ComplaintsforHandy Automotive, Inc.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In October 2023, I purchased a 2020 Chrysler Pacifica from Handy Downtown. Part of the agreement was that they would replace a missing piece on the front passenger armrest as well as a broken vacuum panel in the rear. I was told that the pieces had already been ordered and that they would take care of the replacements as soon as the order was received. Fast forward nearly 9 months and I still have not had the items they assured us would be fixed, fixed. I was told to contact the service department directly and, when I did, they informed me there was no order that they could find... the gentlemen I spoke to said he was going to call the sales team himself to see if he could learn anything further as it should never take (at that point) 6 months for something to come in. I'm not sure if he actually called them, but I never got a follow up call from him. It was at that point that I started pushing harder for them to tell me exactly what was happening and provide a timeframe for replacement. That was three months ago and I still haven't gotten a sufficient response (correspondence attached).

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2016 **** fusion from Handys on February 6, 2024. I was told everything was in good working order and their mechanic had gone through the car. Fast forward 4 months later and its May and I turned on the ** to it only blowing out hot air. I took it to a local mechanic and they said it needs a new compressor. Handys should have known this if they went through the car. The new compressor and labor would be over ******. I called **** at Handys and had to leave a message about what was going on with the car. It has been over 2 weeks and I have not received a call back from him. I also sent the salesman an email on June 24, 2024 about this issue and I still have not heard back from anyone. I did not check the ** in February because it was very cold out when we purchased the car and I was told everything was in good working order. I would like Handys to replace the compressor in the car so I have a working **.

  Customer response

  07/09/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I got a 2021 Camaro 2.0 from this dealership and the key said LS but its and LT the lowest model. I now have seen them posting 2023 models for ******. They charged me ****** base price for the 2021 and describe it as brand new.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My truck had an appointment at Handy Toyota for a 4-wheel drive issue 1-19. I dropped the truck off at 7:00 AM and heard back from them close to 4:00 that day. The repair was a 4-hour repair and they needed to order a part. I spoke with the person who was handling my case and he was going to order the part and call me back when it was in. I inquired about if the repair was converted under warranty. 30 Minutes later he said it was covered. He also presented the safety review they do on all vehicles and expressed a major concern with my front brakes. I was told the calipers we frozen and that it was potentially indrivable. They recommended a full front brake repair. I chose not to schedule that service at that moment but would follow up.After not hearing from Handy I called back on Thursday 1-25. I found out, after being bumped from person to person, that part was never ordered. I got it ordered and asked to speak with a manager. (*****). I left a message and he called me back 2 days later. I shared the above concern. Fast forward, to 1/30. The same service person helped me and asked if the part was ordered. Clearly, my conversation with ***** did not go anywhere. The service was complete and he tried to fully charge me when we had the conversation bout warrantee on 1-19 and it was in their system. The safety report for this visit did not say anything about my front brakes, as noted in the last safety, but identified a major safety concern about my back brakes. I have called multiple times and left voice messages and emails multiple times and no one has returned my call. I had a different mechanic look at my braked and found no concerns. Handy tried ******** me nearly 2k for unnecessary repairs and have not communicated in more than a week.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked an appointment with Handy Service because my 2016 4 Runner was stalling and steering was locking up. They got me in for April 28th. My husband and I drove 2+ hours one way the night before to drop off my car after work. We put the keys in the dropbox and wrote down instructions to have my car looked over for any warranty parts while they did an oil change and checked my power steering. I bought a 4 year extended warranty on it in Feb 2022 just to be safe. ****** the service writer called me the 28th in the afternoon saying my car is all set and we can pick it up whenever, I specifically asked if everything was checked over, she listed it off. I said did the master tech drive it on bumps, corners, and interstate to make sure the steering didnt lock or stall and the lights on my dash didnt come back. She said yes, they cleared the codes and updated the *** and its good. I said okay we will be there tomorrow the 29th (Saturday) to pick it up. We drove another 2+ hours each way, got there, the mileage on my dash hadnt changed from when we dropped it off that Thursday night. I said hmm okay, drove out if their driveway every dash light came on and my car engine failed at the stop light. Called my husband got the car back to the shop asked to speak to a manager. **** came out and said he would handle it personally. Monday came around because they didnt have tecs on the weekend. I did not get a call from ****. ****** then called me and said she had 10 Techs drive it and nothing was happening, no errors or fails. I then give her more information on what was happening to help the techs look for leads. My husband is a mechanic so he told them it was probably the power steering rack. She said she would follow up with me the next day after they did some digging. She never called me, so i called them. This time she said I was a liar and that they couldnt get it to replicate, so there was nothing they could do. I was very frustrated. So I called Director of operations *****. He said he would drive it and let me know. Spoke with him multiple times. Final follow up with him, he said there was nothing they could do before they have no proof. Even though we told them what it was. I told him fine to please bring my car back to me then, and asked for a quote from their sales manager to see what they would give me for trade for it. 13k less then i bought for off of THEM one year ago. I said okay nevermind. Their delivery driver brought it back to me Friday the 5th. One week later. He said he could barely get it to be because the steering was so bad. Went to drive my car a few days later for a doctors appointment and i have zero power steering left so is completely not drivable. I brought it to them completely clean, they brought it back to me filthy and covered in bug guts. Anyway, i tried calling ****** and ***** and they refused to call me back or pickup so at this point dodging my calls. Its almost 1 month and still no word. I pay $564.68 a month for this car and cant drive it. Decided to call Heritage Toyota to get it in there, i need my car. We uhauled it to them 2.5 hours away and dropped it off they cant get me in for another week. Car is still broke and i wasted $250 on fuel going back and forth to Handy, they charged me twice on a $85 oil change, called me a liar, and lied to me saying they drove my car when they did NOT. I tried to call multiple times to see if they wanted to make it right but I guess not. I want my fuel money reimbursed to me, one month of my car payment paid, and my 4 year extended warranty I purchased from them reimbursed for all of this disrespect and trouble and cruelty. Unprofessional and liars! Do not buy or service your car here.

