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:12/22/2023

  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 bought my 2020 **** ******** in December 2022. It was a leased vehicle before I got it . Since the time I have brought it home it has been in the shop more than I have had it . First the heat would not work. So they called and said it was done and when I picked it up it still was not working . I took it back and they pulled the front end out and fixed that problem . The car was in the shop for a few months. Then the windshield was leaking and still is because I asked them to fix it and they didn’t . Then I had to take it back because it felt the bottom was falling out and it made an awful noise. This problem made it so I couldn’t drive the vehicle . I had to tow it to ******* In Gouverneur first where they said they fixed it but it was still doing it . Then I towed it to *********** where is was in the shop for months . They said they needed a part from **** that was on back order . Then they called and said they rebuilt the transmission and the problem was fixed. Then last month my car started shutting down when I was driving down the road . Said break applied power reduced . I would have to pull over and shut my car off and drive a little while until it happened again. I made an appointment to get it fixed but then it stopped doing it . Now last week the car was making a bad noise and felt like the bottom was falling out . But once again it stopped doing it . I want to trade the car in bc it’s a faulty car by id have 10000 in rollover and a bank won’t work with me with that . I can’t bring it into the shop when the problems are only happening intermittently because they run some tests on it and say nothing it wrong with then try to charge me 500 . This car is a danger for me and my 4 kids . I don’t feel safe driving anywhere with them and not knowing when it will shut down again or the breaks won’t work . I drive an hour to work each day and an hour back . I just want to get out of this car and into something reliable and safe for my family .

  

  Business Response

  Date: 12/22/2023

  Several days ago Ms. ****** contacted our dealership prior to having her vehicle towed in for repair. Since then, she advised us the problem no longer exists and cancelled the visit. Recently, we have provided trade-in alternatives which Ms. ****** has declined. Prior repairs at ************ **** have been covered by **** warranty and loaner vehicles have been provided. If there is something wrong with the vehicle we are willing to diagnose and provide repair choices. I provided customer service information to Ms. ****** in the event she wishes to pursue a buyback settlement with ****.

  Customer Answer

  Date: 12/26/2023

  First I cancelled the appointments because as I said the car intermittently has these problems . There is no constant with why they happen. When I brought the car in before because of problem it was having you tried to charge me 500 dollars to say nothing was wrong with it . So I called to make an appointment to get it fixed and I canceled because it stopped doing it and I didn’t want to get charged . The problems come and go and you don’t know when it’s going to happen. Second I have asked a million times for a trade in with which you replied I have 10000 in rollover and a bank won’t work with that. I have all the documents I need where the previous person who leased the car took it back to *********** 8 times within their lease for the same problems I am still experiencing today . Even up to less than a month the car was in the shop getting fixed again . The person who leased the car ended their lease early because of all the problems . You knowingly sold me a lemon . **** would not buy the car back bc it needs to be less than 2 years old and have less than 18,000 miles . You should have contacted **** for the person who was leasing it .  
  
  Regards, 
  
  ****** ******

• Initial Complaint

  Date:05/16/2023

  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.

  End of March I dropped my truck off for a diagnostic they give me one on March 29th for 4693 dollars including valve covers, leaking oil on the engine and various other issues. I decide to use them,They gave me a timetable of 4 days. 8 days pass no contact so I call, they claim to have to order a part. 10 more days pass no word from them so I call, part got lost in the mail supposedly. Now here we are in mid May and they say they did the work but it’s still leaking oil and it will cost more and have the vehicle for even longer. It was originally an oil issue so it has the same issue yet they charged me almost 5000. We spoke before the work that I owe 5k and 5k of work make sense for 10k as the truck is 2010. But anything more than that and it’s not worth it and I would not of put that money into the truck. Now they are trying to add to It after the fact when George at service told me top to bottom good to go 4693. I would not of gone through with the work if it were to eclipse 5000.

  

  Business Response

  Date: 05/30/2023

  When customer brought his 2010 **** **** with 87,722 miles to us, he told us that he had been advised by another shop that they were unable to resolve the problems with his truck. Mr. ********* told us that the other shop had attempted repairs which did not resolve problems and referred him to a **** dealership. Our company agreed to perform diagnostics for his complaint which was check engine light.  Our technician found the vehicle was undrivable and not safe to be driven due to low oil level, engine misfires, lower steering shaft seized, broken left front spring, and parking brake shoes missing. We provided the Mr. ********* an estimate for repairs based on our initial assessment which he approved. When initial repairs were completed, the technician discovered during the test drive additional problems with low oil pressure. We advised Mr. ********* of our discovery and asked for approval for additional diagnostics which he declined. We have asked Mr. ********* to provide documents from the shop that had previously  attempted engine repairs so we could identify if the faulty prior repairs were the cause for loss of oil pressure.  If Mr. ********* will provide us with this documentation it will help us produce a more accurate diagnosis without additional cost. Mr. *********** present balance owed is $5,065.33. We will require this amount paid before we engage in additional services. 

