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:08/22/2024

  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 a **** Maverick hybrid car on the 4th of July 2024. I put down payment of *****. On 9th of July my car was wrecked. The other party was at fault, so that the paid off all the loan for the bank. *********** was the lien holder. By the time I also bought warrant and service from the dealership. When I had conversation with the dealership about the cancellation and refund of the warranty I bought, they told me that it come through the bank and takes about 6 weeks. I called the bank to confirm that. However, the bank said they have nothing to with that. They said I should be refunded by the dealership. Called the dealership to convey the message. The dealership insisted that the bank is the one to refund me.

  Business Response

  Date: 08/22/2024

  The dealership is not sure who the customer spoke to at our store, as the lienholder does not refund ESP and maintenance, the dealership does this.  The controller of the dealership, ***********************,  has reached out to the customer in regards to the request refund.  For the customer to cancel the coverages and receive a refund, they will need to send a cancellation form filled out completely,including mileage and the date of the total loss. This form has been emailed to the customer at ********************.  The form has also been attached to this response. The dealership will also need proof of payoff of the loan from Truist to refund the money. Both items must be emailed to *****************.  Once received, the policies can be canceled and a refund processed.

  Customer Answer

  Date: 08/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/08/2024

  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 08/05/2024 Randall **** planet **** ran my credit too obtain a car loan my credit was ran through numerous credit reporting agencies on experion an trans union . An I received nuthing from it ..I would like for them to b removed an charged 1000$ per accursnce

  Business Response

  Date: 08/27/2024

  The customer was at our dealership and gave permission to have his credit ran. He provided driver's license, which was physically scanned, verified information and answered the dealerships "Out of Wallet Questions (OOW)" which authenticates his identity.

• Initial Complaint

  Date:06/28/2024

  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.

  On June 26, 2024, we purchased the 2024 **** F-150 **********, approved by **** Motor Credit. Title Application:Submitted on June 26, 2024, confirming the purchase per Texas state requirements.Discrepancies:Discrepancies in the first payment date and warranty package price were noted. My request for corrections was met with hostility and accusations by General Manager *************************. Despite agreeing to contract terms, the dealership refuses to deliver the vehicle, which is within their control and not due to external causes.Anti-Tying Provisions:The dealership's refusal may be an illegal tying arrangement, conditioning the vehicle sale on accepting the overpriced warranty package. Such practices are prohibited under the ************************ Act and the Truth in Lending Act.Legal Basis:Retail Installment Sale Contract:- Signed June 26, 2024, and governed by Texas law (Tex. Fin. Code ******* et seq.)- Clause: "Any change to this contract must be in writing. Both you and we must sign it. No oral changes to this contract are enforceable."Buyer's Order:- Signed June 26, 2024.- Clause: "Dealer shall not be liable for failure to deliver the motor vehicle covered by this Order where such failure or delay is due, in whole or in part, to any cause beyond the control or without the fault or negligence of Dealer." The refusal to deliver is within their control and not due to external causes.Consumer Harm:Purchasing from another dealership requires another credit inquiry, adversely impacting our credit score. **** Motor Credit Company has approved financing. Additional credit inquiries can lower our credit rating, affecting future loan approvals and interest rates.Remedy:- Delivery of the 2024 **** F-150 **********, V.I.N.:*****************, per the Retail Installment Sale Contract and Buyer's Order.-Correction of discrepancies: - Amend the first payment date. - Adjust the warranty package price to match a competing dealer's price or remove it.

  Business Response

  Date: 07/15/2024

  The Dealership has already been in communication with customer via legal counsel.

• Initial Complaint

  Date:09/06/2023

  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.

