Complaints

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

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  Mac Haik Ford

  515 N I-35E Desoto, TX 75115

• 

  Mac Haik Ford

  515 N I35 E Sr 972 Desoto, TX 75115

• 

  Mac Haik Ford

  515 N Interstate 35 E South Desoto, TX 75115-4803

• 

  Mac Haik Ford

  515 N. I-35 E Desoto, TX 75115

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:02/27/2025

  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.

  My wife scheduled a service appointment for 24 Feb 2025 at ************** in ********************** to have Running Boards installed on our 2024 Bronco Sport vehicle. I visited the dealership **************** on 21 Feb about the type of parts available for the vehicle (I asked did he needed the **** "he said he didn't need it"). I informed the parts **** clerk that we had an appointment on 24 Feb to have them installed with No mention by the clerk that the parts were not available, he then gave me an Invoice Quote print out. I brought in (9:15 am) the vehicle on the appointment date and provide the vehicle parts Invoice Quote to the service advisor (*****), and explained to him that the parts and service will be paid for by ****** dealership in ********** where the vehicle was purchased from. The service advisor said that the vehicle would be ready by 5 pm. I was contacted by ***** at 10:45 am requesting a person of contact at ****** for verification of payment for service. I provided the name and number of the salesperson. At 1:45 pm, I went to the **** dealership and meet with ***** (service mgr "******" was present) on the status of the vehicle service, only to be "reassured" that the vehicle would be ready by 5 pm. Contacted ***** at 5 pm to pick up vehicle, he said that the vehicle had "not" been worked on because he could not get in with CARMAX service **** as instructed by the salesperson. At 5:45 pm I arrived at the **** dealership and requested to speak with the service manager, ****** (present during my 1:45 pm visit) gave me and "unacceptable" excuse of bad communication of his service ****. This was a complete "failure" of basic customer service. He assured me that the vehicle would be worked on first thing of the morning next day, only to get a call at 8 am to say the parts for the vehicle were unavailable, Unbelivable!!! I was intentionally "Misled" and "Lied" to of the service status of my vehicle, due to mismanagement and unprofessionalism.

  Business Response

  Date: 03/04/2025

  Please provide clarification if the running boards were installed or are you still waiting on the parts to come in? Also, you have provided a receipt of payment and request refund but car max was paying for it? 

   

   

• Initial Complaint

  Date:01/27/2025

  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.

  I purchased a 2017 **** escape on November 30, 2024 December 16th 2024, the engine blew up on it, and I got it hauled to their shop for warranty repairs.On December 23rd I was issued a list of repairs and prices, including repairs related to to the warranty replacement of the engine. The repairs came up to approximately $1000 in total. I spoke with the manager of used sales, to question how they can sell something in this condition and then expect me to pay another $1000 in repairs 3 weeks later, and was told that the only cost for repairs I would need to cover was the $100 deductible for the warranty.January 23rd I was again sent the list of repairs with the same costs associated,The manager of the shop tells me they were only told to cover the repairs listed, not the associated repairs that come as a result of replacing the engine, namely alignment. I would like to see the repairs I was led to believe are covered, all 6 listed, covered.

  Business Response

  Date: 01/28/2025

  Customer purchased a used as is vehicle. We recommended she use the warranty she purchased with the vehicle. She can pay the 100 deductible to get the repairs done that are needed. Previous mgmt. has already explained this to her and we have responded to his bad ****** review as well. Thank you

  Customer Answer

  Date: 01/28/2025

  I am rejecting this response because:  there were additional repairs that I was quoted associated with what was covered by the warranty. I was informed when I went in person on December 23 by the manager I spoke with that the other repairs were taken care of and I would only owe the $100 deductible

  I was led to believe the other repairs were included via my conversation.

  Business Response

  Date: 01/28/2025

  On a used as is vehicle. Owner is responsible for repairs that the purchased warranty doesn't cover.

  Business Response

  Date: 02/03/2025

  On a used as is vehicle. Owner is responsible for repairs that the purchased warranty doesn't cover.

