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:06/17/2023

  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.

  For starters, no complaint with my salesman. Great guy and did everything he could. They do not do an inspection on cars before seeking them. Bought a 2012 Jetta TDI with 80xxx miles from the Used side of the **** lot. Third day (still hadnt burned 1/2 tank of fuel) cv axle falls out on passenger side. Had it towed back to the dealer. Told me a number of times that I signed as is. Had it towed somewhere to replace the missing bolts in the passenger side cv axle and the loose bolts on the drivers side that almost came out as well. Upon inspection I noticed the drivers side had the same problem at a different time and was cheaply fixed with JVWeld. Contacted the manager again and told I signed as is. Now fixing the cheap fix because it leaking fluid everywhere and noticed it put a hole in the side of the transmission roughly 3/8 x 3 long. Also, the car has an emissions light come on that can be replaced via warranty on emissions equipment but only if I replace another part for $1350. I can totally understand if I bought a cheap car I would expect severe problems. For what I paid, I paid for a good commuter car, not a fixer upper. All of the problems I stated would have been seen if they had done a used car inspection when the car was traded in

  Business Response

  Date: 06/21/2023

  To Whom it may ***************** regards to ******************** complaint about the 2012 ********** Jetta TDI he purchased from Andy Mohr Ford on 5/10/23. **************** came in on a freshly traded vehicle that had not been safety inspected. The vehicle was discounted from $13,995 to $11,000 saving the customer a total of $2,995. **************** decided to purchase the vehicle in it's current condition knowing the Jetta was uninspected and sold as-is for $11,000 plus tax and fees. When **************** called in several days after his purchase, demanding Andy Mohr Ford fix his vehicle for free. **************** states he understood the vehicle was just traded for and sold to him in as-is condition, as he also stated in his complaint. Andy Mohr Ford informed him that the vehicle was sold as-is and the store would not be paying for any repairs. However, we did offer to trade him out of the vehicle at his full purchase price of $11,000 for trade or we would unwind his deal all together for a full refund if he was unhappy. **************** knew that he got a great deal on the vehicle and was not interested in a refund or trading the vehicle in on something else. Our offer still stands, if he would like to trade the vehicle or get a full refund, but we will not be paying for repairs on the vehicle sold as-is.

   

  Thanks,

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

• Initial Complaint

  Date:05/30/2023

  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.

  Vehicle was purchased new with what was told to ** was a ************ contract. Vehicle had catastrophic engine failure in Nov 2022. I was told a new motor would be installed, when we picked up the truck a USED motor was installed. This vehicle has been back in the shop multiple times for engine leaks related to replacement, The truck is currently in the shop for over a month unrepaired. It appears dealer is refusing to repair the truck. Vehicle was always serviced by **** dealers since purchased new and most times by this dealer. I feel the new motor I was told I was getting should be installed

  Business Response

  Date: 05/31/2023

  Customer does have a service contract with Century Extended Warranty. The extended Warranty sent a replacement engine to fix customers vehicle back in Nov of 2022. Customer came back in on 2/9/23 for oil leaking, we found oil pan gasket leaking. We replaced the oil pan gasket also covered by customers extended warranty. Customer came back in on 2/28/23 for oil leak concern again and we showed customer with pictures that the engine had no oil leaks at that time. Customer returned 5/3/2023 for engine oil leak and check engine light. Vehicle also needs a coil and spark plugs but the customer wants to address the oil leak first. Customer has also already spoken to his Extended Warranty (Century) and is aware that the engine supplier has been difficult to make contact with in order to get this covered. Nothing has been refused and we are keeping constant contact with customer and Century to get this resolved for the Customer.

  Customer Answer

  Date: 06/02/2023

  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.]
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/11/2023

  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 went into the dealership on Feb. 11 to test drive the Wrangler and Bronco to determine which one I preferred but let the salesman know from the beginning that I wasn't interested in purchasing anything until April. After the test drive, I asked him to keep an eye out for any Cactus Grey Broncos within a very specific, lower end price range. He said he wanted to take a look at what was coming in so we waited to see what he found. He came out and set down a sales sticker for a Cactus Grey Bronco in the price range I wanted that he said would arrive in the next month to month and a half, sometimes they come sooner but he wanted to under promise and over deliver. We could put down $1000 that day to hold the vehicle for us and it would go towards the price of the vehicle. It seemed like a good deal and ***************** is a reputable dealer so we decided to put down the deposit. Fast forward 2 months and the vehicle has not yet arrived and we are closing in on the date we need the vehicle. I have contacted the salesman as well as the store manager and had several discussions. They can't give me a date that the vehicle will arrive and don't even seem to know if it is damaged or what has happened. The sales manager said I could put my money towards another vehicle on the lot but none of the options are comparable to what I put the deposit towards. They are either completely different models or they are way higher in price than what I want to spend. She said that she is not doing a bait and switch but that is what it feels like to me. She said since we signed the form for non-refundable they can just hold onto our money. It doesn't seem right that they can keep my deposit indefinitely for a vehicle that hasn't been delivered in the timeframe originally given. She said it was just an ETA and not a definite date but we would never have put our money down had we known it would not be here by now.

