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:06/12/2025

  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.

  March 4th, 2025 I contacted Royal Family Auto to cancel my extended warranty. They advised me to send the odometer reading to the cancellation department, via email to Royal Family cancellation department. I did that March 4, 2025. I waited for 3 weeks and the cancellation was not yet filed to ********. I called the dealership and they would not answer my call. I went to the dealership and they told me it would take 90 days. I then called my financial loan institution, ***** **** of Ohio. They told me they had not received any moneys from Royal Family. I then called ******** and they also said they had not received any cancellation notice from Royal Family. I waited again 30 days, I spoke to the cancellation department at Royal Family, and they told me it was being processed. I then called ***** **** of Ohio, they still had not received any moneys. I then called ********* they also had not received a cancellation. ******** sent me a email to file a cancellation request through them, they would forward the information to Royal Family, no results to date, 6/12/2025. I spoke to ***** **** of Ohio 6/11/2025. They advised me to go to the dealership to ask what the delay is. ***** **** of Ohio said if I do not get any results to contact them after the visit and they would step in. I will be going to the dealership 6/19/2025, because I am currently out of state.

  Business Response

  Date: 06/12/2025

  Hello,
  We apologize for the delay in responding to this complaint. Please note that the warranty in question has been cancelled, and the refund amount of $1,050.85 has been issued to the lender, ***** **** of Ohio.
  While **** delivery times can occasionally vary, we can confirm that the funds have been sent to the lender as part of the cancellation process. Thank you for your patience and understanding.

• Initial Complaint

  Date:06/11/2025

  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.

  I bought my suv last yr,I purchased the 24mon 24,000 mile extender warranty, ive called to have my ma y many issues fixed they always tell me they have mechanic shortages and 2 weeks to get it in , and last time I put in the shop with multiple issues, they kept it a month. I would call every week to check and they would say that there short handed, then ask what's the issues again, I would drive thru the lot and it sat two rows back behind other cars and basically I don't think they ever tried to fix it , finally they said check engine light wasn't on but it definitely was and is still on , still leaking radiator fluid , motor sounds like it will blow up , stop start function still doesn't work , it runs like it's gonna stall , it starts sometimes and not others ,front suspension is out of alignment, and bad tie rod or something, lights sometimes work sometimes not , rattling in engine compartment, and never got windshield replaced after I purchased it as they promised upon sale , so I picked it up ,and ran semi ok for about a mile and back to running the same , im paying alot for a vehicle that is so unreliable and just a hazard to drive , I ask if I can use another shop they said not unless it's 40 miles out of there range , I have spent hundreds and hundreds on this being a train wreck and the extra warranty, they are incapable of fixing it or just don't want too, I took it and had it put on a scanner and it's got multiple codes wrong on the engine ect, im at the end of my rope with this , I can't afford another month in the shop with no results and no reimbursement for a rental

  Business Response

  Date: 06/12/2025

  Thank you for the opportunity to respond regarding the concerns with the vehicle.

  
  When the Durango was previously in our service department, there was no check engine light present, and we were unable to identify any issues requiring repair at that time. We performed a full pressure test on the cooling system and found no leaks. Additionally, the vehicle ran smoothly during our inspection and road test, with no signs of engine trouble or stalling.
  We would be more than happy to re-evaluate the vehicle if the issues have since become more noticeable. Please feel free to contact us at your earliest convenience so we can schedule a follow-up appointment.
  We are committed to ensuring our customers are taken care of and appreciate the opportunity to assist further.

• Initial Complaint

  Date:05/22/2025

  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.

  Complaint Summary:
  On February 18th 2025, I purchased a vehicle from Royal Family Motors and paid $3,297.54 down. I was told by the salesman that I was 100% approved for financing and just needed to come in and sign paperwork. I traveled from Pittsburgh, PA to Ohio based on that promise.
  
