Complaints

This profile includes complaints for Foundation Automotive of Wichita Falls's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Foundation Automotive of Wichita Falls

  Wichita Falls, TX 76301-6400

• 

  Foundation Automotive of Wichita Falls

  2606 Old Jacksboro Hwy Wichita Falls, TX 76302-1013

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  Foundation Automotive of Wichita Falls

  2910 Old Jacksboro Hwy Wichita Falls, TX 76302-1019

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  Foundation Automotive of Wichita Falls

  PO Box 5188 Wichita Falls, TX 76307-5188

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:10/02/2023

  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.

  Bought a BRAND NEW 2023 JEEP GRAND CHEROKEE from them on August 30th. It was established to have a sunroof on the vehicle for the sale to go through and the dealership found it easier to have taken my brand new vehicle all the way to ************* instead of finding me a vehicle with one installed already. Not only did they add miles to my vehicle but also took the vehicle to get a sunroof poorly installed by a company they claimed to have done business for years. This company used by the dealership not only did a poor job on sunroof, and headliner of my vehicle but also damaged the two vanity mirrors located in the front driver and passenger sun visors. By damaged i mean light no longer turns on with the opening of the mirror. The director of Foundation Automotive was contacted and the only solution he gave was to have my car taken back for the THIRD time to get fixed and a $500 check. A week had gone by since he said i would be contacted to have this fixed and i have yet to hear back this business. They have messed up a car i have barely had for ONE MONTH. The director, ****, along the rest claim everything was explained from the beginning when in reality none of this shady business was explained. Even the sales person stated how she just couldnt have this sale be reversed due to comission that is received. The director, ****, claims the reputation is all to him but does very little to fix customer issues. Even after getting my vehicle looked at by professionals who all gave negative feedback, i was told by ****, the director, that i was just letting people get in my head .

  Business Response

  Date: 10/11/2023

  I met with ******************** and after looking at the job that was done, I did agree that it needed to be touched up.  My pre-owned manager has reached out to her in an attempt to schedule her a time to come in so we could put her in a loaner vehicle so the sunroof company could pick up the car to get it right. In speaking with the sunroof company, they have every intention of making her happy with their job. I offered her the $500 for the inconvenience part of it. She chose to get then aftermarket sunroof instead of us finding her a vehicle with the sunroof already in it due to the additional expense of the package that the sunroof comes with. We will make sure that job is satisfactorily done, but we can't make it look like a factory sunroof because it's not a factory sunroof. 

• Initial Complaint

  Date:08/16/2023

  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.

  On June 5,2023 I left our 2023 ******* ***** Fe at Foundation ******* at **********************************,Wichita Falls ***** ***** for diagnosis of engine start up rattling noise. ********************* was the service advisor. ************* informed me that they could not duplicate the problem. I explained that the loud noise occurs on the first start up of the day. I went to the dealership the following day and was present when the vehicle was started from a cold start. Two mechanics and ************** were present when the vehicle was started. The engine noise was very pronounced and lasted about 45 seconds then became smooth. The mechanic said, "Its the timing chain". No other trouble shooting was done. After waiting for weeks the mechanic replaced the chain. I asked ************ about changing the water pump. He never called me back. I went back to the dealership and asked him about the water pump. He said, They don't need to do that. The water pump shows old leakage. It was missed. Our ******* was at Foundation ******* for over 24 days until June 29,2023. I was told to pick up the vehicle on June 29,2023. They had started the vehicle to move it to the pick up point so when i started the vehicle to take it to my daughters house in ***********, near Wichita Falls i heard no noticeable noise in the engine. After the first cold start of the day and the engine warms up the the second and subsequent starts seem normal. I immediately noticed the loud noise in the engine the next day. I brought the car back to Foundation on July 3,2023. They did an inspection, changed the oil and told me the vehicle was ready for pickup on July 7,2023. Loud engine noise was not gone at all!I drove the vehicle to our destination in ********************************** and took it to **************,******************************************************** Their mechanic and Service Rep said "Noise may be from Cam Shaft Buckets would need to disassemble the Engine" I have before and after video and documentation of the engine noise at Foundation and here in **.

