Complaints

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

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• 

  Sheehy Ford Lincoln of Richmond

  10601 Midlothian Tpke N Chesterfld, VA 23235-4411

  
• 

  Sheehy Ford Lincoln of Richmond

  11401 W Broad St Richmond, VA 23233-1122

  
• 

  Sheehy Ford Lincoln of Richmond

  PO Box 35045 N Chesterfld, VA 23235-0045

  

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:02/08/2025

  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.

  During my recent purchase of a **** truck, I was not informed of the option of making a one-time purchase of ********** because the salesperson and the salesmanager were not properly trained and aware of the program. I would like **** to make this right by allowing me to make the one-time purchase of BlueCruise for $2,495. On 19 Nov 2024 I purchased a 2024 **** F-150 (VIN *****************) from Sheehy Ford in Richmond (************************************************** *****) and ******* **** was the saleperson. During the sales process, I told him I was a 100% disabled combat veteran who was in a wheelchair for three years and showed him my disability letter from the ** and a picture of my daughters and I when I was in a wheelchair and how the new truck will assist me in helping wounded veterans through healing retreats and survival weekends. When he photocopied my drivers license he was able to see the adaptive and assistive controls I use (as defined by 38 CFR ******). I also inquired about ***** accessibility rebates during the sales process.On 4 Dec 2024 I learned that **** has a one-time purchase option for **** BlueCruise of $2,495 but I was not told about this option when I was purchasing the truck on 19 Nov 24.I called **** Connected Services *************) on 5 Dec 24 13:30 to ask about **** BlueCruise one-time payment for the vehicle and the representative said I had to go through the dealer I called ******* **** at Sheehy Ford ?************** on 11 Dec 24 at 10:51 and left a voicemail. At 10:55, ******* returned the phone call and stated he never heard of the one-time Blue Cruise purchase and said he would check into it. ******* called back at 11:18 to say the sales managers didn't know either about it either (except one of them). He told me to call **** Connected services.??There have been many more *************** and no resolution.

  Business Response

  Date: 02/10/2025

  Mr. *******,

  I have reviewed your concerns with all parties involved with your transaction here at our dealership. Our management team has reached out to **** to request an exception to have the pre-enrolled price honored. Unfortunately ****'s response is that the Blue Cruise feature is available but only at the current subscription rate. You can request an exception with **** customer service by calling ************. Thank you,

  ****** *****
  General Manager
  ************
  Sheehy Ford Lincoln of Richmond

• Initial Complaint

  Date:08/23/2024

  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 file a formal complaint against Sheehy Ford regarding the handling of my warranty claim and the subsequent issues I have encountered. Despite providing all necessary evidence and following the appropriate procedures, Sheehy Ford caused significant financial loss and inconvenience.I scheduled an appointment with Sheehy Ford for my vehicle on August 2, 2023. The appointment was made well in advance, specifically on July 26, 2023, giving me ample time to ensure all details were in order.On the day of the appointment, when my vehicle was pulled into the service bay, the odometer read ******* miles. I had driven approximately 60 miles in the intervening days, as I use my vehicle regularly.Prior to the appointment, I was assured by Sheehy Ford that the sunroof repair would be covered under the warranty. I also verified that the inspector had reviewed the claim and confirmed that the sunroof issue would be covered.Denial of Claim and Financial Impact:Despite these assurances, my claim was ultimately denied. The denial appears to be due to ******************** failure to follow through on the claim process, which resulted in an additional charge of $800 for four hours of labor that should have been covered under warranty.The total cost to repair the sunroof was estimated at $9,206. I have voice recordings confirming that if an invoice for repairs under ******* miles that mentions the sunroof issue was provided, it would suffice for warranty coverage.Given the circumstances, I am requesting the following actions from Sheehy Ford:Coverage of the Sunroof Repair: Reimbursement or coverage of the full repair cost of $9,206, as initially promised.Reimbursement for Labor Costs: Refund of the $800 charged for labor due to the failure in processing my claim correctly.Review and Correction of the Claim Process: An internal review of how my claim was handled, including an investigation into the failure of the warranty coverage as assured.

  Business Response

  Date: 08/26/2024

  *******,

  Thank you for your time today over the phone. Per our conversation, Carmax is the admin of the warranty and may be able to provide assistance. Please let me know if you have any questions going forward. Thank you!

