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:05/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of Transaction: 05/30/2024 Amount Paid: $498 Service Description: The business committed to providing an oil change, filter replacement, blade replacement, and other services.Nature of Dispute:The business did not seek my approval before increasing the price above $200.They concealed the total cost until the service was completed.At the end, they did not give me a choice but to pay the money in order to get my car back, which I consider extortion.They were not willing to calmly discuss the matter with me.All communications were conducted via text messages, with no opportunity to speak with ***************** over the phone.When I called the office, I was redirected to his voicemail.I texted him requesting a call back, but received no response.I felt pressured and intimidated by their unprofessional behavior.The business did not provide a detailed breakdown of the charges before proceeding with the service.I believe the business engaged in deceptive practices by not being transparent about the pricing.I called **** customer service, but they informed me that pricing is completely controlled by the dealership.**** customer service also mentioned that the dealership overcharged me for everything by 3x.Resolution Attempts by Business: None Account/Order/Tracking Number: Customer #****** / Invoice #****** / VIN: *****************

• Initial Complaint

  Date:05/06/2024

  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.

  My salesperson on 1/11/2024 was *****************************. I showed him the offer that was sent via the Internet for $31,010, but he refused to honor it and charged $33,005..

  Business Response

  Date: 05/14/2024

  The Dealership acknowledges that the advertised price of the vehicle was $31,510.00.When **************** arrived at the Dealership, he was presented with the Dealerships Benefits Package which retails for $1,495.00. This package includes: (i) nitrogen in the tires, (ii) Zaktek interior protection, (iii)Zaktek exterior protection, (iv) window tint, (v) wheel locks, and (vi) bed liner. **************** was able to negotiate the price of this package. As the benefits package is a completely negotiable package, it is not included in the price of the vehicle. **************** elected not to negotiate the price of the benefits package and pay the entire $1,495.00. This raised the price of the vehicle to $33,005.00 before tax, title, and license. Further, **************** was able to walk away from the sale if he did not wish to purchase the negotiable benefits package.  

  Customer Answer

  Date: 05/14/2024

  I am rejecting this response because:

  Dealership did not give me the price they agreed to earlier in the day. Your response is bull and I will be reporting you to the **** corporate office for being dishonest.

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Transaction befin March 2 2024. Took them my truck as trade in signed 2nd contract March 7th. Received new Vehicle March 9th have contract. They r now saying no finances want to accept and want van back and have sold my truck. I have paid 2 months of insurance on van already been driving long enough I have put almost 4000 miles on it. This is unacceptable because I have asked for the truck multiple time over last few weeks ***** said anything about having sold it till this morning

• Initial Complaint

  Date:04/22/2024

  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.

  Westway Ford in ********* advertised a 2018 ****** Camry XSE for $19,799 on multiple websites. After test driving the vehicle the salesman came back with over $5000 in "other" fees. When I inquired about what the other fees included he paused for a moment and then said reconditioning and preparation. Someone should check into this dealerships business practices.

  Business Response

  Date: 04/24/2024

  We offer extended warranty, gap and other protection plans on every single vehicle we sell. We would be more than happy to sell you the vehicle for internet price plus tax, title, license and other applicable fees.

  ***********************
  Westway Ford
  General Manager
  Office **************
  Fax **************
  westwayford.com

  Customer Answer

  Date: 04/26/2024

  I am rejecting this response because:   The buyer's order did include an optional $4000 warranty. I would not have needed gap since I put 50% down.  I'm referencing the approximate $5500 listed as "Other Fees". Imagine going out to dinner. You order the steak off the menu for $35 plus a drink. When the bill arrives they try to charge you a sitting fee, an eating utensil fee, an entering fee and an exit fee. Several reviews have addressed the same complaint as mine. 

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called by a salesman from westway ford and informed they have a maverick hybrid that was available for $24665. I asked about any additional dealer fees/addendums and was informed there are no additional charges, and the salesman checked with the sales manager to be 200% sure and confirmed the price of $24665 with no additional dealer charges other than tax/title/doc. This is the same price advertised on their website and cars.com. We agreed that my wife and I would come in and buy it. My wife got the deposit money ready and went to start the process while i went to work and informed them i was leaving early on vacation leave, and would meet there to finish the paperwork. After the test drive the salesman asked for names for the paperwork. Afterwards they came back with the paperwork, it showed a price of $32165 + $3495 (**************) + tax/fees. Total $38298. When asked what happened to price that was quoted when we were told no additional charges multiple times. We were told this is the new price, its what we do. This was a complete bait and switch on price. I have copies of the advertised price, the texts with the salesman, and the paperwork with the scam price on it if needed.