  Customer Answer

  Date: 02/03/2025

  I have  accepted that this is their position, however I will say that their practices in this matter fall short of the BBBs code of ethics, in that I was told something in person, and they did not follow through. Rather they proceeded with the exact thing my original complaint entailed that I was told was resolved. 
  

   

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising 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.

  They are very dishonorable. They advertise one price clear as day and change it. They had 30k off msp in multiple places on their website and when I inquired they changed prices even though I have proof.

  Business Response

  Date: 01/06/2025

  We were made aware of the price and we have taken correct action to update the price. Thank you  Feel free to contact us if you are still interested in the vehicle

  Customer Answer

  Date: 01/10/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/02/2024

  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 purchased tires from ******** on 9/27/2023. The total price was *******. Apparently these were defective as I had a oil change on October 11th where there tech ***** rotated the tires, saw how bad they were and olsced them back on my 2023 **** Explorer. My husband noticed on Oct. 27th that tread was completely gone. We had to take my truck to ******* for back tires but now front tires are also needed. I sent an email to the *** Mr. ***** on Monday, Oct. 28th after I could not reach him by phone.

  Business Response

  Date: 11/19/2024

  ******* our service director has spoke with the customer and she will be here tomorrow to swap out the tires.

  thank you 

  Customer Answer

  Date: 11/21/2024

  I have reviewed the business response and accept this resolution. ******* did contact me with courteousness and professionalism.  He was eager to hear my concerns and come to a resolution that be good for both of us. They replaced my tires,  aligned them and delivered my vehicle. I am beyond please.

   

• Initial Complaint

  Date:08/29/2024

  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.

  I purchased the Car on June 10th it became dangerously inoperable by June 27th. I recieved the car from the service center on August 1st. On August 15th the car had to be sent back to the ************ center after the engine light came on and the car began smoking. I have not even driven my vehicle for a full 30 days. The service center mechanics have seen my car more than the time I have since my purchase from your dealership. The vehicle has had work done to the transmission, the battery has been replaced and now needs to have the engine serviced. The debt for the car is overwhelming now as the amount of money spent for repairs is over the amount of the monthly car note. Combined I have NOT had my vehicle in my possesion for even 30 days. The car is not worth the value it was sold at and the repairs to the vehicle are not mechanic issues that came from my ownership or operating the vehicle. I believe I was sold a lemon car and the only options I have are to sell it back to the dealership for significantly less than I financed it for. This will place a negative equity on myself and the negative equity prevents me from being able to purchase another vehicle. It is my understanding that because the selling lemon cars is illegal i have been frauded by the dealership. Also they have frauded ************ by accepting the financed full amount from the institution in exchange for what is to be considered a lemon car and an inoperable motor vehicle. I feel as though they have stolen my money being the contract explains I would get an operable vehicle in exchange for the money spent. And I do not have an operable vehicle.

  Business Response

  Date: 09/06/2024

  Customer purchased the vehicle in our pre owned department so there wouldn't be a lemon law available on a pre owned vehicle. Customer was fortunate enough to purchase a **** extended service contract that covers mechanical claims that are not maintenance items.When she called the dealership she was made aware of this and we let her know the local **** dealership in her area to take the vehicle to and use her **** Esp that was purchase when she purchased the vehicle.  Here is the information for that dealership in ******* that will accept her **** esp.

  Killeen ****
  **********************************
  *******, ***** 76543
  ************
  
  ***************

  Customer Answer

  Date: 09/06/2024

  I am rejecting this response because:   the issues that the mechanics at the "suggested" service center have found are NOT covered by the service contract I purchased from the dealership. The issues with the vehicle have been paid for Out of POCKET by myself. The service contract HAS NOT been beneficial in the slightest. I am requesting a termination of the ****** contract as well as the dealership buying the vehicle back for the principal balance. Rhe vehicle can be delivered back to the dealership ******* that my credit will NOT be affected. The systems covered by the service contract were NOT the only issues with the vehicle. I made the Dealership aware of this when I called. That the service contract DID NOT cover the repairs.

  Business Response

  Date: 09/17/2024

  We wouldn't be willing to buy back the vehicle due to something not being covered by her extended service contract. We did offer to cancel her service contract if she no longer wanted to keep it.