   

  ***********************/*************************
  Sheehy Ford Lincoln of Richmond
  ************

• Initial Complaint

  Date:04/04/2024

  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 2023 **** F150 Raptor from Sheehy Ford of Richmond on 2/14/2024. I have been attempting to get my registration paperwork sent to *******, since I am a legal resident of *******. I have been told multiple times that the title paperwork is with the ****************, yet when I contact my local DMV (Park County) they have no record of the **** statewide. Every email to the dealership (*********************, ***********************, and *******************************) goes unanswered or is filled with blatant lies that ******* has the paperwork.

  Business Response

  Date: 04/08/2024

  ****************, 

  Our company uses an out of state titling company which processes your tag and titling through MT. This process can vary in length from state to state. Our records show that your tags and title work have been completed and your registration is active. Please let me know if you have any additional concerns. Thank you,

  ***********************
  General Manager
  Sheehy Ford Lincoln of Richmond
  ************

• Initial Complaint

  Date:03/23/2024

  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.

  Feb 7, 2023. I purchased a used truck. As part of the contract (in writing will submit later). Sheehy was to provide a 2nd key to vehicle, replace passenger side mirror assembly, and replace/ repair the recalled part on tailgate. I have contacted the company for over a year with no resolution. It started with me reaching out to *************************- I called over 30 times in a 5-month window finally to get a response of I can only come on a Monday (never actually spoke to him all text). My understanding from text was appointment was set - we showed up drove almost 2 hours and no appointment and could not be helped and ***** no here around. So, I continued to call/ text and NO ONE calls back. Finally in October 2023 I was still calling but now the priority was that the truck had still not been titled with DMV - 9 months later so I could not get tags. I called and texted over 60 times in two weeks and finally the truck was recorded ( I went to DMV multiple times a week). I was told by receptionist these things take time. I do have a letter from DMV stating it could be fraud as it does not take this long and they see dealerships sell cars they don't yet have the titles to. Happy to submit if needed. Now, during that I finally was able to actually speak to someone instead of text or leave a voicemail on a random line or with receptionist. His name is **** he is a sales leader not sure of his exact title. I speak and texted with **** for days in November. Teh final result was he was going to ship me the side mirror and tailgate and I would have my local mechanic install instead of another day wasted taking off from work. Also, since the issue had gone on for almost a year at that point he was going to send a local person to my house to key the additional key. It was the holidays and I am sure they were busy with both work and personal so I only followed up 3 times in December, but come ******* I have called and texted a 1-2 times a week and have still not gotten any call or returned text. It has been over a year I have been more than patient and I have over 131 text messages to the company as well as 107 calls (can provide my ******* print outs if needed). I want what my contract shows I am owed, and I want it within next 30 days. No consumer should have to fight and persist to get what the contract states they should have had day of sale.

  Business Response

  Date: 03/27/2024

  **************,

  Our team has reached out several times to resolve this issue. Please contact *************************, service director at Sheehy Ford of Richmond at ************. Thank you!

  ***********************
  General Manager
  Sheehy Ford Lincoln of Richmond
  ************ Ext. 12021

• Initial Complaint

  Date:11/14/2023

  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 took my loan to this dealership. According to the dealership the car passed a 150 point inspection and was certified. After receiving this vehicle on 10/6. On 10/22 2 weeks exactly the engine overheated. Luckily I live 2 miles away from work. If this issue occurred at the wrong time it could have impacted my safety. Of course when contacting my sales rep about the cars major issue that occurred inevitably, I was made aware that I am not able to return this car within 30 days of a major issue like I was told. I have a 5 day or 300 miles money back guarantee. I was verbally told by *********** ******************************* Of course if the vehicle runs into any (major) problems within the first 30 days youll get a refund. But not just because like if a tire went out or something like that I will get a full refund was his exact words. Of course that was not in the paperwork though. Reading the reviews of previous experiences I now know he was in his right mind when telling this lie to me. Clearly this vehicle is not going to be able to perform to the ability as advertised as well as the market value of the vehicle was not appropriately reflected when purchasing. From reading reviews this dealership preys on people I am completely confused on how they are accredited. Because there is a 30 day or ***** mile warranty what they are offering me is to fix a few parts that broke (water pump) and give me the vehicle back. This is not suffice. The vehicles engine is further damaged and instead of fixing the real problem they rather try to mask it. And let me deal with it later on.

