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:02/07/2025

  Type:Sales and Advertising 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.

  I have financed a vehicle from galpin ford (2021 **** escape) in which it has resulted in tranmission failure. the vehicle has been at the dealership ship multiple times for the same manufacturing issue. 09/2024 - 12/2024 and is still currently at the dealership. I have paid $1200 and have yet to pay $7500

  Business Response

  Date: 04/17/2025

  At Galpin, we deeply value our customers and are committed to delivering a positive experience for everyone we serve. In Ms. ****** case, we provided an explanation of the work recommended for her vehicle. However, no repairs were authorized by the customer at that time. We understand that Ms. ***** contacted ******************, who then stepped in to provide assistance. Should Ms. ***** require any further assistance from Galpin we are happy to discuss with her directly. 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 22910083
  
  I am rejecting this response because: Although repairs and suggestions were giving.  This was a problem that wasn't getting repaired and there was no guarantee that with the repairs the problem was going to get fixed,  as you can see with all the documents provided 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/31/2024

  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.

  This dealer welcomed me very aggressively and even offered me a meal to seal the deal. This dealer ran my credit twice to three times before putting any numbers into play. This ultimately dropped my credit lower than it should have been throughout the deal process which gave me a worse deal instead of better. Once I took the vehicle off the lot, the vehicle immediately started showing signs of issues electronically and with the transmission. Alone I started to report the issues, the dealership kept dodging me while I continuously called them regarding the vehicle having issues. They dragged this process for so long, months and months. It took continuous emails for them to pay my high priced purchase any attention. Once they gave me the attention, they made it impossible to have these issues taken cared of and told me they had no loaner vehicles while my vehicle was set to be repaired with such extensive wait time. After a few more emails, they all of the sudden had a loaner vehicle for me. All in all, after all this time that had passed (months), the car was found to be a LEMON. Now, I am returning the vehicle after such a long and exhausting experience with this dealership. I would recommend to look elsewhere. I feel this dealership treats people the way they do because this dealership is considered to be number one **** in the world. Unfair and unprofessional. Now, my credit is lower and I have wasted so much money on a dream vehicle that didnt work out. Super bummed and unhappy customer. Bad business in my opinion. I am taking my business elsewhere. Also, I put 5k down towards my purchase and my deal wasnt best.

  Business Response

  Date: 11/21/2024

  At Galpin, we greatly value our customers and always strive to ensure a positive experience with every interaction.

  Regarding Mr. ******** concerns about his credit inquiry, we can confirm that Galpin followed the appropriate procedures in obtaining his consent through a signed credit application. This authorization allowed us to run his credit through multiple financial institutions as part of the process. 

  We  understand that understanding credit inquiries can sometimes be confusing, and we're more than happy to provide Mr. ****** with a copy of the signed documentation for his records if he would like.
  

  At this time, based on our review, we believe there are no discrepancies or corrections needed on his credit report.
  

  Should Mr. ****** have any further questions or anything else we can assist with, we are happy to discuss with him directly. 

• Initial Complaint

  Date:10/22/2024

  Type:Billing 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.

  Feb. 11, 2024 GALPIN MOTORS IS IN DEFAULT. This is my formal complaint and this is the notice that I am coming to collect and correct the account for my principal, ******** *********. I am the agent on behalf of the principal (debtor). I am aware of the law, I am aware of the false misrepresentation and deception that has been going on in the ************************** and all these actors pretending to be a bank, a lender, and these corporations NEVER even gave any consideration and equal value to the contract/ application for notes that the Tax Exempt living individual gave in exchange for the products, services, and goods that I applied for. I Pledged my application in exchange for the goods and services that I applied for. I applied for an automobile that I have yet to receive. Galpin Motors (**********) have created an account in my name and they have yet to deliver the goods and services thus applied for. The Automobile was $******* + and the dealership is Holding my funds, proceeds, goods, and services that I am entitled to. I have not received my goods, interest, and products that are due to me. I have already given the authorization to access my Trust account, Treasury Direct Account (SS#) and they are not perfecting the security interest and contract. They are now in default. They are committing securities fraud, trust fraud, and violating my basic rights as a federally protected consumer. I know the law and I know that they are damaging and harming me and they are to release and deliver the automobile, proceeds check in the amount of ******* and I also order these criminals to apply and transfer the principal balance to the principal account as I elect to use my security interest to be applied to the account for setoff. They OWE me my rent for utilizing my account. I am the creator of all these funds out here as these corporations have NO MONEY. It is only Credits. FULL FAITH AND CREDIT. I HAVE A RIGHT TO REDRESS AND CORRECT THE ACCOUNT. TODAY.

• Initial Complaint

  Date:09/12/2024

  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.

