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:03/28/2024

  Type:Customer Service 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.

  Complaint: 21499822
  
  I am rejecting this response because:
  Your explanation of what typically happens and what Experian said.  I know what has actually happened to me!  I would like to see the online application you said I completed.  Financial law states you cannot run credit check without my expressed permission.  You did NOT have my permission to run 3 of the 4 hard inquiries you ran.  And it HAS greatly negatively affected my credit score, no matter what is typical as you state.  Please contact Experian and correct your error.  Is your hesitation to right this situation is that you would have to report your error to regulatory agencies?
  
  
  Sincerely,
  
  ************************* The salesman said, well, we were trying everything we could to get her in a car. He also said the hits will drop off in a few months. They didnt. I called back. Talked to salesman again. He said he remembered and that it may take a year. October 2023 I called the ** at the *********** location. He said he would check into it. To date I still have 3 unapproved hits on my credit from a variety of lenders that Corwin initiated. Im also pretty sure its illegal as well. I have built my credit back a bit, but I need Corwin to contact all three credit bureaus and re-send those requests. I know it has cost me hundreds of dollars in other debt interests.I attached contact info for the loan inquiries I did not approve.

  

  Business Response

  Date: 03/29/2024

  Customer filled out an online credit application giving Corwin permission to pull his credit as a ********** We use 700 credit to pull credit bureaus. Based off that information, we submit to banks to approve the suggested loan. Sometimes the banks themselves will pull another their way, that *** be a little more detailed than what we can pull. We cannot control this. This process is the same for all Corwin customers.

  I would also like to point out that according to Experian and Forbes, hard inquiries will only stay on a credit report for a total of 24 months and then drop off on their own. The hard inquiries also only affect a credit score for the initial 12 months after the credit was pulled. This means that the inquiry is no longer affecting the customer score and will fall off the reports Oct/Nov this year.

  From Experian.com, "Not all hard inquiries impact credit scores. When you're rate shopping for an auto loan or mortgage, you *** have several hard inquiries, as lenders check your credit to determine what terms and rate to offer. As long as you apply for the loans within a 14-day period (or sometimes slightly longer), credit scoring models will consider them as one inquiry. For most people, that one extra hard inquiry *** drop your credit score by just a few points temporarily, but new lenders likely aren't going to decline your application for credit just because you have hard inquiries on your credit report. While hard inquiries take two years to fall off your credit report, typically their impact to credit scores lasts just a few months."

  We commend the customer for being so mindful of his credit score and actively working to improve it.

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

   

  

  Business Response

  Date: 04/09/2024

  To protect the customer, credit applications themselves are not kept on file with the company we use to pull credit reports for more that 30 days so we cannot pull the actual credit application.

  I have included a screen shot from our system showing ****************** did submit a credit application online.

  Corwin still stands by the fact that we ran his credit once. The banks needed more detail, and they have the authority when a credit application is submitted to pull further information. I am sorry that the customer will not accept the facts, even from the Experian (a credit bureau) that inquiries within 14 days for an auto purchase, even from multiple sources, only count as one hit when scoring his credit. (They do this because the credit bureaus know that it will get submitted to multiple banks to try to get the customer a loan) and that it may affect the credit score for 1 year but be visible for two years. We have presented facts directly from a credit bureau regarding this but cannot force the customer to accept the facts.

  Since the customer did provide consent to run his credit at the time they were trying to purchase, and we cannot remove the bank inquiries only our inquiry, Corwin will not be moving forward with the request.

   

  Customer Answer

  Date: 04/11/2024

  I found the content of their response is their policy, but the credit requests were not conducted by the policy of requesting groups of five as in five or nothing.  The salesman told me, we just keep calling finance companies until we get a hit (approval) or its obvious the customer is not going to qualify.  I specifically told them one.

  Im just one person, but Ill continue to share my experience with everyone I know.  Thank you.

• Initial Complaint

  Date:03/11/2024

  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.

  I brought my vehicle to this location for a bumper to bumper check. After these services were done, my alarm was no longer working. They have denied responsibility. At this point I have suspicions that the bumper to bumper check even happened.

  

  Business Response

  Date: 03/27/2024

  The service manager, *****************, has meet in person with ****************. 

  This is what he told me, ". His truck doesnt have a light on the dash that indicates an alarm. It has never had one nor was it equipped with one from the factory. We have shown him same make/model for comparison. We have printed off a build sheet for his truck that has no indication of a light. Nowhere in his owners manual does it mention an alarm light on the dash. At this point I cant fix something that never existed"

  Corwin would be happy to assist but there is not anything we can do to fix something that cannot be broken because it does not exist on that model of vehicle.