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  we purchased a car August 17th... the dealer does not have the title. We are not at ****************************************************************** they have blamed the auction and other states DMV. I have filed a complaint with the Texas DMV. Can not be registered or refinanced without the title.

• Initial Complaint

  Date:11/08/2023

  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.

  Purchased a used vehicle from Westway ford 11-04-23. Did test drive car had noise coming from rear. Salesman assured me it was no problem and that car had just been through 172 point safety check. I asked for copy of Inspection report, I never received one, he kept saying he would get me a copy, still have not received a copy after purchasing car. I drove car back home to ***** ***** 100 miles I begin hearing the same grinding noise much louder the more I drove. I had to pull over to inspect car. I couldn't locate exactly where noise was coming from. I took car in to certified well reputable mechanic shop, it cost me $80 for diagnostic test. Found out rear was gone out that was cause of grinding noise. I was informed by shop it's $4000 repair. I contacted dealership informed them, they gave me a hard time and said car was purchased as is. I tried to explain what was told to me by Salesman and that I never received the 172 point safety inspection report. I also told them I just wanted my car repaired as stated in their Pre Owned warranty for 3 months or **** miles ***** Train. This warranty is listed on their website. Salesman that sold me car, who is also assistant sales manager wasn't trying to here my complaint and kept arguing with me. I told I would pursue my legal rights to have my car repaired as stated in their online website lwarranty. He said since I threatened him with a Lawyer he was ending conversation and I need to contact their legal department. I asked for number he hung up on me. I called right back he wouldn't speak to me are let anyone else. I have been trying to reach out to General Manager can't get his number but found his name. I have emailed other employees there trying to help or directions to someone who can help me. The rear differential that's gone out on rear end is part of the ***** Train and warranty and should be covered by the dealership. I traded my car in. Now I have no transportation and a $4000 repair bill, after being mislrd.

  Customer Answer

  Date: 11/17/2023

  Spoke with used car manager ****. November 16 2023. He said to bring car back to ****** *****. They will look at it but no guarantee or promise to make repairs. I informed him car shouldn't be driven due to severity of needed repairs on Differential. He said they will not pay or reimburse me to pay  for towing back to the dealership, and that they will keep car a week before even looking at it. Told him I don't have Money to pay a $400 towing bill for Lemon vehicle they sold me. He then informed if I wanted car to be looked at its my responsibility to get back to them. I then asked for General Sales Manager number he wouldn't give it to me, said he had asked him to call me. I informed **** to have him call me asap. He responded yeah with a attitude hung up phone. They are ignoring me and playing hard ball and dragging this out purposely to avoid any liability on needed repairs.

  Business Response

  Date: 06/04/2025

   Westway Ford is under new management at this time, our aim is to exceed expectations, and it seems that we did not do so in your case. Most if not all of the personnel that you speak of are no longer with this company. We did however take a look at your paperwork and there were no implied service agreements/or promises on the date of delivery.  

• Initial Complaint

  Date:11/01/2023

  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.

