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:01/21/2025

  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.

  This case is being filed on behalf of a client. The client suffered from memory loss and possessed an expired license. The client Upon the signing of the new lease, this was not part of the oversight as required. The client had an accident, took the car to the dealership and was provided a new lease including placing the old insurance card from the damaged vehicle in the new vehicle and having it delivered home. The dealership was made aware of the cognitive deficits of the client during this time. They signed a new lease on a new car. The dealership would not allow the insurance company to look at the damaged car even after suggesting that it had 8,000 dollars in damage. The wrecked vehicle was sold to an out of state dealership without insurance looking at it. The new lease was repossessed due to lack of payment and the client was given a bill for 8000 dollars. The client did not have capacity to purchase the vehicle from this dealership continued with the sale of the vehicle to my client. Attempts to resolve were met with those responsible hanging up on the family member who was attempting to resolve it.

  Business Response

  Date: 01/28/2025

  Our customer is a repeat customer in both sales and service.  We do have a business relationship with this customer.  We did speak with the family of this customer (with the permission of the customer).  This customer presented their vehicle that had been in an accident.  At no time did we prevent insurance form looking at the vehicle – we have multiple insurance agencies on property every day, this is common business for us.  Our customer declined repairs to the vehicle and elected to lease a new vehicle.  We do not discriminate or turn away customers – all are treated equal.  There were no signs that this customer had cognitive issues.  It is not uncommon for individuals to renew their drivers license at/during/after a vehicle purchase.  This is the first we are learning that the leased vehicle was repossessed.  Unfortunately, there is no action that can be taken after a repossession.  The customer needed to make contact with the lienholder regarding inability to pay before the time of repossession.  The balance owed of 8000 dollars (as stated below) is a balance owed to the lienholder, not the dealership.  
  

• Initial Complaint

  Date:09/11/2024

  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 bought a used 2021 Ford F150 xlt on Memorial day 2024. The truck cost about $40,000. After a month my Carplay started acting funny but no big deal but about a little over a month later my LED running light went out. I asked if it cold be serviced and looked at since I just bought it but they said since its over 30 days they couldnt help since I didnt have the extended car warranty. Banks were closing early due to memorial day so to buy anything extra like extended car warranty, road hazard insurance, Gaap insurance, and Karr Security systems we couldnt get quotes for and I already hit my limit on my cards for daily spending. With my bank across the street i told them I could go and get cash but Joe Geck the finance manager said thats not needed and he would send me quotes when the banks are back. After the first week Joe has some personal issues and would get back with me but rarely ever did and then after bugging him until i get responses he says the finance option isnt an option anymore and then went quiet, so how was i suopposed to get my extended warranty... I reached out to my Sales rep Renee Valdez and he said he spoke with the recon manager and that there was nothign they could do. Now they want me to spend another $200 just for a diagnostic. After looking online this is a known issue with these trucks and could cost over $1200 to fix and during purchasing i was told that with this model there are no known issues and that even if something went wrong with the lighting or anything electrical they would help me out but apparently thats not a thing when something actually goes wrong. I am hoping they would honor what they told me at the time of purchase and resolve the issue, or would have kept in contact to get the coverage I would need and not just sell the truck and then pretty much say good luck.

  Business Response

  Date: 09/17/2024

  Our customer was offered all available products at the time of purchase and we had a max call from the bank which did not allow for the purchase of a vehicle service contract.  The customer was told he could purchase outside of the financing / pay cash or credit card but was unable to at that time.  There was a 30 day limited used warranty on the vehicle at time of purchase which was 5/25/24 - we are long out of the 30 day time period.  We have not seen the vehicle since the vehicle purchase and any issues would need to be diagnosed by the service department.  There is no limited used warranty (outside of the 30 days) and no vehicle service contract on the vehicle and this would be the responsibility of the customer.  Repairs needed are unknown at this time as the vehicle has not been diagnosed.

  Customer Answer

  Date: 09/18/2024

  truck had nails in rear right tire and was taken into ford service. Truck has been seen, see attached, and that’s where they wanted an additional $180 just to diagnose the issue and I asked about the warranty and they told me I didn’t have any which is correct outside 30 days and then mentioned I was never given the opportunity to pay in cash within those 30 days to buy extended warranty. Would not have had to finance it if they gave me two days until banks opened back up after Labor Day and would have brought cash. 

