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:02/25/2025

  Type:Sales and Advertising 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.

  Vehicle was advertised at $40,070. Paperwork shows sale price at $41,765, which is a $1,695 discrepancy. Upon calling the dealership, ******* (original salesman) indicates that I purchased a "Pikes Peak Package" but couldn't explain what it was or why it was not itemized on the paperwork. He promised a call back later that day from ****, the sales manager. I left 1 voicemail and 1 email for **** with no return call or email. I expect the dealership to explain what the "Pikes Peak Package" is and what it includes. I also need revised sales paperwork showing this information so that the sale is properly documented. If they cannot provide this, I will seek out a claim in small claims court. I can provide call ********************** if needed.

  Business Response

  Date: 02/27/2025

  Mr. ****** purchased a 2025 **** Maverick on 2/17/2025 with an **** of $40,470. The actual purchase price of the vehicle was $41,765, which included a $1,295 addendum for our new car Pikes Peak Package. This package, which is included on all new vehicles, consists of a pulsating third brake light valued at $599, nitrogen-filled tires valued at $71, and door guards (covering the outer perimeter of the doors and handle finger cups) valued at $625, for a total of $1,295.
  An addendum sticker is placed on the vehicle near the **** sticker, and our salesperson, ******* *., explained the package to Mr. ****** during the sales process. The products are included in the purchase price, as reflected on the proposal that Mr. ****** signed before proceeding to the finance office to finalize the purchase. There is no additional paperwork for the Pikes Peak Package beyond the window sticker addendum, which should be located in the glove box of Mr. ******* vehicle.
  After Mr. ****** reached out to the dealership on 2/21/2025 regarding a pricing discrepancy, ******* contacted him to review the details of the Pikes Peak Package. We sincerely apologize for any misunderstanding and appreciate the opportunity to clarify. Our goal is always to be transparent with our pricing, and we value Mr. ******* business.

  Customer Answer

  Date: 02/27/2025

  **** reached out today and explained the additional expenses. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06 Nov 2024. I took my vehicle in for an oil change and check for lack of power. After the service I called ****** to tell her my horn worked before I took it there and she pretty much said it's not there problem.12 February 2025 I took my car in for an oil change and to look at the horn. Alax told me it would cost over $600.00 to replace the horns. No!When the ****** brought me my car, I noticed that the backup lights are not working. They worked before and I noticed they worked when I backed out of my driveway. I've heard that dealerships are known for fixing one thing and braking other things on customer vehicles to get them back into the dealership for fake repairs. ****, ****** tried to sell me antifreeze conditioner. Really? If my antifreeze is bad, just replace the antifreeze.

  Business Response

  Date: 02/13/2025

  Mr. ******* has been a valued customer for many years, purchasing multiple vehicles from us and trusting us with his service needs. We sincerely appreciate his business and loyalty.
  That said, we want to assure Mr. ********** all our customersthat our goal is always to provide exceptional service with integrity. We take great pride in our reputation and categorically deny the claim that we engage in deceptive practices, such as intentionally causing vehicle issues to generate additional repairs. This accusation is simply untrue and does not reflect our values or the way we conduct business.
  In November of last year, Mr. ******* brought in his 2018 **** Explorer, with ******* miles, for a routine oil change. Following the service, he discovered that his horn was not working. However, the horn is not a component that a Quick Lane technician would access during an oil change. As with any vehicle, parts can fail over time due to normal wear and tear, which is why we are hereto provide honest and reliable repairs. Our dealership has no need to "create" issues to keep our doors open; we stand by our commitment to ethical service and quality workmanship.
  Additionally, Mr. ******* mentions that after his most recent visit on February 12th, that he noticed his backup lights were not working when the ****** returned his vehicle. We understand his frustration, and while we cannot determine the exact cause, we can confirm that our standard service procedures would not involve accessing or affecting the backup lights. Electrical components can sometimes fail intermittently, and we would be happy to inspect the issue to help identify the cause.
  We value Mr. ******** trust and would genuinely like the opportunity to restore his confidence in us. We invite him to visit our dealership and meet with our team to discuss his concerns and work toward an amicable resolution. Our priority remains ensuring that his vehicle is repaired properly, safely, and to his satisfaction.