  Hello I recently purchased a Tesla model s 2017 from WestWay Ford, I have been talking to this dealership for about a year trying to find a p100d that I could afford. ***** ,a salesman, I had been talking to for about a year emailed me a p100d Tesla listed for $******. I was excited, that was exactly what I had been looking for. After the test drive we went to talk about the financing. I already had my own approvals I was shopping with. I was quickly surprised to find out the numbers did not match the advertisement on the website and the email! I mentioned this and they told me that it was due to a typo stating it was a 70d. This is the first of many lies from the staff at *************. The Vin, make, and model are all accurate and true. Now if that was the only thing West Way was guilty of I could probably let it go. But it is barely the beginning. There was no buyers tag on the car when I bought it, nor did I receive a copy of a buyers tag at the time of purchase, nor did they give me a copy of my contract or the application that I signed. They told me their printer was broken and that they assured me that it would be emailed right away. I never received my contract, I had to go back up to the dealership two times until they finally gave me my contract. When I finally got the copy i immediately noticed the numbers did not match anything that I had signed the previous week before. Not to mention my new car didnt even make it home from the dealership because the tire blew out. I called the dealership and they said they would have the car towed back to the dealership where they kept the car for an additional week promising to fix the issues. The car didnt even pass inspection because the horn doesnt work, both headlights are out, and all four of the tires were bald and way below recommended replacement, and also the key fob unsynced with the car. As soon as this happened I requested that the deal be canceled and that I received my trade in (LC 500) back. They told me the deal is already been done and that my only option was to wait until ***** came out to fix the key fob and untiI they fixed the other issues with the car as well. I requested a loaner vehicle while I waited but they claimed the didnt do loaners, thirty minutes later a lady walked in and said Im here to return my loaner. I was immediately angry because they had lied and said they didnt do loaners. Two weeks went buy and they had no progress in fixing the car I bought. Finally I went up there for the fifth time and the manager wants to now sat that the deal is getting cancelled and I would receive my trade in car back. Now that I have vested interest into the Tesla I had to purchase my own key fob and tires because they failed to do so. I didnt agree with this considering I already signed my title over to them and I was also no longer listed as registered owner. That day I had to tow my Tesla 2017 home myself and then had to buy a key fob and program it as well as tires l, replaced the headlights and fixed the horn. All of these should of been repaired by them before selling me the car. Not only did ************* sell me a defective car that didnt even pass inspection, but ************* has refused to honor there original listed and advertised price of ******! How i know there in the wrong is the fact that they tried to force me to sign a Non disclosure or they said they would cancel the deal.What I want from ************* is simple a key for my car, tires that are all flat, and a check for ****** that they overcharged me (which would be my trade in value ****** minus the original, advertised price ******.) and the ***** car note in connection be taken care of. I'm going to Attach a copy of the inception on the fail i got on the car i bought as well as the advertised and listed price and as well as the correspondence with the sales man.

  Business Response

  Date: 11/09/2023

  Dear *****,

  
  Thank you for reaching out to us. We understand that the recent situation may have caused frustration, and we appreciate your communication on the matter. Our commitment is to provide vehicles of the highest quality while ensuring customer satisfaction at the highest possible level.

  
  Upon the completion of the deal, the Tesla was returned to us and underwent a reinspection due to the reported damage to the wheel. Subsequently, we discovered significant damage to the axle, seemingly resulting from an impact on the front tire as per your initial complaint. It became evident that this damage could not have been caused by normal wear and tear.
  

  While we initially declined to unwind the transaction due to the condition in which the vehicle was attempted to be returned, we later extended an offer for you to return the car in its worsened condition. This was intended as a gesture to acknowledge unforeseen circumstances, with our commitment to bearing the expense associated with the damage incurred after you took possession. Regrettably, you declined this option, and we mutually agreed to part ways.

  
  We strive to ensure the satisfaction of every customer, although achieving a 100% success rate is not always feasible. The interaction with you and the accompanying individual unfortunately deteriorated, leaving us unable to find a reasonable solution on either side.

  
  We sincerely hope that the Tesla proves to be the vehicle of your dreams and serves you well into the future.

  
  Best **************************************************** Team
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 11/09/2023

  What your saying is completely inaccurate and the thing about it is is I can prove it all. You never tried to fix my car you took it hostage. I brought you up a replacement tire that cost me 500 and I brought jt to you and you still refused to fix my car.

  The damage to the car was caused by your tow truck driver not putting the all wheel drive tesla into tow mode. Go to the website at teh bottom and loom at picture 3. You can see the damage was preexisting. When The toe truck arrived to pick the car up, because you sold it to me with bald tires and it already had all the damaged to the wheels before I ever purchased it. I will include a link that not only shows the damage to the wheel before the time of the purchase, but it also includes the original price that brought me into buy the car in the first place, $31988. It's funny because it says yall reposted my car for sale just 3 days ago. That's weird right. Especially considering it's been 60 days and yall haven't registered my car. Isn't that illegal. So let me recap:
  
  
  1) you lied about the price and you changed it while we were signing the deal. I have screenshots that are time stamped to prove this. And i have the website yall just reposted it to with original price that you lied and said that you never posted it for. Your exact statement was,"that's a model s p100, why would we posted it 20k underneath the book value?" And the ridiculous part about that statement is thr website states that it's 19k under book value on the website.
  
  2) you forged my contract to get more money and to get around the fact I had not given you one of the stips required by my original lender, my SD card. So you went with, ally, a lender that doesn't require a SS card to get approved
  
  3) the contract that you gave me 2 weeks after I asked for it is all the proof I need of your fraudulent acts. It says on this contract, you know the one yall gave me along with an NDA, telling me if I didn't  sign both the deal was canceled? Well it says I signed in the 11th. But on the bottom of the document it says it was created on the 15th. Now how could that be possible? And the crazy thing is I asked to undue the deal rhe very next day and **** refused. But then u were asking to undue the deal 2 weeks after having my car when. It states in the contract you wouldn't be responsible for anything done to my car while yall had it. After you had screwed me every chance you got why would I willing give u another opportunity. 

