Complaints

This profile includes complaints for Ferguson Superstore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ferguson Superstore

  1601 N Elm Pl Broken Arrow, OK 74012-1704

  
• 

  Ferguson Superstore

  1501 N Elm Pl Broken Arrow, OK 74012-1612

  
• 

  Ferguson Superstore

  500 W Oakland Pl Broken Arrow, OK 74012-1961

  

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:05/28/2025

  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.

  It has been 52 days, and my 2025 ******************* still isnt fixed. Ferguson had it for 10 days before even trying to diagnose it. They waited for over a month to ask *** tech line for help. *** techline asked for additional info, but 10 days after, Ferguson still hadnt responded to **** request for info on the techline case. Bottom line, Ferguson sells vehicles and extended warranty products with an expectation that customers will get issues serviced in a reasonable amount of time, but taking no action for greater than a week at a time is not reasonable.

  

  Business Response

  Date: 07/10/2025

  We appreciate the opportunity to respond to the customer's concerns and would like to provide the following summary of the steps taken to date.
  The customer has brought their vehicle to our dealership on two separate occasions reporting an intermittent issue involving a hybrid system warning message and the vehicle becoming stuck in EV mode. Our certified technicians have conducted multiple test drives and extensive diagnostic scans during each visit. However, the issue has not been duplicated during our inspections, and no diagnostic trouble codes (DTCs) have been recorded by the vehicles onboard systems.
  Due to the intermittent nature of the concern, we opened a technical case with the vehicle manufacturers Tech Line for further assistance. The latest directive from Tech Line, received on June 19, 2025, instructed us to install a flight recorder in the vehicle to monitor and capture data during operation. This tool will allow for data collection in real-time should the condition reoccur, and the information will be escalated to a Senior Field Service Engineer for review.
  Please note that the technical investigation process involves coordination with the manufacturer, which may require more than three business days for responses and recommendations. In the meantime, our dealership continues to prioritize this matter while managing other service operations.
  We are aware that the customer has initiated a lemon law claim directly with the manufacturer, and we understand that the manufacturer has acknowledged this by assigning a Field Engineer to the case. As the servicing dealer, we have submitted all requested documentation and data to support the manufacturers investigation and are currently awaiting their next steps.
  Our dealership is committed to working cooperatively with both the customer and the manufacturer to reach a resolution. We will continue to provide updates as soon as new information or direction becomes available.

  Customer Answer

  Date: 07/16/2025

  The issue remains unresolved, but on advice from counsel, I am unable to pursue this further via the BBB pending response from the manufacturer to our Lemon Law case.  Thank you for your help. 

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 an EV9 on Dec. 2nd:1. I paid the deposit. On the day of delivery, they called to collect payment because they had no record of my payment. 2. Upon receiving my BRAND NEW vehicle, I asked Sunday about several odd spots on the vehicle i.e. there are pieces of film on the dashboard. On the trunk, it looks like there was a sticker that was peeled off, and there is residue that won't come off. I asked Sunday about these things, and he said, "I was wondering what all of this was."3. This is an electric car. Sunday sold me that it came with a fast-charger and he could get it to charge in 20 min. The charger it came with took 11 hours to get to 85%. He didn't know how to operate the charger.4. *** connect did not work.5. We live in *****, and when the plates were mailed to the *** the amount due for TTL was wrong. My trade in had not been calculated into the purchase price. The check sent to the *** was for $3660.63 versus $1896.38, the amount due. It is late February, and I am STILL awaiting my refund check for the amount I overpaid.6. Sunday assured me he would be available at anytime post delivery to trouble shoot. I called him 3 times, text him, and NOTHING.7. My husband and I tried to contact the ** and GM 10 plus times with no return phone call. We finally got a hold of **** (**), and he told me how to take care of the cosmetic stuff, but said I would have to talk to Finance for my TTL refund.8. I spoke with ***** in Finance. He said that his title person called the *** and they said they had nothing to do with the check. That it is a credit to me. When I asked him the name of his title clerk, he came back and said that they did just "get the check," and it would be overnighted to me on Friday, and I should receive it Monday or Tuesday. Still no check.I request $3000 back from Ferguson Kia. $1764.25 - Refund due for overpay of TTL $1235.75 - Reimbursement for cosmetic work and indemnificationfor the situation

  

  Business Response

  Date: 04/07/2025

  Hi Ms. ************** hope you're doing well and enjoying your new 2024 *** ************* wanted to follow up regarding the Tag, Title, and License (***) portion of your lease transaction. When your deal was finalized on November 30, 2024, we had originally collected $2,880 for ***, as reflected on the attached Deal Recap.
  
  As we do with most out-of-state leases, we contacted your local County ********** to verify the *** costs. Based on their response (attached), we were advised the total would be $3,660.63. Since this was higher than what we collected from you, we chose not to ask you for the additional amount. Instead, we took responsibility for the difference and covered the $780.63 from our dealerships new car gross. A copy of the check sent to the ********** for the full amount is also attached.
  
