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:05/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Saturday 05/16/2025 I dropped my 2018 F-150 off for rear brake service at Wade ford service center at ************************* . I picked my truck up on Monday 05/19/2025. When I arrived I checked in with my service advisor Summer. I paid $253.33 for the service. I was told to wait out back and my truck would be out soon. After minutes of waiting the car ******* informed me that he could not find my truck key. I remained outside waiting until the service center manager **** approached me to apologize and inform me that my truck key was not on the property, and had been taken home by an employee. **** then said he could make me a new key, so I reluctantly agreed to wait. Time passed and **** approached me again with the disappointing news that a new key could not be made and my truck key would not be available within a decent time frame. **** did not voluntarily offer any compensation, I had to bring it to his attention. Once I brought up compensation to **** he offered a temporary vehicle and $100 reimbursement. I turned down the temporary vehicle, because I needed my truck and not a borrowed vehicle. **** let me know that my vehicle would be bought to me no later then 1:30 pm and a check of $100.00 would be mailed to me. My truck finally arrived to me at 1:00pm, with out any coverings on my seats or floor mat. . I was inconvenienced from the time of picking up my truck to having to wait for my truck to be delivered. Dealerships are supposed to be top service for your vehicles and yet I experienced such poor service.

• Initial Complaint

  Date:03/06/2025

  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.

  My son and I went in to purchase a used vehicle. For over an hour, we negotiated a deal with the dealership over the terms of purchase. We all finally came to an agreement on: - Loan percentage rate, term, warranty included, and total monthly payment price.The financier took us to his computer and showed us everything punched into his computer as stated. These terms were also written on a piece of paper with the vehicle information. This was witnessed by four people. He asked us if this agreement would work. We said yes. All four of us shook hands on it. He then began processing the paperwork accordingly. We signed several documents. We transferred a $9000 down payment on this deal. AND THEN...Very shortly after the money transfer on the proposed and negotiated terms, he said he made a mistake. After he had shown us the whole deal on the computer. He was now proposing changing the deal to a 72 month loan instead of 60 month. This would be over a $2000 increase in total cost and a significant increase in the monthly payment. He said he WOULD NOT honor the written proposal. Or the verbal proposal. Or the proposal that we all shook hands on. Or the proposal that money had been transferred on. After he had our down payment in the bank.He would not honor his word. He would not honor his writing. He would not honor his handshake. He would not honor the reason the money changed ******** the end, they removed the 48k warranty, that they promised would be included, to get the monthly payment back to a range we could afford. My son was in great need of a vehicle and so we did sign the, now altered agreement to get into the vehicle, without the promised warranty. I have never before made a payment on an agreement that was then changed mid-way through the process.We have reached out on several occasions asking them to resolve the issue and honor the offered warranty and they have not responded with any resolution at all.

• Initial Complaint

  Date:07/17/2024

  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.

  Truck was making a roaring noise thought to be exhaust related. Although truck had been driven a while with the noise, with no loss of power, **** indicated I needed new turbos. Less than 2K miles/12 mos. later, I experienced a loss of power, turbo boost gauge bottomed out, & check engine light illuminating. Vehicle was towed to another Ford dealer nearest to where the breakdown occurred due to the 24 month unlimited mileage ************* warranty. Issue was diagnosed & repaired. Determined to be an inlet pipe, a component of the work completed by ****. While I appreciate that I had the warranty and it was a relatively easy repair that could be done relatively quickly, it certainly raised my curiosity as to why a inlet pipe failure rendered my truck undriveable, yet I needed new turbos, the most expensive components of the system, when the truck remained drivable when I drove it to **** for diagnosis. The dealership providing the warranty repair could not provide an explanation for the need, either. After simply experiencing an inlet pipe failure shutting the truck down , I question the need for new turbos when the truck remained driveable, no loss of power, no check engine light on. I never checked the turbo boost gauge since power loss wasnt experienced. **** performed other work on my truck & only $9014.88 was directly related to the turbo system repair. Since I essentially ate the steak, Im not convinced that it was mealtime nor did I need he most expensive steak on the menu. As a result, I respectfully request that **** share one half in the cost what is believed to be an unnecessary repair for overselling what was truly needed. The dealership was undergoing a buyout at the time and I believe my service advisor/tech were overzealous in an effort to impress the new ownership. Im looking for a reimbursement of $4507.06 (1/2 of turbo related cost) This allows compensation for whatever work was necessary in order to silence the noise I heard.