• Initial Complaint

  Date:11/26/2023

  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 truck from them in October 2023 and less than a month later I am having to jump it every morning. After reading multiple reviews this seems to be a common occurrence so I asked the salesman if they check the batteries and he assured me the service department does check the batteries prior to sale so that is leading me to believe they are selling vehicles knowing there are issues and not disclosing to buyers or fixing them. When I called the service department they laughed so I called the salesman but all he knows is a battery is not covered under any of the insurances I bought.

  

  Business Response

  Date: 11/28/2023

  The customer is taking it to CDS for repair. We have provided Dodge with new batteries to install. ************************* is calling the customer to schedule and will have the vehicle inspected for anything else that might be keeping it from starting. The customer has an Auto Extend plus service contract with a $100 deduct that should take care of anything further.
  
  *****************
  Service Director
  Corwin Ford of ***********

• Initial Complaint

  Date:09/06/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  ***** ****ork so I couldn’t answer my phone. I called back and never got a return phone call. The next day, I continued to call back and was told that they were in meetings or busy. I ended up just going to the dealership after I got off work to cancel this where they had me sign a form and took an odometer statement. My main concern here is that, from the beginning of the deal, they were adding all of this extra stuff in without my consent. Whenever I signed my paper work, they didn’t even go through any of this with me, they just had me sign everything and seemed like they were pushing me out of the office. Here I am, a month later, stuck with this loan that I am still paying interest on $5480.00 for services that I didn’t know I were getting, nor did I agree to, I just signed what ever they were telling me I needed to sign. I can honestly say that this is the worst experience I have had when purchasing a vehicle and will not be using Corwin again in the future

  

  Business Response

  Date: 09/20/2023

  Attached are copies of the customer signed buyers order and contract each itemizing the purchased policies as well as the signed contracts for the polices the customer states he did not know he purchased.

  Corwin is sorry he feels there were deceptive practices. Corwin retail over 230 units a month without this accusation. Since the customer claims he did not want them we have cancelled the service contract and the gap policy at his request. Jim Moran and Associates will be mailing the cancellation directly to the bank he financed the purchase with. Though the datadot contract is not cancellable I have asked the sales manager to make a check request so we can refund the 299 to the customer.

  I want to express that these cancellations mean the customer no longer will have an extended warranty or gap coverage per his request.

   

• Initial Complaint

  Date:08/27/2023

  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 purchased a 2019 f150 in August of 2019, I also purchased an extended warranty that I was told by the salesman I needed and it could be used Nationwide at any **** dealer if there was an issue after the manufacturers warranty expired. However after taking my truck to bill ***** **** in Bolivar mo on August 4th to have a check engine light on for a exhaust pressure sensor to be replaced, they told me the warranty I bought is not covered by ****. It is a corwin owned warranty company. I feel I should be refunded my purchase of the warranty cost, (1800) and they need to not misrepresent the sales of this warranty. I was also told by the salesman that when I purchase the warranty, it comes with 4 free oil changes and when I bring the truck in for oil change I would be moved to the to of the list and not have to wait. That is a lie. I went the first time and waited 2 hours, the second time they could not get me in for 2 days. So I didn't go back.. they call this warranty for protect plan and the manufacturer calls it **** protect extended service plan. They are misleading all of their buyers

  

  Business Response

  Date: 09/15/2023

  This response is provided by ****** ***** one of Corwin Finance Managers:

  Corwin Ford is not misleading anybody. The service contract
  purchased was through ******** Warranty Services / **** and is in fact
  accepted Nationwide at any ASE certified service facility, including any Ford
  dealership. ******** would be the who the coverage is through, not Ford Motor
  Company. Any ASE certified repair facility can file a claim with ********, much
  in the same process as filing a warranty claim as if it was still under Ford
  factory warranty. Corwin does not own the company; it is a company that we are
  partnered with in all Corwin owned dealerships nationwide. If **** ***** Ford chose
  not to file a claim with ********, that is a lack of effort on their part to
  help a customer. That said, the brochure that would have been
  provided to the customer at the time of purchase clearly lists the exhaust
  system as one of the excluded systems from coverage. It does appear that the
  customer opted to include 4 oil changes and tire rotations with the service
  contract. As for the being moved to the top of the list for oil changes; there
  is nothing documented in the deal that states that would be the case and I
  can't speak for what the circumstances were in the service department when the
  customer was here. The oil change package has expired by time but there may be
  mechanical coverage still in place through the ******** service contract,
  depending on the current mileage. If the customer would like, they can cancel
  the remainder of the mechanical coverage service contract and receive a
  prorated refund that would go back to the lienholder or to the customer
  directly if the lien has been satisfied. Thank you for your time. 