  Business Response

  Date: 04/12/2023

  ****************** and her husband came in looking for a Bronco on Feb 11, 2023. We did not have one at that time sitting on the lot that would work for them. The salesman and I searched incoming available Broncos and reviewed the options with ******************. She picked out a Cactus Grey Bronco Big Bend. I informed her this particular unit was reflecting in transit from the plant. We gave the customer an estimated time of arrival. The customer placed a non refundable deposit to secure the vehicle and prevent another customer from purchasing this unit. The estimated time of arrival has been pushed back by ****, which is why Andy Mohr Ford does not guarantee a delivery date. While ****************** was waiting for the vehicle to arrive, we offered ****************** every available Bronco that has arrived. ****************** was specific on the Cactus Grey color and wanted to stay at the amount originally agreed upon. Per the non-refundable deposit agreement, all customers inquiring on this particular vehicle were turned away as this vehicle has been held for ******************. ****************** reached out to us requesting we give her deposit back. She informed us she wants to use the money at another dealership with a just arrived Bronco. I reviewed her deposit form and that it was non refundable. I did offer to transfer her deposit to any vehicle sitting on the lot, new or used and any make or model. Customer declined to transfer her deposit to another unit. ****************** Bronco is in transit status at the time of this email.

  Customer Answer

  Date: 04/12/2023

  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. 
  
  Some key information was left out of the business response to my complaint.  I was clear from the start on what my preferred price and color were but the color was somewhat negotiablethe price really wasnt.  The alternative options she presented were either completely different makes ***** Edge or Expedition, maybe something else) or Broncos that were thousands over the price I am willing to pay, none of which were acceptable options based on what I was looking for, which was one of the reasons that I put the deposit down in the first place.  When I asked if they could negotiate on price on the more expensive Broncos that they had after it was past the expected arrival date, they said they could give me MSRP which was still $7,000 more than the vehicle I wanted.

  We were advised by our salesman that the vehicle was estimated to arrive within a month to a month and a half.  We were not told that it could be longer than that nor that it could be an indefinite amount of time.  As was stated in the businesss response, the vehicle still shows as in transit, which it has shown since Feb. 11th.  Something is amiss with this vehicle.  The manager, ******, even stated in a phone conversation with me that she is looking for answers as to whether the vehicle has been in an accident but has not gotten confirmation.  She also said this very rarely happens.  
  

  If that is the case and she is as sorry as she said she was over the phone, it seems she should do the right thing in this situation and refund my money. If others are inquiring about the vehicle then they should have no problem with selling the vehicle if it ever actually makes it to their lot, which seems quite doubtful at this point.

  Ultimately, it seems to me that they used this vehicle as bait to get me to commit to purchasing from them and they have continued to try to get me to purchase something less desirable and more expensive, although I was clear about my parameters.  I feel this is a really shady business practice and that they should not be able to keep my money when they did not and still have not gotten the actual vehicle on their lot.
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  Date:01/16/2023

  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 put a deposit for a ********************* March of 2022 of $1000 USD. Was told it was non refundable if the truck arrived and I decided not to buy it. I was told the order banks would open up mid summer and I would be one of the first since I put down a deposit. Well the order didnt get placed until September and the dealer hand wrote on the order price subject to change and could take ***** months. When I asked the salesman he said that was conservative estimate, it would be the spring. Well I need a new vehicle and they cant produce it and couldnt promise it would be in to take advantage of the 6month or 6K miles trade In program if I bought a vehicle with close to the same price. When I decided I cant wait that long I asked for my deposit back.. and they said it was non refundable under no circumstances. I was mislead and lied to about the circumstances of said deposit. I was beyond upset and had to leave before causing a scene. Absolute theft and zero transparency to this day I have no order number or VIN and told them to cancel the order. I was willing to buy but I need a vehicle and the costs keeps climbing. When I called **** Motor Company and reported this bad practice. They said I have to cancel through the dealer. The dealership will be able to sell the vehicle due to the demand. I have been ghosted since the request.

