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:

  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.

  I inquired about a car & originally spoke with Crystal early February. I told her that I was looking into a car but I would not be able to actually purchase until March 15. She told me the car I was looking at, I would need to put 2k down. I told her that unfortunately that wasn't something I could do. She said she understood & hung up. A few minutes later she called back & asked if it was possible for me to do 1.5k down. I said potentially, but again I would have to wait until I got paid. She said that was completely fine.The next day she calls me, asks if I can put $500 down now so they can take it off the lot & hold it. I said that I could, but again would not be able to put anymore money into it until I got paid. They sent me the paperwork in the mail. I filed everything out except the car insurance. My insurance agent said that if I was getting the car on the 15th, then I would need to wait until 7th. I called &spoke to ***** who told me ******* had a family ************** would be helping me moving forward. He told me to send all the other paperwork & that I could give him the insurance paperwork when he came to drop off the car. After this, ***** starts calling & texting me multiple times a day. He tells me that if I don't get insurance by Feb 27 the bank was going to cancel the offer for 1.5k. I tell him that I was very clear on the timeline that I would be able to pay. He then asks me to send him the quote for the insurance & offers to give me $100 when he drops off the car. I say that is not possible because I just dont have it. He then starts ghosting me. I ask about my money all weekend no reply. I sent the money ACH so my bank can't help. I spoke with ***** 3/4/25 & he took down my bank info. Still nothing by Friday, I call again & am now told by **** in accounting it will be sent as a check in the mail, arriving by 3/12. I file a police report that night. I called today & **** will not speak to me. I just want my $500 & I want others to be aware

• Initial Complaint

  Date:02/21/2025

  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.

  During the process of purchasing the truck, I noticed a clear oil puddle underneath the truck. I made mentioned of it to the sales person and asked if it was this vehicle (before actual purchase of said truck). Her comment was 'Don't worry, we'll take care of it if it is'. So I purchased the vehicle and a couple weeks later I noticed the leak again. So, we drove the vehicle/truck down to the valley and back on appointments. We then had a slight weather change, so I turned the ** on and it didn't work. Matter of fact, the ** compressor wouldn't kick on. So, seeing the clear oil under the compressor area was clearly ** compressor oil, this was a previous leak as I made note of it to the sales person before purchasing the vehicle. Now, they say that they do a 120 point inspection on every vehicle before selling. They either don't do this, or they do and are very incompetent, or they sold this vehicle to me knowing it had a bad ** compressor. When I called the salesman about it, he said I should of bought the extended warranty. This would be irrelevant since it was a previous problem that wasn't disclosed during the sale of the vehicle. Which again, I made mention of the leak previous of the sale. A very dishonest dealership with a very dishonest staff, especially the sales manager. Buyer Beware!!!

  

  Business Response

  Date: 02/22/2025

  Mr. ****, 

   

  We are sorry to hear you are having trouble with your vehicle purchased last month. We can assure you your vehicle underwent our safety inspection and reconditioning process and would be happy to provide that information to you at any time. Our team is here to serve you and although we cannot make any promises ahead of time, we would be happy to inspect your vehicle and address your concerns together. We hope you give us this opportunity because our goal is to serve you, the customer to our best ability. Especially, given the fact you purchased your vehicle from us. We can be reached here at ************ any time to discuss further. We look forward to hearing from you.
  
  Thank you,

  -The Steve Coury Ford Team
  
  

• Initial Complaint

  Date:08/09/2024

  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 had my ***** Colorado truck serviced at the Steve ******************* three separate times on the dates of 6/15, 6/29/ and 8/11 of 2023 to fix a specific problem that was never even fixed through them. My vehicle had a shudder that I would have liked them to fix. All of the work done on my vehicle by them should have been covered under warranty through the **** extended warranty that I purchased when I bought the truck. They did work on my vehicle, and they said I was good to go after paying my $100 deductible, which I paid. They told me that it was covered. 14 months later, I received three collection bills, a total of $3,516.99. Going through the previous paperwork, the warranty paid a little over $2000, and the other items that should have been covered by warranty were denied because they were submitted incorrectly. The dealership has yet to contact me to say that there was a problem with the warranty or send me a bill. Not a phone call, letter, email, nothing. I was not aware of the problem until the collections letters. I have a collections bill for something that has already been paid for. I would like this to be resolved through both the dealership and the collections agency, as well as the **** extended warranty.

  

  Business Response

  Date: 08/28/2024

  Unfortunately at this time we have an unpaid balance remaining for repairs completed on this customer's vehicle. We are happy to work with all parties here to get this balance rectified and encourage the customer to reach out to us at ************ to work together on. 

• 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.