  When you completed the registration, the actual cost came out to $1,896.38significantly less than the initial quote. That overage of $1,764.25 was returned to us by the **********, and since you were originally charged $2,880, we issued a refund check for the difference of $983.20. That check has been mailed out to you, though we do not show it has been cashed as of this afternoon (April 7, 2025, 1:50 PM). A copy of that check is attached as well for your reference.
  
  Additionally, per your conversation with **** ****, our Sales Director at Ferguson Kia:
  If you have the glue residue on the rear of your vehicle professionally cleaned, please send us the receipt, and we will reimburse you.
  The factory dash defect should be addressed at your local *** dealership under warranty.
  

  Please dont hesitate to reach out if you have any questions or need further assistance. We appreciate your business and want to make sure you're fully taken care of.
  
  **** **** did reach out to you a little earlier today, if you need to speak on the phone for anymore clarity please do not hesitate to give me call. If I do not answer please leave me a voicemail on my personal cell and I will return your call promptly.
  
  **** ******
  Ferguson General Sales Manager
  Ferguson Buick GMC
  Ferguson Subaru
  Ferguson Kia
  
  o. ************
  c. ************
  f.  ************

  
  

  Customer Answer

  Date: 04/30/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 December 2024 this business sold me a 2010 ***** Equinox which the salesman told me was well maintained and had various things fixed. New tires, brakes etc. Admittedly the car was purchased as is but within the first tank of gas the catalytic converter failed. This repair cost $1k. I told the salesman who responded it was probably a sensor and there was nothing he could do. A month later its leaking coolant and consuming oil at a rate of 3 quarts in 6 weeks. Mechanic had to replace the water pump, timing cover gasket and timing chain which was also worn out. Clearly this car was not well maintained. I have now spent $2,300 total on this car and Im only two months in and still do not have a reliable car. They sold a total lemon that was apparently not inspected much at all before it was put on the market. Is this how you do business Ferguson Kia?

  

  Business Response

  Date: 03/28/2025

  We have contacted the customer and are agreeable to help with a portion of the repairs needed. Customer satisfied with resolution.

  Customer Answer

  Date: 04/14/2025

  Business reimbursed some of repairs which I find acceptable.  I consider the matter closed.

• Initial Complaint

  Date:01/28/2025

  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 have bought a vehicle on 10-04-24 and since then the vehicle has been giving me code after code. When taken to the dealership they tell me nothing is wrong with it and it keeps messing up, and they cant get it to throw the codes. I have video and picture of it. (not sure how to get the pics to you) Got it back on 01-18-25 and not it will not go over 12MPG. I am hearing impaired and the communication is not well. I need something done. I have made payments on this car and I have not been able to enjoy it. Can also speak to my sister **** **** ************ or my son **** ****** ************.

  

  Business Response

  Date: 01/29/2025

  THIS VEHICLE TYPE HAS A ***** MODE AND THE CUSOTMER KEEPS SHIFTING TO THAT MODE AND IT IS BECOMING A PROBLEM FOR HER. I DONT THINK THE CUSTOMER UNDERSTANDS WHAT THE ***** MODE IS IT CAN BE CONFUSING. IF YOUR IN THAT MODE YOU HAVE TO SHIFT MANUALLY.

  I AM HAVING MY SERVICE MANAGER CALL HER SISTER TO EXPLAIN THIS TO HER. 

  THANKS

• Initial Complaint

  Date:01/24/2025

  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 daughters car was totaled and Ive spoken to the dealership multiple times about receiving a refund for the nearly $2,000 they owe me for the warranty. Theyve given me false information, and the finance department has never answered the phone when I have called. Its always been a call back while I am at work. We had to go to the dealership to talk to someone. Even then, we didnt get clear information. I sent an email on December 3rd saying exactly what the the finance person asked me to say. He said Id receive my refund in four weeks since it was cancelled a month earlier. He also made me get a title release from Kia ******** I did everything he asked. Its been over four weeks, and I still dont have a refund. This was a scam, and I dont appreciate the way Ive been treated.

  

  Business Response

  Date: 01/27/2025

  Our Finance director has been in contact with the customer and is working to get her refund processed.

  

  Business Response

  Date: 01/28/2025

  refund was sent back to the lender *********** since we did not have a paid in full letter. i have talked to *********** and they are issuing a check to the customer and said it is going out in the mail today. i have emailed the customer and our Finance Director has spoke to her. thanks 

• Initial Complaint

  Date:01/13/2025

  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.

  False advertising, they said on the internet and over the phone, the credit application won't affect the credit score when in reality it will.On January 10, 2025, I applied on the internet for a credit line for a possible car buying and 3 days later, my credit score was already reflected with a hard inquiry.

  

  Business Response

  Date: 01/29/2025

  THE CUSTOMER APPLIED ONLINE AND FILLED OUT A CREDIT APP SO WE CAN GET HIM APPROVED FOR A VEHICLE. SO WE DID THAT FOR HIM AND GOT AN APPROVAL WE CANNOT GET AN APPROVAL WITHOUT PULLING SOMEONES CREDIT.  WE RECORD ALL OUR INCOMING AND OUTGOING PHONE CALLS. THE CALLS I LISTENED TO HE WAS TOLD THAT IT WOULD BE A HARD PULL. WE WILL REACH OUT TO HIM AGAIN.

