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:01/12/2024

  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.

  We purchased a used vehicle from Price **** in August. We were sold on the full drive train warranty. In October, a small rubber seal popped out of a cylinder. They fixed it. We got less than 8 miles down the road, It came out again. This time they came to our house and fixed it again and promised to make it right. You got it. we maybe made it 5 miles until all the gauges came on and our engine was out of oil. Same thing happened again. They have had our vehicle for nearly 2 months now, and we just keep getting the run around. My advice. Never get the warranty, they won't honor it.

  Business Response

  Date: 01/16/2024

  On November 29th 2023 ********************** had to have his vehicle towed back into the dealership as his vehicle was experiencing a loss of oil. Upon inspection we found excessive crank case pressure build up from blow by which is in affect why the cam sensor seal continues to blow out of engine block. Repair order # ******. at ****** miles at time of repair order documentation. Dealer submitted all documented findings and recommendation to replace engine due to suspected piston ring blow by. After multiple communications from dealer to service contract company we were instructed that Superior Protection was going to be sending a claims adjuster to inspect the vehicle, after several days Superior protection contacted the dealer and informed us that they would not be able to send an adjuster as they could not find one in our area. ******** requested more photos in an attempt to assist. After several further communications with Superior we were instructed to obtain authorization from our client to disassemble the vehicle to find the cause before they will assist. Communications have been made to the customer and he has been updated the status as of 1-16-2024 at approximately 11:45 a.m. during that conversation with **********************, he confirmed exactly what Price **** informed him of and stated he spoke with his contract company and confirmed. He also stated he would not be in a position to proceed with disassembly for inspection. Customer did recognize dealer was doing everything they can to assist and that Superior Protection was dictating the repair progress.

  Customer Answer

  Date: 01/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  A compaint has been filed against ******************* services of ****** **, and I will continue to warn anyone from purchasing any warranty with that company, or a dealer that uses them. 
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 01/16/2024

  Issue far from resolved.  Price **** are the ones who sold ** the warranty.  Full drive train for 2 years. Period.  They "fixed" it twice and then it stops running.  Total scam.  Their mechanic promised us that no matter what, Price **** would even put in a new engine if they had to.  We only had the car 2 months until it all started going wrong.  Their service attendent **** assured us for several (6) weeks that everything would be fine, and it was a clear case.  Yes the warranty company laughed and said, h*** no we won't pay.  Now they want us to on top of the ******* warranty we just bought and additional **** for a used engine.  This was a total scam and we were set up by Price ****.  The emotional distress this has caused has contributed to our declining health.  Price **** is killing **. Funny for the unethical, but it is killing us. 

  Business Response

  Date: 07/11/2024

  On November 15th, 2023, on repair order #****** at ****** miles, ********************* request Price **** inspect his 2009 ****** Outback for an oil leak concern. Our inspection revealed a right bank cam sensor seal plug leaking.Price **** replaced cam plug and reinspected for oil leak, vehicle was delivered back to ********************** on November 21st, 2023. ********************* paid for part and labor for $219.18.
  
  On November 22nd, 2023, ********************** contacted dealer to inform us of a service engine soon light that came on shortly after picking vehicle back up.Price **** scheduled our mobile service technician to retrieve Mr. ********** vehicle. Inspection found the cam sensor seal failed again and was replaced under warranty at no cost to ********************** on repair order#****** and returned to **********************. Two days later ********************** contacted Price **** to inform us his vehicle would not start. Price **** arranged for the vehicle to be towed back to the dealership for further inspection. Price **** performed inspection and verified cam sensor seal blew again, Vehicle has excessive crank case blow by creating seal to blow. Vehicle needs to have engine rebuild/replacement due to excessive blow by causing cam seal to expel and engine lost oil/oil pressure, engine is currently seized.  ********************** has a Superior vehicle protection plan; Price **** spoke with Superior protection; Superior Protection contact # ************** and recommended engine repair/replacement.Superior protection informed dealer to obtain authorization from ********************** to disassemble for inspection. Due to engine being seized, Price **** will not be able to verify internal component failure without disassembly of engine for insurance adjuster inspection.  ********************** does not have the ability to pay for inspection in the event of repair denial from Superior Protection based on technical findings from Price ****. Superior Protection informed Price ****,if engine failure is due to loss of engine oil, the repair would not be covered. Price **** informed contract company that blow by creating internal engine pressure is cause of seal/plug failure and should be covered. Price **** is currently attempting to assist ********************** by reaching out to his contract company and their regional manager for further assistance.
  