  Customer Answer

  Date: 02/14/2025

   
  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:01/24/2025

  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.

  Scheduled an appointment with dealership to have a vibration checked out on my 2018 ford explorer in September 2024 and the first available was on October 9th. Told them about the vibration (not normal by any standard) and 2 other issues with airbag sensor and front bumper sensors. Later that day they called and said there was nothing wrong and said I could come pick it up. I urged to the rep that there is something wrong with the vehicle and I really needed them to figure it out. They responded with there was nothing they could do but only charged me half of the diagnostic fee. Reluctantly took the vehicle home (noticeable vibration still) within 48 hours and maybe 60ish miles the turbo blew sending metal into the engine. I purchased and ran my own ford scan on the vehicle showing multiple codes previously set in the computer for cam phasers and low boost it even said indicator light is not on for this problem. I called the dealership and they towed it to the service department. Apparently the engine is in such bad condition my extended warranty refuses to cover the new engine now needed and not just a cleaning and new turbo. I've talked to supervisors and the manager and they except no fault, even though they admit they did not actually do any diagnostics on the vehicle when I brought it in the first time they drove it around the block and called it good and did not address the 2 other problems that came up on the vehicle as well. It's not covered because I changed my own oil, and cant prove the dates. I changed plugs, coils, filters and all fluids within all recommended intervals i was miticulous with it. I retrieved the vehicle back from Ford with no other responses other than it's not their fault. When I could have got the engine cleaned new turbo before it blew and been on my way. They told me they don't do that kind of work they will only replace the whole motor funny how that cost $12000 more than the initial repair would have cost from honest mechanics.

  Business Response

  Date: 01/27/2025

  Response and CarFax are attached.

  Customer Answer

  Date: 01/28/2025

  
  Complaint: ******** I am rejecting this response because: a proper diagnostic was not done durring the initial visit to phil long. Yes oil changes are not on the car fax report, because they were done by myself in my garage with an oil that I like to use that the dealership does not provide. If the technician would have run ANY scan on the vehicle durring the the first visit (which I WAS charged for and is industry standard) the codes would have come up that initial day and the actual problem (found by an independent mechanic. Large parts of the timing chain guide (plastic not metal) were loged into and blocking the oil pickup tube this causing the sludge only in the bottom of the oil pan and additional wear and tear on the engine. There was NO sludge found in the pickup tube, within the turbo, top end of the engine or over timing chain parts.  This finding was not even noted in the second inspection report AFTER the oil pan was removed and the oil pickup tube was visible to the technician. This clearly shows a lack of experience or concern to the consumer, because one day it can NOT get a clean bill of health and  the just 3 days later have so many things wrong with it that it is not even salvageable. Sludge was not the reason for this engines failure but a symptom and result of another problem that only compounded other problems together. With the assumption that oil changes were not done regularly but we're,  CHANGING THE OIL REGULARLY WOULD NOT HAVE FIXED THIS PROBLEM OR PREVENTED IT FROM HAPPENING, as the large parts of "plastic" were lodged into the oil pickup tube. That's why there was little to no signs of sludge in the top end of the engine and was settled into the bottom of the oil pan, thats why the inspector had to come out again to find whats wrong.

  Business Response

  Date: 01/28/2025

  Attached is our response to Mr. ******** rejection message and a photo of the sludge present in the engine of Mr. ******** Ford Explorer.

  Customer Answer

  Date: 01/30/2025

  
  Complaint: ********
  
  I am rejecting this response because: See Attachment, false claims and no evidence of diagnostics or industry standard service was provided. 
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 02/06/2025

  We have been clear in our response. We do not accept responsibility for Mr. ******** failed engine. It has been determined by our certified technicians and verified by his warranty company that the engine failed due to neglect. If Mr. ****** wishes to seek further assistance, his efforts should be directed to his warranty company and not us.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22854343
  
  I am rejecting this response because: See documents, no resolution has been offered. 
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:12/11/2024