  Business Response

  Date: 01/18/2023

  ******************** came in to the dealership March 3, 2022 to order a new Maverick. ******************** provided us with the options he would like on his new Maverick. We reviewed with ******************** that due to the high demand and limited production of ************************* they are scheduled to begin building orders again in mid to late summer of 2023. To lock in his order, a $1000 non refundable deposit would be required. ******************** agreed to this, provided his card information, signed the credit card authorization form and initialed that it was non refundable. 

  
  The order banks for a new Maverick opened September 19th, 2022. The final order sheet as well as agreement to purchase was sent over to the customer to review and sign if everything was correct. We make every possible effort to be transparent to the customer, so our process is to  have them sign the order sheet acknowledging the options are correct, sign the agreement to purchase sheet, initial that there is a chance ****************** will have a price adjustment before their vehicle is built, and finally initial that we are estimating based on current delivery times, but they are not guaranteed. ******************** signed/initialed all required areas and the final order was submitted to **** September, 19th, 2022. 

  
  On January 7th, 2023, ******************** came in to the dealership and talked with a salesman about cancelling his order and getting his deposit refunded. He didn't like the salesman's response about non refundable deposit, spoke to the New Car Director, same response of non refundable deposit, and then spoke to the General Manager who gave the same non refundable deposit answer. We pulled out the documents to show him his signature where he agreed to the non refundable deposit. ******************** stormed out of here mad. 

  
  We will not be refunding Mr. ********* deposit at this time. We will reach out to ******************** once his ordered ******** arrives. 
  

  
  

  Customer Answer

  Date: 01/19/2023

  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.]
  The dealership can not provide an order number or VIN number. I asked to cancel the order. No response. Also they didnt write in the deposit was non refundable under NO circumstances. I was lied to. This is a bad business practice. From the manger to the sales team.
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/13/2023

  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 January 13, 2023 at 8:58 a.m., I responded to Andy Mohr Ford dealer's ad on Autotrader.com for a 2006 **** E-250 van (VIN *****************, Stock #: T37603A) with more than ******* miles for $2,500. The dealer emailed me at 9:13 a.m. on the same day and confirmed the van was available for sale (within fifteen minutes of my initial inquiry) and offered a test drive. Due to the age of the vehicle, I responded to the dealer via email at 10:26 a.m., and told them I would be sending a mechanic to inspect and drive the vehicle. The dealer agreed via email immediately, and when the inspector called the dealership (within 10 minutes of my $199 inspection payment processing), the inspector set up a same-day appointment with arrival set to within a hour. When the inspector arrived at the dealer at the agreed time, the dealer told the inspector the van was sold. However, I later found out that the dealer advertised this information under false pretenses, because no such van was on their premises at all on the day I was told the van was available for sale and test drive. I'm not sure why the dealer agreed to the inspection appointment, but the inspector charged me $199 that I cannot recover (unless the dealer reimburses me for their deceptive sales practices). It seems like I am a victim of a bait-and-switch tactic. The dealer wanted to lure me to the dealership in order to persuade me not to view the car they falsely listed online. I have complained to the Secretary of State and the Attorney General of ******* related to this. At the time of this complaint, the dealer is still using the same advertisement on Autotrader.com to lure buyers under false pretenses.

  Business Response

  Date: 01/13/2023

  To whom it may concern,
  
  
  *************************** had sent a lead in to our dealership just before 9am today requesting information about an Auto Trader listing. Our internet department answered the customer's questions also asking when they could come check the vehicle out. The customer had an appointment at noon to come check out the vehicle in person with an inspector we cannot hold vehicles and it was sold prior to their arrival of the customer's independent inspector, who showed up at 12:28pm. The dealership is not going to reimburse the customer for an independent inspection that was not brought to our attention until after the customer missed out on purchasing the vehicle.
  
  
  Thanks,

   

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

  Sales Manager

  Andy Mohr Ford

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

  Customer Answer

  Date: 01/17/2023

  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. 
  