• Initial Complaint

  Date:06/12/2024

  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 purchased a certified pre-owned 2023 Ford Bronco Sport Heritage from Holmes Tuttle Ford on March 27, 2024. Although I paid them an additional $500 for the Karr Security BT 3-year protection plan, their paperwork showed the protection as being “Declined”. The car was advertised as having the Ford Blue Advantage Gold Certified protection, which both the sales rep and Finance Manager confirmed several times prior to the sale, but I was given absolutely no paperwork on it, something the Sales Manager at my local Ford dealership here in Albuquerque said that I definitely should have received. Multiple phone calls and e-mails to the sales rep (********* ****), the Finance Manager (**** *******), and ultimately the General Manager (*** *********), requesting that they correct these issues, were patently ignored.

  Business Response

  Date: 06/13/2024

  We are showing the Karr Security System as billed and active on our end.  We have reached out to Karr Security Systems this morning to confirm active on their end as well.  Karr Security Systems dispatch will be reaching out directly to the customer with next steps and to answer questions on the system.  Our customer did purchase the system and it is active per our records - we activated with Karr Security Systems and they billed us for the activation.  Attached is the paperwork signed by our customer for the Ford Blue Advantage program.

  Customer Answer

  Date: 06/13/2024

   I appreciate the documentation the dealer has provided for the Ford Blue Advantage Gold Certified coverage. However, I feel that the attached documentation of the Karr Security BT plan, which is simply a form showing it being "Active", is insufficient proof of purchase from a legal standpoint. As the Finance Manager promised that he would revise the Work Order after I changed my mind and indicated that I wanted to purchase the Karr Security BT plan, I would like to either receive legal documentation of the purchase or, at the very least, a revised Work Order showing the purchase price (without my signature on the waiver and without the "Deactivate Protection" box ticked).

• Initial Complaint

  Date:05/10/2024

  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 need my FORD serviced and have called, left messages, emailed, talked to “Jessica”, and cannot get an appointment. The service department is non existent. They are only interested in sales, no follow up at all. Once “Jessica” found out I wasn’t actually interested in purchasing a vehicle she was completely uninterested in getting me a service appointment.

  Business Response

  Date: 05/11/2024

  Our dealership has made multiple attempts to contact Ms. Barrett at the phone number and email address provided in this complaint but these attempts have been unsuccessful. We will continue to make efforts to contact Ms. Barrett and assist her with scheduling her requested service. Online scheduling can be found at ************************* ********** ** ***** ** **** ********* *** ** ** ** *** *** ** ** ** ** ************* 

  Customer Answer

  Date: 05/13/2024

  They made exactly three attempts to contact me in two days. I made at least 50 attempts, over many months, to schedule my maintenance with no response. In any case there is no way I would take my vehicle there now so that they can retaliate against me by further breaking things and coming up with fake charges. 

  Business Response

  Date: 05/15/2024

  We are certainly disappointed to hear that there is no way you would take your vehicle to our facility due to the issues you have had with scheduling. Our service team goes to great lengths to make scheduling as easy as possible. As outlined in our previous response; scheduling can be done by phone, email and online. In addition, I have sent an email to you regarding two open recalls for your vehicle that we can assist with through our Mobile Service Program. We would appreciate the opportunity to service your vehicle and apologize for the previous scheduling issues you experienced.