  Customer Answer

  Date: 09/17/2024

  I am rejecting this response because: I am a victim of Auto fraud. After meeting with my legal representation I was informed of my rights as a consumer.

  I purchased the car in good faith based on ******** professional recommendation. I asked several times through the process the current state and drivability of the vehicle. I was intentional mislead by ****** (a dealership employee) to get this vehicle. The state and condition of the vehicle was described as "being in a good, working condition". However, The state of Texas defines a car in "Good" condition as:   Good condition means that the vehicle has some cosmetic repairable defects and is free of major mechanical problems. The paint and bodywork may require minor touch-**** The engine compartment may have minor leaks. This vehicle has only minor cosmetic or no rust. 

  The vehicle I purchased was NOT in "Good" condition. The transmission needed to be replaced, the battery in the vehicle had to be replaced AND the engine needed immediate servicing.

  ****** also failed to disclose damages to the vehicle. The State of Texas states ::"Failure to disclose damages: A seller must disclose any known damage that affects the vehicle's value or use, even if it's been repaired." the damages and wear and tear to the vehichle before being sold to me Greatly affected the use and operability of the vehicle.

  Also, upon reviewing my contract I wasn't informed that a ************ contract had been sold to me. During my meeting with ****** and the finance employee during signing I wasn't informed that this was an optional service that was NOT required for a financed purchase. The State of Texas protects consumers from hidden add-ons.

  The Mac Haik Ford Desoto dealership has committed Auto fraud against me by failing to disclose the damages to the vehicle, intentionally mislabeling the vehicle in "Good" condition, and including a unwanted service contract in the purchase of the vehicle. ****** *******, the used vehicle sales person, a representative of Mac Haik Ford Desoto and Mac Haik Ford Desoto have committed Auto fraud.

• Initial Complaint

  Date:08/20/2024

  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 went to this **** dealership like I normally do for an oil change. The dealership change my oil with the wrong oil to start out, they used synthetic blend when I have been getting normal synthetic oil for the past 6 years I have been coming to this dealership m. After getting my oil changed my car has been making a humming noise, I called the dealership on Monday 8-18 and I spoke with ***** to address the issue and he assured me that the manager ***** would give me a call by 9 or 10:00am when he arrived. I did not get a call from the manager ***** on Monday but I did get a call from a lady on Tuesday claiming she was following up and she would have ***** the manager give me a call. Here it is Wednesday and I finally get a call from the manager ***** 2 days later. I explained the situation to ***** that my ******************************************************************************** my car and I need them to look at it. ***** said to me it would be a ***************************************** for their mistake and I asked him why would I pay that when my car was perfectly fine before the oil change. ***** stated he can guarantee that it is to due to the incorrect oil being put into my car. Thats crazy work when the manager is calling the customer a liar without looking at my vehicle. The dealership isnt perfect and they make mistakes like they did when I requested full synthetic oil and they decided to put synthetic blend. ***** proceeds to tell me he can setup a meeting with the general manager and I told him thats fine we can do that and Ill bring my attorney with me. ******************* up on my face, mind you this is the manager that is representing this company. I didnt cuss, threatened or say anything except Ill be glad to meet with the ** along with my attorney. I need **** will figure out the problem to my vehicle that they caused and to train your management because that dealership will be out of business soon with ***** as the manager.

  Business Response

  Date: 08/23/2024

  I hope this message finds you well. 
  
  I have made several  attempts to reach out to ***************************** concerning the service of his vehicle. I have offered him free diagnostics to help determine the cause of the noise as well as a complimentary oil change. Additionally, I am willing to reimburse him for any costs incurred from previous work done on the car.
  
  We are eager to assist ******************* and would appreciate his communication at his earliest convenience so we can proceed with the service.
  
  Thank you for your attention to this matter.
  
  Best regards,
  ****************** *********
  Service Director
  Mac Haik Ford-Desoto

  Customer Answer

  Date: 08/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/24/2024

  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.

