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:04/24/2025

  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.

  I bought a 2015 Chevrolet Silverado on Thursday March 6th from **** Hubler with putting $7500 down for the truck left the dealership at around 7:40pm and drove the truck home. On Friday March 7th while driving to work the truck stop on me and **** Hubler had the truck towed back to there shop as they kept the truck for a couple of days and on Thursday March 13th they called me to pick up the truck and Friday March 14th the truck did the same and the truck was right back in the shop the 14th of March. Service Manager **** mention that he needed to order a piece and i told the service that it would not go over 40miles and he stated he didn't know that and that he would have to look more into it. ***** then open a claim with the warranty company as they send out an inspector to check the truck to come find its was the transmission it had metal shaving in the oil also the oil was burned oil, the warranty company denied my claim as pre my contract they don't work with pre exiting, as they warranty company said the transmission was messed up before i bought the truck. I has attached to the report they received this truck on Monday February 24th and on the Insp is shows everything was good with the truck and there wasn't no problem the dealership ** **** didn't want to help with the issue The loan company is willing to have the truck picked up and sale it in a car auction then whip it from my credit but they i had to get with the dealer hop to get my money and they is not willing to do so I have attached document if you have any question lease feel free to give me a call ************ or email ***********************

  Business Response

  Date: 05/02/2025

   

  **** Hubler **************** BBB Response Case of **** *********
  To Whom It May Concern,
  Thank you for the opportunity to respond to Mr. ********** concerns regarding his recent vehicle purchase. We take all customer feedback seriously and would like to provide the following clarification and facts regarding the situation:
  Mr. ********* purchased a 2015 Chevrolet Silverado on March 6th, 2025, and returned shortly thereafter reporting a performance issue. Upon inspection, our certified technician found the vehicle had been driven approximately 110 miles, including at expressway speeds, and was operating in Four-Wheel Drive (4WD). Its important to note that continuous use of 4WD at high speeds is against manufacturer guidelines and may contribute to or cause transmission damage, especially on dry pavement. This condition was not present during Mr. ********** road test prior to purchase, nor was it documented during our initial inspection before the sale.
  As part of his financing with ***************************** (***), Mr. ********* received a Vehicle Service Contract (VSC). We assisted in filing a claim with the warranty provider, and an inspector was dispatched. The inspector observed metal shavings and burnt transmission fluid, indicating failure. However, the warranty provider denied the claim, citing a pre-existing condition based on the customer's statement that the issue had been present since purchase.
  We want to be clear: the vehicle was sold AS-IS due to its age and mileage, which was fully disclosed and signed at time of purchase. However, despite the AS-IS status, our team was actively working on behalf of Mr. ********* with the warranty provider. We believe had the customer remained in cooperation with the claims process, there may have been a different outcome.
  Nonetheless, we remain willing to assist Mr. ***************** coordinating continued support under the terms of his VSC through ***. Our goal is not only to comply with the contract terms but also to find a fair solution when possible.
  We welcome the opportunity to help Mr. ********* navigate any remaining steps with the service contract provider and encourage him to contact us directly so we may move forward productively.

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

  General Manager

  Greg Hubler Ford

   

   

  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.m]

   

  I don't accept the response as I never drove the truck over a 110miles first off that a whole lie they made that up know. I may have drove the truck in 4 wheel high by aaccidentally which I stated to the dealership. I bought the truck on March the 6th at 730pm drove the truck home got at 810pm park got up was to driving work the truck to drive funny I called the sale Jasun who sold me the truck and told what was going he told to bring truck back to have someone look at it okay kept drive then it's stopped on me called Jasun and told him the trucked on me on highway I was get off the highway and they paid for the truck to be towed back to the shop and they looked at it and told it was in 4 wheel high and the wheels locked and I said okay on March 13th I picked the truck and on March 14th it's did the same thing but this time I recorded it and drove it back to the shop and the manager of the said it was a sensor that was needed for the truck and he had to order it and told the manager it won't go over 40miles and then he said he would have to have some come look at the truck and then they open up a claim on March 13th by ***** with the warranty company the dealership called the warranty company back on March 20th and told it was the transmission and that's when the warranty company sent out an inspector to check the truck out then the warranty called me ask when I bought the truck how far I drove it and I told I bought the truck on March 6th and it back down on March 7th and then I got the truck on March 13th and broke down on March 14th doing the same thing on video recording as having from recording from the warranty company when I called while I was at the dealership shop in front the ** and ****** and they told them it not base off what I told them so yea I have ever conversation from the warranty company on recording telling me they should help if not to reach out to the you guys 

  
  Regards,
  
  ****** *********

  
  

  Customer Answer

  Date: 06/13/2025

  Good Morning 

  I would like to inform the BBB team that the matter is now resolved, and that Greg Hubler Fords response is now adequate. **** Hubler has satisfied resolve my problem an would like to drop this complaint with BBB

  Thank you 

  Lajuan 

   

   

• Initial Complaint

  Date:09/11/2024

  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.

