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:03/18/2025

  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.

  N 09/14/2024 | WENT INTO METRO **** TO PURCHASE A VEHICLE THAT I ALREADY HAD A PRE-APPROVAL FOR. THE DESKING MANAGER NEVER PULLED OR LOOKED UP MY PRE-APPROVAL NOR BASED MY PURCHASE OFF OF MY PRE-APPROVAL. THEY RAN MY CREDIT AGAIN AND I WAS APPROVED VIA EXETER FINANCE WITH NO MONEY DOWN FOR A 2024 **** ESCAPE. INSTEAD OF APPROVING MY INTIAL DEAL FROM ****** THEY TURNED ME AROUND STATING I HAD TO PUT DOWN A LARGER DOWN PAYMENT BUT YET SOLD ME WARRANTY AND ************** ACCORDING TO 15 CODE 1650, 15 USC 1662, 15 USC ******* USC 1662(b), AND TRUTH AND LENDING IN LENDING ACT REGULATION Z. METRO **** VIOLATED MY CONSUMERS RIGHTS BUT INSISTING I MAKE A DOWN PAYMENT AND TURNING ME AROUND DUE TO NOT HAVING THE SUGGESTED DOWN PAYMENT THEY WERE ASKING FOR, THEY ALSO MIXED CASH WITH A CONSUMER CREDIT TRANSACTION BY ADVISING A DOWN PAYMENT. ****** WAS MY SALESPERSON AND HE ADVISED THAT THE MY APPLICATION WITH ****** HAD AN ACQUISITION FEE. AN ACQUISITIAN FEE IS BASICALLY AN OPPORTUNITY FOR THE DEALERSHIP TO MAKE MONEY BY ******** CONSUMERS SUCH AS MYSELF WARRANTY AND ************** THEY ALSO CHARGED. IF FEES FOR THINGS LIKE AN OIL CHANGE AND WHEN I GOT THE VEHICLE IS ONLY HAD 67% OIL LIFE AS CAR WAS REGISTERED TO THE **** APP WHICH SHOWS CARS MAINTENANCE, TIRE PRESSURE, AND ALLOWS CONSUMER TO AUTOMATICALLY START VEHICLE FROM A GREAT DISTANCE. I WOULD LIKE FOR THIS DEALERSHIP TO RETURN MY DOWN PAYMENT, AND HAVE THE EXETER ACCOUNT REMOVED FROM MY CREDIT ***ORT DUE TO THE LIST OF CONSUMER VIOLATIONS THIS DEALERSHIP HAS COMMITTED. I ALSO SPOKE TO A *** AT ****** AND THEY MADE ME AWARE THAT MY APPLICATION WAS APPROVED WITH NO DOWN PAYMENT. SO ON 09/26/2024 I WENT BACK TO METRO **** WITH THE ADVISED DOWN PAYMENT THAT ****** STATED I NEEDED TO HAVE IN ORDER TO DRIVE OFF WITH A VEHICLE. EXETER ACCOUNT NUMBER IS *******

  Business Response

  Date: 03/27/2025

  Dear Ms ******************* hope this message finds you well. I wanted to follow up regarding your recent vehicle purchase. Our *** representative mentioned that we all worked together to get your application approved.
  As per our records, you visited us on 9/21, and at that time, we worked on getting you approved for financing. Unfortunately, we could not get the amount needed for us to move forward with the original vehicle. However, you ended up purchasing the 2022 **** Escape, for which we requested a $2,000 down payment to make the deal possible for all parties.
  You accepted the terms, and we finalized everything on 9/26/2025. We always aim to ensure our customers are satisfied, so if there's anything else we can do to assist you, please don't hesitate to reach out.
  If you noticed that the oil life was only at 67%, we would be more than happy to perform an oil change at no charge.

  
  Thank you for choosing Metro ****, and I look forward to hearing from you if there's anything else we can assist you with.  Even better if you want to stop by and chat with me I will happily try to assist you in any we I can.

