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:12/26/2024

  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 bought a truck from **** ****. left there about 5 or 6 pm. the next morning i went to start it. the truck made aloud grinding noise coming from the engine. it also had check engine codes. i checked the codes myself and everything lead me to believe that it needed timing chains. After that i crawled underneath it and noticed that one of the turbos was leaking antifreeze. i also noticed large oil leaks between the engine and the transmission and one under the intercooler. i called the salesman and ask if i could return the truck he said no i tired to call the salesman manager but i could not get a call back. the salesman did tell me to come in and they would look at it. so i drove the 42 miles to ********. they had the truck in the back for maybe 20 minutes and the salesman returned and said they would need me to come in another day. so when they returned me the truck. the engine codes were cleared. i also talked to the ** he said i couldn't return the truck and they would look at it on Tuesday. so i bring it in on Tuesday just to be told that if there isnt any check engines lights on there is nothing they can do. i asked about all the leaks and he said it was above his pay grade. six days in to owning this vehicle it used a quart of oil and a gallon of antifreeze. the cab smells of burnt oil and antifreeze. it has multiple misfires. these are all issues they have covered up and lied about. tou pay the extra money buying a truck from a dealership for piece of mind. not at **** ****.

  Business Response

  Date: 12/27/2024

  Mr. ****** told us that the check engine light came on a day after taking delivery of the vehicle. We told him to bring the vehicle in and we would take a look and see what the check engine light issue was. When he brought the vehicle in, it was assigned to a Master Certified Technician. Our technicians get paid to find problems and correct them, not clear codes and say there is nothing wrong. He stated the vehicle has issues with the timing chains, we did not find any issues there. He also stated the check engine light was on which we found no light when in our shop. We have since reached out again since Mr. ****** was not happy with our findings, to offer another technician to look at it or even a 3rd party if he chooses, but have not made contact and have not received a return phone call yet. We also offer free loaners when we look at our customers vehicles to ensure they are not impacted by not having a vehicle. There are a couple things to consider here as well. The vehicle in question has over 140k miles. While we do inspections on these vehicles, they are not sold as "brand new" vehicles. We ensure they pass proper safety inspections as well as no major issues with the vehicle(things can certainly happen after, that provide no indication of issues prior). If we determine that these issues were within a reasonable timeframe(next day would be for sure), even though it as 140k miles and it is not a result of any damage or misuse, we correct the problem. When the vehicle was brought in, we found nothing out of the ordinary for a vehicle with 140k miles. We would be happy to look again or visit with a reputable 3rd party and have them inspect the vehicle. If Mr. ****** would like either of those options, I would be available to visit. He stated he visited with the ** but is mistaken as him and I have not had personal contact. I tried calling earlier today(about 2 hours ago) but haven't had a response yet. We look forward to working out a solution with Mr. *************

• Initial Complaint

  Date:11/25/2024

  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 bought a use truck 3 months ago that was supposed of went threw inspection before they sold it and I drove the truck 2 time and was having brake issues they told me to bring it in and I told them I'm going to change the brake pads and see if that works if not then I will bring it in and when I change them the brake caliber was exploded into piece and the park brake spring was unhooked and the piece were just rolling around in the axle and I told them and asked them if they would pay for it but they salad no since I didn't take it to them I don't think they did a inspection on it because u could see that if u inspected the brakes with ur inspection

  Business Response

  Date: 12/08/2024

  The customer purchased the vehicle from us on July 27th. He reached out to us on August 3rd stating there was a sound up front when they take off only but other than that no issues. We asked him to bring it in and well look at it. The customer took it to his ***** instead. We had talked to him multiple times regarding floor mats that he ordered in September with no mention of the brakes or any other issues. No communication from him in October. He reached back out to us on November 22nd. If there was indeed an issue in August(even just a rock in the brake pads), we couldve taken care of it pretty easily but the customer instead chose to drive it for just shy of 4 months. The vehicle had 128k miles on it when he purchased it. We offered to help a week after he purchased an as is vehicle. Should we be expected to offer to take care of issues 4 months later because the customer refused/forgot/chose not to bring the vehicle in to us until they drove it into bigger issues?

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 December 13, 2023 I purchased a 2019 F150 from **** ***** The day of purchase I was told by the salesperson he was having it looked at because something did seem right when driving but then assured me everything checked out. I was told by finance the terms would be 1 thing and when I sat down with them they were very pushy and the terms were not at all what the convinced me they would be. I still continued and bought the truck. From day 1 I was having issues with my truck. I purchased it knowing I had a 3 month/3000 Powertrain Warranty and a 5 day/250 mile money back guarantee. I told the salesperson on day 3 which was a Friday I was having issues with the truck and he told me to get a hold of my friend who was a mechanic to look at it and to get back to him. The salesperson nor the finance person told me that Sunday was included in that 5 days. I also never received a copy of the paperwork I signed stating Sunday was included in the 5 days. I reached out first thing Monday morning which I thought was day 5 and said I'm having too many issues with this truck and I want to return it. I had maybe driven 50 miles at this point. They told me sorry you can't it's day 6. I went back and forth with numerous people at **** and they still would not allow me to bring it back. Within the first week I had issues again with the truck and took it in and was told it was something to do with the rotors and they fixed it. Over the next few months is was nothing but emails to ************* because things are wrong with this truck. I was told by the sales manager and the salesperson that I needed a new transmission and it was ordered and on the way. I was then told no it doesn't need a transmission because we can fix the problem. The problem has been attempted to be fixed on multiple occasions with no success. Then they tell me parts are in and it will be worked on, then it was delayed, now parts are on backorder. I will never buy from them again.

