Complaints

This profile includes complaints for Essential Ford of Stuart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Essential Ford of Stuart

  4000 SE Federal Hwy Stuart, FL 34997-4908

  
• 

  Essential Ford of Stuart

  5850 Centennial Center Blvd Las Vegas, NV 89149-4570

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:05/27/2025

  Type:Sales and Advertising 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.

  I am writing regarding a Fraudulent Advertising campaign run by Essential Ford of Stuart, *******. Essential Ford is running a lease campaign outside the parameters of ****, this is not uncommon, I have leased vehicles before with non-manufacturer leasing/financing. I inquired about their advertised "$0 Down, $399 a month lease special for a 2025 **** Explorer Active" edition. I spoke with a sales representative named **** *******, who works under ***** ********* and they all report into the general manager; ****** ****** of Essential Ford. After asking several questions about their lease special, I quickly realized that this so called special lease campaign is a total scam; they showed me their lease breakdown which showed no Cap Reduction, Lease Factor or any explanation of their multiple down payment options. It turns out that there is "NO" $0 Down lease program, instead they are asking for a $4,028 down payment to cover "Unexplainable Made-Up Fees" in order to achieve the scam lease of $399 ($429 including taxes) a month for 36 months. I have been leasing vehicles for 35+ years, I have seen a lot of "teaser" deals, many deals which have important details buried in "Fine Print"; however, what Essential Ford is doing is just straight up, blatant FRAUD!

  

  Business Response

  Date: 05/29/2025

  Response to ******************* Allegation of False Advertising

  
  This response addresses Mr. ***** concerns regarding alleged false advertising by Essential Ford. The vehicle in question was advertised at $399 per month with zero down payment. As clearly stated in the advertisement and throughout our website, the advertised price does not include certain additional costs, such as government fees, taxes, tag and title fees,as well as dealership fees. These disclaimers were prominently displayed on the advertisement itself, and on every page of the vehicle inventory.
  

  Attached to this response are copies of the original website advertisement and the vehicle purchase documentation provided to Mr. **** during his visit. These documents clearly itemize the vehicles MSRP, applied savings, and all applicable government and dealership fees. This information was presented to Mr. **** and explained in detail at the time of his visit.
  

  Essential Ford ensures that all advertising practices fully comply with the regulations established by the State of Florida. We stand by the transparency of our pricing and advertising practices.
  If Mr. **** would like further clarification, we would be happy to arrange a meeting with our General Manager to review the documentation and address any questions regarding the pricing breakdown.
  

  Thank you.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23381774
  
  I am rejecting this response because: Essential Ford is so dishonest and corrupt that they have forgotten that "Bait and Switch" tactics are considered a form of "Fraud" and are "Illegal". Advertising "$0 Down" and then presenting me with $4,028" in fees is the definition of false advertising and CLEARLY fraud. This is called an "end-around", they have to obtain a down payment to satisfy their terms with their financing/leasing organization; instead of advertising as such, they present consumers with false advertising and THEN disclose how they are going to "Back Into the Down Payment". Apparently Essential Ford is so shameless and brazen in their tactics, that lying to consumers is not considered out of the norm for this corrupt enterprise. We have consumer protection agencies designed to prevent this type of fraud and illegal false advertising campaigns; I have filed complaints with both the *** and the Florida Attorney Generals Consumer Protection divisions against Essential Ford. In the interim, if you want to have Mr. ****** speak with me; he has my cell phone number, I will be happy to educate him on how NOT to try and cheat potential customers!
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/29/2025

  To reiterate in response to Mr. ***** comments:
  
  Mr. **** appears to misunderstand that "$0 Down" refers specifically to Cap Cost Reduction and does not cover required state and government fees, nor dealership fees associated with the cost of doing business.
  Essential Ford and its management team clearly statedboth in the advertisement and throughout our websitethat the advertised price does not include government fees, taxes, title and tag fees,or dealership fees. These disclaimers were prominently displayed in the advertisement and on every page of the vehicle inventory.
  
  We also provided Mr. **** with a complete breakdown of these costs, as shown in the attached documentation, and thoroughly explained each item to him. At no point was anything deceptive or hiddeneverything was fully disclosed and transparently presented.
  
