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:08/24/2023

  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.

  On July 15, 2023 I was at the Lance Cunningham to purchase a new truck. A deal was agreed upon and paperwork was signed. I took the new truck and the dealership accepted my trade in, a 2023 BMW M5. A few weeks later, it was brought to my attention that the paperwork was completed correctly, and the dealer said that their software didn’t catch that my trade in was a leased vehicle, which meant I owed almost $7,000 more in taxes. I was not able to afford that extra amount, and if I had known that was going to be the correct amount initially I never would have agreed to the deal.
  So the dealership and I agreed to undo the deal. I had driven the new truck about 800 miles and my trade in had been driven over 2,000 since July 15. During that time, the windshield on the BMW was damaged. I had been made aware of this before we knew that the deal was incorrect, as the GM for the dealer, Sequoia Notton, had emailed me asking about a price to replace the windshield.
  Fast forward to today, 8/23/23, the dealership is ignoring my claim that they should pay for the windshield to be replaced.
  The dealership also failed to give me my full down payment refund of $4,000. They only paid me $3,495.46. The reason is because of “fees” to undo the deal. The reason the deal was undone is because of the dealership’s mistake in the first place.
  All I am asking is that my full refund be given, and that the windshield on my 2023 BMW M5 be restored back to how it was when I attempted to trade it in, as it was not damaged at that time.

  

  Business Response

  Date: 08/28/2023

  I have corresponded with Mr. ***** to resolve this issue, a check for 1769.33 has been issued today 8/28/23 for the difference in down payment and cost to have the windshield replaced. 

  Customer Answer

  Date: 08/28/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:05/15/2023

  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.

  On Jan 23, I paid $220.19 for a diagnosis from Ford on my truck that wasn’t starting. They recommended changing the pickup coil, ignition control module, and replacing oil pan gasket for >$2k. Instead of letting them do the work, I replaced the pickup and ignition module myself. To my surprise, this did not fix the issue at all. Long story short, the issue ended up being the distributor cap. I did this simple fix myself and requested my money be refunded, since their technicians clearly did not pinpoint the issue. Apart from wasting money on parts that I didn’t need and paying them to “diagnosis” the issue with my truck, I spent hours figuring out the fix myself. They refused to refund my money and did not answer my emails requesting more information on their diagnostic findings. I would like to get my money back and warn anyone looking for a mechanic to be very leery of Lance Cunningham Ford on Clinton Hwy.

  

  Business Response

  Date: 05/26/2023

  After further review with new management, the corrective course is to provide a full refund to the customer. We apologize for the inconvenience and strive to make sure that we hold our employees to the highest standards and education.   We will address the situation further in our training so that we may continue providing the best service to our customers.   A refund will be issued to credit card today 5/26/23 and may take a few days to show up. 

   

   

• Initial Complaint

  Date:12/01/2022

  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 was having a lot of trouble with my transmission. I received a recall letter from Ford, I called Lance Cunningham Ford to schedule an appointment to get the recall fixed. It was for a plastic bushing in my transmission. I had to wait a month to take my car in. They had it for two days which I had to get a loaner. Picked my car up they told me it was fixed. I still had trouble with the transmission. I took it to a transmission garage had my transmission rebuilt for $4000. I just received another letter from Ford saying it to get the recall fixed. I called Lance Cunningham and they told me they never fixed it. I can't get anyone to call me back. I've received two different reasons why they did not fix my car, I can't understand why they kept it for two days if it wasn't fixed
  

  

  Business Response

  Date: 01/08/2023

  Business Response /* (1000, 5, 2022/12/14) */
  The field service action that was open on this vehicle was for a shifter bushing. In this case the bushing was being inspected and replaced if needed. The bushing is simply to hold the cable in place for when the transmission goes into park This inspection or bushing replacement has no bearing on the transmission shift quality or performance of the transmission itself at the time. The vehicle in our shop parts were not available for the replacement of said bushing at that time. If customer feels that this is an error we recommend to reach out to for customer service to see if they can further assist them in anyway.
  
