Vann York Toyota

Thank you for this feedback. We're very sorry to see that you didn't have the best experience at our dealership. While we're disappointed to learn that we didn't meet your expectations, we'd love to try to turn things around and make sure the same thing doesn't continue to happen.

Ryan, providing a positive experience is our top priority, and we're sorry that we failed here. We'd love the opportunity to discuss your visit in greater detail and clear up any issues we can. If it's possible to talk about your experience one-on-one, please reach out to us directly.

It's fantastic to hear that we provided you with great customer service while assisting you! We truly appreciate the opportunity to do business with you. Thanks for choosing Vann York Toyota!

Marquis, thank you for the opportunity to address your concerns. We regret that you have experienced mechanical issues with your vehicle. Since the purchased of your 2014 Buick at the beginning of the year, we have completed over $3,500 in goodwill repairs at our expense. While we understand that auto repairs are frustrating and time consuming, we believe we have done our share to keep your vehicle going. We have explored helping with trading for another vehicle, but you are not in a position to trade at this point. Going forward, you will need to take responsibility for maintenance and repairs that are not covered by the mechanical policy.

I am writing to formally demand resolution regarding my purchase of a 2014 Buick Encore on January 9, 2025 from Vann York Toyota. Since the date of purchase, this vehicle has spent the majority of its time in your service departments undergoing repeated different repairs. Below is a summary of the service history: Timeline of Major Issues: • Jan 10, 2025:right taillight was out • Feb 6, 2025: Heating/AC system failure. Repaired, but problem returned Mar 3 was told nothing was wrong with the vehicle. • Apr 20–21, 2025: Vehicle overheated; coolant system was leaking causing a failure due to broken plastic part. Repair costs initially was told I would be charged, later waived after multiple disputes with service members. • Apr 22–25, 2025: Coolant leak returned; radiator replaced. Vehicle had to go back the same day as I picked up the vehicle when I noticed the coolant was still leaking as I drop off and pick up I noticed when they test drove it returned with 1,000 unexplained additional miles. • Jun 10, 2025: Vehicle exhibited poor acceleration; was told nothing seem to be wrong with the vehicle and was advised to take it to a Buick/GMC dealership from a service member. • Jul 10–29, 2025: Check engine light repeatedly came on twice after a day or two after these repairs were made (code P1101 – mass airflow sensor) and intake manifold Multiple warranty repairs performed with no lasting resolution. • Jul 31, 2025: Diagnosed with multiple brittle/leaking air hoses and aftermarket parts not covered by warranty, despite the vehicle being in the dealership’s care nearly every month since purchase. Josie Davis Director of Business Development & Customer Retention Vann York Auto Group Below is a summary of the service history Notes she provided: • 1/10/25 – RO 633381: Checked right taillight • 2/7/25 – RO 635428: Released air pocket in A/C line • 3/4/25 – RO 637253: Concern duplicated, no codes found • 4/21/25 – RO 641095: Replaced water outlet housing • 4/24/25 – RO 641437: Replaced radiator and cap • 6/11/25 – RO 645461: No repairs made • 7/14/25 – RO 647878: Replaced turbo charger • 7/24/25 – RO 648781: Replaced intake manifold • 7/31/25 – RO 461289 (Vann York Chevrolet Buick GMC): Fuel system intake hoses and outlet air duct worn/brittle – dealer offering only 50% coverage You can observe how your team neglected to acknowledge my Powertrain Plus warranty. Notably, Vann York would not have provided these services complimentary. My warranty was utilized, and General Manager Eric and Used Car Sales Manager Jeremiah previously informed me during several conversations that the necessary repairs would be covered under my warranty. This was after we disputed the issues of me paying for damages when I had just purchased the vehicle warranty and had been reporting the problems with it ever since. You can also see how your team failed to mention the 50% discount, indicating a lack of trustworthiness in their offer of a goodwill contribution of 50% toward the cost of the repairs. Your team was unable to publicly post the contribution, only doing so when I involved the Attorney General and BBB, which reflects poorly on how your team handles business towards customers. Your own service notes (ROs 633381, 635428, 637253, 641095, 641437, 645461, 647878, 648781, and 461289) confirm the repeated nature of these defects but I need to take responsibility?? Since purchase, this car has been unreliable, unsafe, and unavailable for normal use. The repeated needs for repair indicate that the vehicle was sold with serious pre-existing mechanical defects. Pattern of Warranty Disputes On more than one occasion, your service department attempted to charge me for repairs or diagnostic that were clearly covered under the powertrain warranty. It was only after I refused to pay and insisted that management review the situation that the Used Sales Manager and General Manager acknowledged I did in fact have valid warranty coverage. This practice is unacceptable and further demonstrates bad faith in handling my service needs. Legal Basis 1. Under North Carolina General Statutes § 25-2-314 (Implied Warranty of Merchantability), a vehicle sold by a dealer must be fit for ordinary use. This Buick Encore clearly was not. 2. The Magnuson-Moss Warranty Act (15 U.S.C. § 2301 et seq.) prohibits a dealer from failing to honor warranties or disclaiming implied warranties when repairs have been repeatedly attempted. 