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:03/13/2025

  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 Vehicle in Sept 12, 2024. Certified 2018 Infiniti Q60. Was told the vehicle was stock and all original, clean title ect. Also purchased an extended warranty from the dealership. Fast forward to now, went to get my first service/oil change at a ****** dealer. Check engine light was on , assuming due to needing service. Come to find out from them the vehicle had a modified air filter system and boxes from previous owner which was why the check engine light was on. In order fix, our warranty would not cover the repair due to modification so it would be $1,400. It was not disclosed to us at Stivers **** the vehicle had been modified which should have been detected during the multi point inspection supposedly done prior to the being offered for sell. I would not have purchased the vehicle if so nor an extended warranty that is voided for this repair. Ive talked to all members of manger rank at Stivers **** and no one is willing to help and will not own up to their mistake. Now for me to get the vehicle back to normal, Im out $1,400 for now for something that could have been prevented by the dealership. As stated I would not have bought the vehicle if I had known about the modification. Someone there made a mistake during inspection by missing the modification.. but its my the (customers) problem .. ****. This is not right.

  Business Response

  Date: 04/03/2025

  This was brought to our attention many months after the purchase of the pre-owned vehicle and communicated that this would not be our responsibility due to the following. All pre-owned vehicles conditions may vary and many of the vehicles we sell may have been modified by previous customers. While we inspect all pre-owned vehicles are safe and functional, modifications unrelated to safety concerns are not something we replace or address. To guarantee any or all pre-owned vehicles are all stock and in original factory spec is not something that we would do and is why all of our used vehicles are sold as-is, which means they do not come with a dealer warranty. This is standard practice for pre-owned vehicles, as their condition may vary. 

• Initial Complaint

  Date:01/31/2024

  Type:Customer Service 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 January 19th 2023 I entered Stivers Ford of Birmingham, AL to purchase a 2012 **** Taurus. My sales person was ******** and after a walk around and test drive of the car we began negotiating the price. We were able to settle on the purchase price of $10,000. I asked ******** if the car has any warranty and she informed me that I have 14 days or **** miles to bring the car back. While signing paperwork for the vehicle she informed me not to worry about the "As is" portion because of the 14 day **** mile warranty. On January 23rd I contacted ******** and told her that the car is leaking transmission fluid and asked if it would be fixed. She informed me that the car was purchased as is and would not be fixed. I reminded her about the warranty that she informed me of the day of the sale and she told me that she misinformed me and that the car was not covered under that warranty. I asked to speak with her manager and he informed of the same thing. I expressed that I felt like I was tricked and mislead I to buy the car having being told that that there was a warranty only to find out after taking my money that there wasn't one. In addition I have a recorded conversation between myself and ******** detailing the transaction.

  Business Response

  Date: 02/13/2024

  After review of the deal, it shows that everything was disclosed and agreed upon by all parties that the vehicle was sold as-is no warranty. The vehicle can be fixed but will not be covered under warranty due to age and mileage. We are sure to have all forms signed explaining as-is on every used vehicle that has been sold without a warranty. Please let me know if any additional information is needed. 

• Initial Complaint

  Date:01/29/2024

  Type:Customer Service 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.

  DATE OF TRANSACTION: PURCHASED TRUCK ON AUG 27, 2023 PAYMENT: @$80,000 NATURE OF DISPUTE: LEMON LAW. I SUBMITTED LEMON LAW APPLICATION FOR TRUCK NEEDING OVER 3 MONTH OF TIME IN SERVICE DEPARTMENT WITH ***** **** REFUSED TO SAY WHY LEMON LAW APPLICATION WAS DENIED. THE DEALERSHIP DID NOT RESPOND TO **** CORPORATE IN TIMELY MANNER SO **** CORPORATE CONTINUED TO HAVE TO START CLOCK OVER AGAIN MEANING IT WENT OVER THE 12 MONTH **** WITH CORPORATE.