  Business Response

  Date: 07/26/2024

  The roaring noise that was heard through the exhaust was the early stages of the bearings in the turbo that were failing. The turbos would still work at this point and push air through the system into the cylinders as required for the engine to run. The noise at that time would not cause the check engine light to come on or the boost gauge to bottom out. As more miles are driven or if the truck ran and idled a lot eventually the bearing noise would get worse, and the bearings would eventually fail. When this happens the impeller stops turning and does not push air into the cylinders which would cause the check engine light to come on, the boost gauge would bottom out, and the engine would shut off.

  
  You ask why a simple inlet pipe failure can cause your truck to shut off. As stated in my previous response, you must have air for the engine to run. The inlet tube is a tube that carries pressurized air from the charge air cooler into the intake manifold. If the inlet tube comes off or fails, then there will not be enough air getting into the cylinders for the engine to run. This can and will cause the check engine light to illuminate,the boost pressure gauge will bottom out, and the engine may stall.

  
  The truck came into Wade Ford and got repaired by replacing the turbos. The concern (roaring noise) was verified, diagnosed, and repaired by a **** certified senior master technician. Not one time in 12 months was the truck brought back to Wade Ford for the same roaring noise in the exhaust. The failed component was replaced, and the issue resolved. At this time Wade Ford will not be participating in any refund.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22002890
  
  I am rejecting this response because:
  
  While my unbiased mechanic sources say that this could be the issue,  or not.  After being a customer since the mid 90s, I no longer have trust in ****.  I was told my repair would take 2 weeks, it took 2 months.  I asked for the old parts be returned to me for inspection, with me keeping the parts not having a core charge.  The parts conveniently disappeared, which adds to the suspicion of the cause for turbo replacement and no ability to confirm anything.   After the truck was picked up, I later found loose parts in the back floorboard that were not reassembled, and the seat covers and truck were filthy, presumably from removing the back seat for body bushing/bolt replacement.  I returned the vehicle for resolution.  Later, while driving at high speeds, I encountered a high pitch sound.  Returned for resolution. The service advisor asked if the tech could drive my truck home to try to replicate the issue. It was attributed to an air pocket in a secondary cooling system.  About four months later, I received a fine from the Georgia Road and ************** for two incidents of driving in the ************ without a Peach Pass.  The tech incurred this fine, but I was not made aware in advance that I might be receiving a fine. While **** eventually reimbursed me for the fine, it took another return trip to **** to collect payment but it took nearly a month and was like pulling teeth. I did not request a loaner vehicle, which in hindsight, might have reduced the delivery turnaround time. I guess we find ourselves in a he said/he said situation, absent the removed parts in question

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

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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've been trying to contact the dealership regarding my vehicle registration. A month ago I purchased my vehicle and my temporary registration is about to expire. I called the Lithia help line and the **** help line. The **** help line representative informed me Wade Ford was difficult to deal with and he could not get them to contact anyone that would be helpful and apologized for not being able to help me. Lithia has not responded all day. The **** Form Manager has not responded to my texts.

  Business Response

  Date: 06/26/2024

  Good Morning, I have verified the tag transfer was completed on June 20th.  I reached out to the customer and left a message for him he can now put the plate on his vehicle and look for the registration by main in about 10 days.