  **** Hubler misdiagnosed my car every step of the way. They had me driving on a transmission they didnt put back together. They need to pay for at least half if not all the repairs I had to get at a secondary location.

  Business Response

  Date: 09/23/2024

  I have sent this to our Fixed Operations Manager, **** *****, whom is over the ******* service department. He had thought the issue was resolved. He will be back with me when he learns what transpired.

  Business Response

  Date: 10/03/2024

  I have found all the paperwork for ****** *********.  Please see attached.

  I first want to make a note the factory warranty information:
  

  5 years ****** basic warranty
  

  10 years ******* powertrain warranty

  Whenever a needed repair falls out of those terms, it is then considered customer pay.  However, based on assistance from the dealership we can request goodwill warranty assistance to help the customer.  Which we did this process to get his engine replacement covered.  We also have the option, depending on the issues at hand, I can goodwill a repair or part of a repair that the dealership would cover.  Which we also did for this customer.  Finally, the extra diagnostic charges the customer was charged, I personally refund back to the customer due to the issues at hand. 
  

  Dealership Goodwill - $1930.69
  

  Dealership refunded - $155.34

  Hyundai Warranty Goodwill (was out of factory warranty) - $6032.97

  Based on all the assistance the dealership goodwilled and what we were able to convince ******* to goodwill on the customers behalf I have done all I can do.  If the customer had further troubles, the only way I could have helped would be to get it back into my shop.  I cannot refund the customer for a transaction that didnt even take place here or a charge that he wasnt charged by us.  After the very last repair, the vehicle was test driven and no further concerns were happening at that time.  If the transmission wasnt correctly put back together, the vehicle would not have been able to drive correctly.  Without having my master technician review the vehicle with additional concerns,  Im not able to advise or assist.  I understand the customer was not happy with the services provided, which is why we did everything that we did do for him.
  

  Thank you,
  

   

  **** *****

  Parts Director - Muncie

  Greg Hubler Ford/Quick Lane/*******

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The company at hand gave a misdiagnosis and left off parts that the other repair shop had to call and ask for back. This company had me driving a vehicle they did not put back together! I can provide documentation if needed. Based on a misdiagnosis, continuing issues with the vehicle  since they started repairing it before the ******* mile warranty, not putting it back together properly, they should be liable to help pay for the repairs of the misdiagnosed vehicle that I decided to get repaired elsewhere. 
  
  Regards,
  
  ****** *********
  

• Initial Complaint

  Date:01/07/2024

  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.

  traded my 2017 **** 150 for 2020 **** expedition ************* 13,2023 for $51,422.94 have had nothing but troubles since we bought it.paint chips to be repaired and once they did it actually looked like one of my grandkids did it and when i brought it to ******** attention he agreed and was to get back to me and never did. Found out he no longer worked there and left the turnover is crazy there. ****** the guy that sold it was no longer there either. I was told by ****** it was not done right because the paint guy was not in to fix it. Got it in October when we got back from vacation the catalytic converter was bad, transmission and needed a new hood latch. They replaced all i am not happy they put a used transmission and not a new one. It was in there for a month dropped it off October 15, November 6 and got it back December 5 dropped it back off January 2 with possible transmission/motor problems. Still without it and making high payments on this LEMON.I want FULL REFUND what I paid for this LEMON vehicle including my interest. I am contacting an attorney and will include Attorney fees as well.

  Business Response

  Date: 06/28/2025

  We understand Mrs. ****** frustration and regret the inconvenience. The delays and multiple visits were due in part to following ***** required warranty procedures, specifically ***************** Bulletins TSB ******* and TSB *******, which outline the step-by-step diagnostics and repair process for the transmission concerns reported. All issues, including the paint repair, were addressed, and throughout the process we stood behind the vehicle, honored the manufacturers warranty, and upheld our **** Hubler Promise. We believe the concerns have been resolved and respectfully consider this matter closed.

• Initial Complaint

  Date:01/07/2024

  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.