  On the week of July 1st, ***** took his truck to **** Auto for repairs. They informed us that they repaired the master cylinder and fixed a gas leak. However, due to difficulties bleeding the brakes, they had the truck towed to your facility at Mac Haik Ford. We were surprised on July 10th to learn about the extent of the repairs needed, including the master cylinder, which we believed had already been addressed (as per the attached invoice), and the hydraulic control unit, which we were never informed about from the repair shop.On July 10, 2024, my son and I visited ******** to check on the status of the repairs, as we had not received any updates. We found out that the technician had assessed the vehicle, but the parts had not been looked up or priced, there was no assurance that the parts were in stock, and we did not receive a written estimate. The original advisor mentioned that he was instructed by "someone" who towed the car from **** Auto to contact a person at the repair shop about the vehicle's status. However, there were no notes about this persons identity.On July 10th (the same day we visited ********), the manager at **** Auto instructed us to contact the dealership regarding the truck, asking if anyone had contacted us about the repairs. We informed him that no one had contacted us. He also mentioned that someone should have contacted us for approval to bleed the brakes and confirmed that the master cylinder had been repaired and was under warranty, including parts and labor. On Friday, July 12th, ***** informed ****** not to proceed with fixing the master cylinder. Yet, as of our discussion on July 23, 2024, we understood that the part is an aftermarket component, and the vehicle was still not functioning correctly. Therefore, we felt that we had no choice but to have another master cylinder installed on the truck. The total cost for the repairs are $3177.01. Also, the cost of repairs at the other shop are $825.00.

  Business Response

  Date: 08/08/2024

   

   

   

   

  I hope this message finds you well. After conducting a thorough review with my team, it has come to our attention that there was a misunderstanding regarding the contact person for the vehicle repair, as *** Auto was the one who brought in the vehicle. It appears that there was a miscommunication regarding the service details with *** Auto, which led to some complications in the repair process.
  
  Upon further diagnosis, it was determined that both the Hydraulic Control Unit (***) and master cylinder were faulty. Following discussions between ****** and *****,approval was granted for the replacement of the *** and brake bleed at a cost of $2,930.77. It was noted that the master cylinder was not replaced as ***** informed us that it had recently been replaced by ***********. Unfortunately, even after the replacement of the ***, it was discovered that the vehicle still had brake issues, which were attributed to the aftermarket master cylinder also failing and needing replacement.
  
  In light of this situation, we have discounted the total cost to $2,930.77, in line with the original estimate. We have also made the decision to comp the replacement of the master cylinder as a gesture of goodwill, acknowledging the inconvenience this has caused you. While the failure ultimately lies with *** Auto for not repairing the vehicle correctly the first time, we take full responsibility for making things right for you.
  
  Management has personally reviewed your situation, and we want to express our sincerest apologies for any inconvenience you have experienced throughout this process.We greatly appreciate your patience and understanding as we work to resolve this matter efficiently and to your satisfaction. Your business is highly valued, and we are grateful for the opportunity to address this issue with you.

   7/30 I wanted to inform you that the customer came on 7/29/2024 @****** to pick up their vehicle. However, they stated that they did not want to take the vehicle due to the brakes squeaking.It was discovered that we did not install the front brakes and rotors; JE Auto performed this repair. 

   

• Initial Complaint

  Date:07/10/2024

  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.

  After the water pump was fixed I was advised that the ** compressor need replacement which includes coolant. I was told the additional cost of this service. and that it is best to do it now since the area is already broken down. I ok'd the ** service with the estimated repair time. Next I'm told the compressor replacement is causing fuses to blow and they have to diagnose for the problem. After about 2weeks I p/u my car. The same day the ** stop blowing cold air for about 15 mins. And I discovered the air does not flow at foot level nor defrost. I advised ******* of this and when I could drop the car off. Mid June I dropped the car off. ******* advised me they will fix the problem we both discussed and agreed there being no cost to me as the issue did not present prior to the ac/diagnostics/fuse repairs. The car was there for almost 2 weeks w/out them looking at it nor communicating with me any updates. Which again prompted me to go there for an update. I speak with another service adviser and was told of their computer system being held ****** and that no action was done as they did not have authorization for the work. I told him that the authorization was a given because of the above reasons. I left and returned that Monday and spoke with the service mgr *******, He listened to me, did his investigation, explained how the issue is not their fault and offered to split the repair cost. I don't feel that is justice because all alone I listen to and come to trust the advisor. I spoke with several individuals at the dealership; initially I dealt with ******* (service advisor) - he's no longer there. Then I spoke to ******* (service mgr), ***** ************** and *** (Dealership GM). In a very short period of time after I brought this car to them in Dec of 23, I personally with 3 advisors and a service manager who is no longer there (for whatever reason). And it is suspect to me that now each time there's an issue they cannot confirm what information I've been given.