  Once again, if Mr. **** would like further clarification, we would be happy to arrange a meeting with our General Manager to review the documentation and address any questions he may have regarding the pricing breakdown.
  Please see the attached documents previously presented to Mr. ****************** you.
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23381774
  
  I am rejecting this response because: Essential Ford is a criminal Enterprise - full stop! They mention three fees in their ad; $899 Dealer Documentation fee, Electronic filing fee of $395 and government fees, which in ******* is usually $150 for a plate transfer, taxes are shown in their quote of $429 a month for 36 months ($399+taxes), the rest of their fees; MVWEA Fee, Tire Fee, Acquisition Fee, Battery Fee, Rental Surcharge Fee, +$1,595 Essential Ford Package - these are all non-sense fees/add-on's designed to cheat their customers. All of their fees are non-sense fees but at least they disclosed two fees, alluded to two other fees and made up the rest, again to cheat their customer!
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/10/2025

  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.

  I recently bought a new **** F150 lightning EV pick up truck from this dealership. My main reason for wanting to buy this truck was to use its large battery capacity as a backup power for my home here in *******. **** heavily advertises this trucks capability to do that.They gave me the sticker sheet on each of two vehicles and I chose the one that was slightly less expensive, around $2000, than the other one. The price difference had to do with a self driving capability. I was not particularly into that. When I told the salesman I would take the truck, he told me oh we just sold that one. Now you can only buy them more expensive version. I felt a little bit like there was made and switch, but I took the truck anyway. And paid the extra money. After the deal wassigned off. I asked them to give me the code number so that I could call **** and order the complementary Battery charger that **** heavily promotes.I was then told Oh, we discounted that in the selling price. To get that youll have to pay us another thousand dollars. Just remember it is for a complementary charger and installation that **** heavily advertises. I agreed to pay it at that because I was under pressure to get out of there for another appointment. Nowhere in the deal was a discount shown for the charger. Nor should there have been one because it was supposed to be free from ****. When I went back and confronted them on the subject, the manager looked at me and said oh it was a misunderstanding. Ill let you charge your car for free if you give us a five star review. Since then, all I see over and over again is **** Touting its complementary charger and installation. If I wasnt under such pressure, I wouldve realized that they were tagging me for an extra thousand dollars.The other thing that **** or the dealer doesnt tell consumers is that to use the supercharger you probably need to upgrade your power system at home. My upgrade cost $8000.

  

  Business Response

  Date: 03/13/2025

  Mr. ******* received everything that was promised to him. While he was considering two different lightning models, by the time he made his decision, one of the models had already been sold. During the negotiation stage, Mr. ******* requested all available discounts and also asked for the charger to be included in the deal. Unfortunately, we were unable to accommodate both options. However, **** does offer a $1,000 rebate if you choose not to take the home charger, and this was thoroughly explained to Mr. ******** He ultimately decided to proceed with his original deal, opting out of the $1,000 rebate and taking he charger.

  
  Now, Mr. ******* is requesting both the rebate and the charger. Its important to clarify that the charger is not "complimentary." Mr. ******* was given the option to choose either the rebate or the charger, and even the option to cancel the deal entirely. He chose to move forward with his purchase, despite the changes.

  
  Regarding the installation and setup of the charger at home, it is necessary to hire an electrician to upgrade the electrical system to accommodate the required power for the truck, in case of emergencies. This is similar to adding a generator to your home. All of this was explained to Mr. ******* at the time of purchase.

  
  We would be more than happy for Mr. ******* to return to the dealership to meet with our General Manager, ****** ******. He will review the agreement and go over the **** charger program, along with the required setup.
  Thank you.
  
  This version improves readability and makes the message clearer while maintaining a professional tone.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23044742
  
  I am rejecting this response because:
  

  The response is simply not true or accurate.

  First, regarding the bait and switch of the two vehicles offered. At the time I was there there was nobody else in the showroom.  In any case, I expected them to deny this particular occurrence after the way they treated me about the charger. 
  

  The Complementary Charger and installation is advertised both on the **** website and in many reviews on the product.  It is currently available today on ***** website. Please see the attached.
  

  I only bought the truck for one reason. To act as back up power in my house in ******* in case of a power outage.
  

  I spent several months investigating the options. At the time I bought this truck they were only three available options.

  In addition to the **** lightning I couldve also bought the Tesla cyber truck or the Hummer EV. I had thoroughly researched and driven all three vehicles before I made the purchase. When I walked into essential Ford, I told the salesman that I wanted to buy the truck to use as back up power. That is not possible without use of the complementarycharger Pro.  Ive been happy for customer in the past and decided to stick with the brand.

  I was never told I was being given a discount in lieu of the promised charger and installation. Theres no way I couldve used the truck for its intended purpose if I didnt have the Charger Pro.  After I was up charged, they did send me the code and I was able to call it in and have a charger delivered. I am also able to arrange the installation. I just want my thousand dollars back.
  

  Nowhere on any paperwork was there a listing of extra credit for not taking the charger, which, as I said before, wouldve meant that I couldnt use the truck for back up power at my home.

