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:03/12/2025

  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.

  On March 6, 2025 at approximately 7am, I took my **** **** **** to Serramonte Ford Service in for a required recall repair issued by Ford Motor Company (recall number *****). I told them Rep. ****** ****** the issue and also asked him to look at a door issue I was having as well as a tailight issue. I signed documents thinking it was routine but was never told there would be a fee without work. I left the dealership with an understanding that ****** would call when the service was done and information about the door and taillight. ****** called at approximately 11am stating that they ran a diagnostic (that I did not ask for) and my car needed new tie rods because they were rusted (the paperwork I got said there was a nut loose) and shocks and quoted everything at $5,700. I reached out to my mechanic where I just had an alignment and tires and they told me for the repairs they would charge $1,450. This information along with the issue that was brought up that I did not ask for made me nervous and I decided to pick up my vehicle. I showed up unannounced and told ****** I would be taking my vehicle. He said it would take 20 minutes and to wait. He said they did the recall work but nothing else. They charged me $540. for the diagnostic that I did not ask for. I paid because I felt strong armed and did not want them to harm my vehicle. When I got the vehicle back the radio kept increasing in volume on its own (never been an issue before). There is a noise now in the wheel well (never been an issue before). I am seeking my payment back ($540) as I did not ask for the diagnostic and I also want to warn others about their business practices. I left a ****** review (they sent me a text asking) and was replied to by ***** ***** (Service Director) on 3/7 with a phone number for help. I have called twice and left a message. ***** never responded. I filed a complaint with Ford #***********. Ford said they would not help and I need to go through Serramonte Ford for a refund.

  Business Response

  Date: 03/20/2025

  Mr.  K***** asked for diag to be performed on both his rear doors being hard to open and his rear taillight burning out his bulb every time he replaces the bulb. On each Line of the hard copy there is the diagnosis fee and **** signed the ro to have us perform the work. 

• 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.

  2012 **** focus transmission control module is under vehicle recall serramonte Ford has documented that the vehicle arrived with a bad *** and also a check engine light indicating that the *** was bad. I also have a snapshot of the *** check engine light code being present. They said the clutch was bad and that the *** would be replaced after the clutch was replaced . we decided to change the clutch elsewhere, now that the clutches replaced, the vehicle is still having issues from the transmission control module no check engine light code is present because it was reset after the clutch was replaced. It has been less than 100 miles since then the vehicle had the code reset and it is still stalling out. **** does not want to replace transmission control module because the code is no longer present, even though the code is no longer present that does not mean that the transmission control module was fixed , the code was manually erased after clutch service . I would like to transmission control module replaced as it is a recall.

  Business Response

  Date: 01/22/2025

  wed love to look into this for this client but are unable to find an associated Repair Order or VIN for this customer. We can not find any vehicle history based on Name or Phone number. 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22840516
  
  I am rejecting this response because:

  Vehicle : 2012 **** Focus

  Client Name : Franklin ************************** refer to receipts and picture for vehicle VIN
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 01/23/2025

  After looking into the *** history, we found that the *** was replaced back in October 2024 (see reference repair order ******).

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22840516
  
  I am rejecting this response because:

  if you look at both attachments, you will see that the *** was replaced October but the check engine code for a bad *** showed up two months later on the scanner. This vehicle made it inside your dealership with that check engine code for a bad *** then released the vehicle To me and told me that the *** would be reset and replaced after the clutch was replaced when the vehicle was brought back with a new clutch you stated that the *** does not need to be replaced, It makes no sense for you to replace the *** then get a check engine code for a bad *** two months later, and you deny me the replacement of a recall. Please look at both attachments so you can verify that the *** is bad. Please look at the date and times on both attachments so you can see that the *** code showed up two months after you replaced the ***. Its a recall therefore you need to replace the *** again. The vehicle keeps having issues, shifting it installs out, and sometimes it doesnt drive forward, only reverse.
  I also get consistent, overheating transmission signals on my dashboard. I have videos and pictures of every time it has happened and every time it happened was after the *** replacement.
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:12/02/2024

  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 negotiate a price on a **** Transit Connect, the dealership ran my credit, I provided my insurance and drivers license. As the salesman was writing up the contract he says oh someone else sold it. Classic bait and switch.