  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 bought a 2020 Silverado used truck with 100k miles. They provided car fax and said the vehicle was certified. After I took it home, a couple days later, the belt broke and had to take it in to **** **** **** to get it fixed. I have had the vehicle in my possession less than a week and has been at the shop ever since I bought it. I picked it up after 2 weeks, and the very next day, more issues. Took it back to **** **** and they said they dont k ow whats wrong with it and was trying to sell me a vehicle that was about 20k more than the truck I just got.. is this how they make their billions???? **** had me take it to ***** to see what they can do they called me today and said I needed to take the truck to the scrap yard as there are so many issues with it.. **** **** **** will not fix this issue and is only trying to now sell me a car way out of my price range. They will not take the truck back. I had it only a couple days and been in the shop over 3 weeksThey give me rentals, and at least weekly, they say I need to return the rental as someone bought it. I live over an hour away and every week I need to pick up a new rental. Now they pretty much say Im stuck with it and they will not make this right.

  Business Response

  Date: 12/12/2024

  This is for our Sister ****** **** **** **** of Chapel Hills. I am forwarding this complaint to them.

  Business Response

  Date: 12/13/2024

  We have been in contact with Mr. ********** We will cancel the original deal and work with Mr. ********* to find a suitable vehicle that meets his requirements and falls within his budget. Mr. ********* is currently traveling but has committed to coming in on either Saturday, December 21st or Monday, December 23rd, to work with us on selecting a different vehicle. 

  Customer Answer

  Date: 12/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 
  We will be going to **** **** **** today, 16 Dec 24, to hopefully come up with a solution. After finding out the motor of the truck sold did not match the vin of the vehicle, we are a bit leery to think we will get a truck that was actually certified as the last truck was not looked over very well. 
  Once  **** **** makes this right, I will take the complaint off. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:11/18/2024

  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 experienced a door latch failure on my 2014 **** Fusion. A friend stated he thought a recall had been issued on this. I had never received a notice of a recall. I looked on-line and saw there was one. I called Phil Long Ford Chapel Hills. The *** asked my *** and confirmed the item was under recall. She stated they could fit me in March. I stated this was unacceptable as my car door would not latch and was not safe to drive. She stated that *** *. in the ************ would fix it on Monday morning. < It was Friday afternoon > I arrived Monday. I found *** *. who proceeded to tell me the door latch was not under recall and that it would cost me $250 for the service **** to inspect the door and then additional charges to fix it. I asked why the *** verification check stated it was covered? And, why was I scheduled a ***air appointment without that confirmation. He stated the person I spoke to was wrong. I left. I called **** Corporate Recall - the ***resentative confirmed the issue was known, under recall, and would be ***aired at any **** dealer for free. She even asked if she could assist in making a ***air appointment. I declined and thanked her. I then called the **** dealer in *********** and asked them if the issue I was experiencing was under any known recall. She asked my *** and promptly ***lied: "Yes, Sir. **** would you like to bring it in?" I did not tell them I had spoken with any other **** ***s. I proceeded to ask if the information was 'difficult' to locate and could she confirm the recall. She said the recall was very apparent and popped right up on her screen. I now have to take the car to a dealer an hour away to be serviced under a issue that should be fixed locally and free of charge as the problem is known defect and not safe to go unresolved.

  Business Response

  Date: 11/19/2024

  Mr. **** had an appointment on Monday, November 18th, for a door latch repair on his 2014 **** Fusion. Upon his arrival, the Service Advisor explained that the issue would first need to be diagnosed by a technician. They further clarified that a diagnostic fee would apply unless the repair was determined to be related to a recall, in which case no charges would be incurred. Mr. **** declined our services and chose to leave.  We remain willing to provide service for Mr. ***** however, we must follow our established protocols to ensure proper diagnosis and repair.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22572300
  
  I am rejecting this response because:
  

    I reject this offer as it is a blatant lie.  The unfortunate item is that I did not record the representative's respone.  If they are unwilling to admit a mistake, I am concerned about the quality of any repair or their being truthful that any damage they find would be reported accurately.  I was told, without reservation, that the repair was not going to be covered as there was no covering recall for my vehicle concerning a malfunctioning door latch.  An explanation that, "we misread a recall notice" - or, simply made an error, would have been understandable.  

     The only part of their response that is factual was that - I had an appointment.

    This is why I have avoided **** **** for the past 20 years.

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

• Initial Complaint

  Date:08/29/2024

  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.