  Customer response

  06/02/2023

  I have not heard from the business in response to my complaint. Have left voicemails to see if anyone from Service or Management will contact me back but nothing.

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  1) Phone at ************ is never answered by ***** (my service contact); instead, it says: "VIP IP ext **** not available, leave a message." I left numerous messages, but no one ever called back or texted. It seems the vehicle repair was delayed due to parts availability and my okays, but I did not know this. A loaner car had been originally arranged for me. At one point, the loaner car rep, which turned out to be a rental business located in the very same building, just feet from the service center, called me and demanded I pay for the loan car! This indicates that a phone in the same building worked just fine! When I got no updates, and no one responded to my call ins, I called Handys service operator in the same building and got through to *****, who said that supply issues once again meant that they were unable to start work. He said that I could use the loaner car for free. 2) ***** did finally email me on my home computer, and so I went to pick up the finished vehicle. I paid the bill, turned in the loaner car, then went out and opened the truck door- only to smell a strong, distinct transmission fluid odor. I then saw oily stains throughout the driver's area, including the seat, the door panel, the rocker panel, the transmission tunnel carpet, the steering wheel and shift ****, and the floor mats. It looked and smelled like a junkyard truck.I immediately complained to the ***************** Manager on duty that day, *************************. He said he would have it cleaned. They took it away for about 15 minutes and brought it back. The truck was in the same soiled manner. ****** and another manager he called then refused further help, even after I complained bitterly and strenuously. They sent me on my way, refusing to compromise or have it detailed at a detail center.3) On my drive home, I found that the truck now vibrated over 70 mph, the wheel shaking in my hand, and that it darted about the road, where it had not before I brought it to them.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a jeep from this car dealership in July of 2022. I had a 30 day temporary lisence plate on my vehicle and before it expired my car would not turn over. I have contacted the car dealership and they gave me an extremely hard time. I had to pay 700$ of my own money (I am also a college student) to get new brakes, a new battery, and more. I have proof of the receipts, and the dates and all of this work occurred within 30 days of purchase. I also had to pay 90$ to get it towed because it would not turn over. Every other car dealership I have been to would have fixed these problems for free, or would have helped me out on the bill. I would like at least a majority of the bill back.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased my brand new 2022 Camry TRD from Handy Toyota a month 1/2 ago? Maybe two months? While purchasing my drivers door had a ding in it and a factory defect on my two tone roof, going good by it they agreed to fix the problem. I was contacted to bring the car to them so they could send it to the body shop under my impression the way it sounded was they were gonna look at it and fix both problems at body shop. Whoever drove my car there and back from the time they had it beat on my car (I have screenshots from toyota app Of driving records) meanwhile the only thing that was fixed was roof defect. I have to wait until September to get door fixed. Upon bringing rental car back I found my car to be scratched, dent and another **** but in my trunk, my front bumper lip is also coming off. The only thing they state they can do for me is to return the car and give me my money back. I contacted corporate and have a case open currently. Theyve been nothing but rude and unprofessional at handy toyota to me for the damage theyve done to MY BRAND NEW car. a business disrespected something I pay a lot of money for. And wont do anything about it I have pictures of every problem and the fast acceleration, hard braking and harsh cornering. Im very upset as a customer and saddened they treat me this way. Ive spent countless amount of time dealing with this and its very hard as Im going to school to be a nurse and work in a hospital. Ive had to call out of work to deal with this and at least try to get it taken care of and no one is helpful. Theyve told me theres nothing they can do about the damage to my car, and one manager stated whats next kaley? Ive been forced to file a claim with the BBB now and possibly seek legal help with this for such an unprofessional business. Not only to add, when I wash my car I have water STUCK in my taillights.