• Initial Complaint

  Date:10/17/2023

  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 September 09, 2023 , I purchased a 2023 Ford F150 from Holmes Tuttle Ford, and I must say, it was a pleasant surprise. While I thought I was getting a brand-new vehicle, I was actually sold a courtesy vehicle, and here's my complaint based on this experience. First and foremost, the sales person never mentioned and/or disclosed that the truck I purchased was used as a courtesy vehicle. Holmes Tuttle Ford never mentioned on their internet website that the truck I purchased was a courtesy vehicle. It was not until the Finance Manager mentioned the mileage being at 4000 as we were signing the purchase agreement. My mistake was we should have stopped the deal and walked out. But I was reassured the vehicle was considered new and well-maintained/inspected thoroughly. We went home and inspected it all around inside/out very carefully. The so called "New" truck, had several imperfections. The truck bed paint was really scratched along with the front passenger fender had several scratches on the paint. The tailgate bed rail showed wear and tear. We immediately contacted the sales person on Monday, September 11, 2023, when the dealership opened. I advised him we were on our way to talk about our concerns and try to terminate the purchase agreement. Upon, speaking to the Sales person and Finance manager and sharing my concerns, I was advised there was nothing they could do and it was miscommunication and offered no resolution other than washing the truck and filling up my gas tank. My resolution is they should address my concerns and potentially offer options to resolve the issue. I believe that I was misled and there was misrepresentation, as Selling a 2023 Ford F-150 as new when it was actually a courtesy vehicle may be considered deceptive or fraudulent. It's essential to ensure transparency and honesty in such transactions.

  Business Response

  Date: 10/23/2023

  The customer is correct in that she purchased a courtesy vehicle. The vehicle had a $5,000 discount listed on the windshield as well as a demo sticker. The customer test drove this vehicle with over 4,000 miles on it and as she stated was disclosed that is was a courtesy vehicle and had 4,082 miles on it before she signed and took delivery of this vehicle. Due to mileage and any wear the dealership discounted the vehicle accordingly. The vehicle is still considered new and carries the new car warranty. In fact the Manufacture extends the warranty 6 months and 6,000 miles as additional benefit to the customer. At any time the customer had the option to inspect and or decline to purchase the vehicle with mileage and wear. Should the customer have any warranty concern the dealership would be happy to address.

  Customer Answer

  Date: 10/23/2023

  I do not accept the response made due to the following reasons:  

  >Company states the vehicle I purchased had a $5000 discounted sticker on the windshield, this is not correct.  The windshield did not have any discounted prices or demo sticker.

  >The website of Holmes Tuttle Ford did have a Recent Price Drop of $5000.  

  > Company states I had the opportunity to thoroughly inspect the truck.  This in fact is not true, the sales person was in a hurry to take the vehicle back to get detailed prior to the service dept closing for the night.  Upon, them bringing the vehicle out it was already dark and the paint damage to the bed of the truck and fender was not noticeable.

  >Company states that at any time I had the opportunity to inspect and decline the purchase of the vehicle.  Well, in fact I returned upon the next business day of Holmes Tuttle Ford being open on Monday, September 11th after inspecting the vehicle at home on Sunday, September 10th and was advised their was nothing they could do. The only thing that was offered by the sales person was rewash the vehicle and fuel the vehicle at a later time within the month. The Finance Manager did attempt to negotiate a truck bedliner with the General Manager and it was declined.  

  Like I advised the sales person, had he been transparent and honest from the beginning, I would have never purchased the vehicle.  If you go to *** ***** ****, they clearly mark the courtesy vehicles with a window sticker and advise on their internet website.  

• Initial Complaint

  Date:08/16/2023

  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.

  Wanting to get the transmission control module fixed on the company extended warranty for my 2012 fiesta. Dealer is telling me to drop it off and they will get checking/working the issue sometime in around 2 weeks. They refuse a rental until it is checked leaving my wife without a vehicle to take out 2 young children to appointments. I am additionally concerned that they will not have the part and we will be without a vehicle for even longer. Very disappointed with this and the way information has been provided.

  Business Response

  Date: 08/18/2023

  Our service manager contacted the customer and was provided the vehicle information from the customer to verify if the vehicle had an extension of warranty coverage available.  The customer has been offered an appointment for a same-day diagnostic.  If the fault is due to a covered component, rental assistance from the manufacturer will be provided and the part will be ordered and installed.  