  Business Response

  Date: 07/15/2024

  Tell us whI hope this email finds you well. I am writing to provide you with a summary of the recent visits and repairs *********************** have had at our dealership.
  
  On January 3, 2024, he visited our dealership for a diagnosis on Repair Order ****** regarding his vehicle losing coolant. After diagnosing the issue, we presented him with an estimate for replacing the water pump and all one-time use hardware. However, he declined to proceed with the repairs and were charged $5.00 for the diagnosis.
  
  He later returned on April 17, 2024, on Repair Order number ******, indicating concerns regarding the check engine light coming on after a previous water pump replacement and issues with your a/c system. We identified that the previous shop did not time the engine correctly, and we performed the necessary repairs. Subsequently, we found a faulty a/c compressor and replaced it, resulting in improved cooling performance.
  
  Following your visit, you reported that the a/c was only blowing cold from the defrost area and not from the face vents. Our technician diagnosed the issue as a faulty mode door actuator, which was unrelated to the previous repairs. Despite offering a discounted rate for this repair after approval from corporate and my GM ***********************, ************** declined the offer.
  
  While we have made every effort to assist ************** with his vehicle issues, we regret to inform him that we cannot perform unrelated repairs free of charge as requested.
  
  .

  Customer Answer

  Date: 07/19/2024

  Hello, while it is correct that I chose another repair shop for the water pump issue and this dealership had to do additional work regarding that problem. The fact is once *************** addressed the water pump issue, they advised me that the ** compressor needed replacing to include cooliant. After I p/u I never said the air flow was at defrost. In fact the air does not flow in defrost nor foot levels. **************** and TRUST in a company is paramount to me as it should be a goal for any business to present. I truly believe this dealership dropped the ball with my current experience. Also, the reason for the $5.00 is they dropped the ball. As was stated in initial contract after they set an appointment date for me to bring car in for diagnostic that would take about two days (their timeframe) and it took almost 3 weeks. Thats the reason for the $5.00 charge.

• Initial Complaint

  Date:05/27/2024

  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 bought a ************************************************************************************* the suspension and the tail gate wont operate properly. After calling back the salesman pushed me off and would not help me no more. The wheels have lug locks and we didnt get a key. And it only came with one key fob and they wanted ****** for another one. But the problem is they didnt even let us test drive this vehicle. The only chance we got to see it was they gave us a ride from one building to another maybe 300 ft across the parking lot. I probably would not of purchased this vehicle if I could of test drove it I would of heard the noise in the suspension and would of seen the locked wheels but they had us signing paperwork before we got to see the car! We needed a better vehicle because Im fighting cancer and we have to make numerous trips to the cancer clinic in ***** to and we live in ******. Also I cant walk from a tumor operation on my spine do to this cancer.

  Business Response

  Date: 06/06/2024

  We are attempting to contact the customer to try and resolve any issues . We have left a voicemail as well as texted the customer .

  The customer can contact ******************* @ ************

   

  Customer Answer

  Date: 06/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/29/2024

  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.

