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:06/09/2023

  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 was sold a car with a salvage title and it can’t be resold again and they are not helping me with this issue

  Business Response

  Date: 06/14/2023

  Good afternoon.  We absolutely have been helping Mr *****.  There was a clerical error when we sold Mr ***** his vehicle and his title came back salvage.  We arranged for NYS DMV to correct it and we just rec'ed confirmation that they have.  He will receive the title in the mail in a few days

   

• Initial Complaint

  Date:05/08/2023

  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 punched a used 2015 *** ** from Towne auto. I picked up SUV from Towne auto on May 2 2023. Now the SUV is very loud, there is oil leaking out under the hood onto items under the hood which is very unsafe, service engine light is on now. Being a woman I believe if I go to a dealership to buy a used vehicle not knowing much about cars that going to a dealership they would not sale me a car that's not running well. The car is not worth what I paid for an didn't know 154000 miles on a car is bad. I called business manager at Towne auto Trish B******** an sales and leasing consultant Brian H********* on May 5th & may 6th an today May 8 and left both messages in regard to why I was calling. I spoke with Brian today May 8th, I told him the problems with the vehicle an informed him that I want my money back or a different vehicle. Have not had the vehicle for 7 days yet.

  Business Response

  Date: 05/09/2023

  In regard to Mrs ********* concerns on the ***.  The salesperson did explain to her to bring the car in and will look at it free of charge.  Unfortunately, we cannot take the car back based on the fact that there is a loan on the vehicle.  She is bring the car in on 5/10/2022 so we can take a look at it to see what is wrong.  We just dont want to over promise anything to we see what is going on with the check engine light.  My cell is *********** thank you. 

• Initial Complaint

  Date:04/13/2023

  Type:Billing 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.

  Toward the end of january i had about $2500 worth of work done at Towne Ford after having trouble with my car. They replaced Around the beginning of march I have a problem where I started my car in my driveway and after running a few minutes it had shut off and wouldn't start. I went and got a new battery and nothing so I then paid to have it towed back to Towne Ford where the work was done previously. After the car arrives I receive a call from them stating that it would be like $189 an hour for diagnostic. I explain to them that I brought the car back to them because they had done work last and that i do not have much money to spend so I would like to be updated hourly so I don't go over my budget. I am told okay and that he has his best mechanic on it. I receive a call later in the day telling me that they are getting back codes to something with the transmission and it would be cheaper for me to just replace the whole transmission, Which i am then quoted almost 9K for!! I tell them i definitely cannot afford that and will figure something else out. When i go in to pay the service bill and retrieve my car, i am told the bill is over $900 and includes 7 hours of labor. I told them that i specifically asked to be updated hourly because i do not have that money to spend. I am told that that was in his notes but i would have to wait and talk to the mechanic. After talking to the mechanic I'm told the same thing and that it is hard for them to step away and update me. I am told he will talk to someone and see what they can do. I am then told they can drop it to 767 which still is out of my budget and i explain that to them. I am told they cannot release my car until it is paid. I contacted ford corporate who then contacted Towne just to send me a text telling me that they are charging me 767 now and to call the manager if i would like to dispute. I called and no answer so i left a voicemail and no call back. I still do not have my car

  Business Response

  Date: 04/14/2023

  We will reach-out to the consumer directly and work to negotiate a settlement that is fair to everyone.

• Initial Complaint

  Date:02/20/2023

  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.

  I purchased a new 2019 **** **** in December 2019, I have always owned ***** and found them to be reliable. This vehicle has been terrible. I have extended warranties in the vehicle, I have a maintenance plan, everything but when I take it to get serviced they can never find the issue until I get mad and talk with the mechanic. I took the vehicle in 1/30/23 because it was displaying an orange wrench. They fixed an issue with the AWD. When putting the vehicle back together they didn’t tighten the bolts in the drive shaft and it fell off my car while I was driving and was dragging 2/16/23. I had the vehicle towed and they said it was just a loose bolt. I demanded to speak to a manager and Bob set it up for me to speak with the GM. He was pleasant and I thought the conversation went well; however he was not honest. They just kept saying the bolt was loose, but I saw it hanging off of the vehicle. He told me the good news is if I was driving down the highway nothing would have happened. Neither of these are true statements. The vehicle is once again shaking and it needs to be fixed, but I do not trust Towne to fix it as they just put a bandaid on it and didn’t properly fix it the last 2 times.

  Business Response

  Date: 02/21/2023

  We certainly stand behind our work and will be happy to have the customer bring the vehicle back to us us to check out the source of the vibration she is feeling. We will provide a loaner for her to use while we have the vehicle and offer free pick-up and delivery if that would help Ms. ******. I will call her this afternoon and find out what she would like to do.