  Business Response

  Date: 08/31/2023

  ******** arrived at the dealership and informed us that he purchased the vehicle through private sale. He then informed us that he felt he was screwed over by the private seller because when he went to buy the vehicle, the private seller already had it running, knowing full well that it had problems on startup. The customer brought the vehicle to us and asked us to repair his issue. Upon diagnosing the vehicle and it's engine, we quickly realized that it was in very bad shape, the engine had been extremely under maintained. It is not often we recommend timing chains on this type of vehicle, however they were in such bad condition, among other things, that we recommended replacement. After replacement, there is still a noise however not as prominent as before. We instructed the customer that we would need to tear the engine down to investigate further, and he refused. We then offered a complimentary engine head cleaning, as there is a substantial amount of dirt and debris and old oil buildup. He originally declined, even though we offered it complimentary. He later changed his mind and we performed the cleaning as well as a complimentary oil change with filter. The customer did not want us to do any further work and informed us he was leaving for **. 

  Customer Answer

  Date: 09/12/2023

  see attachment:

  Business Response

  Date: 09/21/2023

  This customer was extremely hostile towards us. Even when we offered complimentary services and work, he refused to have any of them completed. This customer took his vehicle to another shop after ours and their official diagnosis was to tear down the engine and perform further diagnosis. Which we recommended to the customer, which he refused. It is very difficult to assist the customer when he is refusing assistance every step of the way. The customer has various problems with his vehicle, we repaired one of them, and it needs further work to repair the rest.

  Admittedly, the customer confessed to us that he believes he purchased a vehicle that needed prior work done, from a private individual online.

  Unfortunately we believe the vehicle has been improperly maintained, if at all, and needs more repairs. 

  We wish this customer nothing but the best, and hope he is able to repair his vehicle and enjoy his wonderful SUV.

• Initial Complaint

  Date:08/09/2023

  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.

  car will be there 30 days waiting on a part was supposedbe done a couple days in jul now i told 8/26 i want a loaner

  Business Response

  Date: 08/24/2023

  Dear customer,

  We are extremely apologetic for the experience you are having. When your vehicle arrived for repairs, you requested a loaner vehicle however we did not have any available to loan out as all of them were currently with other customers. We diagnosed your vehicle in a timely manner and were able to identify the part that needs replacing and quickly ordered it for you, with no charge of course. We unfortunately have no control over the nationwide part shortages that all manufacturers are facing, however we are very sorry that your part has taken so long to arrive. We are additionally also sorry that no vehicles are available for loan as the ones in stock are currently out with other customers. We have double checked the arrival of your part date and it is still stated to arrive next week. We will notify you immediately upon arrival and when you can expect your vehicle returned. Thank you so much.

• Initial Complaint

  Date:05/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to be a co-signer on a vehicle transaction involving purchase of a 2017 Dodge Charger. I was not the buyer of the automobile, but my name was listed as the buyer without my knowledge. I didn't find out until I received vehicle registration renewal form for the Charger. I also then found out that payments were behind on the car, resulting affecting my credit. I could not finance the car, because my credit score is too low. Someone else put my name on the vehicle paperwork, as this is not my signature.

  Business Response

  Date: 06/01/2023

  I have left a message with **************** and awaiting his call back. I have spoken to a few of the employees involved in ***************** car purchase and I am not sure where the confusion is, but I will be happy to speak to him about it. I have also pulled all documents regarding the deal with his signature and his drivers license and they appear to be a match. Co-signers are also responsible for the vehicle and is listed on the title as well. 

  Business Response

  Date: 06/03/2023

  I have visited with all employees involved in this car purchase. There is only 1 of them that does not work here any longer.  This purchase was not a problem until payments started getting behind. **************** has been to the dealership and has called multiple people here trying to get this vehicle out of his name. **************** did return my call yesterday morning and I set an appointment with him yesterday afternoon at 2pm. We visited about the matter for about 30 minutes. He was trying to tell me that his son and his girl friend was forging his name. We have all the documentation including his drivers license that matches his signature on all documents. He said he never got the paperwork so just in case that is accurate I requested another set of paperwork be mailed to him. 

