get certain scratches out and he didn't and I refuse to be talked to and treated any kind of way because I complained about being unsatisfied with the service once again I should have looked at there reviews cause I would have never purchased a vehicle from them

  Business response

  05/30/2023

  ******,

  We are sorry you're unhappy with your experience here at the dealership. On three occasions we attempted to resolve the issues pertaining to the cosmetics on the 2013 ***** **** that you purchased on 02/06/2023. I am sorry that we did not meet your expectations, however, the vehicle is ten years old, and no used vehicles are in perfect condition.  

  Sincerely,
  *************************
  General Manager
  Blaise Alexander 
  Chrysler Dodge Jeep Ram of Lewisburg 
  6801 Westbranch Hwy,
  Lewisburg, PA 17837

  Customer response

  05/31/2023

  Complaint: ********
  
  I am rejecting this response because:
  I rejected there response my car is a 2015 not a 2013 it's 8 yrs.old not 10 yrs old and yes it's used but it doesn't give them a right to damage my vehicle and not own responsibility and and when I brought the car it had a faulty wiper blade which scratched my windshield In two places and I need a new windshield they are refusing to replace it my issue is with this ***************** he is an impulsive liar and he has been giving me poor customer service I want the damages they caused to be fixed 
  
  Regards,
  
  *************************
  

  Business response

  06/23/2023

  To Whom It May Concern:
  
  After further discussion with **************** we are making a goodwill gesture to cover the cost of replacing his windshield (Susquehanna Glass) and a check for $200 for removing the scratches from his paint at a detail shop of his choice.  **************** was very satisfied with this resolution.

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

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sometime in August I purchased a 2016 **** ****** for 16500 with full 3 year warranty after 3 weeks the transmission was giving me problems slipping went back the service department said it would cost me 400 dollars to flush it and 160 to diagnose the car I wasn't happy about that so my sales said he would take care of it so in 2 weeks they flushed it and the mechanic said it was fried meaning no good so they sent me home with it and after 3 weeks it starts to slip again so I see the gm *** which handled it great gave me a loaner and said it would be 10 plus months for a new transmission ok great so I get it thanksgiving week runs good for a week and started hesitating and not running right so take it back they said everything is all right and changed the plugs no cost still isn't working right I called the general manager today asked how we can resolve this his response was my service manager said it was good and take to another **** dealership and Will go from there

  Customer response

  04/26/2023

  Yes they got in contact with me please give me a 30 day extension we are trying to resolve this 

  Business response

  05/16/2023

  To Whom It May Concern:
  
  *** ******** came in last week and we replaced his wheel bearings.  *** ******** left the dealership satisfied with the outcome.
  
  Thank you,
  
  Bob S****
  
  General Manager
  
  Blaise Alexander ****

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9-28-22, my son put $800 dollars down on a ***** * with a signed price 35,590.55 for the car by the manager . On 9-30-22 , my son and I purchased the car . The paperwork was not ready . We waiting over an hour for the paperwork to be ready . I signed the paperwork . The figures were different, and the price of the car was 35135 and a portfolio vsc was added for a total price of 38579. A difference of 2988.45. Sales person ******* ******** was contacted and she agreed I was over charged and would be refunded the difference . To date I have received $1600 dollars and still owned $1388.45. I am asked that the $1388.45 be reimbursed.

  Business response

  03/20/2023

  To Whom It May Concern:
  
  The customer's son, *****, came in and left a deposit of $800.00 for the purchase of the vehicle for his father on 09/28/2022. Customer, ******* *****, came in 09/30/2023 to purchase vehicle and wrote the check out for the incorrect amount on the bill of sale. After an initial mistake in the numbers, the customer had already written a check for $40,673.27 and only had one check with him.
  
  Once the numbers were corrected and a Vehicle Service Contract was added for $3445 the total purchase was $39,282.25 less the $800 deposit leaving a balance owed of $38,482.25.  *******'s check was already written for $40,673.27, leaving an overage of $2,191.02.
  
  On 10/31/2022 a check request was entered to return the $800.00 back to the son (*****) at *******’s request as he was going to cover the deposit leaving a new overage balance of $1,391.02. This check for $1,391.02 was also cut to ******* on 10/31/2022. Additional online fees not used because reg/title work was completed offline were returned to ******* as well. 
  
  Attached you will find. 
  Bill of Sale 
  Receipt for $800.00 by ***** ***** 
  Receipt for $40,673.27 by ******* *****
  Check Request for Customer(s) Refund 
  $800.00 Check back to ***** ***** (DEPOSIT RETURNED, ******* ***** to cover) 
  $1391.02 Check back to ******* ***** (OVERAGE after COVERING DEPSOSIT)
  $89.47 Check back to ******* ***** (ONLINE FEE COLLECTED BUT NOT USED)
  
  ******* ******* 
  Desking Manager  
  Blaise Alexander Hazleton Mazda  

  Customer response

  03/25/2023

  [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:
  
  I had plenty of checks , again their math is inaccurate will seek legal matters at this point . I wrote the check for the amount the dealership requested . 
  Regards,
  
  *************************
  

  Business response

  04/26/2023

  ******************************* try to explain the purchase price a different way to explain how it matches the original proposal.
  
  The original proposal shows an out the door price of $35,590.55, not including a Vehicle Service* Contract.  At the time of purchase, you added a vehicle service contract for a price of $3,445 plus tax bringing it to $3,651.70.  If this would have been added to the original proposal the out the door price would have shown $39,242.25.
  
  At the time of delivery, you wrote a check for $40,673.27,this was in addition to the $800 deposit ***** previously paid bringing the total paid to $41,473.27.  We then refunded the $800 deposit back to Jacob.  Sent you a refund of $89.47 for reduced fees/taxes, and then also refunded the additional over payment of $1,391.02.
  
  $41,473.27 total paid by buyer including deposit
  -$800 deposit refund
  -$89.47 taxes and fees adjustment refund
  -$1,391.02 overpayment refund
  =$39,192.78 total paid out of pocket, slightly less than the original proposal plus the Vehicle Service Contract.
  
  The vehicle service contract can be cancelled at your request.  If you choose to cancel the vehicle service contract we can issue a full refund of $3651.70 including the sales tax.  This would bring your total amount paid to $35541.08.  $49.47 less than your original proposal.  In order to cancel and refund the service contract, I need a written request from you acknowledging that you would like to cancel the service contract.
  
  If you have any further question, please reach out to me at ************ or **********************************************************
  
  Sincerely,
  *************************
  Director of Operations

  Customer response

  04/26/2023

  [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:
  
  I purchased two *****, one *********** van , three ****** , and two ****** s in my life . and was in commissions sales for years and very successful. Bottom line is you over charged me , never told me how much . A professional dealer would have put it in written how much I was over charged . You send me two checks . The $800 check stated over charge not refund for deposit ??.  Horrible sales job , and I was an easy sale and you could get the price correct !!!!! No communication!!!! Nothing in writing ?? about the over charge or who and when it would be paid .. all guess work on my part . I called your dealership for months , cant get a manager or anyone who would discuss my issue. Bottom line , terrible job on your part , I will not buy another car from Blaze Alexander and will not recommend your dealership . You blew up an easy sale and future business . I am done my attorney recommended that I should have taken the car back within two days and put it in writing thst I was over charged not Wait for month and receive two checks with no communication as to the dollar amount over charged , unbelievable!!!
  

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

*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. ↩