  Business Response

  Date: 12/06/2024

  The ** is actively looking for another vehicle for the customer. We are terribly sorry that the van she was interested in was sold. We have many salespeople and many customers, and sometimes, customers are interested in the same vehicle (especially if we dont offer many of the same specs). but we are actively looking for the same vehicle for the client and the ** is fully involved. 

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22627552
  
  I am rejecting this response because: I was in contract when the **** & SWITCH was pulled.  I had already written a check. This is very very BAD BUSINESS.  
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 12/11/2024

  Were sorry you had a bad experience and someone else purchased the vehicle you also wanted. Calling it a bait and switch is inaccurate, however, as we had nothing to switch you to. 

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used car from said business and they were aware of a couple issues including windshield wiper not touching windshield and hood pully not working, made appt to repair but before could get to spot the fuel system failed car had to be towed to dealership, which was 7 days from purchase. They fixed the wiper and repaired the fuel system. Both which should have been inspected and repaired before being sold, as they are safety issues. Gas smell can still be smelled inside the car. Recently the car had a total engine failure caused by a water pump breaking off caused by rust. Upon getting the car repaired there was rust lines and debris in places in places that could only be from being flooded, which was not on the Carfax provided by the dealership.

  Business Response

  Date: 12/06/2024

  The vehicle was purchased July 2023 ( almost 1.5 years ago). During purchase, we provide a complimentary CarFax as a courtesy to the customer. Any information enclosed in the report is provided directly from ******. We do not alter or add any information in the reports.. We addressed the issues she had immediately after the purchase, as she mentioned. We are sorry to hear shes having problems with the vehicle. 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22627419
  
  I am rejecting this response because:

  If the dealership had done a thorough safety inspection of the vehicle which is required to sell through a dealership they would have seen the safety issues such as windshield wiper and hood latch and also the very notable flood damage that the average car buyer would not have seen.causing the the complete coolant system to break at the rust causing the engine failure
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/04/2024

  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.

  The problem is that I purchased a 2024 ************** and have not received any of my contract that I signed. Also they did not fill out my paperwork correctly on my trade-in so when I filled for my money back from extended warranty company they denied me because they filled the paperwork out wrong. I have asked them repeatedly to correct this issue and send me all of my paperworked that I am owed and they refuse to do so. This is causing me to lose money over $5k plus I feel like they are taking advantage of me. Im not sure if this is illegal to have customers sign papers and refuse to give them the paperwork. They rush to get money from people but once they do they just ignore the customers when they need them to correct their mistakes.

  Business Response

  Date: 11/15/2024

  Finance Department has been in contact with this client, from my understanding. 

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22509082
  
  I am rejecting this response because:
  
  I have been trying to get these dam ppl to give me my paperwork and for them to do what they got paid to do. They have my email and address I still havent received all my paperwork nor have I received the correction that was needed to get my money back.  They cant cantact my lawyer because I have been discriminated against and I dont appreciate how I have been treated for the last 5 months.  look at the picture to see my text history he message me last night really late.  Send me my paperwork what do they need to talk about now.  I will also like to cancel my warranty with them as well which I also do not have my paperwork for.  
  

