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:07/23/2022

  Type:Customer Service 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.

  In May of 2021 my 2018 Ford EcoSport stopped working and to find out the engine went out. I was then told from the dealership and ford it would cost $10,500 approximately. I told the lien holder/lender and they stopped the payments. As I was hesitant on my vehicle and was thinking of a lawsuit **** then got upset as I did not originally agree to splitting the cost with ford and my car bill, in spite she sent a certified letter of repossession for my vehicle. We then agreed on fixing it and giving the car back. **** even emailed me saying she messed up on who had my car as I had rings, property and keys along with work clothes and even in the end when I was working and couldn't respond to phone calls and working 6 days a week my car was taken and not a 15 day window to redeem it or get my property. I put down $8,000 and there was at least 2,500 worth of my clothes, rings, etc in my vehicle which was at the dealership and neither party would work around my schedule and I never got an invoice for how much my property was, plus I had baby pictures in there as well just thrown out. So there process is incorrect and they've been served with two letter of demands and refuse. I wasn't $10,500 back within 72 hours or a lawsuit
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Contact Name and Title: ****************
  Contact Phone: **********
  Contact Email: **************************
  *********** left his vehicle abandoned at Salinas Valley Ford when he was told the amount of the repairs that would be needed. As the lienholder on the vehicle, I got involved once Salinas Valley Ford contacted me to inform me they were going to file a lien against the vehicle for unpaid repairs and storage. I advised them that I would legally repossess the vehicle and pay them the amount due. I mailed via certified mail, the required "Notice of Intent", which was received by************. I later coordinated, through Salinas Valley Ford, to have Ford Motor Company pay for 1/2 of the repairs on the vehicle and agreed to add the remaining 1/2 of the cost of repairs to************'s existing loan with Long Valley Leasing & Financial Services. ************ agreed to this arrangement with confirmation through email. Once the repairs were complete, Long Valley paid Salinas Valley Ford for the remaining balance, after Ford Motor Company's payment was received. I added the balance paid by Long Valley to the existing payoff of************'s loan and sent him a new loan electronically for him to sign. ************ never signed and returned the new contract. We tried contacting************ via phone and email, but he would not respond. After ample time was given for his response or signing of the contract, I emailed************ and informed him that due to his lack of contact with us, the car was going to be sold and the proceeds received would be applied to his loan.
  During the entire time the car was located at Salinas Valley Ford,************ never set an appointment to retrieve his personal belongings, even though he was contacted by Salinas Valley Ford, Ford Motor Company, and Long Valley Leasing & Financial Services asking for his response.
  We can provide a very extensive account of emails and phone call attempts to reach************. We keep records through the electronic notes on his account, along with email exchanges. We also have returned mail from the only address he provided, which were attempts to get him to respond to us so we could help him get his car back.
  By his own admission, he is hard to reach, and we exhausted every avenue available to us (with documentation to support this statement) to help him with the repairs, the loan, and the retrieval of his personal belongings. We have no fault in this case.