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:07/05/2023

  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.

  After business hours on 7-1-23, we saw a vehicle posted online & sent an email . We followed up by calling as soon as the dealers opened on July 3. *** ******** offered up their experience with shipping vehicles & said that was no problem as we are out of state. We asked about car history, *** said it was bought at auction and that he had it inspected in-house & at an independent shop and that it was great. Since we were buying sight unseen, we asked if we could pay to have a local mechanic check it out at our expense. It took several calls to find a mechanic near to the dealer that could do a same day but we did. We paid that mechanic $140 and we sent the report to *** July 3 and asked for him to call to discuss the findings & were still interested in the vehicle. We called this morning to follow up, and *** said he was busy with a customer who showed up before the business opened at 8:15 but that he had printed the report and would call us back after he reviewed it & the car again. My husband called again and Jim said *** was busy and would call back. When *** called back, he told my husband he had sold the car. He said at one point the independent mechanic was finding problems with old codes & findings were invalid as 0probs with car. Minutes later *** said he spent the morning fixing the problems in the report. I’ve always heard of you tell the truth, you only have to remember one story. But he did say he didn’t disclose our independent mechanic report to the buyer and I do believe that. So if you bought an escape hybrid from Town & Country on July 5, be aware that they concealed known problems with a vehicle. And if you’re considering using them, I’d reconsider. We paid for the mechanic report & carfax on a vehicle they assured us had no probs but did. Know that just because they say they inspected a car and it’s good to go, it means nothing as this mechanic easily found probs from minor to major.

  Business Response

  Date: 07/11/2023

  I spoke to **** ******* late in the afternoon of 7-5-23, at which time I no longer had customers in the office. We discussed everything that transpired involving this complaint prior to it being filed. We came to a agreement involving the inspection they had paid for along with being reimbursed. I agreed to pay the amount of $170.00 which is what Mr. ******* said the total was close to. 

  Here we have 3 people that have the ability to sell vehicles. Unfortunately this caused some confusion while dealing with Mr. *******. Another sales person was in contact with a customer afterhours starting just after close Friday 6-30-23. On 7-3-23 Mr. ******* contacted me about the vehicle, I provided all the information that could while on the phone and Mr. ******* asked about a third party inspection. I did no have a problem with a third party inspection, we even moved the vehicle to that location, along with picking it up after hours. I did speak to Mr. ******* about the inspection report and needed time to look over the provided report. The following day was July 4th, we were closed Tuesday for the holiday. Wednesday I went into the report and immediately started ordering parts to address the items listed that I could take care of easily. We did have additional customers all during the day including the individual that my coworker spoke with on this same vehicle. While I had a different customer in the morning, my coworker sold and delivered the vehicle in question. I was obviously working with Mr. ******* to sell this vehicle as well. We never got to the point of agreeing to a price due the amount of customers coming and going. While sitting at my desk delivering another vehicle to a customer I did receive calls from both Mr. and Mrs. ******* I did let them know the vehicle had been sold. I had no space or time for a long conversation about how I had let them down. 

  The Items that were stated in the customers complaint, about vehicle in question, were discussed with the actual buyer. 

  I cannot apologize enough for the confusion. I figured the least I could do, is reimburse the ******* without arguing the discrepancy in amounts. Since we have seriously discussed what happed internally, to keep this from happening again. 

  Thank you 

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

   

  Customer Answer

  Date: 07/12/2023

  Just to clarify- I filed the complaint with the BBB not my husband. I filed the complaint after I spoke to the dealer. We are glad the dealer reversed course from after the initial call with my husband when we were told the vehicle had been sold after we paid into its inspection and after my immediate follow up call with dealer because neither of those calls had an indication of remorse, apology or offer of reimbursement. The other issue is hoping the buyer was made aware of the independent mechanic's findings, which I am not sure was addressed.

  Chronology recap...After my conversation with the dealer, I filed the complaint with the BBB because I wanted the buyer of the vehicle to at least be aware there were issues with the vehicle that had been uncovered by an independent mechanic that the dealer said he didn't disclose. Sometime after my call, the dealer later called and left my husband a voicemail. My husband returned his call and the dealer offered to send a check. So I don't want the dealer or anyone else reading this think that my husband filed with the BBB after accepting an offer to reimburse us for the monies we spent.