Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:21/05/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in Ontario & purchased a vehicle from City Ford in Edmonton. I have purchased a number of vehicle from out of country & province. I dealt with ****** ******, our communications were done by calls & text message. He sent a # of extra pictures of the vehicle that I requested. My concerns was that vehicle was safety inspected, road worthy to drive back to Ontario. I was assured that every car 12yrs & older in Alberta was required to a special Safety inspection done on it. I asked to make sure the spare tire was in good shape & that the mechanisim that held the tire was free of corrosion. I asked that the fluid all be checked and topped up. I asked if there was any signs that the previous owner had smoked in the car. ****** assured me that the previous owner had not smoked in the car. A deal was made for the truck in an amount of $21000 taxes & fees included. I flew out to Edmonton & picked the car up. Before leaving Edmonton, I went to a ******** **** and picked up a few items & a once over of the truck in the parking lot. Two tires had low air. So I put air in them and gassed up. For the entire trip, I had to put air in those tires every 3hrs. 2nd day in after the dealer deodorize had worn off I could smell cigarettes and my hands smelled from steering wheel. Got home 3.5 days later. Ontario requires all used vehicles to have a safety inspection & pass before being registered. The truck didn’t pass, it had a broken stabilizer link, two worn front wheel bearings, burnt out 3rd brake light. The leaky tires had no punctures, just need new valves & some rust removed from wheel edge. The truck then spent a day getting fumigated with a Ozinator to remove smoke smell. I called ****** & told him all of the above. I told him that I was over $1000 in repairs. He advised that her would taken to the manager & they would cover the costs. Never heard back from ******, emailed the ** *** ******* no response from dealership, when I call I just get put on hold.

  

  Business Response

  Date: 21/05/2024

  I spoke with our customer Mr ********  regarding his 2010 explorer sport trac.   we came to an agreement on what he thought was fair. Mr ******** is now happy with resolution .Thank you for this opportunity to respond here .

   

  Customer Answer

  Date: 22/05/2024

  
  
  

  Thank you for looking after my complaint, can’t believe how quickly everything was filed.

  I received a phone call from the dealership about an hour ago. They were very apologetic and agreed to cover the cost of the repairs I incurred to get the vehicle safety certified in Ontario. This was all I had asked for from the beginning and don’t know why things got to this point.

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Salesman *** was good, we had good conversation. I told him about the identity theft I had been through and that I had spent nearly a year working with ******* to correct my file. I finally had it corrected to where my score was back and has dropped over 20 points from auto dealers shopping my credit around without authorization, and not listening to my direction that they could only access my report from *******. I told him I tried to fix transunion, but they were dragging their feet, so I begun litigation against them and specifically stated that when we go to finance they cannot use transunion. He understood, and when we went to finance, he himself told ***** that it has to be through *******. ***** did not listen to his instruction, and there was only two companies I told him to approach for the loan. I found out today, more than two was approached including one I didn't want. I specifically told ***** as well not to use transunion, and to tell the financiers not to use transunion, but the companies pulled transunion and declined the loan because of wrongful bad information that was still present. This killed the deal. I told them this morning that I want them to go back to all the places they went with my credit tell them that they were not permitted to use transunion, and that they did not tell them, even though they clearly understood that ***** was supposed to tell them. I was wanting to speak to the ******* ******* who became defensive told me that banks have a different system with ******* where they see more. I knew this was a lie, but I contacted ******* anyway, who confirmed to me the banks see the exact same file. She became argumentative I became upset ,raised my voice.I wanted to speak to the ******* ******** ***** ******* ******, but they refused to let me speak to her. Instead the ******* ***** ******* comes on and says "what's your problem?" I said the problem is Ford's problem, he said that's debatable, so I hung up..

  

  Business Response

  Date: 28/02/2024

  ******* ********** came
  to City Ford on February 7, 2024 to purchase a used 2022 Nissan Sentra.
  ********** did not have the cash to pay for it and required financing. He
  instructed us to send his credit application to 2 lenders only and not to a lender
  that pulls ***** *****. He told us not to send it to **, *** nor ***. We sent
  his application to **** and ****** *****. To the best of our knowledge, ****
  and ****** ***** have been using ******* for decades. Recently, without us
  being aware, **** changed to ***** *****. We reached out to **** and they told
  us they are a ********* **** and are not obligated to notify us, it is within
  their legal rights.
  We already asked **** to remove the inquiry and
  they told us the inquiry cannot be removed.
  
  ********** also called yelling and swearing at our
  ******* ******* and told her to send his application to Ford Credit! Our
  manager informed him that Ford Credit only pulls ***** ***** and he called her
  a liar. The only lender that uses *******, that ********** allowed us to submit
  to, declined him.
  
  It should be noted before ********** came to our dealership,
  he had visited other stores within the last 30 days (January 9 to February 2) and
  had 8 other inquiries on ******* alone. And in April 2023 he had 4 other
  inquiries from other stores. He also told us that other stores have not been
  able to secure financing for him. So, we are not alone and not responsible for
  his rental. ********** came to us in a rental vehicle which he told us he had
  already been driving for quite awhile.
  
  ********** repeatedly
  contacted our establishment, displaying highly aggressive behavior
  characterized by profanity-laden language and threats of legal action directed
  towards our *********** ********* ******* *******, and ******* ***** ********
  
  We feel that we have done everything in our power to assist **********. Our goal was to help
  him purchase a vehicle. Based on his information the ****** ***** has declined
  his application. **** is unable to remove their inquiry and we are not
  responsible for his rental. 

  Customer Answer

  Date: 28/02/2024

  
  
  Complaint: 21268977
  
  
  
  I am rejecting this response because: YOU must have the inquiries removed. You were not authorized to utilize. YOU did the inquiry, you are responsible for removing it. You must state you were not authorized to do the inquiry, but did it anyway. I reject your ******** response about being aggressive, someone's fall back when they have done something wrong to try and justify their actions. I will not tolerate anything less that the inquiries being removed. Be adults and accept you violated the law and I am demanding that you remove the inquiries. Had I checked review I would have learned how corrupt this business is and wouldn't have gone near them. As such,I will not let this go away.
  
  
  
  Sincerely,
  
  
  
  ******* **********

  

  Business Response

  Date: 29/02/2024

  We regret that an inquiry was made in error by **** thru ***** *****. Rest assured, we made every effort to facilitate the acquisition of a car loan on your behalf. There are very few lending institutions that use *******.
  Following the initial decline from the first institution, we promptly notified you and diligently pursued alternative avenues at your request. Unfortunately, our subsequent attempt with ****, unaware of their transition away from *******, resulted in an inquiry that cannot be retracted. We have already tried to remove the inquiry and **** flat out said they cannot. Regrettably, given the constraints of automated processes and the inability to force **** and ***** ***** to remove the inquiry, we find ourselves unable to offer any further assistance.

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: 21268977
  
  
  
  I am rejecting this response because: Any inquiries made on your behalf by any institution or yourselves, you are responsible for, and you are misguided. Any instance, especially a credit inquiry that was not authorized must be removed by the party that made it. I have seen nothing in writing that any steps were taken to remove this information.You must have all inquiries made removed immediately, and I must have confirmation this has been done.
  
  
  
  Sincerely,
  
  
  
  ******* **********