  Business Response

  Date: 02/11/2024

  The determination of whether a vehicle qualifies as a lemon is ultimately up to the manufacturer. **** customer service *************) should be able to answer any questions regarding the status of lemon law with the case number they would have supplied when opening the case. We are committed to assisting throughout this process. If needed, I will be more than happy to call if **** is refusing to say why the application was denied. If so, I will share my findings on why the manufacturer is declining. 

• Initial Complaint

  Date:10/27/2023

  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 sent my car to get a new motor put in.thay called said I don't need a motor.just pay ******* dollars and I'll be good to go.now that say I need a motor.and it will cost me another ********* dollars.and it's been 2months of not taking my calls,and not calling me back.

  Business Response

  Date: 11/09/2023

  On August 10th ***************************** had his vehicle towed in for an issue of running hot and shuts off while driving.
  
  We spoke with the customer regarding the vehicle and went over what another shop had done, and he was wanting to go through insurance to have the vehicle repaired. We then got a claim number from ******************* which was 01-52z9-85N from Allstate and explained that we would diagnosis the problem let him know then go to the insurance company to see what they would cover.
  
  After we diagnosed the vehicle needing a water pump due to it leaking which would cause the overheating issue, with the water pump being internal we quoted to have the timing components replaced as well. After back and forth with the insurance company, we spoke with ******************** and his son regarding the vehicle, and they wanted to still peruse the insurance claim and press them to cover the vehicles repairs.In the meantime, we did advise the customer of other maintenance needs the vehicle needed if they chose to fix the vehicle. ******************** approved the repairs and maintenance in person in leu of having the repairs covered by insurance.
  
  We still persistently pursued the insurance angle for the customer even though they already declined it. ******************** was notified that the insurance company declined the claim and at the time we still hadnt started on the vehicle due to not having all parts and wanted to make sure that he wanted to have the repairs made. We went over all the data again and he still wanted to do the work. Never mentioned that he wanted an engine or asked if we would recommend an engine. There were no signs after we opened the vehicle up of any scoring or sludge build up on the timing components to indicate an engine was needed.
  
  We completed the work and had the ********* picked up the vehicle on 8/29. They drove from here to according to them ************ which is 25 miles or more away and the vehicle started smoking. They drove it back in on 8/30 after putting 161 miles on it from when they dropped it off originally.We diagnosed the vehicle as having a possible head issue which we could not verify before any work was completed.
  
  We sat with Mr. and ********************* in my office and went over their possibilities for a new engine or for us to tear down the engine to get to the root cause and repair it. We did advise them if they went the route of replacing the engine, it was obsolete from **** and would have to get a used engine or aftermarket engine. After we all spoke, they agreed to have a used engine put in and I would just charge them the price of the engine with no labor. We also had the conversation with them that when we discussed the engine there were only a few available in the country and unfortunately, we didnt have a lot of time to decide on what they wanted to do.  I wrote on the back of my business card the amount that they had to pay which again was only parts,and expressed to them both that they had my cell phone number and could call me with any questions or issues. I received a message to call ******************** a few days after the conversation and he told me that LKQ had an engine with a lifetime warranty, and he gave me a price. I told him that if he wanted it at that price which was cheaper than what I could get it for, ******************** then said ok let me see what my wife wants to do. About a week goes by and he calls back and asked us to get it, I advised him that it wouldnt be for the same price, and they didnt offer a lifetime warranty and he said ok go ahead and get it. Due to the time that has passed the engine was no longer available from LKQ and We advised ******************** of that, and we were trying to find another engine. After 3 days of looking, we found the engine ordered the engine and it is currently being shipped to the dealer. We advised the ********* of what we had found that the price was the same and had the same 2-year warranty. ******************* was ok with that, and he is aware that it is not in yet.  

• Initial Complaint

  Date:10/03/2023

  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.