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/18/2024

  CALLED CUSTOMER AND SENT OVER PAPERWORK AGAIN 11/18/2024

  Customer Answer

  Date: 11/19/2024

  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.     Thank you ***** for helping with the situation.  
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/03/2024

  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 brought my vehicle in for service due to a very loud AC and lurching it can do at a stop light. When I picked up the vehicle, I found the rear bumper to be damaged, like it was backed into something. I notified Serramonte with photos, however they are refusing responsibility for the damage. Only offered a detail, which cannot fix damaged plastics and wont help. Not only does this make the first exterior damage my like new truck has, it hurts its resale value long term. I know 100% it occurred during the almost 3 weeks of service as I hand washed it before bringing it in, didnt want bugs to bake into the paint.

  Business Response

  Date: 10/04/2024

  We offered a courtesy detail and offered to pick up and deliver the vehicle to the customer. Customer claims the vehicle was damaged at Serramonte Ford. There is no evidence it was. Furthermore, we viewed the tapes of when customer picked up the vehicle on September 27, 2024. Videos show that the client did thorough walk around of his vehicle prior to leaving the dealership, and then left the dealership. He never mentioned any damage to the vehicle or the rear bumper. Hours later that evening, customer sends an email regarding his bumper. We explained that we will not take responsibility of this damage, but as good will, offered to take it to our detail department. 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22375662
  
  I am rejecting this response because:
  We are going in a circle over minor damage. Sad really. Cant properly inspect dirty bumpers. As I found it when I washed it properly at home, lot of grime and dirt from sitting for weeks.  Notified immediately when I noticed. Truck didnt go anywhere else, so only a single location it could have occurred, at Serramonte. 

  I do not believe we will receive a solution to this.  I wish for this to be closed. The dealer hasnt been pleasant to deal with at all (from ignoring me for weeks during active work (not a joke, weeks of no callbacks), to empty promises about repairs, to fraudulent documentation where what they told me vs what is written down in the repair docs is very very different).  
  

  I want to just leave them behind, Ill just sell the truck.  So close this ticket and Ill be done with them forever  

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/16/2024

  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.

  Dealership claimed that the retractable sunroof fabric cover that retracted into its housing because the spring loaded assembly failed, is "upholstery" and therefore not covered on the extended and complete warranties on this vehicle that I purchased from this dealer. The dealer wants 4500.00 to replace the assembly. There is no damage to the fabric, but to the mechanism that controls the covering.

  Business Response

  Date: 09/27/2024

  We tried getting the repair covered under MPP but it was not. The headlining roof that slides open and close loss tension it comes with the whole unit, we ran his ESP and it is excluded in the contract.
  INFORMATION
  *** **** *************** - SLIDING MOON ROOF -
  ELECTRIC
  PART NOT COVERED BY ANY ACTIVE CONTRACTS) OR PART COVERED BY NVLW

  Customer Answer

  Date: 10/01/2024

  
  October 1, 2024
  
  
  Better Business Bureau
  Complaint #********
  
  
  To Whom It May Concern:
  
  
  I am in receipt of your e-mail of 9/27.   I reject the response from Serramonte Ford.
  
  
  Ford has rejected responsibility for the repairs necessary to replace the operating system of a factory-installed sunroof shade assembly, activated electronically.  I was told that this was not covered in Ford’s top level warranty program, MPP Service Agreement, that we purchased at the time of sale, 8/09/23.  I was told, but never formally notified, that this was not covered in our warranty because it was either upholstery or headliner, as noted in their exclusion language.
  
  
  I was told, again only verbally by the service associates and management, that the shade assembly was spring loaded and unrepairable and that the entire assembly needed to be replaced, at a cost of $4,500.  They presented no evidence that the upholstery (the shade?) was damaged.  Was the “upholstery” torn?  Did the broken spring assembly tear the “upholstery”?“  DId I, the owner, damage the fabric?  If the mechanical assembly broke, why is it the owners problem?  
  
  
  ******** “Ford Escape 2020 Headliner presents a wide variety of items that are part of the 
  Headliner, predominately referring to the replacement of the shade itself, and a few referring to the assembly. I assume that Ford is suggesting that the sunshade is upholstery. I believe that Ford has taken the warranty language to the most extreme and that position is detrimental to to the buyer.  Headliner clearly refers to the shade itself as the reference, not the assembly. I understand that to make the repair the entire assembly needs to be replaced.  However, that cost in no way should be mine.  
  