  Aug 9, 2024 after having a recall item repaired 2 days earlier, my 2018 Escape transmission stopped working properly. My point of contact was the service manager. Two weeks later, car still not fixed. Finally gets to a tech who " fixes " it in less than 1 hour. Well the fix does not hold. My car is under warranty.

  Business Response

  Date: 09/02/2024

  We are aware of the concerns **************** has with her vehicle and we are committed to finding resolution and making the necessary repair. 

• Initial Complaint

  Date:08/07/2024

  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.

  In October of 2021 I bought a Service coupon book from the ***************** Moter City location for oil changes on my F -150 truck. This was in the form of an Eletronic book. I received NO paperwork or access to it - it was just in the ***************** Quick Lube system. In 2022 I started to go to the Chaple Hills location for my services. For the last 2 years this location has been the location accessing this book in their system. Today when I showed up for my oil change, I was told that the Service book had expired. I was NEVER told that there was an expiration date. I was just in there in October and the advisor that accessed the service book never stated that it expired soon. (it expired in February) I called the Service manager ******************* to discuss, and he said that ***************** was not responsible for letting the client know. How can this be right? 1. at the time of the sale - there was no mention of a time limit to use the service coupon book. 2. No access is given the consumer to see the book electronically or in a hard form. 3- No communication from the dealership on the service book being close to expiring. - Neither location stated there was a time limit to use the oil change coupons.

  Business Response

  Date: 08/08/2024

  We sincerely apologize for the frustration ******************** experienced. The Quick Lane ********** Coupon "Book" is managed and processed by a third-party provider. Each "Book" has an associated expiration datein this case, it was purchased on August 10, 2021, and expired on February 11, 2024. The coupon book was sold to ******************** at ***************** **** of **********. We have trained our team here at ********************** of Chapel Hills to clearly explain the expiration date when selling these coupons. If our sister store failed to do so, we deeply regret the oversight. Upon purchase, customers receive an email prompting them to register their account, which includes comprehensive details about the product, such as expiration dates, usage tracking, and additional optional services.
  

  We recognize that we can improve our communication with customers about upcoming expiration dates when they visit for service. We are committed to refining our process to ensure this information is consistently conveyed in the future.

  As mentioned, the "Book" is managed by a third-party provider, and we do not have the ability to alter their program rules. However, if ******************** is interested, we would be happy to assist him in purchasing a new book. While he is here, we can also ensure that his account is properly set up online, enabling him to monitor the product's services and expiration date.

   

• Initial Complaint

  Date:06/14/2024

  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 got a notice from **** in the mail that I had an extended warranty coverage on my TCM (Transmission Control Module). It states the following : Description Transmission control module extended warranty coverage Campaign#**M02 Next Steps Contact your local dealer for next steps.*A recall is an action by the Company to remedy a vehicle that has a safety-related defect or that does not meet a regulatory requirement. It may require that you return your vehicle to the dealer for service. For the latest information regarding the status of your vehicle or any recall program of **** Motor Company, please contact your local dealership directly or the Customer Relationship Center.I contacted ********************** and scheduled an appointment, it was scheduled approximately 3 months out. Prior to my appointment, I asked several times to speak with someone to get answers about how long they would have my vehicle, so I could arrange a rental car. I never got a call back. Last week, I submitted an online request to have someone call me. On 6/10 I got a call from ******* who asked what the issue was with my vehicle. I explained, it is having issues accelerating, it is grinding and revving. He stated that is not a transmission issue and canceled my appointment. On 6/** I paid a mechanic $185 to do a diagnostic on my vehicle, he ran codes on my vehicle and said there is an issue with the transmission and that **** lied to me to avoid doing the work simply because they want me to purchase a new vehicle. I am a healthcare worker, I cannot afford a new vehicle. I cannot afford repairs for THIS vehicle that SHOULDN'T have to be repaired. I called **** after this and spoke with a female service rep and she said "doesn't sound like a transmission issue" when I explained what was going on. She stated she could schedule me to come in for a diagnostic and it would be over $250 and then if I couldn't afford the repairs we'd go from there. I want my vehicle REPAIRED, for FREE, SAME DAY.