  September 26 I purchased a vehicle and drove it off the lot. 143 miles into my drive home the transmission went out on the highway. I called the dealership and they told me to take it to the closest ***** dealership. I was left with no car and no way to get around. I had to get my father to drive 7 hours to pick me up because the dealership wouldnt give me a rental because of my age. We are a week into this issue with no resolve the dealership is trying to get my extended warranty to cover the transmission as I have no vehicle to drive.

  Business Response

  Date: 10/16/2023

  Customer and Sales manager has been communicating in regards to the repair of the purchased vehicle. It is at the ***** dealership and has been communicated with the customer that if the warranty does not cover the repair, that we would take care of it for them. The customer is aware of this and we are working with the ***** dealership and warranty company to get resolution as fast as possible.

• Initial Complaint

  Date:08/18/2023

  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.

  Took my 2012 **** focus to Stivers **** In May 2023 To have my clutches replaced, After getting my car there and diagnosed I was told by my service advisor **************** would need a Entire Clutch assembly and nothing else was mentioned about any other repairs being needed and was quoted $3072 for the job of the clutch assembly, So A week passes by and ******************** me and tells me the Repair was complete and now I need a water pump on my car. and was told my bill for the clutch assembly now is $3700 because the the $500 increase was the Taxes she forgot to mention!!!! Okay so after having a complaint and speaking with other people she charged me the $3072 which I agreed on!! Now After getting my Car out of the shop on June 8,2023 I hear a strange noise coming from my car and after two-three days of driving my car it sounded like the transmission was literally loose just moving freely under my hood, Literally banging everytime I tried to drive So I had a second mechanic look at it to see whats going on, Only to be told my Transmission mount didnt have the ***** in it!!!! Okay So after having to come behind them and fix their first mistake August 3 2023 Comes around and Im driving my car getting off the freeway and my ******************** Now indicator comes on and When I try to give my car some gas Im not getting any RPM and after it catches the rpm it sounded like Metal on metal just rubbing under the my hood So I took it Two shops to get it diagnose and see what wrong only to be told it was code P286F and p2872 and that my clutches was No good! After paying $3000 for a brand new entire clutch assembly! So I take it to **** only for them to tell me the dont have any loaner cars for me to drive and it didnt matter that they did patch work I would still have to wait in line for them to finish other cars there first! So as of August 17,2022 My car will be there going on two weeks with my having to constantly reach out for a update

  Business Response

  Date: 08/28/2023

  We have been low on Loaner vehicles recently due to high demand but we have reached out and put ******************* in a loaner car as of now. After diagnosis, looks like the Lever and actuator assemblies are what's causing the codes and is being addressed at this time. We have explained that this repair to include the transmission will not cost ******************* anything. Apologies for the inconvenience this has caused.

• Initial Complaint

  Date:02/27/2023

  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.

  Stivers provided us an estimate with $0 cash paid. They were obligated to install parts our insurance would approve. Instead of doing that, they installed used parts the insurance won't approve and have tried to force us to pay $7000 to get our vehicle back. I am a disabled veteran and losing the family vehicles has impacted my health in a negative way.

• Initial Complaint

  Date:02/07/2023

  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.

  Date of transaction: maintenance started 02-06-2023; no billing yet Money paid: no money has been paid yet, though an estimate of costs to repair was given of around $3300 Quote from service provider: "Found a leak from the thermostat housing. To replace that parts and labor would be around $708.37.Found leaks from the valve cover gasket. To replace that parts and labor would be around $1460.60."Issue: An estimate was given of around $3300 for repairs on my 2006 **** Focus 4D hatchback SE and repairs began around 10:35am 02-06-2023. After researching the market value of repairs and discovering the estimate was far above average, I called around 1:08pm and inquired where the costs were coming from. ************************* advised $200 an hour of labor was being charged. I requested the maintenance to be stopped. ** checked with the mechanic and let me know he'd email me back. I received an email response stating that "So there actually is no way now of turning back unfortunately. I will help you on the pricing, however." As an owner of the vehicle being repaired, it is unethical to deny the return of property to the owner and force continued maintenance on the vehicle. I am now forced into a situation where I must pay an estimated $200 an hour of labor for an estimated 10 hours for repairs that, per online research take around an hour to repair each of the two disputed repairs. I used the service provider's online chat function available on their website to inquire how the price per hour is determined. I was told I would be contacted by someone in the service department and have not received a response. The details of the online chat are attached to the complaint as a PDF among other support documents which include the email exchanges between ** and I.Unanswered questions from service provider: How is the price per hour determined? Who determines the pricing policy?