  I bought this brand-new **** car on September 10th, 2024 I agree with a 10k down payment with 3.9apr 60 months payments When everything is done, and I pick up the car they prepared, we check the car and find the paint has some defects and miss paint. we require the repair before we pick the car home. The dealership says I have to pick up the car the same day we buy the car because that's the rule there, and they promise they will make an appointment for me to fix the car paint and make everything settled by tomorrow morning. now is the second day and the paint problem is getting worse and the dealership's sales and manager haven't replied or responded to me after I tried to contact them multiple times.

• Initial Complaint

  Date:09/10/2024

  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.

  To Whom It May Concern,I am writing to formally address ongoing issues with the vehicle I purchased from Galpin, which have not been adequately resolved. These defects raise serious concerns about the safety and reliability of the vehicle, as well as the adequacy of Galpin's service response.On the day I purchased the vehicle, I noticed that the seatbelt was not functioning properly, a discovery was made when a heavy brake to avoid an accident when the seatbelt failed to latch. This is a significant safety issue. It took weeks for the seatbelt to be replaced due to an unavailable part, during which time I was left without a fully functioning vehicle. This is unacceptable, especially considering the vehicle's substantial monthly payments of $1,300+.Additionally, I have reported an issue with the vehicle's power surges, which have been occurring since the first week after purchase. Despite numerous complaints and being told that this issue needed managerial approval, and despite receiving such approval, no appointment for repairs has been scheduled.Most recently, I scheduled a service appointment for today, September 10, 2024, at 9:30 AM, for an oil change, to address the ongoing power surges, and to fix a malfunctioning windshield water pump. However, I was informed that it will take several days to resolve these issues. Given that the vehicle remains at Galpin's property for service, I requested a loaner vehicle, which I believe is reasonable under the circumstances, particularly considering that the vehicle's defects are not due to my usage but to manufacturing or pre-existing ********* a customer paying a significant monthly amount for a vehicle that has proven defective from the start, I believe it is within my rights to request immediate resolution of these problems, including a loaner vehicle while repairs are being made. The delays and lack of communication from Galpin are not acceptable, and I expect swift action to address this situation.

• Initial Complaint

  Date:06/25/2024

  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 A 2020 **** Fusion Hybrid from Galpin ***** June 22 on the way home I could see the charging ports for the cell phone in the car were not working and I immediately notified Galpin regarding this the next day I got into the car to start the car the car would not start I got into my car last night June 24 to start the car to go home after working this is 10 oclock at night and the car would not start. So today June 25 I brought the car back to Galpin Ford and ask them what do they intend on doing if issues keep arising and they are giving me no answer

  Business Response

  Date: 07/02/2024

  On June 25th, this vehicle was brought to our service department due to a battery alert and a malfunctioning *** port. After diagnosis, our technician determined that the vehicle battery was not holding a charge and the *** port module was not communicating. We proceeded to replace the vehicle battery and installed a new *** port module. The vehicle was returned to the customer's residence later that evening, and there was no charge for these repairs.

  Customer Answer

  Date: 07/05/2024

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

• Initial Complaint

  Date:06/06/2024

  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.

  *************************** Service Technician, keep telling me every week they are ordering parts for my car that is obsolete. Galpin been having my car ever since 4-08-2024 and they still have it this is the third time I have taken my car in for this same problem. He tell me car will be ready next week every time then he tell me at the end of that week we still working on it. This guy keep lying to me I just want my car repaired and completed and return back to me in a timely manner.

  Business Response

  Date: 06/18/2024

  Weve looked into ******************** concerns in connection with the service of his vehicle. 
  
  Galpin values its customers tremendously and always strives to provide a positive experience. We take the matters **************** complained of seriously and have reached out to him to discuss and address his concerns.  Were pleased to report that Galpin resolved ******************** concerns to his satisfaction. 

• Initial Complaint

  Date:06/03/2024

  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.

  05/31/2024 I'm having an issue with my car It somehow says shut off the car when it already been shut off. They told me it needs to be checked to find out what the problem is. Then I was told I can't get an appointment to have this done until July 25th 2024. That's 2 months away... I cannot use my car as is so I have no solution. I have maintenance insurance though Galpin Ford ***********, and this is where I bought my **** C **** How could this happen... They don't care and NO call backs from the maintenance supervisor or personal at service department...

  Business Response

  Date: 06/17/2024

  We looked into **************** concerns regarding the service of his **** ******

  Galpin values its customers tremendously and always strives to provide a positive experience. ************ does have a premium maintenance plan, but unfortunately **************** vehicle is in need of a new battery and the battery is not covered under this plan. We can certainly accommodate having the customer come in to replace the battery at a time that is convenient for him, but the battery replacement will be at **************** expense. We are happy to discuss this matter further with ************ if he would like. 

   

• Initial Complaint

  Date:05/07/2024

  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.