  My personal cell

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

  Best regards,
  ****** *******
  GM
  Metro ****

  Customer Answer

  Date: 03/31/2025

  I AM REJECTING THIS BUSINESS RESPONSE BECAUSE: Metro **** is lying. My first day in the dealership I was ready to purchase a vehicle due to already having a pre approval with no money down from their website that also included my estimated monthly payment that they never looked at and was told that I needed more money down I had no other reason to leave my first day in the dealership without a vehicle other than ****** stating that I needed more money down as a down payment. Not only that my payment on their website with fair credit and no money down was $300 less than my current payment. They also would not let my father cosign because he's out of state although he had been approved my first day in the dealership. I even contacted their *** person ***** ******* stating I was going to write a detailed review because although I was told by ***** ******* that my application was complete and approved with $1500 ****** then stated no application was done and everything needed to be done over. I'd been in contact with ***** since 09/14/2024 regarding my application, the vehicle I was interested in, and the entire process. I still have the text messages saved in my phone of our conversation. Suggesting any amount of money as a down payment is a direct violation of 15 US Code 1662, 1662B, and The Truth in Lending Act Regulation Z of my consumer rights by turning me away because I did not have the specific ****** said I needed down to finance a vehicle with them knowing my application was approved with no money down. My second time in the dealership I told them ****** that i know my application was approved with no money down. We walk into dealership he goes to desking manager comes back with my approval from ************** and says I needed to put more money down because of an acquisition fee of about $3500 that he ****** pointed to. The less fees the more money the dealership make, and they saw that opportunity to deliberately violate my consumer rights and sell me something extra like a warranty and gap insurance for their financial gain and forcing me to put down a specific down payment which is also a violation of consumer law 15 US Code 1662, and 1662B. As a creditor/consumer NO CASH should have been mixed with a consumer credit transaction. A finance manager did not go over any of my paperwork or contract during the signing of my vehicle a sales person ****** just said sign here and it will put your signature on all the other pages. I can go on in further detail regarding the violations of my consumer right but at some point the dealership is going to have to stop lying. I also scribble on their pencil because I knew this would come back up and they would make it seem as if the deal was good. No it was not. PLEASE LOOK INTO DEAL JACKET/RECORDS FOR MY VEHICLE AND CONTRACT AS WELL AS ALL THE OTHER PAPERS INCLUDED. (A pencil is a piece of paper the salesperson bring you that states your down payment amount, monthly payment, and if it includes gap and warranty). This was a deceptive transaction that did not go as the dealership claims. My first visit I had $1500 cash but was turned away because ****** stated I needed a $2000 down payment due to an acquisition fee in order to finance a vehicle not the original vehicle I was approved for. If the dealership keeps the recordings from inside the showroom. You will see ****** and myself walk from outside into the dealership, him walk into the desking mangers room, and bring back my approval from ****** and point to the fee that they saw fit for me to pay for by telling me I need to put down more than was needed and selling me an extended warranty and gap insurance which is what my down payment paid for. PLEASE INVESTIGATE FURTHER 
  Complaint: 23083607
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/01/2025

  Unfortunately all the numbers worked prior to us finalizing a contract with any bank are only preliminary estimates until you proceed to finalize everything.    The down payment provided was what was needed in order for the deal to work for all parties.   We would be happy to discuss with you if you need an oil change or if we can help in some other area.  We do want all of our customers to be happy.  Again if you refer to the name and phone number in the first message.  You are more than welcome to call me and stop by so we can at least get an oil change done if you feel it needs it.  As well as discuss anything further.  Also you are not locked into any finance company as you can refinance or payoff the balance with no additional fees. 

  Also if you would like to cancel any aftermarket products like gap or warranty we can do that for you as well.   Your down payment has no impact on whether you decide to purchase warranty, ***, or any aftermarket product.  In which all are cancellable.  

   

  Thanks

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

   

   

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23083607
  
  I am rejecting this response because: my approval from the financing company was no money down and I was turned around due to no having enough money for the deal to work for Metro ***** Metro **** was only satisfied with me putting down $2,000. I was satisfied with the no money down approval. Nothing else would satisfy me with this transaction until I have my down payment back. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/16/2025

  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.