  
  I believe that Ford should be required to make the repairs necessary, as well as refund the $271.00 that the Service Department charged me for their analysis of the required repair.
  
  
  Thank you for your  attention to this matter.  
  
  
  Respectfully,
  
  
  Barry N*******
  
  

• Initial Complaint

  Date:04/03/2024

  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.

  On July 2023, I took my Maverick pickup truck to Serramonte Ford to check a problem with the starting system that occurred. After one week Serramonte Ford told me, the problem had been resolved. An hour after driving the vehicle, the exact same problem occurred again, so I had to return to the dealership the same day to have it checked again. This situation of going back and forth to the dealership for the same problem continued for approximately 2 months, a period during which I was forced to rent a vehicle to be able to get around since **** never offered me a car. When my pickup truck was finally repaired, I requested a refund of what I spent on the rental of the vehicle for a total of $2676.29. After almost seven months of patient waiting, on Monday, April 1 2024, I received a check for $1160.00 and when I asked about the rest of the money, the only answer I received was that was the amount **** had authorized.

  Business Response

  Date: 04/08/2024

  Customer was waiting on rental reimbursement, management filed for check request and processed check for the amount of $1160.00 last Monday the 1st of April. Should have been handled and resolved. Customer should receive check 5-7 days after processing, unless customer picked up the check. 

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21526892
  
  I am rejecting this response because: Yes, I actually received a check on April 1 of this year for $1,160, but the total amount that I spent for the rental of the vehicle that I had to rent while my car was in Serramonte Ford is $2,676.29, according to the invoices that I have sent ***** times, so I am requesting that the difference be paid to me in the amount of $1516.29.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/15/2024

  In summary, the client rented a vehicle on their own and went through a third party rental company. ****** protocol is that they cover rates at $40.00 / day. **** reimbursed the amount that they would reimburse for every customer based on their protocol/requirements. The difference is to be paid by the client. Every extended coverage plan or insurance plan has its requirements pertaining to rentals, and **** covers $40.00 a day. The client rented a vehicle outside our dealership, and we still did our best to get reimbursement by advocating for the customer, but the limit was $40.00 / day. We have attached a copy of the rental reimbursement authorization received from ****. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21526892
  
  I am rejecting this response because:
  It seems to me that what is demonstrated in this case is the lack of knowledge on the part of the technical part of **** Serramonte to find the problem that the vehicle had since my car was in the repair shop for 60 days, it was a car with 9 months of use and covered by all the guarantees that I acquired, trusting in the **** brand, the same trust that I unfortunately lost when seeing the little interest that both the **** company and **** Serramonte showed in solving the problem. And then the lack of knowledge of the protocols of the **** company that the commercial part of **** Serramonte has, since I was never offered a courtesy vehicle to get around or I was told where I could rent a vehicle, or is it that **** Serramonte expected that Will I be left without a vehicle for two months? and now it turns out that six months later I receive less than half of what I spent due to the incompetence of the dealership staff and I still have to thank for that? I am not asking you for alms, I am demanding what is fair, but from what I see there is no will on your part to solve this, what a shame
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/31/2024

  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.

  On 12/20/23 I was charged $324.80 by ******************** for an oil change because they said my warranty was expired. I called the company **** and they said my warranty does not expire for 2 more years. On 1/22/24 I dropped my car off because the check engine light went on. They kept my car for 8 days without working on it. I pulled the vehicle out of the shop because they did not return my calls for 5 days with updates and hadnt even began working on it. The supervisor never called me back. The service operator *** was extremely rude on the phone and said the only person I could speak with was *****. ***** ignored my calls. I paid $260.00 for no service on my car. No information on rental cars were provided.