  August 14 I had a loaner vehicle. The rep that assisted me gave me the paperwork and had a service guy brought the car out to me. He took a picture of the whole car (thinking he walked the vehicle and looked at any damages). But did not walk the car with me. August 30 I returned it and Randall **** Body shop claims there is a damage but Im sure it was not caused under my possession. But to take my vehicle out of the body shop that was in there for almost 2 months. I had to also cover the repair on the loaner vehicle. Also, my vehicle that was being repaired still had a minor issue. I was over Randall **** dealer ship service/ body shop so we just paid it and went on. Until today August 31, the vehicle agreement got finalize and got sent out to me claiming there is no damages.. is this something they do to get money from customers?? Claims there is damages and having customer pay and then states there is no damages on the check-in loaner agreement? They then use the loaner agreement to see if there was any damages noted. But how if they didnt notate this incident down? This seems odd. On top of having to deal with our other vehicle we purchased from them that keeps having transmission issues. This is unfair and seems like the company isnt following procedures and it is my luck that they finally catches it.

  Business Response

  Date: 09/22/2023

  At Planet ********, customer satisfaction is always our top priority. We thank you for sharing ************* feedback. Our management team did work with the customer to address their concerns. It is our understanding our client is now satisfied. All repairs that were of concern have been taken care of, and an adjustment was made regarding the loaner vehicle also mentioned in the customers concerns. Should there be anything additional, please do let us know and we will be happy to do all we can to assist. 

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to look at an 2018 Alfa **************************. I took the car on a test drive and really liked the car. After the test drive I said I like the car and asked "Does it have 2 key fobs?" the salesmen said "yes". I asked because keyfob now days cost anywhere from $250-$1500 and did not want an immediate cost after purchasing. I would have walked away if it did not 2 key fobs. I guess I should have said 2 "working" key fobs. 2 days later I found out one did not work and according top the locksmith I called to try to program it the car only had 1 PIN meaning it only had 1 fob programmed to it. They also didn't give the second fob till I was leaving the delership.I brought the car back to planet **** I was told they would take care of the key fob and sent the car to the ********************* which they just dumped the car there they said nothing to the Alfa dealership about the key fob. They also stopped responding to my phone calls and just would leave me on hold and the management at planet **** would not even talk to **** bought the car under false pretenses. I would have not purchased this car knowing a key fob didn't work. The keyfob if they can program it will cost $225 to $775 if they can't get the fob to program. I feel they meant to be deceitful and I was the sucker. On a side note the dealership was so careless that they wrote their contact info on the back of someones personnel credit application with the persons name, address, SSN and DOB on it!!

  Customer Answer

  Date: 08/31/2023

  I would like it to be publicly know that this company uses ************** application as scratch paper and is extremely careless with people's personal information!! I view this as something very serious! I noticed they used someone else's credit app to write the salesman's contact info! I uploaded the paper he had given me.

  Business Response

  Date: 09/15/2023

  At Planet ********, customer total satisfaction is always our top priority. Thank you for reaching out to share Mr. ****** feedback.  Our management team is following up with him to address his concerns and coordinate assisting him with his key fob.  If there is anything additional, please do let us know. We always strive to help ensure all of our customers are happy with their experience at our dealership. 
  

• Initial Complaint

  Date:08/08/2023

  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.

  Planet ******** performed maintenance on my truck, including a replacement of the transmission fluid. During the course of a vacation to **********************, my transmission overheated and began to make irregular noises. I had to have the vehicle towed to ************* in *************, *****, where they diagnosed the problem as an overfill of the transmission fluid (by 1.5 quarts). Logic concludes that the reason for my problem was Planet ****'s overfilling of the transmission, so I've been trying to get a response from them to reimburse **** have repeatedly left messages, texts and email requests with Planet **** 365 with absolutely no response. My documentation is attached wherein I've requested reimbursement for the towing and dealer charges for my repair. Thanks.

  Business Response

  Date: 08/22/2023

  Thank you for reaching out to Planet ******** to share **************************** feedback. Customer satisfaction is always paramount.  As we shared on August 8th in our response, our service manager did speak to ************************ to address is concerns and provide him with a refund.  It is our understanding the customer was satisfied and that he was going to remove the prior feedback to the BBB.  If there is anything additional needed or if ************************ has any additional feedback to share, please let us know and we will be happy to assist.

  Customer Answer

  Date: 08/22/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/24/2023

  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.