  After arriving, I spent 8 hours at the dealership. I later discovered the salesman ran my credit multiple times without my consent. While waiting, I was told the delay was due to the vehicle being serviced and waiting on supervisor approval. I was shown a vehicle that did not meet the features I requested (specifically, no third-row seat), but after hours of waiting and being emotionally worn out, I agreed to the deal.
  
  Soon after, I experienced serious mechanical issues: steering wheel lock, brake issues, and engine shut-off. I called the dealership’s shop on April 6 while still within the 3-month/3,000-mile warranty. I was told I couldn’t be seen until May 12 and never received a follow-up or a loaner vehicle. On April 19, the engine failed. When I called again, they refused service, claiming I exceeded mileage—despite me reaching out while still under warranty. My engine blew due to no oil in vehicle. The oil light never came on.
  
  My temporary tag expired April 4, 2025. I still haven’t received a title. On April 21, they requested a utility bill due to an address mismatch—a problem that should have been resolved at the sale.
  
  I’ve made multiple attempts to resolve this with no resolution. I’m unable to work due to lack of transportation. I have 6 children. I’ve lost out on summer plans, I’m unable to take my children to dr appointments, I lost money and unable to make payments on my sons travel basketball team. Extreme lack of communication, transferred to various employees. No paper trail all communication done over the phone. I have reason to believe this vehicle was never serviced.

  Business Response

  Date: 05/22/2025

  Response to Complaint Regarding Vehicle Warranty and Service
  Thank you for the opportunity to respond to the above concern.
  Ms. ****** ******** purchased her vehicle with a 3-month/3,000-mile limited warranty. When she recently brought the vehicle in for inspection, our records indicated that it had been driven 3,607 miles, which unfortunately exceeds the mileage limit covered by the warranty.
  Upon inspection, we discovered that the vehicle was completely out of oil, suggesting a loss of oil that had not been replenished. This condition likely led to the current engine failure. Because the warranty had expired due to mileage overage, the necessary engine replacement is not eligible for coverage under the original terms.
  While we regret that the warranty is no longer active, we do want to help. As a gesture of goodwill, we are offering a dealer discount on parts and labor to assist Ms. ******** with the cost of repairs.
  She is welcome to reach out to me directly to discuss this offer further:

  RAY S****** 

  GENERAL MANAGER 

  ROYAL FAMILY MOTORS

• Initial Complaint

  Date:04/21/2025

  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.

  In November 2024 we got a GMC Acadia. March 7th we took it to a Chevrolet Dealership for a routine oil change and to have them look everything over to make sure there wasn’t anything wrong with it as I was due with baby #3 at the end of April and I wanted to get any issues dealt with as soon as possible. While we had a warranty. After completing our oil change Chevy dealership told us it had a transmission fluid line leak so we called Royal Family Motors that same day. They explained to us they were pretty behind and booked out until the end of March. Okay fine, whatever. March 26th we dropped it off and are told they are still backed up and it’ll be like a week before they can get to it. I asked for clarification as in a week to pull it into the service department and diagnose it or a week in total for it to be completed. I let them know I was due at the end of April and didn’t have time to be waiting forever. We were told a week for them to pull it in, diagnose and if it was just the line to fix it as well unless warranty took forever or a part needed to be ordered. I called for updates April 3,9 and 14th. After getting nowhere and it now being more than 3 weeks after I was originally told it would be no more than a week we went and picked it up April 18th as I was now scheduled to be induced on April 20th and we could not go anywhere without the space of this car.

  Business Response

  Date: 04/21/2025

  Hello, and thank you for the opportunity to respond to the complaint regarding ******* *******.
  Like many businesses at this time, we are currently facing staffing challenges that have impacted our service scheduling. We sincerely apologize for any inconvenience this has caused. Please be assured that we are actively working to resolve this issue and improve our response times.
  In the meantime, we have reached out to the customer directly and are in the process of getting their repair scheduled as quickly as possible. We are committed to completing the necessary repairs in a timely and efficient manner.
  We appreciate your patience and understanding as we work through these challenges. Thank you again for bringing this to our attention.