  Thank you,

   

  Wade Ford

  Customer Answer

  Date: 06/27/2024

  The tag that was being transferred off my original vehicle expired 6/10 and without an updated sticker or registration paperwork I have no evidence that this tag is active other than this email. I'm not an expert but I'm not sure ******* or Georgia authorities would except your email as proof of registration. I've not received a letter, email or text from ******* that my registration has been processed, just this response. When I have the necessary paperwork in hand, I'll consider the issue closed. 

• Initial Complaint

  Date:01/21/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 found an F-150 that reminded me of a King ***** I used to have and enjoy. I messaged the salesman to verify the truck was there. He verified that the truck was there and shared that it is a Certified preowned covered by the blue advantage program. When I showed up, they told me that the truck didn't have a warranty per se, but that there were no issues with the truck. If issues did arise, they would help me out and take care of it. This was 14DEC2023. The first problem was the infotainment screen went out. Their version of helping me was sending me a screen shot of a forum showing me how to fix it myself. Today, 20JAN2024, the truck left me walking. This costed me a tow truck and a ride home. The resolution I am looking for is simple. I would prefer for the dealership to honor the warranty they promised me and are failing to provide that would include the screen and the issues that showed up today. Conversely, I would like for them to refund my purchase and take the truck back.

  Business Response

  Date: 01/29/2024

   Complaint was already responded to on Wednesday, January 24, 2024 

   

   

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21175516
  
  I am rejecting this response due to the agreement not being fulfilled.  The dealership offered to cover the expenses incurred from the situation and I accepted.  I have not received reimbursement for this nor has the dealership replied to the texts regarding this.  I have asked for details and the manager has not responded.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/07/2024

  ***********************************

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21175516
  
  I am rejecting this response because: I don't know who that is.  I still haven't received the promised compensation.  I'm looking for the dealership to do what they said they will do.  Do I now have a warranty?  Are they going to send the check to cover the expenses?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My vehicle was towed to Wade Ford because it was running sluggish and the engine light had came on. It took over a week for the diagnosis to be completed and I was told (no paperwork) that I had bad coils. It was explained to me that the coils were covered under the warranty but a $100 deductible needed to be paid when completed. So it took approximately about 2 weeks to complete but when I picked the car up I was charged for a $599 tune up that I didn't authorize so I was looking at a $699 bill. I ended up paying $300. 2 days later While on the freeway I experienced white smoke whenever I accelerated so I took the car back to the dealership. They wanted me to pay $260 for a diagnostic test and I was told that I would have to pay for diagnosis and the work performed. I shouldn't have to pay for a diagnosis nor the problem. The white smoke was not present when the car was dropped off the 1st time. I was wasn't given any itemized receipt of any completed work just what was paid on the 1st visit. My visit was very stressful from the first visit not including lost wages from work and being mistreated as a customer. This experience has been horrible and discredited the value of ************ for me as a consumer of their product. Very uncomfortable.Please advise and assist

• Initial Complaint

  Date:11/30/2023

  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.

  On December 15th of 2022, my 3 month old Mustang Mach-e was hit in traffic, by a student driver. I had it taken to the dealership I had recently purchased it from, Wade Ford, for repair. The repair, in total, took 11 months, resulting in numerous incurred costs and inconveniences, beyond what the driver's insurance company is expected to cover. They stated that the repair should be done likely by March, initially, but quickly got extended out, after a door jam was noted to need replacing and took 4+ months to obtain, due to 'supply chain issues'. During that time frame, I was told numerous times that my car would 'be going into paint at the end of the week and would be ready next Monday.' I would then take off work and plan to return the rental but then never would hear anything. Ultimately, my car was still in pieces on the ground, not ever put back together, driven around, or even turned on. I have voicemails of these estimated pick up times, stating it would be ready 'next week'. and At that time, my car was 'put back together and finally moved around', earlier this summer, and they realized that the suspension also needed repair and that piece was reportedly ordered. Ultimately, that reportedly also took over three months to obtain. Ultimately, after 11 months of my car being in repair, not being able to get in touch with anyone at the dealership for about four months on it's progress, I reached out to my sales rep there. He notified me the car would be 'delivered and ready for pick up in a few weeks.' I later found out that the body shop at that location had closed over 4 months ago, requiring my car to be taken to a third party collision repair shop. I was also able to access my car's computer records, which notes that it wasn't even turned on until September. I also received the car back with numerous things still not working properly - such as the door and lift gate jamming and breaks locking up. The company refuses to take ownership.