  Business Response

  Date: 06/17/2024

  ******************** has extended warranty coverage on her 2015 **** Fiesta from **** Motor Company for the DPS6 automatic transmission, **** for **************************************************************** for up to ******* miles, whichever comes first. This is not a RECALL notice or safety concern alerted by the National Highway ****************************** for which ******************** provides a definition for in her complaint. Our Service Director, ******************, did have a phone conversation with ********************, and for the concerns she addressed to him, they did not align with a *** issue. He explained that to her. He did not cancel her appointment. He advised ******************** that we would need to bring the car in for a diagnostic to determine what the true issue is and to put together a plan for repair. ******************** was not in agreement with paying the $250 diagnostic fee. She did not show for her appointment. From her statement, it sounds as if ******************** took her vehicle to a third party mechanic for a diagnostic. No one here has lied to ********************. There would be no warrant for us to "avoid doing the work" nor would we decline work to convince a customer to "purchase a new vehicle". We are happy to diagnose the concerns and repair the vehicle. If it turns out there is an issue with the **** as outlined in the extended warranty coverage, then there would not be any fees due from ********************. However, if the repairs are not deemed to be caused by the *** then ******************** would be expected to pay the appropriate fees. If ******************** would like to schedule an appointment to have her vehicle properly diagnosed by a certified **** mechanic, we would be happy to provide her with the service.

• Initial Complaint

  Date:03/31/2024

  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.

  I got into a car accident and through my insurance company had to go to the dealership to get my electrical fixed. After I had payed my $1,000 after my insurance sent me the other $8,000. The guy working the desk (his name is ****) told me it would talk two weeks and will call me if anything changes. After two weeks of radio silence and I call to see whats going on if my car is done. After they pick up and tell me **** will call me back in 10ish minutes. I wait two hours before I call back irritated just for them to tell me they dont have the part and just giving me all these excuses to where I ask if I can get some money back or a loaner vehicle they basically said they cant/ wont do that and all I can do it wait. Come next week that will be a month since I payed in full what I needed to pay and told me it would take two weeks.

  Business Response

  Date: 04/08/2024

  ******************** **** Escape was involved in an accident. Dealing with insurance companies on claims for resolution is a delayed process. We have also been dealing with delays on parts from the manufacturer. We have received the parts and are actively working on repairs. **************** has been issued a loaner vehicle to drive. We apologize to **************** for any delays and we hope to have his vehicle back to him as soon as the work is completed.

• Initial Complaint

  Date:03/26/2024

  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.

  We bought a vehicle from ********************** in Chapel Hills on 9 Feb 2024. - We were shown a used F-150 and after showing interest in that car we were told that they showed us the wrong vehicle and the one that was shown to us was "new. " We were told that the car was on the lot for 200 days and that was why there were some mileage on the vehicle. We were told many times the vehicle was new but found the registration for its previous owner and all of that persons information in the car when we got home after purchase of the vehicle. We drove back on 12 Feb to rectify this issue. **** did work down the price for us slightly and gave us a warranty. We were at the dealership about 6 hours for this issue. We felt the situation was rectified at this point until the following events occurred. - We then got contacted on 19 Feb by a manager to redo some military paperwork as my husband and I are both active duty medical officers. We spent 30 mins to get the website functioning to redo the paperwork.- We had some questions about the vehicle and we were told that we would get a call back shortly. - I called a **** manager 4x on 25 march, 2x on 18 march, 1x on 16 march which is as far back as my phone shows. I left voicemails regarding my concern and need for contact at least 2x. - On one occurrence on 18 march I spoke to the manager who told me that he would check if my title and registration was sent. He said he would call back shortly. I never got a call back. - I then called on 25 march 4x to just get through to a employee and not get sent to voicemail. I then was told they had not even SENT the title and registration to the ***** nearly 2 months after vehicle purchase. I asked when this would be done and they stated "hopefully soon." - We will have to go back to the dealership (40 min drive) AGAIN to pick up another temp tag due to incompetence in a multitude of this business's work sections.

  Business Response

  Date: 04/05/2024

  We have been working with Mr. and ************* to resolve their concerns. The paperwork has been forwarded to the Texas DMV and we will provide an extension for the temporary tag until they receive their ***** plates. We have also agreed to a compensation settlement which they are happy with. We believe we have, in good faith, provided complete resolution to their complaint.

  Customer Answer

  Date: 04/08/2024

   
  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,
  
  ***********************