  *********************** (named as ***************** Sales Manager) has not addressed the complaint at all. If the vehicle was sold or in the process of being sold within that very short timeframe, why would his team set an inspection appointment with me (another potential buyer)? Why was the AutoTrader listing active long after the time of the supposed sale? Why would his internet salesperson confirm availability of the vehicle long after the time of supposed sale to a different potential buyer (a friend of mine)? Why would the owner of a neighboring business offer the surveillance footage showing the van never entered or left his car lot? And, above all else, why cant the Sales Manager provide a bill of sale proving that the van was sold on that date during that timeframe? I can answer that last question - the answer is simple. Andy Mohr Ford used deceptive sales practices to lure a buyer to their lot for a van that was not on their property at all that day. The dealership staff continued their dishonest practices when they confirmed an inspection appointment for a van that did not exist. The dealership could have informed the inspector over the phone that the van was being sold at that moment. There was no sale. ****************, the van was sold prior to 12:28 p.m., but did ****** forget that his dealership staff confirmed the appointment between 11 a.m. and noon on the same day? I guess when your dealership sells invisible cars for invisible money recorded on invisible documents, the public cannot rely on you to be professional. *********************** is within his right to fail to acknowledge and address my customer concerns, as I am well within my rights to *** the company for the return of my inspection fee and related legal fees, as well as continue to report the business deceptive practices to the appropriate authorities. Im sure a judge will side with me, as Ive already completed a consultation with a reputable attorney who agreed to file on my behalf should the business decide not to refund my $199 inspection fee for the appointment they confirmed for a vehicle that does not exist.
  
  Regards,

  
  
  ***********************;

  
  

• Initial Complaint

  Date:01/10/2023

  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.

  Bought a used 2016 **** Explorer from this dealership on Sept. 20, 2022 for which a manager's cheque in the sum of $24,000 was made available for this purpose. Precisely 5days after purchase, I noticed the air conditioning system with the driver's heated seat were not working; I reached out to the sales person *************************** and he's response was "you declined warranty purchase" then had me referred to the service ***** Just of recent exactly on Friday Dec. 30, 2022 while driving home from work, I heard a funny noise from the vehicle but stopped after sometime. However on Saturday Morning i.e December 31, 2022 while I went to the airport to pick my brother in-law the same noise surfaced and I noticed some oil stain in my garage which I later discovered was the transmission oil. Reached out to the sales person once more and he felt so unconcerned as he responded saying "we advised you purchase an extended warranty which you declined". I contacted the dealership service department and I took the vehicle in for a transmission flush, only to be contacted afterward that the gear is broken. At this point and given the statement of the sales person regarding warranty, I am led to believe that the dealership knew this vehicle was not in perfect condition prior to the sale and I am most certain there were no form of Pre-inspection done on the same as one would have expected of a big dealership like Andy Mohr Ford. I am now being provided with an estimate of about $4,200 to get the vehicle fixed and the sales person ****** could not be bothered about how I feel at this point. Need I say here that I have had several other vehicles bought from other dealerships and not for once did I have any experience near what I am being faced here with Andy Mohr Ford. I felt scammed by this dealership and I here am seeking your assistance to get this issue resolved as I am being treated in an unjust manner due to the fact that I am black and of African origin.

  Business Response

  Date: 01/11/2023

  To Whom It May **************************** receiving this notice I reached out to ****************** to discuss possibilities and options for moving forward. ****************** purchased a 2016 **** Explorer from Andy Mohr Ford on September 20th, 2022 with ****** miles. **** negotiating the deal at the dealership, ****************** decided to remove the warranty protection option for a cheaper purchase price, declining the certified warranty coverage. On December 28th, 2022 he noticed noise from under the vehicle and scheduled an appointment with our service department to have a transmission flush at his expense. On January 6th, 2023 he was told an estimate for possible repairs needed of $4,179.19, the vehicle now has ******. The customer has put ****** miles on the vehicle in less than 3 months. Andy Mohr Ford offered to help on the labor cost of the repairs needed if the customer decides to move forward on them. The vehicle was purchased in as-is condition and Andy Mohr Ford will not be paying for any repairs. 

  
  
  Thanks, 
  
  
  --
  ***********************
  Used Car Manager
  Andy Mohr Ford
  o. ************ 

• Initial Complaint

  Date:10/25/2022

  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.

  Purchased a truck from them and was told it only needed a tune up turns out the motor has a bad lifter and is going to cost almost 6 thousand to replace totally ripped off and lied to by dealership

  Business Response

  Date: 10/27/2022

  I have spoken with ******************** and wwe are going to have his truck looked at in our shop.