  
  Consumer Response /* (3000, 7, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I took my car to Lance Cunningham for the recall I was told it was fixed by two different people. One was the transmission specialist. After getting my transmission rebuilt I received another recall letter from Ford, when I called Lance Cunningham Ford concerning it they told me my car was never fixed. I was told two different reasons by the scheduling manager, one they didn't have the parts, two, it wasn't broken so they didn't bother fixing it. I called Lance Cunningham several times to find out why the recall was not fixed., No one ever got back to me. I called Ford three times before helped me case number. had from Lance Cunningham called me back and told me he had no idea why my car was not fixed nor why they told me it was fixed when I picked it up. The recall has still not been fixed.
  The recall stated that my car could slip out of gear, causing an accident. This was exactly what my car was doing when I took it to Ford and Heather transmission rebuilt it was slipping out of gear, which is what I told Lance Cunningham's transmission specialist
  Add
  
  
  Business Response /* (4000, 9, 2022/12/19) */
  As of the date when the Vehicle came in parts were not available at that time, once stock came available to perform the FSA we can do. If the owner feels like the transmission failed because of the bushing damaged or missing, it was inspected at the time it was in shop and had no damage or missing. We can not perform the FSA if parts are not made available when the customer came in to visit. If owner feels that the transmission failure occurred because of the FSA then owner must file a case with Ford Directly and follow the steps set forth. Also back August 2017 owner went to a dealer in Illinois for transmission slipping and no issue was found. It seems that Owner feels this has been an issue long before Lance Cunningham has been involved. Also Cust has a total of 3 FSA open on this vehicle as of today. Parts are now available to complete the Bushing FSA. If owner feel that this is a cause of the transmission they must contact Ford These are the open FSA currently open
  
  19K02 TAKATA AIRBAG INFLATOR EXTENDED COVERAGE
  22N02 FRONT BRAKE FLEXIBLE HOSE REPLACEMENT
  22S43 TRANSMISSION SHIFTER CABLE BUSHING
  
  Here is what Ford states on the 22S43 Fsa Shifter bushing
  
  A damaged or missing bushing could prevent the shifter from moving the
  transmission into the intended gear position and cause the vehicle to move
  in an unexpected direction. The transmission may not be in the park
  position, even though the shifter position indicates that the vehicle was
  shifted to park. Exiting a vehicle without the transmission in the park position
  and without the application of the parking brake may allow the vehicle to roll,
  increasing the risk of injury or crash.
  
  As you can see that it states nothing to do with the shifting of the vehicle.
  
  Any and all question for this FSA should be directed through Ford at customer service at 1 (800) 392-3673. The case number that was provided does not come up. If cust have further question please feel free to contact me anytime at the dealership at 865-687-2100 and I will directly work with them and try to assist them where we can.
  Chris Whitney
  
  
  Consumer Response /* (3000, 15, 2022/12/20) */
  I would love to know why you had me schedule an appointment for the recall kept it for two days made me pay for a loaner car and you didn't even have the parts to fix it. But when I picked it up two people told me my car was fixed. I thought the recall had been fixed so when my transmission was still having issues after taking it to Lance Cunningham, I took it to Ace Transmission to have the transmission rebuilt.
  I'm not sure where you got your information but in 2017 I didn't have problems with my transmission and I did not take it to a dealer in Illinois.
  You keep telling me to bring my car in to fix the recall, but how can I trust you when you didn't fix it the first time? If the parts were not in, you simply could have told me before I brought my car in instead of making me believe my car was repaired when it wasn't.
  
  
  Business Response /* (4000, 17, 2022/12/21) */
  , If you do not feel comfortable with us looking at your vehicle, All I can suggest is to contact Ford and work with them to find a dealer that you feel comfortable with to look at your vehicle. As for the Two days the first step is to inspect the bushing and go from there. As with most business these days we are short staff and try to schedule accordingly to service all vehicle that come in our doors, but sometimes we fall short because of personal issues. Once it was inspected, we ordered as much parts as we can to service your vehicle. As far as the information I got from 2017 there was a warranty claim filed on your vehicle that states you were having issues back then, but no problem was found. If you would like to meet in person or talk over the phone to get this resolved I will be more than happy to meet with you,
  
  
  Consumer Response /* (4200, 19, 2022/12/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This isn't a resolution. I called Ford and Lance Cunningham three times to find out what happened. No one called me back, until ford forced to call me to say repeatedly I don't know what happened, I don't know why we told your your car was fixed, I don't know, but now that BBB is involved you interested in talking?
  Whyvwould you need to tear my car apart to look at the know what parts to order? It was a recall! They tell you what parts are needed. So I need to bring my car back so you can look at it again? How much will I spend on a rental this time?
  You are taking absolutely no responsibility for your errors. I don't know who I'm conversing with but why didn't you speak with me the three times I called? Or when Ford tried to get someone to contact me? Now you want to talk? Sure let's meet explain why your staff is incompetent. Short staffed is a great fall back.

• Initial Complaint

  Date:10/05/2022

  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.

