Complaints

This profile includes complaints for Caruso Ford's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Caruso Ford

  3500 Cherry Avenue Long Beach, CA 90807

• 

  Caruso Ford

  3600 Cherry Avenue Long Beach, CA 90807-4391

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:07/16/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  4-8-2024. Left my **** F-150 with a NEW (just installed) bed, bed liner, tailgate, bumper, etc. at CARUSO SERVICE for an AIR BAG test. They supposedly 'lost' my Keys, and told me they would replace the keys. SEVENTEEN (17) days later they tell me the truck is ready, but it's NOT. Someone at CARUSO drove my truck more than 22 miles on 4-8-24 and it was involved in a collision of some type. ****** reports the accident in THREE (3) different locations on their report, but they claim to not have additional information. REAR BUMPER was changed, the NEW truck bed has scratches on the onside & inside, tailgate is scratched and dented, bed liner is all scratched up, as well.Some gutless liar from SERVICE DEPARTMENT claims to have NO knowledge about anything, but (a) the rear bumper DID NOT change itself, (b) the truck DID NOT drive itself more than 22 miles, and (c) all the scratches to the NEW bed, tailgate, etc. did not just appear out of no-where.Waiting on report update from CARFAX, as no one at CARUSO SERVICE has the guts & honesty to really tell me what they did to my NEW equipment.

  Business Response

  Date: 07/22/2024

  We have reviewed this and determined there will be no adjustments. Thank you!

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21999814
  
  I am rejecting this response because:

  I just paid (only a FEW days prior) more than $14,000.00 for a NEW (a) Truck **** ************** ************** (d) ******* (e) ***** work on that **** Pickup and within DAYS of that work, the cowardly clueless clowns at CARUSO FORD damaged everything.  And now, they are too **** gutless to stand up like men and admit what idiots they truly are.
  

  THAT truck was NEVER used (not even ONCE) by me to move anything, because it did NOT have (aa) CHP Approval, (bb) DMV Approval , (cc) Title, (dd) Registration, (ee) License Plates, (ff) Insurance for other drivers, and (gg) I had to get 'ONE [1] day Trip Permits' from **. DMV to move the vehicle at any time.

  In addition, I live only EIGHT [8] blocks from CARUSO FORD, so the additional miles were put on the truck by CARUSO personnel.

   

  Ask the whining wimps at CARUSO to 'grow a set' and stop acting like lousy losers.  They KNOW what they did to that BRAND NEW truck bed, tail gate, and bumper.
  

  The CARFAX report CLEARLY shows an incident on 4-8-24 when the truck was IN THEIR POSSESSION.   So WHY are they lying and crawling around like gutter worms instead of just simply admitting they wrecked my truck while using it WITHOUT MY PERMISSION?  

  I have (aa) witnesses who saw the truck in perfect condition before it was taken to CARUSO FORD, (bb) PHOTOS of the just completed truck bed work only a few days before, (cc) PROOF from CARFAX that some type of accident happened while in the custody and control of CARUSO FORD, (dd) unexplained additional miles on the truck while in their control, and (ee) other witnesses, including CHP Inspection Officers, and independent third [3rd] individuals who can testify and verify the condition of that truck prior to it being dropped off at CARUSO FORD.

  Sadly, it seems that for DEALERSHIP owner ************ Caruso, his employee contingency consists of clowns, coward, crooks, and cynics.

   

  To the CARUSO PEOPLE:  You wrecked it.  You need to make it right.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/14/2024

  This alleged claim is being reviewed currently with Carfax/California Bureau of Automotive Repair. Status updates will be provided.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 21999814
  
  I am rejecting this response because (a) CARFAX reported an incident on said date but now need MORE TIME to review the issue (?)  and (b)  SOMEONE [either CARFAX person, 3rd party, and/or others] REPORTED the incident and there is full knowledge of that incident,  yet (c) ****** suddenly has NO KNOWLEDGE of said incident (?) and (d) ****** apparently seems more interested in 'boot licking' their major clients behind rather than in divulging the ***** about said incident.

  I'd rather deal with low life bottom feeding slime than in hearing what else CARFAX comes up with, because it should be intuitively obvious to the uneducated mind that they are still searching for something from someone who will somehow self justify their position as cowards.

  One has to assume the leaders at CARFAX are more interested in shielding the truth than in displaying their (******'s) ability to act in good faith and in performing in an open and fair dealing manner with the end user(s).

   

  Sad, but that's what happens when we have to deal with 'boot lickers' and 'butt kissers'.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/06/2024

  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.

  In February 2024 I received a letter for a recall by ****. Safety Recall Notice 23S64 / NHTSA Recall 23V905. The dealer doesnt have the part until summer so they told me not to take the car in. Then on March 30th, my car showed the signs that were in the letter and my car broke. I took it to ************* of Long Beach and had *** as a service manager. They told me it wasnt the recalled part and wanted me to pay over $1,000 to fix the car. I still needed to pay $250 for the service fee. I took it to another mechanic for another opinion and to repair what *** wanted to repair (vacuum pump). This didnt fix the car- I ended up at Caruso Ford. They did an evaluation and determined the issue was the recalled part. So the car had a recalled part, the part broke and caused severe damage to the car. Per **** you need a new engine. But **** will not pay for the damages caused by their recalled part or a loaner car since it has been over a month without a driveable vehicle and they want me to pay out of pocket for everything.