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my car in for service because it was shaking when the transmission shifted. Handy Toyota determined there was no problem with the transmission and that the issue was due to worn tires and brakes. They also repaired a leaking power steering line. The total cost was $1,790. When I picked the car up, the shaking problem was still there, so we took the car back to Handy Toyota. They then diagnosed the problem as a worn out torque converter in the transmission and quoted me a price of $2,500 to have it fixed. The problem is I don't believe the car is worth putting this much into repairs. I would much rather have traded the car in and purchased a new one. I proposed to Toyota Corporate that I would pay for the torque converter parts if Handy Toyota would cover the labor costs. Today, the General Manager at Handy Toyota (*********************) indicated in an email that they were not able to verify my concern with the transmission when I brought it in the second time. This is particularly troubling because Handy's Service Manager (****..not sure of last name) quoted me a price of $2,500 for a new torque converter. Either ********************* does not have all the facts or he is misrepresenting Handy Toyota.These events began in late December of 2021 (about 6 weeks ago). During the past few weeks, Handy Toyota has not responded to my phone calls or emails until today, when I told them I was taking my case to the BBB. Similarly, Handy Toyota did not respond to Toyota Corporate's messages to contact me. They seem to believe that by ignoring my concerns, I will go away.I would still like Handy Toyota to finish the repair with me paying for the parts and them covering the labor costs. I have no expectation that they will agree to anything other than me taking my business elsewhere.

  Customer response

  02/22/2022

  I have not heard from the business in response to my complaint.  The last time I communicated with Handy Toyota was just before I initially contacted BBB, when I called Handy Toyota directly.  This is consistent with their pattern of non-communication.  They ignored my emails for weeks and they ignored three requests from Toyota Corporate to contact me. 

  I'm not sure if I mentioned this in my original complaint with BBB: Handy Toyota indicated to me in an email that they looked at my car twice, finding no problem with the transmission the second time. This is patently untrue.  They test drove the car with my daughter and indicated the problem was a torque converter. When I spoke to them by phone, they quoted me a price of $2,500 to have it fixed.  In that same email, from General Manager *********************, they asked me to take my business elsewhere.

  I find it unbelievable that after messing up the service on my car, they choose to misrepresent themselves in written communication. The email from ********************* is pasted below.  I can forward you the original if you like.

  Thank you for your help in this matter.

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

   

  Hello ****,
  
  
  This 2011 Camry with over 100k has been to our facility on two occasions.
  
  
  1st visit: tires, brakes, and a power steering line all of which were dangerous and inspectable were replaced 
  
  
  2nd visit: were not able to verify your concern
  
  
  We have provided service to the best of our ability, and do not appreciate you trying to leverage the BBB to get free stuff. We will not be working on this vehicle again and would appreciate it if you bring it elsewhere. 
  
  
  Regards,
  
  
  *********************
  Handy Toyota

   

*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. ↩