  Business Response

  Date: 05/07/2024

  This is an unfortunate set of circumstances for *****. He purchased a vehicle that was 5 years old with about 70k miles and had issues shortly after purchasing. Vehicles will have issues no matter the mileage but the older they get with more miles, the more likely issues are to arise. He was offered a loaner vehicle to drive while we worked on taking care of the issue to which he stated he did not need. We have also taken care of everything on our end financially to try and help his situation. Parts on backorder has become an issue since Covid and we have had to scour the country looking for parts that are just unavailable to order. I understand how something like this can be frustrating to deal with when purchasing a vehicle so we have tried to take care of ***** the best that we can. Our communication can always be better and that's something we continously work on. It does state on our paperwork, deadlines for these types of programs(Sundays included) similar to any program. There are time and mileage restrictions with these to which this fell outside of that timeframe. We have made ourselves available to visit with ***** and will continue to do so. He has purchased multiple vehicles from us over the years and has returned as a customer because of previous positive experiences. We certainly hope we can do right by him on this and will try to fix this for him for the right to earn his business again in the future. We will stay in communication with ***** and he will have his vehicle back shortly as we have been able to purchase the part on backorder from another dealership. 

  Customer Answer

  Date: 05/07/2024

   I am rejecting this response because:
  
  He was offered a loaner vehicle to drive while we worked on taking care of the issue to which he stated he did not need. - I originally said that because it was supposed to be a few days. You have had my vehicle for over 3 months. I had to have you pick up the loaner i did finally get because I contacted my insurance and my business insurance doesnt allow a loaner. Also, this is a business vehicle. You know darn well you would charge me if I put my business equipment in and out of a brand new loaner and the truck bed was scratched up. 
  

  It does state on our paperwork, deadlines for these types of programs(Sundays included) similar to any program. There are time and mileage restrictions with these to which this fell outside of that timeframe. - NO ONE, I repeat no one, told me that Sunday was included nor did you give me a copy of that information that I could have reviewed. I asked on day 6 which I thought was day 5 to return it because there are too many issues with the truck. It was a 5 day/250 mile money back guarantee. I asked on day 6 first thing that Monday morning with less than 50 miles on the truck. Its not like it was what I thought was day 6.
  

  Also, now I purchased a truck that was supposed to have a 3 month/3000 mile powertrain warranty. You have had it that entire time. As soon as I take possession again after you claim to have fixed it and I finally get the truck I purchased I no longer have that warranty which is why I purchased this particular one. 
  

  I just want my $34,000 back and for you to keep the truck so I can be done with you guys. The 2 other experiences I had with trying to purchase and purchasing vehicles from you were not good either. They just didnt warrant a complaint.

  My direct question to you, will you please just buy the truck back for what I paid?

   

  
  

• Initial Complaint

  Date:04/29/2023

  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.

  On Monday April 24, 2023 I bought a vehicle from *************. On Friday, April 28th, 2023 I returned the vehicle to obtain my old vehicle. This was within the 5 day agreement my husband and I have signed. They said since we are taking our vehicle back we must pay for any services provided to the vehicle while in their care. We paid ****** but they will not provide us information of what we paid for. We have requested it three times and they will not provide this. We would like our money back.

  Business Response

  Date: 04/29/2023

  ******* seems to have left out quite a bit of information on this complaint. She brought the vehicle back yesterday at 3:30pm stating the vehicle she purchased had the check engine light on and thats why she was returning it. We offered to take it back into our shop to fix it but she stated she took it to ********** and had them clear the code and thats why the light was no longer on. After about 30 minutes of visiting she told us the real reason for wanting to return it was that the payment was too high and the vehicle was too small. There was never a concern with a check engine light. Our customers can return their vehicle within 5 days for any reason. Either reason wouldve sufficed but had wasted unnecessary time trying to fix a nonexistent issue. It was now after 4 and she said she would like to move forward with just returning the vehicle and not taking back her trade. We proceeded to lay out her options for her. She had rolled negative equity into her auto loan and since she wasnt interested in taking her trade back, we told her she would need to pay her remaining loan balance to allow us to get the title. She became very upset and proceeded to tell us that was not an option. We told her the other option would be to take her trade back and all she would have to pay would be the balance of any work completed. She was very upset with that answer as well. She then requested that we give her an invoice for all work completed, a very common request when a customer returns a vehicle. We had told her that because it was 5pm on a Friday, that we would not be able to provide those on the spot but would be happy to get those this week. Today is Saturday the 29th that ** responding to her complaint. She brought the vehicle in yesterday and left our dealership after 5pm. The 3 requests for this is simply not true and we will provide the documents as promised this following week. We also have camera footage with audio, date and time stamps, if requested.
  

  Customer Answer

  Date: 05/01/2023

   I am rejecting this response because:
  
  This has nothing to do with the check engine light. It was clearly on as we have proof that Autozone told us why. Again. That is not the issue. All I want is something stating what I paid for. There is no reason I cannot get that. I requested it at the dealership when pro finish was still open. There is no reason I cannot be shown what I paid for. You cannot expect a customer to pay for something without telling them what for. This is simply Mr asking for something showing what I paid for it has nothing to do with the check engine light. They came up with a number somewhere so clearly there is something documented somewhere of what was done. That is all I would like.