  In September 2023 My 2016 **** F350 King ***** diesel that I purchased from **** Hubler 14 months prior for $56k died on me and would not start. My husband contacted ** and said he was going to have it towed there, this was a Friday late afternoon, they said okay, but they close at 6pm so we just left the keys in it. We did not hear anything from them until late the next week, after we had called and left several messages. The ( I assume) service manager said I believe the fuel pump needed replaced. This was fine we bought the best extended warranty off of them, and we only need to pay a $100 deductible. So within the next few weeks or so and after wrong parts were ordered they decided it needed a new engine ( less that ******* on a diesel). So since we have a warranty, again we say okay. Time passes, we call and receive little to no response from them (this is my main source of transportation) finally they respond, they ordered a bad engine, they need to get a different one and the said that a mechanic quit and no one else worked on it, so it was just sitting there. They had my truck almost 3 month then they call and say it's done. I go pick it up on Friday morning, they said they accidently broke a break line and had to fix it. I left and almost hit the car in front of me brakes were still broke and the exhaust coming in the cab was so terrible I had to open the windows! We drop it back off Sunday and leave a note with the keys. No contact till Thursday. They say the turbo is leaking and its not covered under warranty and we need to pay $2,600! This was not bad before, we should not be responsible for their bad mechanics. After arguing, they say they will find us another ( I assume comparable) truck. We go in, they want to give us $35k for my truck saying it lost $26kin value in a little over a year and want us to buy a 2022 plain old work truck with almost 80k miles on it for $51k So 4 months later, I feel my truck is held hostage and I will have to pay

  Business Response

  Date: 01/24/2024

  Please see attached.

  Customer Answer

  Date: 02/05/2024

  They have not fulfilled there side of the agreement yet, I am waiting for repairs to be done correctly.  Can you reopen these complaint  

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  They have not fulfilled there side of the agreement yet, I am waiting for repairs to be done correctly. 
  
  Regards,
  
  ******* ************

  
  

  Customer Answer

  Date: 02/22/2024

  We took the truck in yesterday, and they did fix something that was not done properly to reset the check engine light, I would like to drive it for a while to make sure the problem is resolved. They still have not fixed the fumes that come into the cab while sitting idle. We also realized when they made the repairs they had somehow disconnected the the four wheel drive, so that it can be turned on from the inside. This was working before they had it.  So I want these two issues corrected. 

  Customer Answer

  Date: 02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  We took the truck in yesterday, and they did fix something that was not done properly to reset the check engine light, I would like to drive it for a while to make sure the problem is resolved. They still have not fixed the fumes that come into the cab while sitting idle. We also realized when they made the repairs they had somehow disconnected the the four wheel drive, so that it can be turned on from the inside. This was working before they had it.  So I want these two issues corrected. 
  
  Regards,
  
  ******* ************

  
  

  Business Response

  Date: 06/28/2025

  Mrs. ************* 2016 **** F-350 was towed to our dealership in September 2023 in a no-start condition. Upon arrival, the vehicle was inoperable, and as such, system-wide diagnosticssuch as brake or exhaust inspectioncould not be performed until the engine was functioning.
  Our service team followed ****s prescribed diagnostic procedures. A failed low-pressure fuel pump was first identified and replaced under the terms of the customers extended warranty. Upon partial restart, further diagnostics revealed a failure of the high-pressure fuel pump, which had caused internal engine damage due to metal contamination. As required by the warranty administrator, a used engine was sourced and installed, and the repair was approved and completed under the warranty policy.
  At no point were brake components damaged by our technicians. The vehicle arrived disabled, and any brake issue presented post-repair was addressed following warranty protocol. Additionally, an exhaust leak was later identified, which was not covered by either the warranty or used engine supplier. Despite this, Greg Hubler Ford completed those repairs at no charge for labor and discounted the parts significantly as a goodwill gesture.
  Throughout the process, our team communicated warranty timelines and repair updates and offered assistance in exploring other vehicle options to help the customer make an informed decision about their next steps.
  Given the scope of repairs completed, adherence to warranty guidelines, and goodwill accommodations provided, we respectfully consider this matter resolved.

• Initial Complaint

  Date:03/23/2023

  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.

  I dropped my car off at **** Hubler ******* in ********** on 2/15/23. I have been communicating with the dealership who was taking a long time to run diagnostics on the car. Once the test was done they would send the results to the ******* tech line who would take a long time to review it and get back to the dealership. They continued to ask for more and more information and the dealership had done everything they asked without getting an answer. I reached out to ******* customer service and was given a case worker who established communication with the dealership about a week after she told me was going to. Recently, I was told that the tech who was working on my car at the dealership was not a very good tech and was fired for reasons I hate to say so they were forced to backtrack and start over at the beginning of the whole process. Its been over a month since my car has been there and I still do not have any answers on my vehicle.