ComplaintsforFiore Toyota Volkswagen Audi

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2022 Sienna serviced at Fiore on 9/6/22. They performed a basic oil change. After thr oil change the technician parked my vehicle on the corner of the building. The vehicle was backed into place. While waiting for paperwork the vehicle sustained damage that no one saw and no one reported. The cameras do not cover this area of the lot. This damage was discovered immediately after leaving the lot when stopping for lunch. This is the first time I had seen the front of the vehicle since they had worked on it. If i had known how irresponsible this dealership is I would have fully inspected the van before leaving. I reported it to them immediately and they showed me the interior shop camera to prove it did not happen in the shop. They could not show me the exterior camera because no one on site had access. Since then they have acknowledged more than once that the van appears to be undamaged upon arrival in all the video footage they have. They agree a customer most likely hit and ran while it was parked out of sight of the camera. They refuse to accept accountability for parking the vehicle in a camera blind spot and refuse to turn this incident in to their liability insurance provider. Instead they expect me to pay higher insurance premiums for damages that occurred while they were in possession of my vehicle. After 48 hours of trying to chase down a manager with some answers, I have been told they spoke with the owner and he is not willing to fix this situation. I am now forced to have my insurance cover over $1500 in damages and pay higher premiums starting in my next billing cycle. They have shown no desire to cover this incident that I had no control over. They are comparing it to shopping at the mall. The difference is I trusted Fiore with my property and they were in possession of it during the time of the damage. I don't hand the keys over to the mall security officer when I'm shopping.

  Business response

  09/16/2022

  
   I am writing in reference to ID #******** initiated by **** ************. He had service done to his Sienna. He paid for his service and went on his way. Later he called Melissa the service manager to report that his van had been damaged. he came back and showed her, they both reviewed the video footage and saw no damage as his van was pulled in and out of service also on the way to the designated parking spot.  He claims the damage was done here, again went to the video and unfortunately our cameras do not cover that exact parking spot. We also checked all the cars on our lot for damage and found none. If the damage was done here, we do agree a customer most likely hit and ran while it was parked out of sight of the camera.
  
  
  
  
  Sincerely,
  Kent  *. M*** Sales Manager
  Fiore Toyota VW Audi
  Hollidaysburg, PA 16648

  Customer response

  09/19/2022

  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, details of the offer I reviewed appear below. 

  The dealer is making it sound as though the damage was discovered hours later. We are talking about a 10 minute window or less. And as stated before the van was backed into the parking place where I would not walk past the front of the van. They have acknowledged that the damaged likely occurred on their lot but refuse to use their liability insurance because they can not see the van on camera. The dealer chose to put the van in that parking space, not me. No reasonable person is going to do a 360 inspection of their vehicle after an oil change.  A reputable business would accept responsibility for parking the van in a blind spot and cover damages done to a customer vehicle while under their care.  They have agreed multiple times that it appears to be a hit and run from a customer but they can't prove this because of where they parked the vehicle. Now I'm paying for damages as a result of the dealer parking the van in a bad position not covered by cameras. I have a feeling if they had video evidence they would still deny any responsibility because they do not want to cover the damage.  They think that leaving my vehicle vulnerable is acceptable behavior and now I have over $1500 of damage to get fixed on my own. This is a horrible business model and shows a lack of respect for the customer.
  
  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. ↩