• Initial Complaint

  Date:07/11/2023

  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 purchased a 2013 Ford F-150 from Holmes Tuttle Ford. It has the maintenance for life. I scheduled a routine oil change. I dropped the vehicle and upon pick up was informed that there was a leak in the coolant line going into the turbo for the echo boost on just one side of the engine. I spoke with the Service Manager and expressed concern that I was leaving within the week to drive across AZ to CA for a conference. They stated that is was not a big deal and I should be fine. I chose to not drive, as it was in the high 90s during this time of year. I took an alternate vehicle. I was called while out of town to schedule the service. I complained to the call center representative about having to wait weeks in AZ for a coolant leak. I never received a return call from the dealership. Upon arriving, I drove to the dealership on the day it was scheduled, as no confirmation call was made. It was not on the books, nor was any appointment noted. The Assistant Service Manager allowed me to leave it. The estimate was to replace both lines, though one was tested as not leaking and the manifolds were probably going to be broken during repair. I paid $169 for the inspection. The estimate was just over $4000. I took the vehicle for a second opinion and was informed, there was no leak. It was discovered that the engine was covered in burnt on oil and anti-freeze, probably spilled during the last oil change. I have only taken it to this dealership for service. I paid just over $200 for the engine to be cleaned and tested at a different service company. When the engine was cleaned, it was tested and there was no leak. I have now called the Manager at the dealership and requested a refund of the inspection fee. I have not received a return call, even though I have left over 4 messages. I would like to have $169 returned, this was not a correct diagnostic estimate. I informed the dealership I would file a complaint if I did not get a response.

  Business Response

  Date: 07/11/2023

  We have contacted the customer and resolved the issues to their satisfaction. 

• Initial Complaint

  Date:06/19/2023

  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.

  Holmes Tuttle ford sold me maintenance for life service for which I paid $1000. Each time I need oil change I have to wait weeks or month to get in. I purchased my ford in 2017 and since 2018 I have the same issue each time around 5 times total. Each oil change is about $50. So far, I have used about $250 of maintenance plan. I want Ford Tuttle to refund me the rest if they cannot fulfill their obligation, so I can get oil changed elsewhere without long wait and inconvenience that Holmes Tuttle Ford puts me through each time. It is difficult to get thru, they do not answer calls, do not call back, no appointments available to schedule online. After calling 4 times today a rep told me I can get oil change soonest July 21 st at 9 am or 1 pm. If it doesnt work for me, I have to wait longer. I asked to speak with manager, but no luck.

  Business Response

  Date: 06/27/2023

  The customer was contacted and was given information on how to schedule a service appointment online. She was shown multiple dates/times were available for scheduling prior to July 21, including an appointment for the very next day. The customer chose the most convenient date for her which was July 11. She was also informed that she is able to utilize any of the 10 Jim Click / Holmes Tuttle service locations in Tucson to perform the Maintenance for Life Services. The customer was satisfied with the resolution and appreciated the follow-up. 

  Customer Answer

  Date: 06/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20207367, 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.
  
  Regards,
  
  Victoria Mitchell
  
   
  

• Initial Complaint

  Date:03/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see attached complaint to the business.

  Business Response

  Date: 04/05/2023

  The dealership contacted the customer and the vehicle was dropped off and repaired.  The customer was provided a loaner during the repair.  The dealership will continue to work with the customer to ensure they are satisfied with their vehicle. 

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 Ford maverick I purchased an alarm with it that was to be activated by a company coming out to my house when the company came out they put the alarm in but the alarm continued to go off because it’s a hybrid truck they’ve never done one I paid $690 to the dealership the company that came out to install the alarm removed it the very same day because it’s not compatible with the truck and the diagnostic system it runs throughout the day now I notified Rene he was the salesman he said he would notify Khaleb he is the finance manager , To have this issue taken care of well three months now I’ve asked for my money back I’m getting the run around Khaleb I’ve left four messages for has not returned one call I’ve spoken to the salesman Rene multiple times He has stated that Khaleb is working on it how long does it take to get something taken care of I purchased in June 2022. I notified them A week following the alarm that could not be installed requesting my money back I have the receipt I have information from the alarm company yet they can’t take care of one simple task I’ve been told multiple times that Khalid is trying to get a hold of the alarm company to verify I can verify within five minutes of calling the alarm company I would appreciate my money back $690 for an alarm I don’t own and is not active, it takes two minutes to talk to a representative at the alarm company and they will tell them that. yet three months now!! This is very tiresome trying to deal with a company that does Business in this fashion, July 12 what is the date I notified them we are now September 21

  Business Response

  Date: 09/22/2022

  We apologize for the inconvenience and delay in your KARR alarm refund.  A refund check has been requested today and will be mailed to you at the address on file.  Please feel free to contact me with any questions at 520-884-4109.  Thank you.