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

  Customer Answer

  Date: 06/06/2023

  I am rejecting this response because:   

  **Document Attached**
  

  Business Response

  Date: 06/12/2023

  we have multiple documents showing *************** signature matching his signature on his drivers license but I can't share that with anyone other than ***************. My apologies but I can't continue to go back and forth on this matter. **************** knows he purchased the car. 

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a case through ******* corporate on 21-Nov-2022 because my car broke down on 19-Nov-2022 and was towed to ********** ******** Upon arrival, ******(one of the service managers) told me my car was unable to be seen for two months. After asking them to validate my car was unsafe to drive, they claimed to have opened a maintenance ticket. For the past 3 weeks I have inquired on the status of my repair approval and ***** (one of the service managers) has continued to say they are awaiting corporate approval for my repair. For the past two weeks, the case manager office has said corporate is still waiting for ********** to submit the repair request. Finally, this morning (9-Dec-22) I requested formal documentation for my repair request.
  
  This afternoon, my case manager ********* stated that my repair request was just started today (9-Dec-22). Additionally, ****************** is now not answering any of my calls. My car has now been at this dealership for 3 weeks.

  Business Response

  Date: 03/13/2023

  Business Response /* (1000, 5, 2022/12/12) */
  Spoke with **** this afternoon Dec 12, 2022, 4:pm updated him on the progress of his vehicle getting repaired. Transmission has been approved thru HMA along with getting it ordered thru parts. Local parts depot was out of stock so replacement transmission coming from Chicago ground freight. Hopefully arriving Thursday or Friday this week then we install to finish up the repairs on Vehicle

• Initial Complaint

  Date:10/16/2022

  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.

  I bought my truck brand new with 500 miles on it Oct. 14th 21. I made it to around 70k when the truck would stutter and hesitate to drive. Took it to dealership and said No codes, nothing wrong after 2 days of "checking it". Brought it back at 76k and truck would hardly drive, but yet said they couldn't figure it out and sent me on my way. Was driving home at 85k and truck stalled going 75mph while on a 2 lane highway. The truck rolled to about 30 mph and completely died and locked up steering wheel and activated the E brake as I was almost safely off the road. After trying time and time again, I finally got the truck to start and off the road. Called dealership and was told they wouldn't tow it as it was out of warranty at this point. So I had no choice but to limp it to them 400 miles away. They let it sit over weekend and went to test drive it and drove as it would normally. Sent me back out with it, only for it to happen again at 99k and stall. Same process as before and had to lug it to them out of my pocket. They Finally agreed to replace fuel pump, but out of my pocket conviently since they sent it back numerous times and now out of any warranty. At 105k, I took it back to dealership with same issue as before and was told there was nothing to do and sent me on my way. At 111k it stalled on highway at night and almost caused a major crash as the E brake set it's self while traveling at 45mph in a construction zone. Limped to dealer yet again, and they replaced the EVAP cannister as part of their guessing game. Now today at 115.5k I have dropped it off again for same issue. Stalled while traveling 75 on Interstate and almost caused me to hit a pole as I only have so much room to get off the road before it shuts down. I have since called MOPAR themselves and have yet to hear more as the Dealership has not helped at all. This has ALL transpired over the course of 1 year with brand new 2021 Ram 1500 V6 Penstar.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/10/21) */
  Contact Name and Title: Brad R****** GM
  Contact Phone: 9406878407
  Contact Email: brad.r******@foundationwf.com
  after speaking with my service manager I feel like we have been working diligently to try and resolve the issues with his truck. We have attached some equipment to his truck in an effort to detect the issue and get more info to try and figure out what is causing the issues he speaks of. We did this on Wednesday and after speaking with him today he still hasn't had the issue happen again but if it does, we will be able to get a better idea on how to address it. As far as a refund I have let the customer know that it is out of our hands and only the manufacturer can help him with this request. He has been in contact with them, and they are researching his case.
  Brad R******
  Managing Partner