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  the initial assessment was told by George to me that it would be top to bottom good to go, with a price of 4693. As I owe 5000 on the truck any work exceeding 5000 George and I agreed would be pointless as I would exceed the value of the truck. Now after months and finally doing what they said would fix it, it is not fixed and they want more money. After agreeing to the original work and having that done, I am now told possibly a copper seal and couldn’t guarantee that to fix it. So now after they have charged me over the original assessment they want more. I don’t see how they can sucker me in for 5k and then need more to get it to run after telling me it would be good to go. I would not of proceeded.  
  Regards, 
  
  *** *********

  

  Business Response

  Date: 05/31/2023

  We believe previous attempts to repair this vehicle and/or the vehicle having been run with low oil levels over a period of time. may have caused internal problems in the engine.  We are not able to diagnose this further without inspecting internal engine components which will result in additional cost. If Mr. ********* will provide us the documents we have requested from previous attempts made by another shop to repair the vehicle, it may lead us to the cause without additional diagnostic cost.

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I had ************ **** do work for a misfire in the 5th and 6th cylinder weeks prior to going to caskinette. They tried a timing solenoid it did not work still showing a misfire, they recommended a cam phaser but they couldn’t do it and recommended the **** dealership. Caskinette found the oil league originally, it’s in the diagnostic, it’s still not fixed.  Caskinettes never asked for any documents from ********** until this point, they did not care when I told them back in March. They were set on their diagnostic so I agreed. Caskinettes asking to do more work when I can’t ****** more and it exceeds the value of the truck defeats the purpose of doing the work. I would not go out to a restaurant, wait two hours, not get food and still pay the bill.  
  Regards, 
  
  *** ********* 

• Initial Complaint

  Date:01/16/2023

  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.

  Last Monday 1/9/23, I inquired about a truck at their dealership that I saw online. I was contacted by a salesman who confirmed the vehicle was there and told me to come check it out. I began the hour and a half drive up, only to be told halfway into my trip that the truck was actually sold. Okay. No big deal. I continued to a few other dealerships to check out other trucks but did not end up making a purchase. On Friday 1/13/23, I received a phone call from the salesman at Caskinette’s telling me the truck I was interested in was available again because the deal fell through. He told me I had to come out a down payment on it in order for them to hold it. I left work early, made the hour and a half drive once again, looked at and drove the truck. The following day, Saturday 1/14/23, we worked out a deal between myself, the salesman and the sales manager. I committed to the purchase, and made arrangements to pick it up today 1/16/23. They ran my credit score, sent the deal to the bank, and I was on my way to having a new truck. They called me today 3 hours before I was supposed to leave to go pick up the truck, and told me that this truck had actually been sold the week prior. Now they’ve put a huge ding in my 800+ credit score, and I have nothing to show for it. Instead, they continued to try to sell me more trucks. The sales manager then went as far to stalk my ******** page and send me screenshots of my posts with harassing messages. I made a post to make others aware of how they run their business, only to receive MULTIPLE comments from other people regarding the same horrible experiences. This is unbelievable that they are allowed to operate in this manner. I’m in the market for a new vehicle, clearly, and now will have to suffer another hit to my credit score if I find another vehicle. I’ve lost time at work, not to mention gas traveling for nothing.

  

  Business Response

  Date: 01/18/2023

  Caskinette Ford Response: A mistake was made and we have not been able to provide a solution Ms. ******** finds acceptable.When we discovered the vehicle had been sold, we apologized profusely and didn't hesitate to offer alternatives and choices. Everything we offered was declined.Understandably, because of our mistake Ms. ******** is very upset with our Company. She has taken her complaint public via social media. We have done nothing illegal or improper .... we made a mistake and collected no money from her.Unfortunately, we cannot modify credit records as requested. However, a credit inquiry on Ms. ********'s credit file scoring 800+ will not obstuct her ability to obtain credit.  Ms. ******** has been in contact with her salesperson Derek and sales manager Jenna.  If she would like to talk with me I will take her call ###-###-####.Chris P****, GM