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this is just yet another lie on their part as I haven’t received any contact from the business themselves. 
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:04/08/2025

  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.

  2-20-25 I had came into royal family motors about purchasing a vehicle after paperwork has been filled I was given a 45 day temp tag that lasts until 4-6-25 until the title of the vehicle would come in the mail so I can fully register the vehicle to give about 2-3 weeks. I’ve waited for the title nothing ever came into the mail. I’ve called on 4-2-25 regarding the title I was pushed around by 4 different associates til I had to leave a message for the title department. I had called again 4-4-25 spoke to an individual they said they’ll reach out the title department and that I should receive a phone call the following day 4-5-25. I’ve never received a phone call. I attempted to call Monday 4-7-25 someone answered didn’t say anything huff and puff then hang up I attempted to call back and then get pushed to voice answering machine. I still have no title or answers.

  Business Response

  Date: 04/08/2025

  Hello, and thank you for letting us respond to this situation. I have attached a copy of the receipt from the pa transportation department showing its been done and he should be able to take this to a notary or Penn dot to get his plates with, we use a outside service for all PA deals we sell because of how long the process is to get them complete from Ohio to pa. In this case it has been done and we have included the copy along with the receipt showing all taxes and fees have been paid for him. This should complete his purchase and we thank you for allowing us to respond back and we are very sorry for the delay in the process we try to push it along as fast as they will let us but we are always at the mercy of Penn dot and how long the process takes have a blessed day and thank you again.....

• Initial Complaint

  Date:09/13/2024

  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 2016 jeep ******** unlimited sahara about month ago. The car stopped accelerating in the middle of the road and highway (a huge safety issue). I brought it in and told them, I was told that it would be covered under the 3 month warranty I had on the vehicle just for my jeep to sit at the dealership for 2 weeks now and then be told they won't cover it under the warranty. Prior to that the break lights and indicators didn't work (yet a other safety issue) they replaced the button after I complained about it for a week. I have only been able to drive the jeep for about a week total since buying it and the dealership is "unable" to fix the issue.

  Business Response

  Date: 09/13/2024

  So in response to this complaint, the customer was given a complementary 3 month 3k miles powertrain warranty and the item that is bad on the vehicle is a non covered component, with that said I have spoke to our service management team and we are willing to help with the issue as a one time goodwill gesture and that is we will cover all but a 499.87 difference for again a 1 time goodwill. Please call in to our service department and speak to Matt or Mike and we can get this moving and handled asap for you thank you and have a blessed day.

  Customer Answer

  Date: 09/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  How do you plan to "fix" a part that doesn't exist for my vehicle? There is no ABS vaccume pump for my jeep.
  
  
  
  Regards,
  
  
  
  ******* *********

  Business Response

  Date: 09/23/2024

  As we said before we are willing to replace the non-covered component of her vehicle.  As a goodwill gesture we would ask that she covers $499.87 of the repair.  The rest would be

  covered by us.  Responding to the question of how we would fix a Vacuum pump, we would remove the old one and replace it with a new one.  And a vacuum pump does indeed exist. 

  See below:

  ============================================================================================================================================================

  A vacuum pump in a car serves to generate a vacuum, which is essential for various systems in the vehicle, particularly in engines that don’t naturally produce sufficient vacuum.

  Here are its main functions:
  
  1. **Brake Booster**: One of the primary uses of a vacuum pump is to provide power assistance to the brake system. Many vehicles, especially diesel and turbocharged engines, do not

  generate enough vacuum naturally. The vacuum pump ensures there is adequate vacuum to power the brake booster, making it easier for the driver to apply the brakes.
  
  2. **Engine Performance and Emissions Control**: In some cases, vacuum pumps are used to maintain vacuum levels needed for certain engine components, such as variable valve timing

  systems and emissions control devices like the Exhaust Gas Recirculation (EGR) valve.
  
  3. **HVAC System**: In some vehicles, the vacuum pump may also control HVAC (heating, ventilation, and air conditioning) systems by opening and closing valves that direct airflow within

  the cabin.
  