  On 21OCT24 I purchased a 2021 vehicle with ****** miles on it.The price quoted was $29,995.Close to two weeks later, I obtained the original window sticker and saw that the original price was $26,660.Then I found out through an ******* aporaisal that the DEALER RETAIL price for this vehicle should have been $25,018, hence I was OVERCHARGED by $4,977, which amounts to a theft and whatever term would apply.I sought assistance from the **** corporate office and they have the nerve of distancing themselves from complaints by informung that their franchises are "INDEPENDENTLY OWNED" businesses, while these display their logo, giving the impression that the customer is interacting WITH ****, period, and complaints to *********. "Customer Relations" are simply registered as feed-back.I was blatantly taken advantage of in my naivet, believing that I was interacting with a reputable business and not a thieves' cave.I believe that I am entitled to a reimbursement of said $4,977.When somebody approaches whomever is sitting in the sales manager's office, he is looked upon like an intruder or beggar, coldly asked "Can I help you?" by somebody sitting there like a lump on a log who doesn't even get up or invite him to come in -I should have taken this as a warning from the beginning.When I asked about this price discrepancy, I was given a bald-faced reply of "market value". In fact, on the dash-board of a new vehicle I saw a paper stating a $10,000 mark-up over the sticker price.I can also provide an image of said window sticker but only know how to upload it to an e-mail address and would gladly do so.

  Business Response

  Date: 01/17/2025

  Mr ******
  

  Thank you for sharing your concern and reaching out.  We pride ourselves in taking care of all of our Metro Ford customers as we have been accredited for many years.  
  As far as Edmunds retail pricing.  ******* is just a guide.  Every vehicle is different in condition as well as options and mileage and what one dealer thinks an appraisal should be compared to another dealers is just speculation at best. 
  The sale price is what you had negotiated when you arrived here of $29,995, Which was below the original price marked on the back window.
  We would like to still try and keep you Metro Ford customer !  Is there anything else we can do to help. 
  Warranty at our cost for your Bronco?
  Discount on any labor needs for a certain period of time ?
  We are open to realistic options to try and keep you happy.
  Again,  were sorry you were not approached as you thought you should have been when you first arrived with your concerns and/or questions.
  
  Contact me anytime

  Please don't hesitate to reach out Mr ******************* *******
  

  General Manager. Personal phone ************
  

  
  

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22820250
  
  I am rejecting this response because:

  I will not contest the argument about *******. I did not "negotiate" the price of the vehicle -the price was GIVEN to me.

  Said price, as I found out, was a bald-faced OVERCHARGE by $3,335 over the ORIGINAL, NEW price of $26,660 as it appears on the NEW VEHICLE WINDOW STICKER. This amounts to robbery, having taken advantage of a trusting customer like a total idiot.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/21/2025

  Unfortunately over the last four or so years as there has been a huge reduction in the available new vehicles in inventory.  Prices throughout the country have been selling way over original new car window stickers in most cases and have been fluctuating greatly.  This was due to supply and demand.  The current MSRP for a new Bronco Sport like yours is just under $34000.00.  Inflation has really been making vehicles fluctuate in prices.  The original Price on your Bronco Sport MSRP was $28,315 in 2021.  In 2021 they were selling in most cases well over MSRP.  

   

  Again I had left my contact phone number in the previous response. I will leave it again.  Please give me call if you would like.  Or stop in and see me as you are right around the corner.  Maybe I can help out with some complimentary oil changes or other automotive needs at a huge discount.  We ultimately want you to be satisficed

  Thanks

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

  General Manager

  ************.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22820250
  
  I am rejecting this response because:

  I respectfully stand corrected, upon closer examination of the original window sticker of the vehicle: I had failed to take into account the ********** of options and the $1,495 fot destination/delivery, which totals $28,315 as stated; this amounts to $1,680 over the NEW vehicle price, which still is an outrageous, unjustifiable overcharge that should be reimbursed to me.

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

• Initial Complaint

  Date:06/26/2024

  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.

  Paid for diagnostic services.was told needed a battery. Car ok for a while. Had get towed 2 additional times. Sometimes need jump start. Before I got new battery the car jumped almost instantly. After it took longer to jump. Couldn't understand that.. Road service asked if the alternator was checked told them **** did diagnostic. Prior to incident took to **** because doors lock can't use fob or keys.and still does sometimes. Spoke with someone today about it. He said checked car and didn't find any problem. The service is no good at all. Would never recommend their service to anyone for anything.

  Business Response

  Date: 07/22/2024

  To whom it may concern. 
  

  Unfortunately there is a charge for diagnostics. If theres something else they would like us to look at I would be more than happy to. Wed like to make sure all our customers are happy. Please contact me at the dealership and I will do the best I can to help out, ************

   

  ***************************  

• Initial Complaint

  Date:12/03/2022

  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.