  Customer Answer

  Date: 11/02/2022

  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.]
  

  so after taking the truck into ***************** service department just to be told what i already new which was the truck has internal engine problems and will cost several thousand to fix however i did learn that ***************** not only knew about the issue prior to selling it but they also attempted to repair the issue by replacing the *** and MDS module and after that didnt correct the issues they sold it and lied to do so by stating it only needed spark plugs. They have declined to fix it or work a better deal on the price paid for the truck and have advised i can come pick it up whenever id like.  
  Regards,
  
  *****************************

  
  

  Business Response

  Date: 11/07/2022

  To whom it may concern:
  
  
  ******************** purchased a vehicle from our dealership on 10/17/22, the engine light was on when looking at the vehicle. The code was pulled and the customer decided to purchase the vehicle in as-is condition with forms signed, knowing this before taking delivery of the vehicle. 
  
  
  Got in touch with ******************** 10/29/22, got his vehicle towed into service and set him up with a loaner vehicle while we got his vehicle checked out more thoroughly.
  
  
  Andy Mohr Ford offered several options to try and help ********************, to trade the vehicle in for something else and get the ($11,000 full amount paid) towards another vehicle of his choice. Or get him a discounted rate on the repairs needed in our service department if he decided to fix the vehicle. He was not happy with the options, emailed back stating he wants to pick up the vehicle, let him know our cashier would have the keys and he could pick it up whenever he would like.
  
  
  Thanks,

   

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

• Initial Complaint

  Date:10/06/2022

  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.

  Went to get a be home they advertised one price the man knew when I got there I had already had talk to my bank to get funding and literally while I was there they took the price up **** dollars I spoke with ****** after I inquired about the van who told me that yes they just got it in and the only thing it needed to do is be inspected to see if they will warranty it.So once I got there now they know Im going through my bank and I like how it drove we get back and it goes from ***** to ***** plus taxes are higher when I asked them they said they have to do brakes battery and alignment and going to put an 3 month warranty on it. But I could buy it as is for the ***** which no one in their right mind would do that and they was not willing to work in any way. They also want to make you seen that taking your trade and giving you **** is a blessing when that is what they advertise if they wanted to treat your trade as if then they should never off a guarantee trade in price that man really made me feel like ****.Also my nephew worked for a dealership and called me while I was in their to told me they are doing that because you told them you had financing set up and they should honor the price and what ****** told me earlier she didnt mention price changing only if it would be certified. Someone trained and who knows the processs should of said we have not had it inspected when it goes through the price could change or something or that manner or I would never of contacted my back I would of never ran my credit and set things up to buy it

  Business Response

  Date: 10/07/2022

  Hello

   

  Thank you for sharing.  

   

  After reviewing our history of the interaction I have discovered a few items.  

  It appears you have not actually stopped in to review the pricing or have a trade in appraised.  Much of the confusion could likely have been resolved then.

   

  We also have a tool that keeps a record of all of the price changes on a vehcle.  I uploaded a few here because this site only allows for attachments, but during its entire history here it was never priced at 10995.  ALso, we make every attempt to ensure the data displayed on our website is accurate but request direct clarification and have that disclosed on our site.

   

  If you would like to purchase tha **** it is still here and available as of this email.  Please feel free to stop in

  Customer Answer

  Date: 10/07/2022

  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. 
  
  How can you say I was not in your place of business when I literally was test driving it and was going to purchase it and from the time I left to the time I got back the price went up over ************************************************************************************************************************************************************************************* a favor taking my trade. I just feel like I was done wrong I even ask to speak to the manager he would not even come over that is poor customer service all the way around
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:09/11/2022

  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.

  I went in to buy a 2014 ****** rogue SV. I got preapproved for a loan through my bank for $13,175 which wouldve been the total cost for the car total including taxes. The car was originally for sale for ****** was on sale for ****** and with my $2500 trade-in wouldve been $12,075. mind you I know to the exact scent of every dollar on how much this car was with taxes and everything. When we got there to go look at the car couldnt find the car it was on a different lot a block down the road. Couldnt start the car pop the hood car Battery was leaking battery acid. Took 45 minutes after an hour and a half worth of arguing with our salesman I because he was trying to sell me cars that were in the range of ****** to ****** and I couldnt afford that my limit of what I could go the most with my credit score it was ******. After him coming back and getting the battery then he goes actually it wasnt the battery it was that it was out of gas the lights wouldnt even turn on in the car or the dash it was also the battery if it was out of gas. They came and told me that I was not approved for the loan and that someone needed to cosign for me. 20 minutes into the drive home from the dealership the check engine light came on. On my drive to work the next morning the car stalled in an intersection and would not go forward less than 24 hours after I bought it. I got home and reviewed the paperwork because they were trying to rush me out of the dealership didnt get time to read that much they charged me **** near close to ****** actually to be correct $200 shy from ******. And on the paperwork they charged me the same amount as my trade-in on other items not listed I am beyond ****** off. The car had to get towed to my local dealership and now I am paying $100 out-of-pocket to get the Entire car fixed! I want the price that I was told for this car. If I wanted a $****** vehicle I wouldve bought a brand new car!Itll only let me upload one photo message me for more photos