3. Under North Carolina General Statutes § 75-1.1 (Unfair and Deceptive Trade Practices Act), it is unlawful to sell a vehicle while concealing known or discoverable defects, or to shift repair responsibility for pre-existing issues onto the buyer. Remedies under this law include treble damages and attorney’s fees. Impact on Me as a Consumer This situation has caused me significant hardship, including: • Ongoing stress and loss of sleep from worrying daily about the safety and reliability of this vehicle. • Transportation costs out of my own pocket when the car has been in the shop for weeks at a time when they had no loaner vehicle to provide. • Loss of confidence in the safety of the Buick Encore, leaving me uncertain every time I drive it. • Financial burden from owning what I believe to be a defective vehicle that should never have been sold in this condition. • Despite my patience and repeated cooperation in returning the vehicle for service and allowing multiple repair attempts, different problems continue to resurface. • Additional frustration and wasted time from having to fight to get warranty coverage honored, when it should have been automatic. • I have repeatedly been told by your service team members that these repairs are due to the “age and mileage” of the car. However, I previously owned a 2012 vehicle for 7 years with far higher age and mileage than this and I know of others who have older age vehicles Buick Encore, and it never required this level of constant repair within a single year. This shows the problems are not ordinary wear-and-tear but evidence of a defective vehicle. Demand I have been more than patient throughout this process, bringing the vehicle back nearly every month since purchase and cooperating with your repair attempts. However, the history of repeated breakdowns, warranty disputes, and failed repairs shows that this situation cannot continue. Given the repeated and unresolved nature of these issues, if another defect arises after your dealership performs this repair, I will not accept responsibility for additional costs where those issues stem from: • Prior service mistakes, • Incomplete or improper repairs, or • Defects that reasonably should have been detected and corrected during the multiple times this vehicle has been in your care at both vann York shops Accordingly, I am requesting that Vann York Toyota and/or Vann York Chevrolet Buick GMC: • Cover 100% of the cost of the current fuel system repair (RO 461289), and • Provide written assurance of continued coverage for related mechanical defects that were present or should have been detected at the time of sale and many of times the vehicle has been at Vann York two different locations for work and repairs and diagnostic test. Resolution Sought: 1. Full repair of all issues at no cost to me, regardless of warranty coverage, due to the ongoing history of unresolved problems. 2. Provision of a loaner vehicle during all repairs. 3. Trade-in or buyback option at fair market value. I’m not sure why you keep on mentioning I’m not in position to trade is very much a lie what I was offer from the GM Eric was to put me in another Buick that was two years older than what I have so I’m not understanding where that statement came from. If a satisfactory resolution is not reached within 10 business days, I will have no choice but to escalate this matter by filing complaints with: • The NC DMV License & Theft Bureau I have already filed a complaint with the Attorney general and BBB. Additionally, I will explore legal action for breach of warranty and unfair/deceptive trade practices, which may subject your dealership to liability for treble damages and attorney’s fees. I hope to resolve this matter amicably and without litigation. Please respond in writing thank you. Sincerely, [Marquis Revels-Patterson]

Bernavel, thanks for the wonderful review. We appreciate you taking the time to leave feedback on your experience purchasing. Knowing that Kelvin, Tess, and Russell were able to demonstrate his professionalism and commitment to your complete satisfaction. I’ll be sure to share this feedback with the entire Vann York Toyota team. We appreciate the recommendations and look forward to working with you again in the near future!

Thank you for allowing TB and the rest of our Vann York Toyota team the opportunity to help you with the recent purchase. TB will be pleased to hear your feedback!

We are happy to hear that we are doing things right for you. Kind, Professional, and helpful is how we like to do business. I’ll be sure to share this with Alejandro!

We greatly appreciate you for choosing to work with our Vann York Toyota team. We are very pleased to hear your experience working with our team was great. We’ll be sure to take your time expectations into consideration!

This is so amazing to hear! Thank you so much for taking the time to share your feedback about your experience. We can’t thank you enough for giving us an opportunity to demonstrate how we do business!

Bruce, our responsibility and dedication are to the families we serve. Thank you for allowing our team to discuss your experience and offer our apologies. Your comments and concerns are taken very seriously; we are pleased to know that your concerns have been addressed. We hope you take the time to revise your review based on our efforts to make things right for you. If you have further questions or concerns, feel free to reach out to us!