  Business Response

  Date: 11/14/2023

  ****************,

  I am very sorry that you are having an issue with the Jeep that you purchased from our dealership. We offer a 30 day ***** mile warranty on all of our value vehicles which yours meets that requirement. Our technicians will perform the required repair free of charge under the Sheehy value vehicle warranty as soon as parts are available. Since the vehicle is outside the return policy of 5 days we are unable to accept your request to return the vehicle. However, we can provide a loaner vehicle while your Jeep is waiting ************ again, I am sorry that you are having this issue but I am confident that our service department will repair your vehicle and get it back on the road as soon as possible. 

  ***********************
  General Manager
  Sheehy Ford Lincoln of Richmond
  ************

  Customer Answer

  Date: 11/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. I need a detailed summary and diagnostic of my vehicle. I would also like to get a 3rd party mechanic to check the vehicle out. As of right now you guys are repairing the vehicle to your standard which will not be suffice nor does it make any sense. Anything damaged from that incident covered under warranty needs to be replaced. Not just a few things. I would like to start this process as soon as possible. Thank you!
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:09/17/2023

  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 dropped off my **** focus 2017 for warranty work, regarding a transmission module failure around October 20, 2022 and was told they would be in touch in a few days when it was ready. 2 weeks go by and i call to check in, I spike to ****, who was the service advisor assigned. He said it would take a couple more days and he would check in, and this scenario repeated over and over until about January 2023. I would get no calls or updates until i would call in. Around February 2023 i called yet again and made sure they had my right phone number to which **** then tells me theres actually about a month wait because the modules are on back order and im about #** in the waitlist. I had never been told this before and it had already been almost 4 months. So i give it time and call in in May, same thing. Its almost your turn, you have 2 cars in front of you I call again in august 2023, now my advisor has been reassigned to ****, he asks me if i have picked up my car he doesnt show it onsite. I explain, absolutely not, ive been checking in. He promises h*** call me right back with some info. Never calls. 2 weeks ho by I call again. Ive once again been reassigned to a new guy, who also says he will check and call me back in 5 mins. NO CALL EVER. Now it is sept 17, 2023. they dont know where my car is and no one has ever called or emailed with any information or updates or trying to fix and ongoing issue for almost a full year

  Business Response

  Date: 09/18/2023

  I am very sorry that you are having this issue with your vehicle. Unfortunately transmission control modules for your vehicle were on a national backorder. As of last week we received the part and it's installed in your vehicle. I will have ************************* our service director touch base with you regarding the status of your vehicle. Thank you,

  ***********************
  General Manager
  Sheehy Ford of Richmond
  **************

• Initial Complaint

  Date:08/06/2023

  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.

  I dropped my 2020 **** explorer off on 2 July 2023 for an electrical charging issue; new battery and alternator; but needed to be jumped every morning. They called on the 3rd and informed me they had the vehicle but the battery needed to be fully charged to diagnose. ******* then no contact for a week to get authorization to do diagnostics since warranty company didnt cover. They diagnosed it as having 2.5 amp draw and pin pointed it to the *** replaced it. I took the additional key in so that they could reprogram the vehicle. I called on many occasions once told they had no record of my vehicle to call back and speak to the guy Dxxxx as he was in training that Monday. Called on Tuesday he said they couldnt find it because it was under a different name ************************* I believe why I dont know. I have left several messages at the service center and service department manager without any return calls from either. Last conversation 7-28-23 they are still having issues programming And think issues are now resolved. I know electrical issues are difficult to diagnose and pinpoint. Its going into the 6th week without follow up as to status problems progress or if they are able to fix the vehicle. 6 weeks at a dealership service center what will my bill be?When I dropped it off I gave all contact information on supplied envelope but my vehicle was logged under a different name. Is ready and they just dont know how to contact me?

  Business Response

  Date: 08/07/2023

  Reached out to **************** in regard to his complaint and let him know where we were in regard to his vehicle being repaired. We have another part on order and expect the vehicle to be finished and ready to be picked up by end of this week.