  4. **Turbocharged Engines**: Since turbocharged engines can reduce natural vacuum pressure, a vacuum pump compensates for this by providing consistent vacuum pressure for brake

  boosters and other vacuum-dependent components.
  
  In summary, the vacuum pump ensures that essential systems in the car, particularly the brake booster, operate effectively, especially in engines where vacuum pressure is naturally

  insufficient.

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I have taken my jeep to another certified machenic and he diagnosed my problem to being rusted out emergency breaks. When the emergency break broke due to rust the pin had lodged itself in my ABS sensor causing all my issues with the jeep. Royal family was telling me that I had an "ABS" Vaccum pump" and I do not have an ABS vaccume pump ony vehicle.  I have also gone to a Jeep specific dealership and asked their service area if they ever heard of the part and another shop near me, none of them know of an ABS vaccume pump for a 2016 jeep ******** unlimited sahara.  The machenic I brought my jeep to was able to remove and replace my emergency breaks, clean up all 3 of my breaks, make sure everything with my breaking system was in good working order and did an oil change for me. Royal family is trying to claim that my car requires a part that is non existing for my vehicle. This is why I do not accept what this place is trying to offer, they are flat up lieing and I do not appreciate or respect that. 
  
  
  
  Regards,
  
  
  
  ******* *********

  Business Response

  Date: 10/14/2024

  The vehicle was diagnosed with having a vac leak is what we had found so this is something when we seen the vehicle last time, our scan tools stated the vehicle needed we are very happy your vehicle was taken care of and running correctly for you.

• Initial Complaint

  Date:07/03/2024

  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.

  On 6-7-24 I purchased a 2011 ford f150 raptor from them. On the test drive i brought up that the check engine light was on. They looked at it and said it wasn't a big deal (emissions related) so it is a big deal but they said they'd take care of it the brake light was also on and they said they'd take care of that too. Neither issues were taken care of. The light was just reset and came on as soon as i left the lot. I didn't take it back bacause i picked up the truck after hours so no one was there and i also drove an hour to get there so i did take the truck home after getting home i foundout other issues with the truck (heated seats don't work broken blend door actuators ect) and a week after i brought it home the powersteering pump went out. I called them 6-18-24 to try and get these issues resolved and dropped the truck off on 6-22-24 they had by truck until 7-2-24 and they did
  nothing to correct ANY issues so i asked for them to terminate the loan and give me my down payment back because the truck wasn't sold to me as advertised i was told "thats impossible we're not *******" and "you want us to fix it for free?". I just wanted it made right. Plus i'm pretty sure a dealer can't sell a car with a check engine light on and not passing emissions is grounds to return the vehicle and get a refund. I wasn't asking for anything more than them making it right and they refuse to do that and refuse to have the general manager contact me because as the finance manager put it "i'm second in command". Yes i did start getting an attitude with them after the finance manager started one with me and they kept screwing me around. At this point i would like my money back and the loan terminated this isn't a dealership i want to do business with ever again they're shady and have no integrity. I put $1000 down and financed almost 27k i expected better customer service than this and was hoping they were an honest dealer but they arent.

  Business Response

  Date: 07/03/2024

  Thank you for reaching out regarding your concerns. Regrettably, we do not facilitate returns on vehicles once purchased, including in this instance with your vehicle. At the time of purchase, an extended warranty was offered but declined, despite our recommendation due to the vehicle's age and limited production nature. Every vehicle we sell includes a standard three-month, 3,000-mile warranty, which unfortunately does not cover the specific issue you mentioned with the power steering pump.
  We offered a discounted rate for the replacement part, which is already cost-effective, but this was declined amidst a heated exchange over the phone. We understand frustrations arise with used vehicles, especially older and limited production models like the Ford F150 Raptor in question. While we cannot cover the power steering pump under warranty, we are willing to assist with resolving the check engine light concern.
  Please let us know your preferred course of action moving forward. We are committed to offering you the best possible assistance, though we kindly request that future communications remain respectful and constructive. Additionally, I apologize for not being available when you initially contacted us; I was engaged in a conference call but endeavored to assist as much as possible in the background.
  Please reach out at your earliest convenience so we can resolve this matter promptly.
  