  All the installations at my home are done by a professional electrician with permits pulled and approved. Im not sure why theyre suggesting otherwise.

  I have bought dozens of cars in my lifetime. Some of them ****s. I have never filed any complaint with the Better Business Bureau in any state for any purchase Ive ever made. I am comfortable financially and dont really have time to be playing games. I filed this report because after thinking about it and seeing the advertisement for the free charger and free install installation over and over again. It just really rubs me the wrong way.

  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 03/13/2025

  In response to Mr. ******** comments, we have attached all the supporting documentation, including the retail worksheet and payment authorization form.

  
  When Mr. ******* visited Essential Ford, he requested that we match another dealerships offer, which included the $1,000 rebate without the charger. The original deal was structured accordingly. As shown in the attached documents, the original deal copy reflects the $1,000 rebate **** offered for not taking the charger. The second signed form indicates that Mr. ******* opted to take the charger instead of the rebate. The third re-signed form shows the $1,000 rebate was removed, as he chose the charger. Additionally, the retail worksheet details that Mr. ******* received $5,405 in discounts and $3,615 in **** rebates.

  
  To clarify, the **** program advertised that customers could either receive a complimentary charger or an additional $1,000 rebate if they chose not to take the charger. Its important to note that the charger provided by **** is designed solely for charging the vehicle and will not power a home. Furthermore, the charger is supplied by *****

  
  Lastly, regarding Mr. ******** claim of a bait and switch, the vehicle in question was traded to ** ****** ****. Attached is the documentation related to the trade-in of that vehicle.
  In conclusion, Essential Ford presented Mr. ******* with all available options for different models, rebates, and incentives, as well as the choice between receiving the ****-provided charger or the rebate. Mr. ******* ultimately opted for the charger.

  
  Thank you.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23044742
  
  I am rejecting this response because:

  In the response from Essential Ford they say that while I was considering the purchase the truck I was looking at it was "sold".

  The invoice they sent showing the truck was sold to ** ****** **** was dated January 23rd, two days before I visited the showroom.  The truck was already sold when they offered the it to me?  Sending the listing for the less expensive truck worked, I drove 20 miles to buy it. So that was either bait and switch or incompetence.

  They also say they could not accommodate "both" options to get ****'s complimentary charger?  I was never given any options.  I have never seen any advertisement from **** that didn't offer the Charger and it's installation for free. If such promotional material exists I'd love ti see it.

  I only bought the truck to use as back top power for my home.  That could not be done without the **** Charger Pro.  I was very clear on this when I walked into the showroom.  

  They say I ultimately decided to "opt out" of the thousand dollar rebate.  In fact, I was forced into giving them another thousand because I had already bought the truck when they decided not to give me the charger.  I was never offered an option to back out of the deal.

  It is really a shame this is ending this way.  I really like the truck and several of my friends are interested in buying one to use as back up power.  After hearing my ordeal with the dealer they will, with out doubt, purchase it from another dealer or purchase a Cybertruck of a Hummer EV m(both of which can be used as back up power.

  At this point I feel they should refund the difference in price between the less expensive model that brought me into their showroom and the extra $1000 that they made repay for the "complimentary charger". 

   

   

   

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/23/2024

  Type:Sales and Advertising 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.

  On 4/5 I took my truck in for 3 concerns and some recalls. When I got there they did a walk around and took pictures of my truck. It had no scratches or dents. I also brought it in for the 3 concerns 1) exhaust rattle 2) discolored coolant. 3) power to my trailer all the time. And a message about the trailer that always pops up. Which I provided a picture of to the service writer They said they couldnt verify any of these complaints. When I picked my truck up both of my front seats had been moved so far forward no one could get in. I sent an email with my concerns and I requested that they send me the photos of my truck that they took. There is no scratch in the door. Also sent them a video of the power at the trailer and a picture of the dent, discolored coolant and a video of the exhaust rattling. I gave them a week to respond no one has. Ive called multiple times and no one will call me back. I also had to pay for a rental car that shouldve been under warranty. I want my truck fixed.

  

  Business Response

  Date: 04/26/2024

   

  To respond to ****************************** compliant, both the ***************** and fixed operations manager, *** invited him to come in so they can sit down and go over all of his claims. ************************** continuously refuses and hung up on the Essential Ford management team. Without him coming in and sitting down and going over all the original paperwork and inspection reports, there is nothing further they can do for him.

  Essential Ford is open to review the complaint, ************************** is not.  He is welcome to call and speak to ****************** or ***, Fixed Ops.