• Initial Complaint

  Date:10/14/2024

  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.

  Wednesday, July 10th On route to ************, ** our 2016 *** ****** SXL (****** miles) encountered a severe engine knock and loss of power. It was towed to Ferguson Kia in ************, Ok on Saturday, July 13th.and dropped off in their bullpen parking lot at 10pm that evening. Sometime around August 7th when it was finally diagnosed. In between the drop off, diagnosis, and today, we have exchanged numerous phone calls and text messages asking about a loaner or rental car and what was going on with the car, to which we continually received vague responses, are told, weve been too busy to get to your car. or have received no response at all We were finallyntold that we were covered under warranty for the engine and that the new engine had been ordered and would be delivered in about 7-10 days and that *** would be covering $40 per day toward the cost of a rental vehicle On August 28th, we received a call to inform us that the turbo was failing and that it was not covered by the warranty and that we would have to pay $2,100 to cover the new turbo! After an additional delay we were told "they had to re order some bolts that got lost during the waiting process for the turbo to come inHopefully well get those in this week and get it done for you We expresses concern about this and received a response of Yes, I do understand that does look bad on our part but I can assure you this will be done correctly. I do apologize for the convenience also, I did not mean to say they were lost they were broken during the process of installing the turbo. We have repeatedly reached out regarding our car, we have been more than patient and understanding and feel we have gotten nothing but lies, delays and a complete runaround. So here we are 88 days later, countless promises of returned calls and loaner cars and yet we still have no 2016 *** ****** SXL. Other emails and messages have been sent to Ferguson Kia **************** **** and one owner. NO REPLY!

  

  Business Response

  Date: 10/15/2024

  I called ****** last friday and apologized for lack of service. Their vehicle was to be driven through the weekend to confirm the repair. As of now the vehicle is complete and getting cleaned for the customer to pick up this afternoon. The customer will not be charged for the cost of the new turbo.

• Initial Complaint

  Date:10/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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've had nothing but issues with this company since I bought my car from them. I had a previous BBB complaint that was resolved because of the complaint, but this is not related to that. I bought my car in Oct of 2023, and I paid it off in September 2024. I sold my vehicle. I went to the dealership to cancel my warranty and gap insurance, and the receptionist called at least 7 people and no one answered or was available. Then, she went to look for a finance manager in the back but came back and said there was no one back there. She then says that usually finance managers are out of there by 5pm when they close at 7. Then goes and looks for someone one more time and comes back and says every single finance manager in the entire dealership was doing a deal and it could take up to 1-2 hours, and that I could wait or come back in the morning at 8 when they opened. I just want to cancel my gap and warranty. I sold the enclave, and I want my money back. No one will give it to me and is giving me the hardest time to get my money back. They are crooks. I said it before and took it back when they fixed my car the first time with the seal issue they took 7 months to fix lying about seals being on order and they never were. Now, I just want my money back for my warranty and gap insurance.

  

  Business Response

  Date: 10/09/2024

  we have reached out to ****** about her cancellations. she has been reimbursed for her extended warranty cancellation and has already picked up and  cashed her check.

  she came a super busy time but we were able to follow up with her shortly after that. 

  her gap cancel will be reimbursed by her lender and they have already initiated that. 

  thanks

   

  Customer Answer

  Date: 10/09/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased Vehicle on 7-1-2024 with ****** miles, about 64 days and ***** miles after purchase front wheels began to shake so i called Ferguson Superstore and informed them of concern and they said take truck to nearest gm dealer so I took truck to gm dealer service center near me and they said when Ferguson Superstore performed Alignment prior to sale they didn't tighten adjustment pin assembly at alignment task, told ********************** and they called it a (wearable items)really I haven't had the truck very long so I was out of pocket $325.25 Recon Summary states they had just aligned it before i purchased it this is BULL I need to be paid back for this Attached are 2022 GMC Denali Certified Pre Owned purchased on 7-1-2024 by *********************** Purchase Contract and Odometer Disclosure Statement ***** Miles at purchase GMC Certified Pre Owned Warranty Sheet 2022 GMC Denali Ferguson Superstore Rapid Recon Summary and **************************************** Invoice for Repairs at ***** Miles on 9-3-2024

  

  Business Response

  Date: 09/17/2024

  We have reached out to the customer and reached a resolution. Customer is happy with our solution.

  Customer Answer

  Date: 09/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 clear that I did NOT want any add ons ex. key replacement and dent and ding. The finance person added them anyways. I have been trying since the first day to get these cancelled. They moved this person to another department. All I get is excuses and promises but no refund.

  Customer Answer

  Date: 12/19/2024

  I finally did received the money they owed me. My complaint also included the fact they added these fees after I told them more than once I didn't wont them. If I had not read the paperwork I would have never known they added these fees.