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:09/18/2024

  Type:Product 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 purchased my newly 16 year old daughter her first vehicle from this business. My family & I drove 7 hours to get it. After the purchase my wife noticed the tire low light was on so I had her pull over at the nearest gas station. I realized there was a plug in the sidewall of the tire which is not only extremely dangerous I’m pretty sure it’s illegal. We aired up the tire and went to the nearest tire shop and had all four replaced as they were needed in the next year anyways. My wife called Short Redmonds and explained our situation. They assured us they were not aware of the tire issue and offered to reimburse us for one of the tires we purchased. I sent them pictures of the tire & the receipt. After several weeks we did not receive the check that I was assured had been mailed. I called them and they acted as if they were completely shocked that I haven’t received the check yet and assured me they would get to the bottom of it and send one immediately. A few weeks went by again and still no check. I called back and got the same response. I have multiple texts between us to prove they did not hold up their end of the deal. After about 3 months the last conversation we had I was pretty much told sorry they had a change in management and the guy that promised us no longer worked there and that he never should have agreed to reimburse us. This started at the beginning of March and it’s not about the money at this point. I decided to make this complaint to hopefully prevent future customers to have a similar situation.

• Initial Complaint

  Date:05/17/2024

  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.

  We purchased an expedition in on January 30, 2024, paid almost $50,000. I have not had the vehicle in my possession since March 25. We have officially been without the vehicle longer than we even had it.
  
  The lot sold me this vehicle and told me the back hatch just needed a “new button”. We ordered this, still wouldn’t work.
  
  During the test drive an alert came on that one of the front tires was low on air. We mentioned this and they said, it had been sitting for a while, the tires were in great condition and had been inspected, offered to put air in the tire.
  
  A few weeks after purchasing, the transmission began to shift aggressively from 7th to 8th gear and when shifting from park to drive, or park to reverse.
  
  We took the car to be looked at by a Ford dealership since we had purchased the extended warranty.
  
  The car has corroded wiring to the back hatch affecting the running boards and lights and making it impossible to close the back hatch. The overhead lights come on while driving and will not turn off - making it incredibly difficult, not to mention unsafe to drive in the dark.
  
  So far, it’s had a complete transmission overhaul, and new cam phasers (both covered by *****. They sold us the vehicle with four tires that are badly damaged, have cracks all along the inside making it extremely unsafe to drive and what’s even worse is they knew we have kids.
  
  The dealership had done transmission work on the vehicle, but did not reveal that information when they sold us the car.
  
  After numerous calls, I Finally got through to an employee. He was told by management “if it would have been a few days or a week then they might have helped. But we had that one priced really aggressive to sell it.”
  
  I have tried to work with them and was offered nothing. Not even a set of tires which is all I actually asked for.
  
  I have tried to be considerate and allow for management to make this right and I’m just beyond fed up at this point.

  Business Response

  Date: 05/17/2024

  I spoke with ****** yesterday on the phone. I had not got to reach out to her before she filed this complaint. We have agreed to pay for tires for the vehicle she purchased. Looks like most of her other concerns were covered under factory warranty. 

• Initial Complaint

  Date:04/15/2024

  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.

  Bought a 2021 Dodge Durango. The dealerships wrote us out what they call a We Owe. They wrote down the few things they said they would fix. I have it in writing. They told my wife we would fix brakes and rotors and a small dent. They still have not fullfilled their endnof contract. Thank you

  Business Response

  Date: 04/15/2024

  I have looked into ***** ***** deal as VP of operations and seen that we have worked on the Durango that she has purchased. We replaced a thermostat that was not in the WE OWE and paid for the towing for the vehicle to return to our shop. The rotors were also turned. Our dent repair is not on sight every day so customer was contacted to set up a time and place for him to repair. I am however going to step in as my manager roll and provide a new set of brakes and rotors for the customer because that is what I found was on the WE OWE statement in our records. I looks like from our records that the rotors only needed to be turned but since it was put in the deal by one of my managers then I will make it right for the *** family. One of my members will be reaching out to Mr. *** asap.

• Initial Complaint

  Date:10/13/2022

  Type:Customer Service 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 went to this dealership on 9/10/22 to look at vehicles. ******* was the salesman I talked to. I gave them permission to run my credit through 2 different banks. ******* and I were outside when **** came outside and asked me to run my information through one more bank and I clearly said NO. I pulled up my credit information and showed him where he had already ran it through 3 banks. Of course, **** blamed it on ****, the other finance guy. I left the dealership and told them clearly I was only looking and they were the first dealership I had been to. By Sunday I had 7 notifications on my credit report from this dealership. ( ******* ***** ******* *** ***** ******* ***** ********* ***** ***** ****** ***** ********* ******** ***). In the weeks following ******* assured me that him and the GM were gonna work on getting this issue fixed. I have multiple text messages with ******* saying how sorry he was and that he knew I said only 2 banks. This hurt my credit score and I was in search of a vehicle. On Monday 9/12 I went to Lexus of Lexington and purchased a vehicle. They ran my credit through one bank, ******* *** **** and I got financed. I gave *******, ****, and **** 4 weeks to try to resolve my issue with them and not once did I hear from anyone. ******* came into my work 2 weeks ago and assured me they were working on it and I would hear from someone that day. I still have not heard a word from them. People work hard to get their credit score high enough to be able to buy cars, homes, etc and it literally took them 30 minutes to an hour to lower mu score significantly. This business needs to be reported before they do this to others.