  
   ???? ??The truth shall set u free??????
  **************************************************************************

  Customer Answer

  Date: 11/10/2023

  I am rejecting this response because:   

   

  **************************************************************************

  If you can answer these questions without lying. We might actually be able to come to a resolution. 

  Go to that link at the top of this response and tell me a couple of things:

  1) Why did yall just reposted my car for sale? 

  2) You posted the car for the price that **** said you never posted it for. The same very price that originally brought me into your dealership. The price I have timestamped screenshots of you changing while we were negotiating. What is this all about? Is your company taunting me? I'm genuinely confused on why your company would willing incriminate themselves in this fashion.

  3) Why hasn't my car been registered? I paid TTL and you even charged me an extra $300 for the toe back to the dealership. So why has my car still not been registered 60 days after the purchase. My car got toed 2 days ago because of expired plates. Yall should be responsible for that toe fee. 

  4) Why does it state on the contract that you gave me that I signed on the 11th but on the bottom of the document it says created on the 15th. Is this why you didn't give me my contract for 2 weeks after i purchased the vehicle?

• Initial Complaint

  Date:09/19/2023

  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.

  08/29/23 Had my **** Edge towed in to the ************* at Westway Ford (******) to run a diagnostic ($195) I explained to the advisor what the issue was and what was done to the car the day before (oil change , new oil filter and switch), but low oil pressure light is on and the car keeps stalling . I dont want anything else done to my car I just want the diagnostic ran that will tell them what is wrong with the car.received my diagnostic with ********** change, new windshield wipers, Cabin air filter, and front/rear brake pads. P0104 loss HS with PCM the car seems to have has water damage and wreck BUT Needs 2 more hours to see why the car keeps stalling for $390." So, I went to speak with service manager to ask why they did that instead of diagnosing what is wrong with the car which is what i requested. He didnt understand the notes from the tech and will talk to the master tech to see what he thinks.Received a call from service manager late Friday afternoon that the master tech doesnt really know what is wrong with my car could be a loose wire or mod, but he needs $390 for 2 more hours but not guaranteed he will be able to find it in 2 hours so I could be looking at much more. The tech noticed when he turns my AC on it started my car. I said why wasnt that in the report. He said tech forgot to add that in there. I said so we are looking at a possible electrical issue. He said he wasnt sure. He would give me a few days to think about what I wanted to do with my car.Fearing the worst I went to the Sales ***** and spoke with ********/******* I let them know my car was in their service ***** I was thinking of trading in my car for one they had on the lot for $20K I filled out guest sheet showing my interest in the car and info about my car i wanted to trade in with how much I STILL owe on the car he said it wasnt an issue to trade in with still owing but he needed me to come back the next day when service ***** is open so they could give me an honest value trade in.I came in at 9am did all the paperwork for the new car and ************* asked what I wanted for my car since I still owe on it I said $3K he shook my hand and said "OK done deal." ******** came back with the new car being double + the amount. He wouldnt let me look at the finance paper, but wanted to tell me what was on it. He said he could mark off whatever I didnt agree too. I grabbed the paper. It had the wrong price for the car, my trade in was WAY less than what we agreed on. also, added sale prep which was over $2K ! The new car was selling for $20k AS IS. They were trying to get me to sign a contract for over $40K after we had agreed on half that price, been told everything looked good, and that I was approved. An hour later he came back with *******, and they told me they cant go forward with this deal that I still owe on my car, which everyone knew all along, and that they cant take something like that as a trade in. So, I walked out. They said they would see what they can do and call me Later that day I texted ******** asking for an update he said I would have to go up in payments if I wanted the car, I asked how much he said he would get back to me with the numbers. I never heard anything I get a call from the service advisor asking if I knew what I wanted to do with my car. I said yes, I was on my way up there to pay for my car and tow it elsewhere. I dont want anything else done to my car.I let her and the cashier know I will be having a tow truck driver here tomorrow 9/7/23 to pick up my car is it ready to go? They both said Yes. Its ready to leave.Tow truck arrives and called me to let me know my car doesnt look right and I need to come up there. I told him they were only doing a diagnostic... he said you might want to come up here and see this I got to the back lot and the inside of my car was completely stripped! Molding pulled, electrical exposed, tailgate interior removed and spare tire uncovered. It was impossible to find anyone that knew why this was done or anyone to repair the damage so I could tow my car. While I was able to argue long enough to get my useless $195 diagnostic refunded and finally get the interior reassembled, it took several hours of my day. Everything about this experience leads me to assume Westway Ford (******) are disrespectful, fraudulent and willing to dismiss, defraud and intimidate a customer. As a woman, there doing business alone, I felt very ill at ease and taken advantage of