  Dropped off my 2018 **** F-150 to address a grinding noise from the front end in 2 wheel drive at low speeds and while there, complete ******* mile service.Service advisor ***** contacted me and diagnosed the grinding noise as a cracked brake pad and recommended changing all brakes. This seemed odd as the truck stopped fine, but I agreed to the repair. They completed the brakes, rear shocks and all ******* miles service items which came to $3172. When I picked the truck up the grinding noise was still there and the truck shifted very hard and slipped out of 10th gear on the highway. The service done included a transmission flush and fluid change so I took it back to **** and explained the problem.Their diagnosis for the transmission problem was to replace the Torque converter and control module at a cost of $5,000. They also diagnosed the grinding noise now as a front 4X4 axle and advised that would be $1,300. As I had no prior issue with the transmission I opted to pick it up without repair and take to another mechanic for a second opinion.His immediate diagnosis was that the fluid in the transmission had been severely overfilled, which causes the hard shifting and slipping. They showed me the dipstick with the fluid 1 inch higher than was correct. He also pointed out the the 4X4 axle doesn't move in 2 wheel drive, thus it cannot be the source of the grinding noise.I took my truck back again to ***** at Planet ****, relayed the second mechanic's findings and to his credit, he immediately put a senior tech on the issue, removed the excess fluid and reset the transmission and the transmission problem was fixed. No $5000 repair needed. He also now diagnosed the grinding noise as the *** and suggested we change that and the front axle for $1300. I advised that I felt they should cover this repair entirely. They countered with doing the repair for $800.I have now disputed half the original $3072 charge and will have the repair done elsewhere.

  Customer Answer

  Date: 05/30/2023

  I have not received a resolution from Planet ****.

  The week I submitted the original complaint to the BBB, I was contacted by a manager from Planet **** who offered to order the parts and complete the repair of the *** and axle at no charge.  He was to call me when the parts came in but no call came. 

  Business Response

  Date: 06/19/2023

  We thank you for reaching out with Mr. ***************;concerns. At Planet ********, we always strive to provide total customer satisfaction. Out team was in communication with ************************ and had requested he bring his vehicle in to review his concerns.  Our team was able to assess and address his vehicle needs.  If there is any additional information or ************************ has any additional feedback, please do let us know. 

  Customer Answer

  Date: 06/22/2023

  The service manger ****************** was fantastic.  They completed the *** repair at no cost and did it while I was on vacation so I didn't need a rental.  Thanks for making this right.

• Initial Complaint

  Date:01/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2018 **** van broke down 10/29 and was diagnosed with motor failure. I had the van towed to Plant **** in ******. The called me and provided me a receipt that my van had ******* miles. (376 miles out of warranty) and estimated almost 11k to repair.I had the van towed to a different shop on Nov 4th and yet another shop on Nov 20th. My van landed at ************* and they advised me since I have a 96 loyalty score with **** to reach out to ****'s **************** to request financial assistance. It took until Dec 16 for **** to agree to pay something and until Jan 4th for **** to say they would pay 60 %. That left me paying almost 4k.Now I got on the phone to ask **** for a complimentary additional extended warranty on the whole van since I've had so many problems. I've had the air conditioner replaced 3 times. The first time was 9 months after purchase.My husband eard me say the van had 125, 376 miles on it. He corrected me that the van only has ******* miles on it. . I told him he must have mad a mistake. He pulled up a photo he had taken on his drive home from picking up the van. This would mean I was under warranty this whole 77 days without my van. I've lost a documented over 27k in revenue, I paid Planet **** $170 diagnostic, I paid $3800 out of pocket when I didn't have to because I was under warranty. I've spent 2k on a rental car. I deserve to be compensated. I reached out to Planet **** and was only told to contact their attorney.

  Business Response

  Date: 03/21/2023

  ******************* brought her vehicle to our dealership. Her mileage had been documented incorrectly. Our team did reach out to **** for client assistance and it was rejected. The customer then opted to take her vehicle to another location to have the repairs completed. While we understand she is frustrated with the situation, she opted to have repairs done elsewhere. So we are not clear on what adjustments we could make. She appears to be working with **** - the manufacturer - who has provided assistance. If there is something additional for review, please do let ** know so we may assist accordingly.
  