   

  thank you 

   

   

  Customer Answer

  Date: 04/26/2024

  I spoke with the manager *** on 4/25 he told memy truck was not under warranty. I called in the part number to my warranty company and they informed me that my truck is under warranty. When i told the service manager *** this and that they dropped the ball. He said he looked up the wrong part. I explained he couldnt look up any part as the dealership didnt diagnose my truck they told me nothing was wrong with it. Now i have a scratch and dent and still a broken truck. 

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21612668
  
  I am rejecting this response because: I was told by *** that because i already filed a complaint against the dealership  that he didnt want my truck there anymore. I advised him that my complaint & review could come down just as easy as it went up. He told me "Once again i dont want your truck here because you turned us in already"
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/30/2024

  Again, after reviewing all ****************************** comments and meeting with both the ** and the Operations manager, we reached out to him on numerous occasions to invite him to come to the dealership and go over his concerns and all the documented paperwork. ************************** not only hung up on the dealership, he refuses to come in and discuss it. There is nothing further we can do, if he is not willing to meeting and review all the items in question.

  Thank You 

   

   

• Initial Complaint

  Date:09/19/2023

  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.

  Was told my vehicle was cover on the ***** Gold Plan" and agreed to buy the car. Later while signing paperwork found it was only covered by ***** Blue Plan" .Started to walk out of the dealership and was stopped by the door . Looked at the **** Blue plan highlights which in included 90 day warranty and 14 day customer satisfaction guarantee. (2) business days later returned with the vehicle to upgrade the car and found out that Essential Ford does not fully participate in the ***** Blue plan", specifically the 14 day customer satisfaction guarantee as stated on the **** web site and paperwork reviewed at the time of the sale. Was told participation in that part of the plan is dealer optional. They discounted the car trade in value over $2000 and reapplied $899 dealer recon fee for the upgraded vehicle.Should have followed my first instinct and continued out the door, Would have saved myself over 3 thousand dollars if I went to another **** dealer.

  

  Business Response

  Date: 09/20/2023

  *************** purchased a certified vehicle from Essential Ford. The vehicle did have a gold tag on it as stated. This was a mistake on our part. The vehicle was discounted even further due to this oversight with our apologies. **************** was good with this.

  Pertaining to the Blue Certified program. There are many levels to the blue program that a dealership can sign up for. The *** website just shows an overview of them.  Essential Ford, who participates in the blue program, is not registered and does not participate in the 14-day buyback part of the program. This was presented to **************** in the F&I department when he purchased the vehicle. We are more than happy to answer any questions **************** might have and discuss options.

  Feel free to reach out to *********************, Essential Ford GSM,

   

  thank you 

• Initial Complaint

  Date:11/14/2022

  Type:Order 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.

  Note: I have documented proof to back up these allegations. On September 21, 2022, I went into Essential Ford to buy out my lease. I already had financing from my bank and all they did was paperwork, nothing else. I already had the car and there was nothing to do but buy out the lease. I was charges $199 for etching a serial number in my windshield which they did not do. I went back in to confront them on this, and they said they would reimburse me, and they have not yet.I was also charged $899 for a fee, and it states right on the contract in all capital letters DEALER DOES NOT CHARGE A FEE FOR FILING IN OR PREPARING DOCUMENTS RELATED TO THE TRANSACTION. There were other hidden charges, and it was a total scam!The bottom line is that Essential Ford took advantage of me as an older woman (I will be 60 in a few months) and added fraudulent charges to the contract to make more money and steal from me. According to the contract, they were not allowed to charge me for the paperwork, and the paperwork is all they did. My buyout price was $13,833.10, and the final cost of the loan was $16,344.53. The extra charges are unethical, and I hope there is justice and I can be reimbursed for what they stole from me.

  

  Business Response

  Date: 11/22/2022

  Hello,

  We do apologize for the customer feeling this way, but that was not our intention. But to give a briefing of everything.

  The payoff of the lease was $14,125.05 we have provided a copy of the Payoff Authorization that was filled out based on a call to **** Credit and the **** Agents name and Number is on the form that verified the informantion this was provided to the customer and she signed it.

  We have provided a copy of the Purchase Agreement that breaks the fees down, the title fee was $82.85 which we provided a copy of the estimated fees, there is a Electronic Filling fee of $99.25 in order to fill all the title fees and the exchange of lien holders assignment of title is all done electronically so the customer doesn't have to wait at the *** for the whole day and that its all filled with in a timely manner requested by the finance companies. You have sales tax that has to be paid that was collected and forwarded to the state off $939.38 and then you have Documentation fee of $899 that we charge on all deals, documentation fee is something that all dealers charge when selling a vehicle even on a Lease Buyout because technically it is still a purchase process. A lease buyout is a customer buying out the portion of the vehicle that they not yet paid for, and in doing so get to own the vehicle. The Etch product that was on the contract has been canceled and a refund for the $199 plus the sales tax for a total of $211.93 has been sent to USAA which is the lien holder, that amount will be credited to the loan amount. A copy of the check has been attached.