  Business Response

  Date: 09/25/2023

  Dear ******,

  
  We sincerely apologize for the extremely frustrating experience you had during your recent visit to our dealership. Your feedback is invaluable to us, as we are committed to delivering the highest level of service to all our customers.
  First and foremost, we want to express our deep regret for the numerous issues and miscommunications you encountered while at our dealership. Your concerns are entirely valid, and we understand the importance of addressing them promptly and effectively.
  

  Your feelings of being taken advantage of are not in line with our principles. We are steadfast in our commitment to treating all customers with the utmost respect, dignity, and fairness.
  

  To prevent similar incidents from occurring in the future, we will be conducting thorough internal reviews to pinpoint where our processes faltered. Our primary objective is to regain your trust and confidence in our dealership.
  

  Please rest assured that your feedback is being taken seriously, and we are dedicated to implementing the necessary changes to enhance our customer service and overall experience.
  

  If there is anything we can do to rectify this situation or if you have any further concerns, please do not hesitate to reach out to our management team. Your satisfaction remains our top priority, and we are hopeful for the opportunity to make amends in the future.
  

  We extend our gratitude to you for bringing these issues to our attention, and we appreciate your patience as we diligently work to address them.
  

  Sincerely,
  

  The Westway Ford Management Team

  Customer Answer

  Date: 09/25/2023

  I am rejecting this response because:   Im seeking legal advice. 

• Initial Complaint

  Date:08/25/2023

  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.

  I am attempting to contact you in the hopes of finding some resolution regarding the payment I made to my 2020 Mustang at Westway Ford dealership (originally a leased car that I bought out in cash). Upon looking further into my original leased contract - the residual that was negotiated for me to buyout the car was $17, 556, however my financial associate charged me $3000 more ($20,556) than what was on that legal contract. We have made several attempts to reach out regarding this that have been unsuccessful. The finance associate, ***************************, let us know he was not sure and did not have information for us. We were then referred to a used car associate, *****, who then said director ******** would call us, who never did. I was also told that the general manager was out of the office when I asked for him. I came in on 7/15/2023, a full 5 days before my lease contract ended on 7/20/23 to purchase the vehicle. I was not given ANY paperwork as it relates to me buying this car when I bought it and was mailed a purchase agreement days later. Ive not gotten the proper paperwork do retain my title and registration.

  Business Response

  Date: 09/14/2023

  Dear ******,

  We want to begin by extending our sincere apologies for the inconvenience and frustration you've encountered while attempting to address the payment discrepancy associated with your 2020 Mustang purchase from Westway Ford. Your feedback holds great importance for us, and we want to assure you that we are taking this matter with the utmost seriousness. Our primary goal is to promptly address your concerns and work towards a resolution.
  

  First and foremost, we deeply regret any confusion or uncertainty that *** have arisen during your interactions with our staff. The discrepancies you've pointed out regarding the purchase price and the subsequent communication lapses are completely unacceptable. Please rest assured that we are fully committed to resolving this situation to your complete satisfaction.
  

  Regarding the paperwork and documents you signed on that day, it's essential to note that they clearly indicated a total of $20,556. Multiple forms with this amount were signed, which served as the basis for titling your vehicle and finalizing the transaction. The lease contract stipulates that you have the option to purchase the vehicle for a specified amount, in addition to taxes, title, and licensing (TTL) fees, as well as reasonable fees that *** apply. Furthermore, to ensure compliance with state regulations, we are required to perform a thorough vehicle inspection, process all necessary paperwork, and handle the titling procedure, among other necessary steps.

  We understand the importance of clarity and transparency in such matters, and we are committed to addressing any concerns you *** have. Please don't hesitate to reach out if you have any further questions or require additional information regarding your purchase.
  

  Once again, we apologize for any inconvenience you've experienced, and we are dedicated to resolving this issue to your full satisfaction. Your satisfaction remains our top priority.

  Westway Ford Management Team

  Customer Answer

  Date: 09/14/2023

  I am rejecting this response because:   
  

  I was charged separately for inspection fees and all other taxes and fees which are all clearly written out what they are for (such as documentation fees, inspection, tags, taxes, dealership fee), so that reasoning did not offer proper reason.