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:04/02/2025

  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.

  My husband and I purchased a 2015 **** explorer sport from Rehbein ford on 1/6/25 Within a week of owning the vehicle the battery was routinely dead, and it smelt very strongly of burning oil. I contacted the dealership, they came and picked up the vehicle from my job to service it. Upon returning the vehicle they said everything was fine and the battery tested normal. The next morning my battery was dead again, I called the dealership and again they picked up the vehicle from my job and this time agreed that the battery was bad and they replaced it with a new one. When asked about the burning oil smell, the gentleman told me he checked everything and it's fine. I took his word and continued to drive the vehicle. On Tuesday 3/25/25 I got into the vehicle to leave work at 1:30 pm and the engine was making an odd whistling sound. The check engine light was on and the car would shudder back and forth when slowing down.I went home and parked the vehicle until my husband arrived from work. When we started it again a large amount of thick gray smoke was coming out of the tail pipes. We drove the car to Rehbein ford and left it for them to look over. After they checked the car they said that both turbos are bad along with the catalytic converter requiring $5,600 in repairs. I asked if they will be covering costs as I brought the car in for an issue with burning oil which they said was fine, and the sales manager ***** told me they have absolutely no record of ever checking my car for burning oil. Isn't that convenient for them?? If the oil problem went unfixed (which it did) this would result in wrecking the turbos and catalytic converter. Now the dealership is refusing to help since "it's been too long"I purchased this vehicle 2 months ago, and if they would have serviced it properly when I brought it in for burning oil it wouldn't have developed into this huge issue. I would like a refund for the vehicle, or to exchange it with a similar model.

  Business Response

  Date: 04/14/2025

  Mr. *********** ******* purchased a 2015 **** Explorer with ******* from us on 1/06/2025. At the time of purchase it was explained to Mr. ******* that with the mileage on the 2013 Explorer it was being sold as-is. A menu of options for **************** Plans was shown to Mr. ******** he declined to have any **************** Plan added to his purchase. As you will see in the documents attached *********** ********* signature is on 3 seperate forms declining coverage, not to purchase coverage and the AS-IS form . At the time of purchase our dealership agreed to repair the wiring causing the **** fault notification as well as make a 2nd key for the vehicle, both were no additional cost the the customer. The vehicle was picked up on 1/14/25 from the customer and wiring was repaired as well as the 2nd key. At that time we also addressed a concern regarding the vehicle battery. Upon the first test the battery tested within normal range, we returned the vehicle to the customer. The customer called, stating the battery was dead the following morning, we again pickup the vehicle from the customer brought it back to the dealership and tested the battery. At this time the battery test failed and the battery was replaced at no charge to the customer. At no time when we had picked up the vehicle from the customer with in this timeframe was there a burning smell, or oil leak present. During the next 8 weeks and 5000 miles that the Schwalls drove the Explorer, we were never notified there was any issue with the vehicle, the vehicle was never brought to our dealership nor did we receive any phone calls from the Schwalls. It was only on 3/25/25 that we received a call and the vehicle arrived at our dealership. We again explained to the Schwalls that, they did purchase the vehicle as-is and declined all coverage offered to them at the time of purchase. As a dealership we present all customers with what options are available to them at the time of purchase. This was clearly done for the Schwalls.
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23133530
  
  I am rejecting this response because:
  
  my issue with this whole experience is the fact that there is "no documentation" that I reported an oil smell/leak and was assured that it was checked properly and the car was fine to drive. 

  anytime a service is performed to a vehicle it should be documented. The gentleman who picked up and returned the vehicle assured me that everything was checked over, so why wasn't that documented? It appears that it either wasn't done, or something was ignored. 
  

  If it was documented "customer reported a problem with the oil, dealership performed a thorough check and found no issues" I would have accepted that. 
  

  I find it odd that this wasn't documented at all but I was told that everything was checked and was 100%, and then this issue developed. 
  
  I want my experience to be documented, so hopefully I can prevent the same thing from happening to another family. 
  

  thank you for your time. 

  Sincerely,
  
  ****** *******