  Current open Repair order# ****** dated 11/29/2023 ****** miles.
  
  Dealer did receive secondary notification from ATG in regarding Ref#******.
  Reference above comments:
  Amended comments as follows:
  
  Dealer received secondary notification regarding ********************** and his needed vehicle repairs. We have contacted his contract company that requires complete disassembly for inspection of the engine in Mr. ********** vehicle. ********************* could not afford the cost for inspection. Price **** extended the cost to cover inspection cost to allow his contract company to send an adjuster to inspect condition of the vehicle and determine repair coverage. ****** performed disassemble for inspection and contacted his contract company.Unfortunately, the repair was denied by contract company. ****** contacted contract company regional manager to ask for assistance. Dealer was denied and there is no warranty coverage to assist with the repair. Dealer contacted ********************** and strictly out of goodwill, has offered a 50/50 split on repair with a used engine. Dealer waited several days for an answer from customer and customer has agreed to split repair but at this time does not have the money to cover costs. ********************** has agreed and will contact Price **** as soon as he can cover 50% of repair costs and dealer will order needed parts to complete the repair.
  
  Dealer is now waiting for ********************** and will complete repairs once financing is completed.
  
  Regards,
  
  *************************,
  Parts & Service Director
  Price ****/Lincoln
  ************

• Initial Complaint

  Date:12/03/2023

  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.

  On November 1 we were in the dealership to purchase a vehicle. The advertised price was ***** as advertised on website. We were told when we got there it was entered on the website wrong and the window sticker actually showed *****. There was nothing mentioned about adding except for the 200 file fee for dealership and the taxes payed to ******. Once there we were told there was **** dollars worth of dealership add ons. When we said we didnt want them the salesman left respectfully then **** the financial guy came out and tried to strong arm us in the deal. Telling us there is no way to remove it that we are taking money from the dealership that they are just trying to keep the lights on all why creating a hostile environment in front of my wife and kids. After insisting I didnt want anyone it he told me to have a nice day and got up and walked away. I then proceeded to the restroom to let my wife know we were leaving when we were cornered by the general manager who was very nice but continued to tell me I had no options it was installed on the vehicle and I had to pay at least half. After refusing to still buy it **** tried to come back out and bully us into it. After saying no again he stomped off like a child and the general asked us to pay half. After driving 6 hours for this vehicle my wife agreed to pay half just so we didnt have to go back empty handed. **** continued to make snarky comments about how the dealership was footing the bill for items on the purchase order. The next day we looked up Washington law and found out it is actually illegal to require someone to buy dealership add ons. If we would of known this we wouldnt of even payed half. Not only was the advertisement false but also the price was false and their bully tactics to force us to buy add ons was illegal. We are requesting the additional 649 refunded because it was sold to us unethically and illegally and was not actually required to close the deal.

  Business Response

  Date: 12/05/2023

  On  November 1st we sold ***************** a new **** Explorer. He saw it advertised online at a sale price of $45999.00 after discounts and rebates. When ********** arrived at our location we had a sale tag listing an additional rebate that for some technical reason was not listed on our website of a $1000.00. ********** also qualified for a First Responder rebate of $500.00 which also passed on to him. The price of the Explorer was on sale for $45,999 and after the additional rebates he paid $43,499. This in no way was to mislead because he paid less than the advertised price. We do disclose on our website that all prices are plus all applicable taxes, lic/reg fees, and a $200.00 doc fee. ********** stated he was forced to purchase two aftermarket products at a discounted rate at the time of sale. The team here at Price **** is fully aware that these products are optional and are not required. I do not know where the miscommunication happened but the customer will be refunded the $648.00. We are overnighting a check today 12/5/2023. Please email or call me with any questions you have. ***************************** - General Manager ************ ***********************************************