  In conclusion, there was no extra fees charged, these are all standard fees. The Etch product was an optional product and is cancelable item, which has been canceled and refunded. 

  There is no other refunds that are due to Customer. And again we apologize for the customers not fully understanding all the numbers, but if need be she can contact us and we can go over it again. 

  Best Regards,

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18402439
  
  I am rejecting this response because:

  This response is unacceptable to me. The first issue with this is the $199 I was charged (See attached Exhibit B #1). This charge was a 100% scam. **** claims this was an option for me. No, it was not, as the number is already etched in my windshield. They did not even mention this to me. I only found out about it when I got home. It was pure fraud on their part, and they took advantage of me as a woman and older person. Here is an article from AARP verifying that many dealers do this https://www.aarp.org/money/scams-fraud/info-2016/car-buyers-beware-sneaky-costs.html. They thought they would get away with it. The public should be warned about this scam and the business that has no problem trying to get away with it. The Better Business Bureau should not endorse companies that do immoral things like this.
  
  The second issue is that they broke the contract by charging me $899 when it states right on the contract in all capital letters: DEALER DOES NOT CHARGE A FEE FOR FILING IN OR PREPARING DOCUMENTS RELATED TO THE TRANSACTION. This is stated in the same area where they put the fee. (See attached Exhibit B #2 and #3). Note: The Dealer did not do anything extra; the only thing they did was paperwork, so how do they justify this charge? Again, a company with no morals is out to steal from and take advantage of innocent people like myself.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/06/2022

  Hello,

  In our previous reply we provided a copy of the check that was made to USAA for the $199 Etch Fee. That check has been sent to the lienholder (USAA) and refunded.

  Regarding the Documentation Fee, that fee is not refundable. We charge every customer a Doc Fee of $899, which is less than the **************** average of $995.

  I have provided a screen shot from ****** that explain the fee and dollar amount charge.

  I want to say again, we did not sale this customer a car, she purchased her own lease. The purchase price is lease buyout amount and that was sent to **** Credit, sales tax was forward to the state, *** fees were forwarded to the *** and the Documentation Fee of $899 (that was fully disclosed on the purchase order that the customer signed) is a fee that is charged on every deal. And this isn't just a ******* fee every state in the ** has a dealer Doc fee, just the dollar amount is different by state.

  Best Regards

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair 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.

  On 08/03/22 I called Stuart **** and asked it they could get me a replacement radio for my F150. They said YES and quoted me a total price of $406.81. I paid for the radio by credit card over the phone. On 08/10/22 I called the dealership to inquire about the *** for my purchase. They said that it just came in and asked who was going to install it. I answered that I can install it because they are easy to install and I had install one a year ago in this truck that I purchased from a salvage yard. Then they informed me that I needed to turn in my old radio as a core charge. This was the first time that this had been mentioned and I was caught by surprise by this request. I called again on 08/11/22 to inquire about the core fee and was then told that the radio would probably need to be programmed to my truck at an additional fee. I called their service department for that cost. It was quoted to me at $200. I then called their parts department to voice my disapproval of all the extra fees and core charges that I was not informed of, during the purchase of the radio, and asked to cancel the purchase and refund my money. They then informed my that I would be charged a 20% restocking fee. They said this was stated on the invoice, that I never received, and was not informed of at time of my phone purchase. I assumed that I was purchasing a turnkey radio that I just needed to install like I did a year before when I had to replace it. The extra core charge and programming fees were never discussed or even mentioned until I called a week later to check on the *** of the radio. I don't feel the restocking fee is my responsibility due to their negligence to inform me of the extra fees I was going to be incurring with this purchase. I want the full purchase price of $406.81 refunded to my credit card.

  

  Business Response

  Date: 08/26/2022

  hello,

  We are sorry to hear of the customers complaint, but he had talked to 3 different parts employees at the store including the manager that told he he had a core fee and that it needed to be programmed ( which not sure why he would want to keep a broken radio that doesn't work) never the less, those cores we don't keep they get set back to the manufacture. Just like all electronic to a vehicle they always have to be programmed , like a simple thing as the key fob. 

  All this a side customer has disputed the credit card charge with his credit company and we have been debited the amount already so he has received a full refund. Thank you

  Customer Answer

  Date: 08/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************