  Business Response

  Date: 09/12/2022

  To whom it may concern,

   

  Andy Mohr Ford is already in the process of resolving the problem with ********************, she will be coming into the store tomorrow to finalize the paperwork.

   

  Thanks,

   

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

  General Manager

  Andy Mohr Ford

  Customer Answer

  Date: 09/13/2022

  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.  They found out that I reported to the BBB and the guy that was working on my financing decided he would revoke the loan and tow the car back to the shop and gave me back my old car. Not only did they just give me the keys but they did not give me any form of registration or anything to drive home in because the license plate and all the registration for the card that I had traded in had been removed from the vehicle. The guy that was working on my financing stuff or who was supposed to be was extremely rude extremely demeaning and extremely belittling. He said "you can't budget buying a car ". They're towing the 2014 ****** Rogue back to their shop. After they told me that they would pay for it to get fixed 100% that I would not have to pay anything out of pocket. Everybody was extremely rude and unprofessional when I just visited there today September 13th. My salesman was phenomenal, however, the people working on my paperwork absolutely rude demeaning belittling I can continue to go on.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/16/2022

  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.

  On August 15, 2022 I went to Andy Mohr Ford in ****************** to have the recall for a rear tow link replaced. From 8am-11am I waited in the lobby before receiving an email that the recall was fixed, and then multi point inspection was done. During the inspection they noticed by brakes needed done soon, which I declined because I couldnt afford it that day. I then got a paper receipt saying the recall was fixed and the inspection was completed with a declined brake job. I drove home, parked, and went to bed. Next morning, the car wont start. I have it jumped and drive it 15 minutes towards the dealership and it turns off and I pull over and have it jumped again. Then I go to the dealership and the man, ****? says it couldnt be their fault because they never lifted my hood.. I showed them both receipts stating they did an inspection on my car less than 24 hours ago and either missed a big issue or lied about a required by law inspection. The man then told me hed sell me a new battery for $149. I asked for a manager and the manager said the mechanic who fixed my recall admitted he didnt do an inspection but he said he did, and he took photographs of my paperwork and said hed address it with him. Still nothing they could do for me but put in a new battery for $149. I requested they replace the battery for free because they caused the entire issue and lied to me on multiple receipts. I didnt want the mechanic in trouble, I just wanted their mistake to be fixed. I left there with absolutely nothing, and paid $99 to buy a battery down the road, at Auto Zone in Plainfield, and fixed it myself.

  Business Response

  Date: 08/17/2022

  Customer brought vehicle  in for safety recall on rear toe links. Technician performed replacement of rear toe links per **** procedures, while performing recall noticed rear brakes were at 1mm and needed to be replaced. Customer was made aware of rear brakes and declined service at that time. The rear brake measurements were listed on repair order under maintenance inspection to make sure customer was aware and had recommendation is writing. The actual inspection form in xtime, the electronic inspection form used by our technician, states no inspection performed. The customer stated we caused her battery to go bad when we tested it, we never had the customers hood opened. Andy Mohr Ford will not be offering customer reimbursement of any kind.

  Customer Answer

  Date: 08/18/2022

  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 are not satisfied with this response.

  ***************** is continuing to try to gaslight me. They say they never lifted my hood, yet signed documents insuring me that their 172 point inspection had been completed. Per their website, the inspection includes a battery check, fluids check, engine check, and more. This cannot be completed without lifting the hood. Clearly they are free from repercussions when lying to customers, unless I can afford a lawyer to fight a huge company. 
  

  to resolve this issue, I want my complaint list on the BBB website. If they refuse to acknowledge their shortcomings, I want to warn others of the unreliability, and scam behaviors.

  
  Regards,
  *****************************, MA
  *****************************