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Price Ford Lincoln in ************ **. ****** miles 2018 F150 I have purchase 7 vehicles (personal & business) over the years from this location.The service department has not been very kind to us.We have a 2018 F150 that had a known defect in the motor causing **** to recommend replacing the motor.*** at the service department was not easy to work with as this inconvenienced his department due to the back order of parts. This whole interaction forced us to buy another truck as the replacement was going to take 6 months. **** said replace the motor but *** insisted that was unreasonable and told me a short block would be the solution. He pressured me for day's. I opened a case with *****I discussed the warranty moving forward seeing as they totally disassembled the motor and *** told me he could not warranty it beyond the factory warranty.Now this same truck has a "clunk" when you start it. It did not have this before.*** took it in and said they could not find a problem. He charged me $206 for this while the truck is still under warranty.I video recorded the problem and took it back in. They said they definatly hear the problem and worked on it for multiple days. They said the clunk is normal now. I told them it was not there before they worked on it and I wanted a refund of my $206 and documentation about the sound. *** got very upset with me. He interupted me and said someone is going to pay for this. He told me he cannot charge **** so I get to pay for it.I advised him the truck is under factory warranty and they had done major work to the motor. I asked him to give me my $206 explanation for the problem and he was even more upset.I asked him how I address this issue moving forward and he said Price **** is a *************** and does not represent ****. I should call **** instead.I am done with this service department and will take my business else where. Thank *** for this **** *******************. ************

  Business Response

  Date: 09/06/2023

  Regarding Mr. ******* vehicle concerns and the timeline in response to providing appropriate repair. On August 8th of 2021 and mileage of ***** **************** was concerned of a burning oil smell while driving his 2018 **** F-150. At this time of repair and current milage, Mr. ******* vehicle was under basic factory warranty of 3 years and or ****** miles, he also had/has a powertrain warranty that is extended to 5 years and or ****** miles, whichever comes first. ************** followed **** Motor companys workshop manual to ********************. Upon investigation, a technical service bulletin #**-2365 applied to Mr. ******* F-150. Upon following this bulletin and performing an oil consumption test it was verified there may be an internal engine malfunction. Upon making the follow up appointment to perform engine disassembly for inspection.  **************** was provided with an extended stay loaner at no cost, our service technician disassembled and inspected Mr. ******* engine internally, as per **** Motor Company warranty and policy manual, upon submitting findings to **** Motor Company for authorization we were instructed to replace Mr. ******* engine.That specific engine was on National backorder for five months. With the short block and remaining components to complete Mr. ******* engine repair being readily available, the dealer performed a complete engine rebuild to expedite warrantable repair. This claim was authorized and paid for by the manufacturer under basic factory warranty and returned to **************** upon completion.
  
  On May 24th, 2023. **************** returned to our facility with a concern of an unusual clunk type noise while using his remote start that he was experiencing with his 2018 F-150, current milage was *****. Upon inspection by our Senior Master tech, and ******************** being performed, he was unable to duplicate any abnormal functions with Mr. ******* vehicle. At the time of inspection, based on time and mileage, Mr. ******* vehicle was outside of basic factory warranty and the dealer did not have any recourse to submit a claim to the manufacturer as there were no malfunctions noted. The dealer extended the cost of the techniciansdiagnostic time, this is the standard rate and process for all diagnostics and repairs extended to all consumers who are no longer covered by the vehicles basic factory warranty.  *************** reached back out to our service department and spoke with our Service representatives and stated he was concerned about the noise he was still experiencing. Our service department agreed to set another appointment to conduct another inspection. **************** was again provided with a service loaner at no cost to him. ************** completed an inspection of Mr. ******* vehicle, submitted a service hotline tech assistance form to **** Motor Company engineers, (see attached) after investigation of no warrantable concerns, we were unable to submit for reimbursement for the loaner vehicle. Price **** absorbed the cost of loaner and did not extend another diagnostic fee for once again finding no failure or malfunction of any drivetrain components at time of inspection and mileage of ******.
  
  **************** was still concerned that there was an ongoing issue with his vehicle, we once again agreed to investigate possible concerns to his vehicle, On July 6th, 2023, Price **** provided at no cost to the customer another loaner vehicle, (not covered by warranty) during that investigation, **** Motor Company instructed dealer to compare to similar vehicles, measure end play and drivetrain tolerance. All investigations found the vehicle to be within factory specifications and no component failure was verified. With this verification from factory technical assistance, no repair will be authorized by **** Motor Company at this time. However, **************** still holds a powertrain warranty until December 3rd of 2023 and or ****** miles, whichever comes first.
  