  Vehicle delivered to ******** Desoto the first week of December 2023 for repairs as a result of a collision. Vehicle is currently at ******** for the 4th time as of 4/27/24 to correct deficiencies that are a result of the poor repairs previously done and/or a result of missed damages from the collision. Dealer responsible issues after first repair:Broken components (windshield, driver's vanity mirror) reinstalled on vehicle Multiple check engine lights (DEF and cooling system)Bare metal exposed on body panels (passenger fender underhood area and lower fender mounting area on passenger and driver sides)Filthy inside and out Misaligned front axle Other deficiencies observed, however were caused by Copart. ******** could have, and should have, attempted contact with myself or my insurance for instruction. Insurance claims dealer was instructed to perform a full interior R&I and detail at a minimum. Dealer performed minimum repairs and offered no communication for guidance throughout process.Second repair deficiencies:Front axle still offset despite "being within spec". An attempt could have been made to center the axle.Primary coolant system leaking, system was replaced during first repair.Lower fender mounting areas were undercoated, should be body color. Cheap quick attempt at repair. Windshield washer system not functional and leaking.Third repair deficiencies:Was told cooling system was pressure tested multiple times and exhibited no leaks. Cooling system began leaking as soon as I started the engine.Was told windshield washer system was holding fluid and functional. Washer system was not functioning upon testing. Was told paint defects were repaired. Lower fender mount areas still undercoated, not painted.Vehicle remains at ******** for cooling system and washer system assessment. Overall there has been poor communication from ******** and absolutely no quality inspection post-repairs. Repairs are suspect. Dealer agrees poor performance.

  Customer Answer

  Date: 04/29/2024

  I have reached out to the ******** headquarters in *******, **. I requested ********* registered agent to pursue a small claim. Currently waiting for response. I previously attempted contact at the ******************************************, never received any communication back.

  Business Response

  Date: 05/08/2024

  Customer now has possession of his vehicle. We fulfilled all of his requests even though his insurance company (Allstate) wouldn't cover the cost to repair them. We went ahead and fixed them at no cost to the customer.  

  Customer Answer

  Date: 05/09/2024

  Dealers statement is correct. As of May 8, 2024, the vehicle is again in my possession and hopefully fixed. I was told the vehicle was fixed and ready for pickup on May 4th. Vehicle began leaking coolant immediately upon engine startup after being fixed. After 5 rounds of fixing, I hope the vehicle experiences no more failures.

  The dealer did do some work that insurance refused to pay for, but it was all covered under warranty. I purchased a 96 month 100k mile warranty that is good until mid 2025. So while the dealer did do some work out of pocket, it was warranty work, not a favor or show of good faith.

  I still have not been provided the correct ******** contact for a small claims case. 

  Customer Answer

  Date: 05/17/2024

  I am rejecting this response because:   I still have not received the name and address of the legal entity that owns the ******** franchise. The Desoto location has completed work on my vehicle, which still has some minor deficiencies but is operable.

  Business Response

  Date: 05/17/2024

  We are not understanding why he is rejecting our response. What are ******* expectations with this complaint?  ***** came in after we did the final work on a broken part that his insurance company would not pay for. We did the work for free. After we finished the work ***** came in looked over the vehicle, even going as far as crawling under the vehicle, opened up the hood climbed up on the vehicle looking into the work areas performed, getting back into the vehicle and testing what was repaired and inspecting the work done. Remind you that he didn't get charged for any extra work that his insurance company didn't agree to fix we covered the bill, and he is aware of this. After he thoroughly inspected the vehicle, he agreed everything was good and took delivery of his vehicle, no complaints. There haven't been any other requests for us to fix anything by him and we have never received a request for the legal entity. This complaint came after he took delivery. I did receive a call on my personal cell phone from an attorney asking if anything was left to be completed and if we were done with his vehicle. My response was yes, we are done and since ***** has taken delivery of his vehicle and he said everything was good they should get with ***** if they have any more questions. 

  Customer Answer

  Date: 05/17/2024

  I am rejecting this response because:   Is ******** Desoto not seeing my responses? My initial rejection was clearly stated but they dont seem to see it. I still need Mac Haiks legal owner and address. 

  The dealer did some additional work under warranty, not for free as stated. It did not cost me, nor should it as I paid for a ****** mile/96 month warranty. The verbiage for free implies the work was done out of the dealers pocket as a gesture of good faith.

  My insurance paid for a full vehicle detail, which wasnt completed because we dont have a way to do that. The vehicles frame is now within spec but is still shifted to the drivers side over an inch. And areas that should have been body color were simply undercoated. The vehicle wasnt returned to pre-accident condition and still has room for improvement. Yes the truck is in my possession and is operable. 

  Business Response

  Date: 07/03/2024

  We have nothing further to comment on this complaint.  We feel we have done everything we can to try and please the customer.