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Because there was a list of issues with the truck since day one other than just the check engine light 27k is a lot of money to pay for a truck with a list of issues when i was told "everything is in good working order" i got in contact within a reasonable amount of time to get these issues delt with and the dealer had the truck for 9 days and refused to do anything even the check engine light and had no contact to let me know whats going on it took me calling multiple times of calling to get answers and everytime i was supposed to recieve a call back i never did until i got mad. Yes i got an attitude maybe i could have stayed calmer but after 9 days and getting nowhere and basically told you're on your own i was beyond frustrated
  
  
  
  Regards,
  
  
  
  **** *******

  Business Response

  Date: 07/03/2024

  We had tried many times to reach out to you through our messaging service as well as my cell phone regardless at this point, we know what it takes to fix your truck and the other minor items that you’re speaking of are very minor items on an order truck like that it’s not gonna be 100% perfect obviously because of its age Regardless if you’d like to contact Mike, he is our service manager and he will help us get through this part and help help you with the best that we can 

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  You have not tried to reachout to me i have no phone calls, no texts, no voicemails or e mails. The truck was there for 9 days and nothing got done.
  
  
  
  Regards,
  
  
  
  **** *******

  Business Response

  Date: 08/20/2024

  Hello as stated in the previous email that he can contact mike about the issue he was having but you never reached out to us so if you want us to do something please call mike in service and he will see get it scheduled in thank you.

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I did contact him before my truck was at your dealership for 9 days! NINE!  And you guys refused to do anything about the problems that the truck had since day one. Couldnt even fix the check engine light that was on that was supposed to get fixed before i even picked the truck up. So what am I supposed to drive an hour one way AGAIN just to have my truck sit there and get the run around and be told nothing is going to be done about it? Or get told i have to pay you guys to fix stuff that should have been done before it even made it to the lot? Royal family motors is completely unprofessional

  
  
  
  Regards,
  
  
  
  **** *******

  Business Response

  Date: 08/30/2024

  Please contact us at the store and ask for matt or mike and we will help you all we can to get this handled for you the sooner you call in the faster we can schedule you the ext for mat is *** please call in sir thank you......

• Initial Complaint

  Date:06/07/2024

  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 bought a 2011 Hyudia Sonata on 2/13/2024. Before I signed anything I seen the check engine light on and told the salesman Jeremy that I would only buy the car once they fixed the problem with what was causing the engine light to come on. He took it to the back for about an hour and then said it was oil change and that they fixed it. We drove it home to cleveland and parked it. Next morning I turned the car on and the check engine light was on so I went to a friend and he ran the codes and found out that it had nothing to do with the oil and that the timing chain was advanced. I called Royal Family and talked to the service department and after 10 mins they admitted to just resetting the code. We took it back on 2/15/24. and they said they replaced a part but never gave us any paperwork. When we got to Cleveland that same day the light came on again with the same 2 codes. When then found out they supposedly fired these people that "fixed" our car. We took the car back and wanted our down payment back and told them they can have the car. They refused and said we declined the extra insurance that was never offered to us. We did this two more times and the last time they kept the car for almost a month. When we got it home the last time the light came on and wouldn't pass the e check. I took it to a Hyudia service center and paid them over $200 to do a diagnostic test and found the same problem was still going on after 3 months of their service repair place said they fixed it. I called the bank and Royal Family motors has been calling me about what they can do. They lied to me from the beginning and are still lying to me. Now they want me to bring the car in and trade it up to something newer. I told them I don't trust them and that I'll never do business with them again.