  Business Response

  Date: 12/04/2023

  
  
  
  December 4, 2023
  
  
                                                                                                  Complaint ID ********
  
  
  
  
  Response:
  
  *********************************, our service manager has reached out the **************** on 12/4/23 regarding the issues pertaining to her vehicle. Giving **************** the opportunity to explain the issues with the body shop service and the items that are still inoperable 1. Brakes locking 2. ********************. Driver door jamming ************************ has offered to pick up the vehicle and provide a loaner vehicle to correct the situations. The customer has agreed to the process and ************************ will reach out in two to three days to make the arrangements.
  
  
  Respectfully,
  
  ***********************************
  ***********************************
  Wade Ford
  General Manager
  

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20940412
  
  I am rejecting this response because:
  While ****** has been very kind in trying to resolve the issues that persist with my car, after the prolonged repair, it still does not resolve the large incurred costs to myself, as a result of ***** their delay in being able to obtain their own parts (despite constantly releasing more Mach-es, while unable to repair the ones already sold), poor communication from a body shop that had ultimately closed, and inexcusable unreliability.  While I also appreciate his assistance in attempting to locate my lost items, including important documents and electronics that were in the vehicle, at the time of the accident, it is concerning that this has even occurred.
  

    I was told in April my car was nearly ready for paint and pick up ,within the week, yet records show that the car had not been turned on, put back together, or even partly repaired, at that time. An additional $2500 had to be paid out by the insurance company in September, when my car was actually worked on, at a third party repair shop. An 11 month repair for this limited damage is not solved by hopefully finally doing the job right, once they take my car back for additional repairs. It does not help the ~$16,000 in rental costs, while I shouldve had a loaner, the gas money I suddenly had to spend while my EV was unobtainable, and the nearly $11,000 that was also being paid into my brand new car (at the same time), while it sat nearly untouched  ****s lack of urgency, responsibility, and professionalism should not be my price to pay. It is the responsibility of the company, and their reliable reputation to make this right.  
  

  While I have loved my Mach-e itself, the small amount of time Ive had to enjoy it is out shadowed by the huge costs, long time in repair and subsequent market changes over that YEAR, and large headache this has become.  The car might be great but that means nothing if the company attached to it cannot stand by their product.  
  

  Whether it comes from the dealership level or corporate, it does not matter where the mistakes were made, as it all still falls under the **** name and brand.  With that same affiliation, it also doesnt matter who helps to rectify this issue and make this experience right, so long as the name **** is attached to it.

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

  Business Response

  Date: 12/12/2023

  December 12, 2023
  
  
  Complaint: 20940412
  *********************,
  As we are reverently picking up where the previous shop has failed to adequately assist you in this matter and truly understand and sympathize with you in the delay they have made. We are willing to:
  Repair or replace brakes to factory specifications.
  Repair properly the lift gate and the door (jamming and hesitation)
  Provide you with a loaner vehicle, while repairs are being done.
  We look forward to working with you to rectify this situation.
  
  Respectfully,
  ***********************
  
  ***********************
  General Manager
  Wade Ford, Inc. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20940412
  
  I am rejecting this response because:

  While I understand that the dealership underwent an ownership change, during this prolonged repair, that does not excuse the fact that it is still a **** facility and, as such, directly affects the reputation of ****. I again state that is why it is up to ****, regardless of who owned the individual dealership during this horrendous encounter, to make this right. As a customer of ****, I would expect that the company would accept responsibility for the long list of errors and irresponsible mishandling of my vehicle, and take the necessary financial step to compensate me for the payments on that vehicle, during those 11 months.  That is the only way this is truly rectified, in addition to fixing the car to its expected new condition and returning my lost items and documents. Only inconveniencing me further, without helping to offset the financial burden this has caused me, is not rectifying anything and will do nothing to repair my loyalty or impression of this company and its vehicles going forward. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/02/2023

  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.