  If there is a malfunction of any powertrain components within the period of (5 years/****** miles) and can be verified by certified **** technicians, **** Motor Company will stand behind their warranty responsibilities. After December 3rd, 2023, or ****** miles, the factory warranty will have expired.
  
  Price **** believes that we have followed the warranty and policy manual guidelines to honor any warrantable repairs regarding Mr.******* 2018 **** F-150 and will continue to follow **** Motor Company rules and regulations regarding factory warranty and covered repairs.
  
  Regards,
  
  *************************,
  Parts & Service Director
  Price ****/Lincoln

• Initial Complaint

  Date:12/19/2022

  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.

  July of 2020 I placed a deposit for a **** Bronco that I ordered. That vehicle did not get an allocation for that year. Then I had the option of upgrading my order to a **** Bronco Raptor which I did. Now during that time I was an employee of Price ****.Now in the summer of 2022 I left price **** after being there for over 12 years, still waiting for my ordered Bronco. The vehicle finally arrived to the dealership 12-17-2022 and I reached out to the general manager, finance manager, and even a sales consultant 3 different times on that day with no answer or returned calls. Today, 12-19-2022, I went in to find out about my ordered vehicle and was told they were refusing to sell the vehicle to me. They are now going to refund my deposit and sell it to another person. I did not refuse the vehicle, was not because I couldnt buy it, they are going to not honor my ordered vehicle because they can sell it for more money.

  Business Response

  Date: 12/30/2022

  This customer is a former management employee of Price ****.He has shared with us that his intent was to resell / broker the limited allocation vehicle. As a franchised **** dealership, it is a violation of our dealership agreement with **** Motor Company to knowingly facilitate these brokering transactions and it puts our future allocation at risk. This information was shared with the customer and he was made aware we would be unable to transact with him.
  
  Here is an excerpt from the **** Motor Company communication regarding this situation:
  
  COMPANY POLICY ON NEW VEHICLE BROKERING, RESELLING AND UNAPPROVED EXPORTING
  Selling vehicles to customers who broker, resell or export vehicles compromises the integrity of our
  distribution system and can negatively impact the value of the **** and Lincoln franchises. Brokering
  includes the utilization of any 3rd party to wholesale,transfer, or otherwise deliver inventory, especially vehicles in
  high demand (including, but not limited to Mustang Specialty Vehicles (e.g., ******* **** 1), Raptor, F-150
  Lightning, Bronco and Bronco ********************** Edition,and all other specialty vehicles). Additionally, any
  non-**** dealer or non-Lincoln dealer that provide vehicle and inventory relocator services, automotive transfer
  assistance, dealer trade facilitation, and/or any other company by similar name or service, is considered a
  broker. It is important we work together to eliminate this practice.

   

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18611217
  
  I am rejecting this response because:

  it wouldnt matter if I kept the vehicle for 6 months, a year, or 5 years. Brokering was not in place, and that term is being used to justify their poor actions. 
  

  If brokering is utilized on this transaction, then the same would go for employees of **** who buy new vehicles at a discounted price, then resell them to customers for a higher price for their own personal gains. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/13/2022

  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.

  The car I bought from **** has been sitting at Price **** for 11 months waiting for a TCM part to be replaced. It's unknown the value I am losing in the car due to it sitting for almost a year. Between the old gas, dead battery, tires, and the car is exposed to the elements. I have been paying insurance on it and was forced to buy another car to get to work. The dealership keeps telling me it is on backorder or it is on its way, but nothing has been done in ********************************************************************************* a place where it could be out of the weather. Each day on my way to work, I can see it just sitting on the dealer's lot.

  Business Response

  Date: 08/15/2022

  I am familiar with the global parts availability concerns we are facing on a daily basis.

  Unfortunately, ****************** is unable to provide part number AE8Z7Z369F and has provided guidance that the part is a globally constrained service part with limited availability due to the global semi-conductor shortage. The 2015 **** Focus is not covered under the manufacturers warranty and the timing on the availability of parts is unclear.  

  Absent the part required for this repair, it is unclear what avenue you are wanting us to pursue to assist with this frustrating situation.

  Feel free to reach me directly if you would like to discuss alternate options.

   

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

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