  2017 **** Escape- I took my vehicle for service on OCTOBER the 17TH 2022, I specifically took it ONLY for a transmission issue I was experiencing (when driving, it lags to accelerate & won't go above 2nd gear, makes clunk noise when shifting from D to Reverse) I pointed that out, especially to the girl (*******************************) who was working the service side. After explaining the issue to her, she said that they'll reach out to me when the vehicle gets looked at - her exact words were "our only trained trans tech" so I decided to leave my truck. Later that day I was expecting a call from the service ***** which never happened, I called the next ******* was told that the vehicle hasn't even been looked at. So technically speaking my car sat there a whole day & a half w/o being checked, which was ridiculous, decided to give them a chance so I waited, AGAIN. I didn't get any calls or at least an update until maybe the 3rd week which was already November 4th. Spoke to *********** told me that the tech mentioned I may need to replace the turbocharger assembly I was already looking at over $1200 so I said yes to that repair because I rely on my car & want it back already, they had it for so long. I get a call while they're in the middle of the turbocharger being replaced that now I need a shutter assembly which i don't see why I even need it to be fixed if it wasn't what i took my truck in for to begin with (again all these things mentioned above has nothing to do with my transmission) now my bill is over $4k a month and a half later almost going on 2mnths now-of them telling me back & forth they're "repairing" my truck or "test driving it" I got called to pick up NOVEMBER 21st took my paperwork, car seemed OK from dealer to back home (5mi away) next day my truck did the same thing AGAIN, not accelerating & clunk noise after shifting to reverse. Took car back 11/23 & still haven't resolved my issue but took my $4k for stuff i didn't need &didn't even fix my trans problem.

  Business Response

  Date: 12/05/2022

  Ms ******************** came in on Oct 17, 222 as she stated. 
  
  
  She was advised that based on her description the transmission tech would need to check it out.
  
  
  After the initial diagnosis it was determined that there were no codes for a transmission concern.
  
  
  The hesitation and lack of power concern were due to the turbocharger not functioning properly.
  
  
  It was also determined that the active grille shutters were broken due to the front end being damaged.
  
  
  The damage required the vehicle to be sent to a body shop to pull the front reinforcement straight so that the shutters could be replaced.
  
  
  The shutters function is to help regulate the engine temperature. This is critical to the overall engine and turbo operation. That is why they were replaced.
  
  
  The turbocharger was replaced due to lack of power. When the turbo does not operate properly a lack of power will be felt. Hesitation being the most common symptom as well as a check engine light coming on.
  
  
  ************* brought the vehicle back on Nov 23,2022 with a symptom of hesitation on acceleration.  Initially there were no codes present.
  
  
  After an extensive road test, a transmission malfunction light came on. An initial diagnosis was made and it was determined  that there is a
  
  
  transmission concern that is internal to the transmission. These codes were never present during the original repairs. They were not evident when the vehicle was 
  
  
  returned for service the second time. The transmission fault light only came on after an extended road test.
  
  
  ************* declined to have any additional diagnostics done at this time. Although similar symptoms, the repairs are unrelated.
  
  
  
  
  She picked her vehicle up on 12/5/2022. There were no additional charges to her at that time.
  
  
  
  
  
  
  
  --
  *************************
  Service Director 
  Metro **** Sales and Service
   773*776*7600

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18519477
  
  I am rejecting this response because:

  Honestly speaking, my vehicle didnt need to have a code present for me or their trained trans tech to know that my vehicles transmission is failing. If that was the only reason why I took my vehicle in for service, nothing else. And the reason as to why I declined to be charged again to have another diagnostics done by them, was because I was going to get charged for it which I dont see why I should have because the mistake was on their end & their techs for not diagnosing correctly and not fully inspecting the trans issue, I already paid for their diagnostics the first time I dropped my vehicle off which they shouldve noticed right off the bat about the trans, I was charged over $4K for repairs that I thought the dealership fixed but didnt fix because the things I was charged for were for repairs I did not need at the time. Their trained techs shouldve fully inspected and diagnose the trans issue from the beginning instead of finding more ways to collect money from me. I was basically robbed off my $4000, because my truck is still running the same with the same issue. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/08/2022

  Unfortunately at the time it only threw codes for issues regarding the turbo charger and active grill shudder.   We have no way to know when the vehicle will then throw a different code.   Weather it be 50 miles or ****s of miles later.  However we would be more than happy to diagnose at no charge and if if need be cover the labor for the repairs.  We will help the best we can.  Please contact ********** our Service Director.  He is very nice and will get you taken care of.  

   

   

  Thanks

   

  ******