• Initial Complaint

  Date:06/19/2023

  Type:Product 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 Corwin Ford June 3rd 2023. After signing the paperwork, I was told the truck would not be ready due to the dealership needing to fix the exhaust, which I had no issue with. After working on the vehicle for 2 days the exhaust was “fixed”, then the truck had to go to dodge to get some other repairs done. I picked the truck up Saturday, June 17th 2023 and the exhaust is not fixed. The dealership used exhaust couplers and some sort of gasket maker to “repair” the truck and now there is an exhaust like when the truck is running

  

  Business Response

  Date: 07/11/2023

  The Used Vehicle department manager, ***** ****** informed me he has been in contact with the customer. We have offered to refund the customer if they get fixed elsewhere since it is an inconvenience to come back to Corwin. Corwin is waiting for a copy of the paid invoice to issue a refund.

• Initial Complaint

  Date:01/20/2023

  Type:Product 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 needed a cheap but reliable car, and test drove one in my budget but it had mechanical issues. The saleswoman agreed to have the necessary repairs made if I purchased it. The car was $10k, as-is, but had a 200+ point inspection documented. The 2 issues being repaired were "checked" as normal in the inspection and reported BEFORE the purchase agreement was made.... the fact that the issues were documented as "normal" should have been a red flag, but I trusted them. Long story short, they kept the car for over 2 months to make the agreed upon repairs, but never actually fixed the problems that were discussed (burning smell from motor, power issues/surges). They flat out lied to sell the car (in late September), kept it for over 2 months (Oct 10 thru Dec 12), and now refuse to fix the same problem it has had since the test drive. They misrepresented the condition of the car from day one with a falsified inspection. Someone needs to look into their sales practices, because this isn't right.

  

  Business Response

  Date: 01/24/2023

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

   

                  ******* ******* came in to the dealership on or around 9/30/22 and purchased a
  2016 Hyundai Accent with 126,982 miles on it. The vehicle was going through the
  reconditioning process at this time, the customer was allowed to test drive the
  vehicle, and the deal was completed. At the completion of our reconditioning
  process the vehicle still had a check engine light present. The customer was
  made aware of this and that the vehicle needed to go to Reliable Hyundai in
  order to fix the Fuel Sensor that we believed was causing the check engine
  light. Hyundai dealership confirmed the diagnosis and replaced the Fuel Module
  which included sensor. Upon this repair, Hyundai stated that the vehicle also
  needed a control module that was on backorder, we agreed to the repair and upon
  completion, the vehicle was returned to us. At this time, ******* was made aware
  of the completion of the repairs and was swapped out of the 2022 Ford Escape
  that she had been utilizing as a loaner vehicle while she waited for her car to
  be repaired.
                 
  This was a AS IS vehicle at the time of sale, yet in good faith we performed
  the repair in order to put our best foot forward. The customer also signed a
  form stating that she understood the vehicle was AS IS, and she would be
  responsible for any future repairs, and opted out of having another mechanic
  look at the vehicle. She did not elect to purchase a Service Agreement that
  would assist in any covered future repairs. The repairs that we performed to
  the vehicle, and that Reliable Hyundai performed totaled well over $4,000.00
  which by far exceeds the amount we would normally spend on a vehicle that we
  sold for less than $10,000.00.

• Initial Complaint

  Date:10/19/2022

  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 took my car for a diagnosis. They unscrewed things that didn't need to be touched. They refused to put it back together and they are quoting me now a $4000 bill. It was a simple EGR valve. They put it back together incorrectly and now they are billing me for it. They are trying to make it worse than it was when it went in.

  

  Business Response

  Date: 11/11/2022

  He brought his car in for a diagnosis which we performed. He didn’t like the price and decided to take it someplace else. He had already been to a number of other shops with no luck. I have attached the original $4000 estimate not a $4000 estimate to fix “what we took apart”. Please see attached photos. The photos of the car are attached as well.

   

  The service manager authorized to refund the *** to the customer and the check# ****** was written on 10/26/2022 and mailed to the address listed in the complaint.

   

  There is nothing further we can do for the customer.

   

  *******

• Initial Complaint

  Date:09/22/2022

  Type:Product 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However its been almost a week and I have not received a check. 
  
  ********************************************* seen this before. They'll stage a vehicle off to the side for you to look at if it's considered sold. I guess I didn't really pay that much attention as to why it was darker in the room. When it came time to leave after the paperwork was done I asked again about the lug nut key. No one had a clue about it. The saleswoman said I didn't ask her and then I showed her our text message conversation. It was right there. Long story short I took a chance and drove the 900 miles back risking a flat tire with the inability to change it. I didn't get a flat but had to spend 134 dollars to get the old lug nuts removed and a new set of lug nuts. I also noticed hail damage on the hood and roof that could only been seen in good lighting. This hail damage wasn't disclosed at the dealer even though I specifically asked about it. If it got hailed on after the purchase I'd just claim it under insurance. If it was disclosed prior to the sale I could have negotiated a deal.

  

  Business Response

  Date: 09/23/2022

  The General Sales Manager for Corwin Ford of Springfield has contacted the customer and we are cutting a check for the agreed upon amount per the phone conversation.