• Initial Complaint

  Date:05/10/2023

  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.

  A few months back I bought my truck to be serviced due to some alternator charging issues. The alternator was not charging the battery although alternator was working. At the time the service advisor and technician told me that I would need to get an entire wiring harness for the truck in order to fix the problem. This totaled over $5000 for parts and labor. I was fortunate for the technician to walk with me to my truck and explain the situation. After receiving his input I did my own research. I found out that I did not need an entire wiring harness, in fact, it was just a $50 fuse that needed to be replace. After bringing this to their attention I have felt different about the treatment of service. Fast forward to the service appointment in question. I schedule a routine oil change , car wash and tire. This appointment took over five hours with no phone call to notify me of the trucks service completion. I ended up calling the service department to find out the status on the truck / I was updated with yes sir its ready for pick. Upon picking it up it was clear the truck had not been washed. I was concerned that if they missed this detail what else did they not do correctly. I looked at the invoice and all three requested services were claimed to have been done by technician. There were also no notations about my truck needing new lug nuts. Time went by and my lug nuts will now not come off the truck. **** claims they just swell up, it happens. How could this just suddenly happen? My belief is that **** over torque the lug nuts when rotating the tires. If the lug nuts are torqued correctly what are other causes for swelling? **** has now refused to correct their problem saying that it is my issue. My service advisor admitted if there were notes of swelling he would have made me aware. However, the technician mentioned it to him. I believe **** should replace the lug nuts they damage.

  Business Response

  Date: 05/11/2023

  We have been in contact with **************. He is bringing his truck in Wednesday for ** to further investigate his concern. **** has agreed to replace all lug nuts if necessary. Thank you,

  ***********************
  General Manager
  Sheehy Ford Lincoln of Richmond
  *************************

  Customer Answer

  Date: 05/12/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  Date:01/08/2023

  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.

  I scheduled an appointment with Sheehy Ford on 11/25/22 because my **** **** Ranger was making a rattling noise and I thought it was leaking oil. My truck was also due for an inspection. When I made the appointment and when I dropped the truck off, I specifically asked Sheehy to find out what the rattling noise was, if it was leaking oil, and to let me know if they found anything else that needed to be done. I also asked them to do the inspection. The service man called me the same day and told me I needed to replace my rotors and brake pads, replace the thermostat housing and they thought the leak was from the oil pan gasket because it was wet, but they weren't sure. The total cost was $1,400. I am a ********* and use my truck for my job, so I needed it back right away. The service person told me I could pick it up Monday 11/28. The truck wasn't ready 11/28 and I was promised that it would be ready Tuesday 11/29. I never received a call so I stopped by at 4 pm and was told it would be ready at 5:30. When I went to pay, I was told they didn't think there was a leak, just watch it. They didn't address the rattling noise. The truck wasn't ready until 7:30 pm. I took it to Flatrock on 12/16/22 for a second opinion. They told me it was definitely leaking oil, but they couldn't tell where it was coming from, so they cleaned the engine and asked me to come back the following week to pinpoint the leak. They also said the timing chain needed to be replaced, that was what was making the rattling noise, but they didn't do that type of work. I then took the truck to ** Automotive on 12/26/22 to replace the timing chain (estimated cost $3,000). When he removed the oil pan, he found major engine damage and told me the engine needed to be replaced at a total cost of $5,800. I had to pay for the engine upfront and now have to wait 4-6 weeks for it to come in. Now I don't have a truck for work for 2 months.

  Business Response

  Date: 01/09/2023

  ****************,

  I apologize that we did not diagnose your rattling noise at the time of your appointment. Our service advisor wanted to keep your vehicle to dive deeper into your concern but you had to have the truck back for work. Based upon our records, this was the first time you have visited our shop. We did not charge a diagnostic fee for the rattle nor did we cause your engine failure. Therefore we are unable to compensate for repairs performed at another shop, however we would love the opportunity to repair your truck for a discounted rate.  

