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:09/27/2024

  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.

  I purchased a 2019 **** Ranger on July *******. I have had issues with the vehicle. The battery would drain the battery because it would not turn off. The radio shattered in August and now does not work at all. I had to pull the fuse so it doesnt die. The ac dont blow cold air while in park. The fuel gage shows qtr tank but alarms 50 miles to empty. I have contact Vernon multiple times the ** told me I had warranty so I could get it fixed. **************** dose not cover electrical issues. Vernon auto will not take the truck back I tried to get them to trade it and they will only give me $10k unless I fix the issues. They knew the truck was broken when it was sold. They state it was sold as is. I never seen the vehicle before it was delivered I bought it over the phone and was delivered . I ask multiple people before buying if they would put their own child in it they said yes. This was from the salesman the finance guy that sold me the warranty he pushed the warranty because he said the turbos in the truck and it had 125k miles. I spoke with the finance company Ally they wont take the loan back and wont help me. Vernon auto sold me a broken truck now Im on the line for 24k and a trade of a broken truck worth 10k. This truck has not been right since I purchased it multiple calls have been made to Vernon .

  Business Response

  Date: 10/02/2024

  Customer accepted the condition of the vehicle when she purchased it in July. She spoke with our Customer Relations Manager on August 30th regarding issues for the battery and the air conditioner not cooling when idling or at a complete stop. She was advised to take it to her local dealer for an update on the *************. She was told that could be part of the issue, but it needed to be looked at. (regarding the radio possibly draining the battery). She stated her local dealership wouldn't accept warranty work. She was then advised to take it to her closest dealer who would accept warranty work for the software update. Customer accepted delivery of the vehicle, she has been advised on how to handle it. Vernon Auto Group is not responsible for her local dealer not participating in warranty or software update. She purchased a used, AS-IS vehicle. 

  Customer Answer

  Date: 10/02/2024

  I am rejecting this response because:   The added protection I purchased does not cover the major problem I am having with the radio which I believe is the major cause of the issues. I had asked before I bought the vehicle if they would put there child in it they said yes. Never should have been sold to me when it had issues. Right now everything is out of pocket for me to fix its not right. The radio issue has been since the day I purchased it. 

  Business Response

  Date: 10/03/2024

  Customer purchased a powertrain plus extended warranty. Again, she has been advised on how to handle the situation. Vernon Auto Group is not responsible for her local dealer not accepting warranty or recalls. She has been advised on how to handle the **** Software update. 

  Customer Answer

  Date: 10/03/2024

  I am rejecting this response because:   The radio is no longer working there is no sync fix its cracked . If it needed an update it should have been preformed before it was sold maybe if it had been I would not be dealing with the issue. I have spoken with multiple dealers and shops . Everything is out of pocket the warranty sold is power train . 

• Initial Complaint

  Date:05/06/2024

  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.

  I am writing to express my deep dissatisfaction with the recent purchase of a 2022 **** F-250 from your dealership. Despite assurances of transparency, I discovered a significant dent in the front bumper of the vehicle, a detail conveniently withheld during the sales process.I was notified of the minor scratches on the vehicle, which I accepted being it was a used vehicle. I was provided a CarFax vehicle history report that showed no reported damage. Yet, the vehicle was delivered to my driveway with the dent in the bumper. I have confirmation via my home security cameras that the dent was on the vehicle when it arrived in my driveway. Despite my prompt notification of the issue(within days of delivery), Vernon Auto has refused to address the matter in any way, citing a "vehicles sold as is" policy. This response is unacceptable and reflects poorly on the integrity of the dealership. I demand immediate action to rectify this situation, such as bumper repair or compensation for the undisclosed damage.

  Business Response

  Date: 08/27/2024

  *******************, received the vehicle and pictures and videos of the vehicle. Accepted and took delivery of the vehicle that we delivered to him, he called in days later after he accepted and signed paperwork, stating there was a dent.

  Customer Answer

  Date: 08/27/2024

  Your response contains several inaccuracies and fails to address the serious concerns I have raised. While I did receive pictures and videos of the truck before placing a deposit, these materials were misleading. The salesman meticulously highlighted minor scratches, which I accepted given the vehicle's used condition. However, the dent in question was conspicuously absent from any of the provided images or videos. It appears that this was either intentionally skipped over or deliberately hidden to prevent me from noticing it.

  Upon delivery, the paperwork process was handled in a manner that raises significant concerns about your dealership's business practices. The delivery driver instructed me to sign documents without providing any explanation of their contents, nor was I given copies of the necessary paperwork to legally drive the vehicle. Despite my repeated requests, I have yet to receive these documents. This is not only unprofessional but also a violation of standard consumer rights under the Uniform Commercial Code (UCC). Such a breach of procedure severely undermines my confidence in your dealership and constitutes a failure to meet your legal obligations to the customer.

  Had the dent been disclosed, I would never have proceeded with the purchase. The repair cost has been quoted at $1,000 locally, which could have easily been covered by the dealership. Considering that the nationwide average profit margin on used vehicles is between 10-20%, your refusal to address this issue is both unreasonable and suggests a breach of the implied warranty of merchantability. The vehicle was not delivered in the condition reasonably expected based on the materials you provided.
  

  Additionally, when I requested the removal of a photograph of meposted on social media without my consentthe general manager's response was not only dismissive but also legally questionable. He hung up on me when I asserted my rights, an action that may expose your dealership to potential claims of invasion of privacy and defamation, particularly if the photo was used for commercial purposes without proper consent.

  I find it highly concerning that this complaint, which was closed months ago and marked as unanswered, has suddenly been reopened without explanation.

  
  

  Business Response

  Date: 08/30/2024

  Vernon Auto Group reached out to the customer after he voiced his concern. The options given to the customer were not satisfactory to the customer, he did not agree to the options provided. This case needs to be closed. 

  Customer Answer

  Date: 08/30/2024

  Again, there are blatant inaccuracies in the replies provided. It is correct that Vernon reached out. However, there we absolutely no options offered to rectify the issue. The general manager literally hung up on me when I requested the unauthorized picture be removed from social media  
  

  The complete neglect and avoidance of the other points in the previous reply insinuates Vernons awareness of the multiple wrongdoings in this case. Furthermore, the irritable tone of Vernons response, This case needs to be closed, reinforces the dealerships guilt and insecurities regarding the issue. 

• Initial Complaint

  Date:11/16/2022

  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.

  In August i took my car in for repair and was told my warranty did not cover what they assumed was wrong without diagnosis then come to find out it was the transmission. Then took a second car in and again they did not repair what was messed up without diagnosis
  I was charged $366 for something i didnt not need or ask them to repair then i had to pay $100 after they actually fixed the problem
  Then after i took in another car in September, again they went off of what someone else said instead of proper diagnosis and did not fix my car and told me not to come back but charged my warranty

  Business Response

  Date: 08/27/2024

  ******, on Hall, I do remember her having an issue and us fixing the vehicle, but she also had other people from her family involved, so I believe that was part of the issue. These are so old, I cant remember all of the details.