  Purchased a gas cap from the **** online store for my 2015 Focus. I added the option to have the part installed by Wade Ford. The website stated that the installation fee was $12. So I completed the purchase and waited until my part came in. Then when I called Wade Ford they told me that the installation fee would be $200 instead. Well, I said that's strange because the website didn't say that. They stated that each dealer has their own installation fee and that the $12 fee I saw on the site was just the lowest amount that it could be. So I said ok I will just install it myself. Which I did. So, there should be no installation fee at all. However, after I picked up my purchase from Wade Ford in mid October, **** still took the $12 fee along with the price of the gas cap. I called them about this two or three days later. The associate stated that he would make sure it was taken care of. After the pending $12.72 posts in 7 business days, it will fall off my account thereafter. Which it did. However, now it is November 2nd and there is ANOTHER pending charge of $12.72 dated for November 1st. I never authorized that. So I need to get an understanding with **** on what the problem is.

  Business Response

  Date: 11/02/2023

   

   

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20814397
  
  I am rejecting this response because: I have an attachment (receipt) from my list of bank transactions that shows a ***** dollar charge made on 11/01/23.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/27/2023

  ***********************************

• Initial Complaint

  Date:03/28/2023

  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.

  Good Afternoon BBB ************ ******* My name is ******************* and I purchased a vehicle: 2018 ***** Ridgeline White RLE vehicle from Wade Ford Used Car Dealership on February 6, 2023, located at *******************************************************************. I was able to drive it home on Febraury 4, 2023 which was on a Saturday. Before leaving Mr. ********************** my salesman went over some minor services Wade Ford completed on the ***** Ridgeline and one of the service job was replacing the brakes. After driving the vehicle home after a few days, I noticed the brakes begin the scrub and make a slight grinding sound. Additionally, I noticed a hesitation in the rpm gauge which caused the truck to stagger or jerk a little while accelerating and reduced my gas mileage. I was not able to get the truck over to Wade Ford immediately due to work and scheduling. However, I the issue began to worsen with the brakes and the *** gauge and the slight jerking which my wife noticed while driving the same vehicle and asked why we are having issues after purchasing this new vehicle. I decided to take the ***** Ridgeline to the ***** Dealership before the rotors become damaged any further. The ***** Dealership diagnosed me brakes and found other issues that needed to be addressed such as the oil differential was very low as well as the brake fluid. ***** provided me with an itemized copy of the issues and the repair cost which I only received the service for the brakes due to not being able to take the truck back to the dealership without having a car to drive to work. I called the dealership and shared with ********************** the gentleman who sold the truck to me and shared with him what I had being experiencing with the truck. He referred me over to ***************************** who is a manager at the Wade Ford Dealership. I shared with ***** what I was experiencing with the truck and asked could I get a reimbursement of the $ 274 I spent on replacing the brakes after they shared with me the brakes were replaced

  Business Response

  Date: 04/06/2023

  Please see attached

• Initial Complaint

  Date:12/19/2022

  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.