  6 weeks ago I traded in my 2013 **** F150 truck for a 2015 **** F150. Right from the start I noticed something wrong with the ignition. The truck would stay on even after you took the key out. You had to push the cylinder in with your finger to completely turn everything off. The manager said that was normal. I had a guy come out and make me another key since I only received 1 key. He told me the truck had approximately 18 error codes on it. I took it to a third party shop to run the codes for me. I gave all of the codes to the Steve ***** Shop Manager. He claims they are all old codes (really)?. After 3 weeks of driving the vehicle, I had an incident in town. While waiting for the light to turn green, I stepped on the gas and the truck would not go. I kept stepping on the gas and truck finally started to go but then the gas pedal stuck to the floor and I couldn't get the vehicle to stop. I had to slam on the break and the truck ****** to a stop and the engine check light came on. I was only 4 miles from the dealer so I limped it back there. I was frightened to drive it. When I arrived a manager tried to tell me since I replaced the broken radio, that must be the issue. Then he told me to stick my fingers in the gas receptacle to reset my engine check light. He tried to send me home with this broken vehicle. At this point the vehicle wouldn't even start. So after 3 weeks of my vehicle being in their shop. They found the the steering column needed to be replaced. The back door wouldn't open and they finally fixed that. Now they say they can't figure out why why truck's gas pedal got stuck. I'm sure the truck threw codes after that happened. They reset the check engine light but have done nothing to resolve the issue except drive it. I'm terrified to drive the truck. I am legally retired disabled. I have been without transportation and I have missed multiple appts. I feel like they think I'm stupid. The truck needs to be fixed of all the issues. This truck is a LEMON!

  

  Business Response

  Date: 09/18/2023

  Hello,
  As ******************** stated she has owned and driven her truck as her daily driver for 3 weeks before bringing the vehicle to our service department. On the day she purchased her truck she test drove the vehicle and no issues were present. ******************** and her new truck have been seen driving around town often times with a trailer with no issues to our knowledge. The codes/old codes ******************** mentions are coming from third party outside sources as she stated and have not been duplicated during our time with her vehicle. As ******************** also stated, her vehicle has been worked on by these third parties before bringing her truck to our service department. Including a new key and programming and an aftermarket radio unit. While we have had the vehicle, we have fixed the steering column and her door out of goodwill and have been unable to duplicate the concern she had. We have spent hours with her truck trying to duplicate her concern including several test drives. ******************** and her truck have been a priority for us during the time we have had it. Although ******************** has used profanity and foul language towards our staff, we appreciate her for her business at our dealership. We encourage ******************** to come drive the vehicle with our shop ******* so we can alleviate her concerns and show we are here for her. 

  Customer Answer

  Date: 09/18/2023

  First of all, I did have an issue as I said the first day I had the truck with the ignition as I stated. As for work by a third party, I had a professional replace the none working stereo which was a plug and play unit who happened to be their own Salesman. Other than that I had a duplicate key made because they only gave me 1 key. Other than that No third Party worked on the vehicle at all!!! I had a friend at Payson Auto tell me what the codes were period so I could tell the Service manager. He said those codes weren't on the truck when they put it on the lot. Now he is saying their old codes. Which is it??? When I had the troddle problem a check engine light came on. They should of been able to check what codes made that happen. Instead, they reset the engine light only. I drove the truck for 3 weeks before the gas pedal got stuck. Who knows the next time it's going to happen. Oh and by the way, I never swore af anyone there. I just called their truck a piece of "shit".  That's is a big fat lie!!!  Also, they lied and said they couldn't find a new drive shaft so they ordered a used one. I have checked the internet and there are lots of new units for sale. They just did'nt want to spend any money fixing the truck. After your a customer and out the door they dont care about you and that is the truth. I looked on the internet and it says several things could cause this issue with the throttle. If they can't fix it or diagnose the problem then I want to take it to another mechanic to diagnose it and have Steve ***** fix the issues.  Also I complained about the key fob not working on the first day I purchased the vehicle. Manager says it's not equipped to work with the key fob. When I get my vehicle back I am going to have this issue checked out to see if they told me another lie. This is not acceptable!

  

  Business Response

  Date: 09/21/2023

  At this time, ************************ vehicle is ready for pickup and she is due in to go on a test drive with our service manager. We look forward to spending time with ******************** and alleviating her concerns and clarifying any areas of confusion. 

• Initial Complaint

  Date:08/30/2023

  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.

  My truck a 2012 **** f350 has been at dealership for 16 months for engine fire. They have lied to me all the time about parts. They have received ***** dollars from insurance company. They sent my wire harnesses to a company in valley and left them outside of business on a Saturday when they are not their. Needless to say they were stolen and lost. I cannot get any cooperation or resolution to these faults. Service continues to come up with lie after lie. I have had no help for transportation from them all this time. They have told me time and time again they have parts and then they don't

  

  Business Response

  Date: 09/07/2023

  Hello, as ************ mentioned his engine caught fire. The truck's wiring harnesses were damaged in the fire. Unfortunately, these harnesses are obsolete and no longer available. We have spent countless hours trying to find them in other dealer's' inventories and other avenues. We have even ordered ********** per **************** request out of our own pocket which ended up being not compatible with his vehicle and nonrefundable. Unfortunately, we have been unsuccessful repairing the burnt harnesses and they need to be replaced. At this time, we have found one of the correct harnesses and are working daily to find the other. **************** vehicle is one of our top priorities at this time and will remain so until his vehicle is repaired.