  Hello, my car was towed to Galpin Ford on march 2nd in the morning due to a tire problem. The car was purchased from Galpin Ford brand new with extra warranty for tire protection and other protections. The service advisor contacted me stating that the warranty does not want to pay for the tire due to price and speciality of the tire. My issue is that they had changed the tire anyways but kept my car at the dealer service center from March 2nd till April 27th with I went to the dealer to ask questions about the car and another service rep was very helpful and he released the car. I have spoken to finance manager about the issue and still nothing was done. No calls, no emails and I don't think I should be paying over 900 dollars for my car to sit at a service center without any information coming back to me. I am so fed up this is not the first time this has happened and I don't want to keep the **** no more because of this issue. There has to be something that we can do to compensate my time and money . Please advise me on how to resolve this matter. I heard that the dealer can't keep your car for over a month and release it upon the car owners appeal. Im not to familiar about lemon laws but I would like to give them the car back and be refunded of my money and time. The service documents and purchase agreement can be emailed to you guys upon request. Thank you

  Business Response

  Date: 05/07/2024

  This is the wrong Galpin Ford we are in ******* they are complaining about the one in *********** 

  Business Response

  Date: 06/17/2024

  Weve looked into ************************** concerns. Galpin values its customers tremendously and always strives to provide a positive experience. We take the matters ********************** complained of seriously and have reached out to him to discuss and address his concerns.  Were pleased to report that Galpin resolved Mr. ********** concerns to his satisfaction. 

• Initial Complaint

  Date:04/11/2024

  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.

  Took my Range Rover into this dealership for a recall in June 2022. Once the recall was "fixed" on my car, I got my car back and my park assist and rearview camera did not work anymore. My screen said "contact dealership". When I took my car back to them, they told me that there was nothing they could so except run a diagnostic to look at the sensors and to try and find the problem but that alone would cost me over $700. That does not even include the fix. They told me that when they updated my system during the recall/service, it overwhelmed my system and that was that. I refuse to take my car back here unless they are willing to fix what they broke. I own the car....what if I want to resell it or to have for safety measures in general. I filed a compliant with LandRover ************* but they said there is nothing they can do right now since the dealership is an independent practice. They will do an internal review though. I just found out about the BBB and want to file. Thats why it's been over a year. And ive been calling Land Rover and have been getting the run around for awhile now. Me and my family have been leasing and buying for 2 decades now and this response and customer service is really upsetting.

  Business Response

  Date: 04/29/2024

  Galpin Motors prides itself in providing top notch customer service and on its adherence to applicable laws and safety standards. The customer brought her vehicle to our service department in July, 2022 we performed a service, and ordered parts both for the campaign on her vehicle and for the sway bar links. The vehicle came back 10 days later with a new concern.We performed a complimentary diagnosis and provided our findings, which the customer declined to address. We strive to make our customers happy to the extent we can,so we are happy to discuss this matter further with Ms. ************** if she would like.

  Customer Answer

  Date: 05/04/2024

   
  Complaint: 21558908
  
  I am rejecting this response because: I was told on the phone that it would cost me over $700 just to do a search diagnostic of exactly why my computer functions stopped working....to look at sensors and such would require taking the bumpers off etc. That was not to fix the problem that they created, just a way to make more money or scare me off.  I would have NEVER brought my car in if i knew it would mean never having my park assist or cameras work again (nor have I brought it back since).  I should not bring my car into a facility and it come back to me with more problems. I didn't have the time or money to fix what they broke. And im still really upset that im dealing with it today. They told me rebooting my system on the car overrode its functions...not my problem....this is the dealership/repair shop's issue. Fix it.  
  
  Sincerely,
  
  ************************

  Business Response

  Date: 06/17/2024

  We reviewed ************************ complaint regarding the service of her vehicle. The repairs we completed on her vehicle did not appear to be related to the additional concern she had after she took delivery. As a gesture of goodwill we offered the customer a complimentary diagnosis. We completed the diagnosis and presented our finding to ********************. The vehicle has 116k+ miles and no longer covered under warranty. The customer declined to proceed with the repairs. 

  Galpin values its customers tremendously and always strives to provide a positive experience. We are happy complete the repairs needed for ************************ vehicle, but the customer would be responsible for the cost of the repairs. 
  

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21558908
  
  I am rejecting this response because: I just don't understand that I brought my car into their shop for service and it came back "damaged" and not as functional as when I brought it to your company.  I will not be paying for damage that you caused to my car. I had backup cameras and **** assist working when I dropped it off and I received it back without those functions working anymore. I don't know why I would have to pay for that. If I knew that I wouldn't have those features anymore, I would have NEVER come to your facility. It's ridiculous that you didn't handle my car with care or concern. Fix what was broken when the car was in your possession. Simple as that. 
  
  Sincerely,
  
  ************************

  Business Response

  Date: 07/02/2024

  While we strive to ensure all our customers are satisfied, we have already provided all possible assistance to this customer, as previously mentioned. There is nothing further we can do.