  ***********************
  General Manager
  Sheehy Ford Lincoln of Richmond
  *************************
  ************************************

   

  Customer Answer

  Date: 01/13/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Your service advisor did not ask to keep my truck to "dive deeper" into my concern.  Sheehy kept the truck an extra day because, I was told by your service advisor, you were waiting for the parts to come in.  When I picked it up, the service advisor stated that the mechanic thought there was an oil leak, but determined there was not.  When I parked my truck in my driveway the next day and put a piece of cardboard under it, there was an obvious oil leak.  The rattling noise was also still there.  I immediately scheduled an appointment for a second opinion.  Only when your service advisor contacted me a few days later and found out there were still problems did he ask me to bring my truck back.  Since Sheehy found an oil leak then decided there wasn't one and since Sheehy never addressed the rattling noise that was a timing chain ready to fail, my engine needs to be replaced.  This could have been prevented if your technician addressed my concerns.  If I felt confident that your service department would repair my truck, I would have brought it back and made other arrangements for work. However, Sheehy is unreliable and untrustworthy.  Therefore, I reject your offer.

  
  Regards,
  
  ***********************
  
  
  
  

  
  

• Initial Complaint

  Date:11/22/2022

  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.

  On 08/01/2022 I purchased a used vehicle from Sheehy Ford. Upon inspection of the vehicle, this consumer found damages to the dash, ***, rear windows, and other items listed on we owe document. The vehicle was a victim of a domestic violence incident and one of the previous owners carved vulgar language into the *** and DASH. I was promised the items on the list would be fixed after receiving all required items from the parts department as they were experiencing delays due to the pandemic on all parts. After many months of attempting to have the vehicle repaired and being advised that the items were on order and I would be made aware as soon as they came in, On 11/11/2022 I brought the car in to have the said items fixed on we owe. The car was kept for a week and upon picking it up on 11/20/22 I noticed the dash was not acceptable and the rear windows did not match. I expressed this to the cashier and I was advised that a manager would call me Monday 11/21/22. On Monday the manager called me and told me that they were done fixing the car and no further repairs would be completed despite the We owe signed by the Sheehy dealership representative. I have made numerous attempts to try and handle this without it escalating to this.

  Business Response

  Date: 11/23/2022

  ************,

   

  All items have been addressed and completed as agreed to per our "we owe" form with the exception of the dash cover which has been ordered. We have ordered the dash cover since the original repair to the dash did not meet your expectation. Once the dash cover arrives we will contact you to either ship the part to your address or pick up at the store. Thank you,

   

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

  General Manager

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

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

   

  Customer Answer

  Date: 11/23/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The Windows in the rear do not match.  I purchased this vehicle  with the understanding these items would be fixed. This is why I came back to dealer and had the manager ******************************* complete we owe with me and voiced at that time I needed those items to be fixed our the deal was off. At no time  did I agree to purchase a  subpar / damaged vehicle.  The Vehicle was sold as  **** Pre Owned Certified.  This vehicle at the time of the sale did not meet those standards.  I was sold warranties and service plans   based on  the **** Certified  status. I was told the other day on the phone  that there was no more you could do for the car despite the fact that the We owe states those rear windows would match! It is  absolutely horrible to take advantage of  a sponsored residential family of nurses   that provides  services to those with special needs.   I surely  hope   you will do the right thing and honor you promise to  complete the items on the We Owe.

  Regards,
  
  *********************
  
  
  
  

  
  

  Business Response

  Date: 11/23/2022

  ************, all items on the we owe have been completed as promised except the dash cover which is on order. The window tint was completed on the rear glass to match both sides.  

  Customer Answer

  Date: 11/23/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I do have to disagree with you because  the windows kn the rear do not match at all. It is clear as day on the vehicle. The *********** window in the rear is onvislouly  brown and the other windows are black tone.  The dash cover was never disclosed until today that was ordered.   You have not  held up your end of the deal on the we owe signed agreement.  This vehicle  did not meet the Certified pre own status you sold it to me in and now refuse to fix.  Please do the right thing and correct the  items you have not completed.  I have yet to get any paperwork for any work done and have yet to be given oil change paperwork as well. I'm just confused on why you don't feel obligated to 1 give paperwork and 2 complete the items you said you would do on the we owe. 

  
  Regards,
  
  *********************
  
  
  
  

  
  

  Business Response

  Date: 12/01/2022

  Our sales manager ********************* has been in touch with ************. We have agreed to replace the side glass and re-tint the window. Also we have the dash cover on order. The customer is satisfied with the response.