  When to Wade Ford to look at EV cars Thursday Dec 15. A car was offered but I told the dealership I would go to my bank (BoA) for a load letter and return the next day. I was assured they were an authorize dealership and would get the best rate from BoA. This assurance was from two different individuals. I asked to speak with the finance manager but that did not happen...instead I was present with a payment breakdown with an 84 month term with no down payment. The stack of documents present were no discussed individually and I had no reason to doubt the finance. Once in the finance office I was required to pay a $3,200 down payment. On adding the car to my insurance I found that they had not financed the car by BoA but their own choice. To the mind of the finance officer, this is not a problem and if I want to use BoA I should go there. His excuse has been that *** does not offer 84 month terms....but he admits he was not told of the need to use BoA so that is irrelevant. I've talk to the General manager twice, (very nice), the finance manager twice, (not so nice and condescending in suggesting this was my problem and I should resolve it). I asked for the Principal Dealer, (owner of the dealership) name and contact information but was not given this. The refund I'm asking for is the down payment of $3,200 that I would not have had to pay if BoA had been used as requested and not having been shown paperwork indicating $0 down payment. I paid the sticker price and I know the dealership can afford to make this right through a refund. I don't want to yelp, leave a ****** review, contact ****************** or move to other options and I don't seek an apology; just the down payment return. I made it very clear to the finance manager I did not expect him to get the money back from the finance company they chose, I expected it from the dealership because of the misrepresentation. The finance manager failed to take my issue seriously or to even understand the points.

  Business Response

  Date: 12/22/2022

  Good afternoon,

   Please see response to complaint from ***************************************

  Thank you

  *********************

  Wade Ford, General Manager

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18612113
  
  I am rejecting this response because:

  ****************** response consists of obfuscation and lies by omission. True the breakdown of financed costs were presented but in the context of an extensive discussion of the desire and need to use **** of America. This was with no less than two persons employed by the dealership.True enough the customer left happy. This is not a great revelation and *************** knows through conversations with me these facts and that that quickly changed when the apparent lies, obfuscations, up-selling and deception was discovered. Subsequently I have discovered that ************ included a Service agreement and Gap agreement apparently to up-sell for the financial gain of the dealership or perhaps end of the year bonus. NO discussion was ever made for the inclusion of these items. I have no idea what a Gap agreement even is. Considering the reviews of the service proffered at the dealership, I might be considered a fool to utilize their ******************* Br. ****** was neither privy to the conversations nor even at the dealership during the time frame of the sell and therefor his explanation is hearsay and nothing more. I am correcting the slight-of-hand financing today. The up-sell of the Service agreement and Gap adds another $4,210 to the insult. ************ was rude, condescending and arrogant, apparently thinking rightly, **************** would have his back. I had no reason to believe that the sale was anything but honest until I discovered the failure to use financing I had an extensive discussion about.And now, the swamp deepens with non-disclosed up-selling. Anyone who says that they explained the two is in short, disingenuous.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 01/11/2023

  Please see attached

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18612113
  
  I am rejecting this response because:

  **************** presents the logical falsify of a straw-man argument.************ may be what he says but saying it does not make it so. There are many examples of long-lived employees who made major mistakes for which others lose confidence. Simply as examples: ************************* and ********************* of Enron. I conjecture as it was the end of hes shift and he neglected his purported usual practice to explain in a cogent and simple way the items he had added without consent. On questioning the use of another finance agency not approved he became arrogant, sullen, angry and disingenuous; apparently immune from error. Again, I had no reason at the time to question the integrity. If it had been a matter of issuing a complaint to ****************** and the BBB several weeks or months later, that would need to be addressed and would lessen the confidence in the complaint as reasonable. It is a fact that this complaint came within 48 hours. I will reiterate, **************** was not at the dealership and has no direct knowledge of the events that transpired. His thoughts are irrelevant and simply hearsay. These facts are relevant and hes characterization of hes view is the matter in dispute; apparently he had some difficulty with logic.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 01/19/2023

   Good afternoon,

   Please see attached. 

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18612113
  
  I am rejecting this response because:

  ******************* response shows the disingenuous nature of his valuing the costumer's concerns from the very beginning. He will not respond again? Did I ever request for him to do so? No, I requested the monies back for the unneeded, unwanted, undisclosed "Service Agreement". That is all I ask for. His responses are based on hearsay, faulty logic and non-sequiturs.
  As he is not willing to correct a wrong, and the BBB has attempted to mediate, I will simply continue with: ******************* Yelp, Goggle, ************ and the Georgia ************************ I've sinse learned that the practice of non-disclosed add-on is prohibited and of interest to this Office.
  Sincerely,
  
  ***********************************