  Business Response

  Date: 02/10/2023

  Our service manager has talked to the customer and has gone through everything. Customer has picked up the vehicle and all is handled currently. The quote that was given was based off **** warranty time multiplied by 1.5 which comes out to 12 hours just for the valve cover gasket and the thermostat. The work was approved by customer. After approval we started working on the vehicle. After starting work on the vehicle, there were questions on the price and the cost vs market value. We explained to the customer that we use **** components for the specific vehicle. We also sent pictures of the progress of the repair. We did tell the customer that we will be glad to help where we could if there was a problem with the price. 

• Initial Complaint

  Date:01/23/2023

  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.

  12/10/2022. purchased a 2016 F150 platinum ($37,000). Really displeased with the overall treatment of buying a truck. Felt very rushed, not one person said the same thing as the next. Sales guy rushed us through. Finance guy rushed us through. I was on the phone with my insurance company and the finance guy never let up, basically leaving my wife to try and fill me in on what he said. And then was lied to about the payment arrangement that I was set up with. Then the truck had a chip in the windshield. Noticed it the day after I drove it home, called and was told the truck didn't have it when it left the lot. Made an apointment with a glass company and they said it had already been repaired once, that the windshield will need replaced. Called the dealership and never got a return call. They deny this chip being there, even with a glass company saying what was listed above.

  Business Response

  Date: 01/24/2023

  ****, very sorry that you have had to go through this to get resolution. If the windshield needs to be replaced, I will take care of it in good will gesture. If it has attempted to be repaired in the past I believe you that it was there before you purchased it. Send me a copy of the quote for replacement of the windshield to my email address ************************************************** along with your physical address to send payment for the replacement. Sorry for the inconvenience. 

  Customer Answer

  Date: 01/30/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/20/2022

  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.

  My husband and I purchased a certified used Chevrolet Tahoe from Stivers Ford on February 4, 2022. Within three weeks the car started to break down while driving on the interstate. We had it towed to a close by dealership and were told that we needed new shocks and struts totaling to over $4,000. We were inside our warranty from the dealership that came with the purchase of the vehicle being certified. Ford protect refused multiple times to pay the cost and I was told by “*****”, the finance guy, that it was our fault and we ruined them within two weeks of having it, that they would not do anything about it. We reached out to stivers multiple times seeking the resolution of the issues. We were told the car was not deemed safe to drive and the mechanic from the shop we had it towed to said he would not let his daughter drive it without replacing the parts. After weeks of begging stivers to fix their wrongdoing they finally agree to fixing it. They have had our vehicle for 7 weeks as of today. We dropped it off 4/30/2022 around 8am. We call multiple times a week asking for an update and each time get the runaround while none of it makes sense. Every time we speak, ** in service department says “it’ll be done by middle of next week”. I drove by the dealership tonight and it is located in a parking lot across the intersection furthest away from the building. At this point, I would like to get a refund or turn the vehicle into a lemon. I want my money back or a car that I know has been inspected by a real professional and someone who will not screw me, my husband and two small boys over, a car that I know if safe to transport my children in.

  Business Response

  Date: 07/01/2022

  When vehicle was sold, the shocks and struts were functional and in good standing. It is unfortunate and unexpected that they went out after the purchase. Even though it was not our wrongdoing that ford protect warranty would not cover the repair or the shocks/struts went bad, we agreed to repair and pay for the shocks and struts to be replace (at our expense). At this point the vehicle has been repaired and has been picked up by the customer.