  Business Response

  Date: 05/20/2024

  Thank you for the correspondence. However, the complaint as stated by the customer is about a misdiagnosis by another dealership (************* of Long Beach). Further, the compliant is also citing ****************** not having a fix for a recall at present time (currently in advance notice) for the customers engine repair needs. The request for financial assistance has already been presented to ******************. However, the vehicles age and mileage fall outside of ******************'s guidelines for financial assistance. The options presented from Caruso Ford after all of the steps taken to seek help for the customer was that we had to wait until the recall became active. Conversely, the customer could pay out of pocket. 

  We are unable to do anything further for the customer unless they authorize repairs pursuant to ***************** of ********** Repairs guidelines to repair a customer's vehicle. As the customer states in the complaint, they would need to pay for this out of pocket. the customer has not authorized the repairs therefore we cannot move forward.  The back side of the letter does show that there is a reimbursement policy for the recall. However, the attachment is missing the backside of the letter with that language for that in the complaint. Only the front side of the letter is presented in the complaint.

   

  Thank you,

  Caruso Ford.

• Initial Complaint

  Date:03/27/2023

  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.

  On 03/07/23, I visited Caruso Ford and informed them that I had already secured financing for my vehicle from another lender. However, the dealership still used my personal information to make a credit check through ***** Fargo Auto without my consent or knowledge, and this has negatively impacted my credit score. I never gave permission for any credit inquiry to be performed by the dealership or ***** Fargo Auto, and, to my knowledge, it was never disclosed or discussed during the process. This is an act of predatory lending therefore it is fraudulent and unlawful. The unauthorized credit check has caused damage to my credit score and could potentially impact my ability to secure financing in the future. I am respectfully requesting that the unauthorized credit check be immediately removed from my credit report.

  Business Response

  Date: 03/27/2023

  I believe that most of the negotiating and presale discussions were made by ********************* and once everything was finalized ********************** visited the store to sign all the documents.

  We have a signed credit application on file authorizing us to run credit and submit a loan request to our lenders. The only reason why we would submit this is to secure the best possible loan terms for our customers.

   

   

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19859630
  
  I am rejecting this response because:
  

  It is their legal responsibility to ensure that all parties regardless of when they enter the discussion/process is informed of your actions. Again, ********************** entered the dealership with confirmed financing and at no point needed a better situation. Additionally, when his wife joined, there was NEVER a mention of running credit - all other documents were explained (title/DMV/etc.). 

  At no point were you looking out for the consumer, but rather seeking to make money yourself instead of actually listening and handling the needs as they were presented.

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

  Business Response

  Date: 03/28/2023

  We are very sorry to hear that you are rejecting our response.

  Regardless of pre-arranged financing, the dealership has credit applications executed and does pull credit on all transactions and may submit them to any lender we have available even if the guests lender is utilized.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19859630
  
  I am rejecting this response because:

  the dealership has an obligation to inform ALL parties that they are pulling credit - especially when it's totally unnecessary. this sort of behavior blurs the lines. the manager explained all of the documents for DMV, title, insurance with no issue and conveniently went silent in the signing of an unnecessary document that at least one party (me) was unaware and would have NEVER agreed to. that is how businesses take advantage of consumers. i now have a ding to my credit, a decline for financing that i did not want or need. 

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

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  December 14, 2022 vehicle dropped off for routine oil change, tire rotation, fluids top off and vehicle inspection. I was contacted that motor broke during services. Dealership recommend replacing motor.$2,000.00 deposit was paid with a total balance - not to exceed - $9,374.00 Vehicle still not repaired after 77 days with no completion date given.Ford ***************** states this particular repair is a (3) day job from start to finish. I was lied to from January 10th - February 10th week after week. First week truck was prepared for motor exchange, following week work was 80 percent complete, following week gaskets, following week hose mishap. On February 10th after arriving at dealership no work had been done other than front clip being removed from vehicle.I have text messages and emails verifying correspondence between myself and dealership.

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  To Whom It May ********* went to Caruso Ford September 12, 2022 about 230p because I noticed an alarming noise whenever I drove the freeway especially when I was on my way to work early in the ***** which appeared to be coming from the drivers side toward the rear of the car (I thought?). They informed me that the noise was caused by a few things that I would have to repair in order for the noise to dissipate such as 4 brand new tires, an electronic wheel aliment, install weights, install valve stem etc., which is going to cost me ********, What??? That seemed so beyond overwhelming, but I need my car and I have been doing business with them for years in all types of capacity so I said do what you need to do. It was becoming late, so they ordered me an Uber and I went home and will return tomorrow to pick up my car. I returned the next day and I paid the bill using 2 credit cards and off I went home. The next morning, on my way to work the noise is still there!! I couldn't believe it, but I waited to see the next day and again the noise is still there. I called, informing Caruso Ford. I said please do not tell me that you had me pay all that money unnecessarily!! They had me come in, which I did several days (back and forth!) but they never did hear the noise nor could they figure out what it was, Arrrggg! So I made a few recording of the noise, but they still couldn't figure what it was. On Monday 10/17/2022 the noise really worried me on my way home from work, so when I arrived home I checked under the car at the drivers door and saw that a plate was loose and I realize that, that was the noise the plate flapping in the wind from the speed, so I took a picture. When I arrive at Caruso Ford the next day for the Bushing for the Transmission recall, I told them that I knew what the noise was and I showed them. Voila, they affixed the pan and no more noise, but now they only want to give me a 60% refund on my money, which is so NOT acceptable to me!!