  Customer Answer

  Date: 03/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Planet **** isn't telling the truth. They never told me anything about financial assistance offered through **** Corporation. What sense would it make for me to refuse financial assistance. I only found out about the financial assistance when I called **** to make a complaint about the condition of my van and repeated repairs. When I mentioned to Planet **** that they never told me about the financial assistance program the service manager told me they didn't think **** would assist because the mileage was over 100k miles. I also have a recorded conversation where the service manager said the same thing. I reached out to Planet **** to see if they would be willing to file the repair with my warranty company so that I could be reimbursed for the 4k I've paid plus $1700 for a rental car and their only response was "Contact our attorney". I spoke with there attorney and the attorney said he would reach out to Planet **** to get them to file the repair with and I never heard from the attorney again even after my repeated emails.
  
  My van was down 77 days awaiting a decision from **** Corporation. Had Planet **** not told my warranty company the incorrect mileage. Due to there error I lost a documented 27k and can't even count the undocumented amount of money lost. Planted **** never even offered an apology. The brushed me off and treated me like c*** I'm the only one on the losing end here.

• Initial Complaint

  Date:12/02/2022

  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 a truck in June from Planet Ford 635 - Noe was my salesman, At the time there were a few body issues one on the bed and the other on the bumper as well as a glass issue on the front windshield. The glass and the bed issue were taken care of and I mentioned to Noe that I think I could live with the bumper but you would need to come off the price for the bumper and the installation so that I could have it replaced, he stated " Sorry Ford has a strict guideline that they must follow and they must repair or replace them or have this set up to do so" I said ok that is no problem he then stated it is a 3rd party that does this and they do have a bit of a back lock so he will let me know when they are available. When I picked the truck up there was paperwork that stated what Planet Ford had done and what needs to be done and the bumper was still listed as needed to be done as that is what we had agreed upon. I have reached out via email and received no correspondence back their online assistant had Aaron reach out to me who looked into it and after a week and me reaching back out he responded that Noe no longer works there but he talked to him and he stated that I no longer wanted this. I advised him to pull the file on this as it clearly stated this is work that is still to be done and that I advised Noe at the time that if this was not to be done I wanted the price to come down so I could have it replaced but it was him that stated Fords policy. After that communications have stopped and I can not get an answer from them and its going on 6 months and nothing.

  Business Response

  Date: 12/06/2022

  Thank you for contacting Planet Ford 635 and sharing Mr. *******'s concerns. Customer satisfaction is always a number one priority. Our management team has looked into this matter and found that we do have documentation stating that we would "repair" the vehicle's bumper. It does not state he would receive a new bumper. However, when that bumper repair service was offered, he declined stating that he was worried it would end up looking worse. If the customer would like the bumper to be repaired by our dealership, which is what is provided as part of the vehicle agreement, we would be happy to help in completing that service. We look forward to hearing back from you and the customer to see how we may further assist Mr. ******* with the said repair. In the meantime, should you need anything additional, please do let us know.
  

  Business Response

  Date: 01/18/2023

  Thank you for following up with Planet Ford 635 regarding Mr. *******'s case. Since the initial communication, our management team has spoken to and is working with him to continue helping with his vehicle needs per our original agreement . We are awaiting a follow up from Mr. *******. He is to let our team know when he is able to come into the dealership so we may complete the noted work. Please advise if any additional information is needed.

  Customer Answer

  Date: 01/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I have been in communications with Mrs.Johnson as well as Mrs. Baker
  
  
  
  They are going to replace the bumper it sounds like I let them know availability to have it done. I had this set to 1/20/23 but after my email on 1/11/23 went unanswered as to if that date would work and then I get an email 1/18/23 asking if I had a day that worked . I followed up that same day stating that I had sent her an email on 1/11/23 but that I had not heard back and that due to my work schedule i need this to be on a Friday and asked if she had anything that would work and I have yet to hear back as of 1/19/23