  Recently I went to this dealership and purchased a preowned 2017 jeep wrangler jku, I even received a copy of the service dept used vehicle inspection, which showed that it was signed off by the service dept that everything was checked off in green as good and it was good for resale. After getting it home I found an oil leak. I brought the vehicle back and they claimed it was spill over from the oil change, 2 days later I brought it back again and told them it's the oil filter housing cracked and leaking, they finally replaced it. They had never checked when they had the vehicle in service and had been leaking for some time and checked the vehicle off as no leaks. The roof panels leaked, i brought it to them, they said it was a folded seal, I got it back and it still leaked, the seals never were folded previously and they never checked it when I brought it in I found out. I contacted them again with videos of it leaking and they told me it's not leaking, when I had proof and they refused to fix it or even look at it.The tires on the vehicle they told me passed the safety inspection in the service department. The tires I discovered were cracked in the sidewalls and treads and the left rear tire had a slow leak. The porter there even told me when I was picking up the jeep that they told him to add air to that tire since it had a leak, I had no knowledge of this when I purchased the vehicle. When I paid $900 out of pocket to have the tires changed somewhere else they pulled a nail from the tire. I also purchased the vehicle on 8/31/22 and was supposed to received a $500 visa gift card per their advertising and they refuse to honor their advertisement. I paid $900 for the tires, am owed a $500 visa gift card and spent another $200 on parts such as coolant & spill free funnel to remove he air they left in my cooling system after replacing the oil filter housing, roof seals and bell housing plugs they lost. I want to be reimbursed and the $500 visa gift card they owe me.

  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 6, 2022/10/11) */
  
  The fix operations director, ***** ******* has called the customer several times with no answer. Mr. ***** refuses to have a conversation on the phone or come in person to discuss. It would be my pleasure to meet with the customer to discuss his demands and come to a resolve. Mr. *****, my direct line is XXX-XXX-XXXX, or email me to let me know when a good time is to call you is. ****** *****- Controller my email address is: ******@lcford.com
  
  
  
  Consumer Response /* (3000, 10, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I was typing my last response the dealership apparently posted one, as well. I never received any calls or voicemail from anyone at the dealership. I did receive an email from ***** ******* stating that he wanted me to come to the dealership to discuss it, I informed him that I'd prefer this issue and correspondence to go through the BBB at this time since they had a month to resolve the issues and they chose not to. ***** ******* repeatedly sent me emails telling me he wanted me to "come in" to discuss this. I see his insistence on my coming to the store is so he can use "gang tactics" which they are known for at the store in an attempt to outnumber me and intimidate me once I am there. I had been there multiple times prior to filing this BBB complaint and they never wanted to resolve the issues at any of those times and chose to ignore them. It was until I filed this complaint that I actually heard from ***** ******* in emails. I have no need to make time in my busy schedule and drive down there to be hanged up on by ***** ******* and his staff. ***** ******* knows even with all the expenses I have incurred I wish just to be reimbursed for the cost of the tires being replaced and the $500 visa gift card which I did not receive. The point of the BBB complaint process is to work this out through the BBB, yet this dealership repeatedly wants to bypass the BBB complaint, which is made even more apparent by the email address of the dealership controller in their response. The dealership has a copy of the invoice I had to pay for the new tires & installation and they know they owe me the $500 visa gift card. They can easily send a check for the tire expenses and the gift card to my home address, which they have on file.
  
  
  Business Response /* (4000, 12, 2022/10/13) */
  A Visa gift card is ready at the dealership for the customer to pick up. If he does not want to come to the dealership a check for $500 can be sent to his home address in Lieu of the Visa gift card.
  A release has been prepared for customer review in regards to the tires.
  
  
  Consumer Response /* (2000, 14, 2022/10/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the dealerships offer. Thank you BBB for helping resolve this.

• Initial Complaint

  Date:08/28/2022

  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 vehicle from Lance Cunningham Ford in September of 2019. My dealership warranty is set to expire the beginning of September and they are not able to get me scheduled until the end of September and that my repairs would not be covered, per a phone conversation I had on August 26th. After this discussion I wrote an honest review of my expeirence. I spoke with a service advisor on site on August 27th and she stated as long as the R.O. was created before the expiration it would be covered. She then referred me to the service manager.
  
  In walks , the service manager. After explaining to him my concern he asked me for my last name. When I told him, he immediately became stand-offish and told me he refused to help me because I "burned him on a review". When I reiterated it was regarding a warranty repair he told me to take my business elsewhere.
  

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/12) */
  We schedule appointments, certain warranty concerns take longer to schedule due to limit number of technicians or specialty technicians, like transmission and the backlog of recalls to be preformed.
  
  
  Consumer Response /* (3000, 7, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was explicitly denied warranty service by the service manager because of my honest review of my experience. Warranty service the dealership sold me.