  Business Response

  Date: 02/03/2024

  Attached are two files. The first file shows the oasis for the customer which indicates that their extended warranty and maintenance plan does not have any remaining balance for services. The only remaining balance is coverage for where items. Thats why we had to charge the customer for the oil change in December. 
  
   regarding the diagnosis, we did in fact, perform a diagnosis and have technician time on this vehicle. However, the customer chose to pull the vehicle prior to any warranty repairs being performed. It could've been very simple that the tech could fix upon diag but this check eng light requires a tear down of which we don't know until we diag then it goes inline to get torn down to failure so we can start the warranty repair process but again we don't know that until we diagnose which we did in a timely manner.. The advisor kept track of every attempt to contact the clients as you can see in the second attachment. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21229982
  
  I am rejecting this response because:

   The serramonte ford service advisor stated that my car would be ready Monday 1/29 or Tuesday 1/30. If it was such a simple fix then why was I told 8 days later on 1/30 (after not being called, I had to call) that my car wouldnt be ready until 2/1 or 2/2. At that point I was being told the same thing as the first day, which was he needs to take pictures of the motor. After 8 days there still had been no pictures of the motor sent to ****.
  
  After contacting ***** I was told that it should not take 8 days to verify a warranty, check to see if it covers a rental car, and to begin taking photos of the motor. 
  
  As seen in the phone log, the service technician only contacted me three times one day from a (510) area code after 5 days without contacting me.  The decision to pull my car out was made after 8 days of zero progress. I have tracking on my car and my car was not touched or moved for 8 days. 
  
  
  All the numbers pictured are different phone numbers for serramonte ford. 
  
  
  When I pulled my car out, I was told my vehicle would be  ready for pickup some time later. About 8 hours later, I had to call myself to ask if it was ready. I was not notified.
  
  
  When I received my car back a light was already on that said key battery low replace soon that wasnt on before. 
  
  
   I took my car to another **** and they confirmed what the issue was and that my car would be covered by the warranty the same day that I brought it in.
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/09/2023

  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.

  On 11/2/23 this dealership offered us a 2023 Mach-e at $40,000 firm. On 11/3/23 they were trying to secure transportation costs and warranty costs. On 11/4/23, we informed a sales manager, a salesman, and the internet manager that we accepted their offer and asked what we should do next. We were told to send in images of our licenses, proof of insurance, and complete a **** Credit application (even though we were cash buyers). We provided everything asked of us. The internet sales manager said they would overnight a contract and we should overnight a cashier's check in return. We told the internet sales manager to not include transportation or a warranty at this point, just everything else. Though the salesperson and another manager were on duty on Sunday, 11/5/23, no representative continued with the process. The salesman called at the end of their business day telling me someone was in the dealership wanting to buy our car. I asked to speak to the sales manager (who was the fleet sales manager) on duty. After waiting on hold, I was told he would not speak with me. I rang him directly telling him to call me right away. He did not call. The salesman said the fleet sales manager told him "first come, first serve." I replied we were first come and have completed and submitted everything the dealership requested. We contacted the internet sales manager on his cell phone who called the manager on duty. We emailed the General Manager asking him to please intervene before it was too late. The General Manager called Monday morning 11/6/23 after the car sold Sunday night.

  Business Response

  Date: 11/22/2023

  Unfortunately all of our used vehicles are available subject to prior sale. While this customer and ** did agree to a certain price for the vehicle in question, no deposit was taken and no contract was signed.  In the meantime another customer came in and purchased that vehicle. We did reach out to this customer the next day and offered to do our best to find a similar vehicle at a similar price (always difficult when dealing with an inherently unique used vehicle), but the customer was not receptive to that offer. We regret that this customer had a poor experience here but as we sometimes tell people "the vehicle you're looking at today and thinking about tonight is the same one someone else looked at yesterday and thought about last night." You never know when someone may come in and purchase it.