  Business Response

  Date: 06/07/2024

  Hello, We wanted to get back to you asap in regard to this complaint. The vehicle was here 2 different times, and we repaired the vehicle both times please see attached service orders since 03/27 we have not heard anything from them, if they would like to reach out to us, we would be more than happy to assist in finding out what may be wrong with the car, but we have not heard anything since March when the car was picked up. Thank you

  Customer Answer

  Date: 06/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. As the one document shows they had the car from 3/27/24 until 5/3/24. They took that long to supposedly fix this issue. I called on 5/3 or 5/4/24 to tell them it wasn't  fixed. That's when they told us he doesn't know how to help us.
  
  
  Regards,
  
  
  
  ******* ********

  Business Response

  Date: 06/11/2024

  Why don't you give us the chance to see if we can help you call in and speak with Matt s****** he is our service writer and let's see if we can figure this out

  Customer Answer

  Date: 06/13/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  We've been doing this since We've gotten th car from you. The last time you fixed it you had it for over a month and never fixed the problem. I don't know if you have anyone there that can.
  
  
  Regards,
  
  
  
  ******* ********

  Business Response

  Date: 06/26/2024

  If you give us a chance, we can try to make it right that’s all that we can do and we promise to do the best that we can to make that happen

  Customer Answer

  Date: 06/26/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We've given to ample time to correct this and you haven't fixed it. We are done.
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:06/07/2024

  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.

  This car dealership sold me a Ford Focus 2013 all electric car. The car was advertised as only having a small amount of miles and being in perfect condition and shape. I purchased the car 06/04/24. I had to return it today of 06/06/24. The car itself is a lemon. The car has electrical issues that has caused the stereo of the car and radio to fail, including the navigation system. The car is all electric and the battery only goes up to 67 mph. When driving short distances would drop down to 25 or 20% Almost leaving the car dead while driving it. When I told the dealership about these issues, They kept avoiding me and choosing not to address them. I asked for the car fax from the salesman who sold the car named Cody *****. He refused to give me the ****** history. When I placed in the VIN number on *********** I discovered that there were 59 incidents and histories associated with this car. I returned it as of today 06/06/24.
  I asked for a full refund. And not only did they offer me only half of what I paid on the car of 197.75. Falsified mileage that was on the car, And proclaim because of the mileage on the car that they were not giving me a full refund of what I paid.

  Business Response

  Date: 06/07/2024

  In response to the attached complaint, we are providing a copy of the ****** report, which confirms that the vehicle has a perfectly clean history. We are unsure why the customer stated otherwise.
  Additionally, we thoroughly explained the vehicle’s electric nature, including its range and charging requirements. We were completely transparent with him about these details. We also informed him that our return policy differs from that of *******; we cannot simply take back the car with a receipt. We made it clear that if he wished to cancel the contract, he would forfeit his $500 down payment. This is due to the substantial costs involved in cancelling the loan and processing the return, which exceed the amount of the down payment.
  Despite understanding these terms, the customer chose to proceed with the return. He also expressed happiness about having a vehicle suitable for commuting to work.
  Regarding the radio issue mentioned in the complaint, we have thoroughly checked the vehicle and found that the radio is functioning properly.
  We appreciate the customer’s business and wish him the best of luck in the future.
  

• Initial Complaint

  Date:03/04/2024

  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.

  Entered by BBB staff LO
  Consumer states he purchased a vehicle in January 2023. He has been having issues with the vehicle. He went to the business to ask them to make the repairs to the vehicle but they told him they could not help him. He had to take the vehicle somewhere else to be repaired and he paid $5000.

  Business Response

  Date: 03/05/2024

  Thank you for bringing your concerns to our attention. We have diligently performed multiple services and maintenance tasks on the vehicle in question, many of which have been provided without charge as a gesture of goodwill. During our last interaction, we advised the individual to seek alternative service providers for their automotive needs. It is imperative to note that we prioritize the safety and well-being of our employees, and any form of threat or intimidation towards them is unacceptable. Therefore, we kindly request that the individual seek assistance elsewhere moving forward.

  
  

  Thank you for your understanding.

   

  Ray *******