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:02/01/2025

  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.

  I originally purchased the 2022 **** ****** SS from Phil Long Ford ********** in ****************. My buying experience was the worst ever. The truck was brand new when purchased in Sept/Oct 2023. It has been at the dealer for multiple problems including replacing the motor that went out while driving on I-25 North almost causing an accident. The truck is a performance truck build by 3rd Party contractors hired by the manufacturer and neither one involved wants to take responsibility of the poorly built truck. It started with a rear noise as if the truck was going to fall apart, then the suspension broke and later the laterals, and nothing took care of the noise it continues as of today.. the truck is in shop again possibly because the transmission might be going out as it is skipping gears and almost caused an accident on the highway. We did the paperwork directly with **** in Aug 2024 to apply the Lemon Law and get a buy back but unfortunately I was told by their representative that the state denied the claim. I proceeded to file another claim a week ago (where I was informed that the state doesnt make the decision that its their own team that decides). Yesterday 1/31/25 I received a call from another **** representative stating that the claim was denied because of the time period being out of time and that it has only had one repair. Which is false its been in service more than we have had it. The motor was replaced, the suspension, the supercharger, the laterals, any more issues have been addressed including the noise in the rear that has never been fixed and gets worse by the day. I only ask for **** to take responsibility and buy back the badly built truck for the safety of myself and my family.

  

  Business Response

  Date: 02/03/2025

  Good morning,

  This customer complaint was sent to the wrong **** store, I have printed and emailed the issue to **** ****** the General Manager at Phil Long Ford of ***********

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22888248
  
  I am rejecting this response because:
  Phil Long Ford of Denver has been working on servicing my ****** for the past year. Again, their responsibility is being sent somewhere else to resolve the issue. Ill I want is for **** TO TAKE RESPONSIBILITY AND APPLY THE ***** LAW TO A VEHICLE THAT IS NOT SAFE TO DRIVE.
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 02/13/2025

  I spoke with ****** today and it is an unfortunate situation, and at this point she is going to take the legal route with a Colorado Lemon law attorney and pursue a manufacturer buy back through the Colorado Lemon law.  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22888248
  
  I am rejecting this response because:
  After picking up the ****** from dealership they notated on the service order that customer worked on rear suspension prior to this visit. They were not able to determine whats causing the rear noise and now its my fault blaming that I worked on the rear suspension before taking it in? All work services performed have been done at the dealerships service ***** I wouldnt know myself how to do any type of work on the truck. Again, they are not taking responsibility and putting it on someone else to blame. Its very upsetting to learn that they had the truck for 3 weeks and nothing was found. They stated they drove the truck but yet the mileage noted when taken in is the same mileage at pick up? Theyre protecting themselves on the work orders to prevent the Lemon Law getting approved. Mr. ****** called me this morning advising to contact an attorney to apply the lemon law because they are not allowed to do so. Generating more money out of my pocket instead of doing the right thing. He also offered to trade in the ****** for a replacement vehicle but valuing the ****** 30k less than what I purchased it for. Either option I decide to go with will put me out of money and at a huge loss. If they can take it back and replace it with same value Id be more than happy to work with them.
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/12/2025

  This is an unfortunate situation, and I am sorry that ****** is not happy with the truck that she purchased.  This vehicle was sold 18 months ago and has over ****** miles on it and has been serviced by three different **** dealerships according to Carfax. We are not purchasing this vehicle for what it was purchased new for, I would still be open to trading for another vehicle at or around the market value numbers that were previously discussed.  I do have some flexibility; however, it will not be what the truck was originally purchased for when it was new.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22888248
  
  I am rejecting this response because: the vehicle was bought from Phil Long Ford and has been serviced at Phil long Ford for all services except Oil Changes done at ****** **** because of its proximity to my home. The rear rumbling noise the vehicle makes has been the issue since the truck was purchased. Phil Long Ford knows it and doesnt want to take responsibility for it because they dont know how to fix it. So rather than pointing fingers and finding excuses, why not take the truck back?? We have been very patient with them on trying to resolved the problem without success. IT WAS A POORLY BUILD SUPERCHARGER ****** AND THEY KNOW IT! 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/31/2024

  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.

  My girlfriend *************************** is in the market to purchase a new EV/PEHV. Phil long ford is running a 30 second commercial advertisement and banner on their website that says "WE'LL BEAT ANY DEAL BY $500 AND WE'LL PROVE IT!" and it comes with fine print that "Phil Long Ford of Denver will better, by $500 any advertised price or negotiated price on a like **** from ***************** dealer stock. Customer must present bona fide signed *****'s order from competitive ******** **** dealer's ad at time of sale. Customer must prove eligibility for **** rebates. See dealer for complete details". I have reached out with a buyers order for a **** Escape from a competing dealer for in ******** and they are refusing to honor the ad or provide any reasoning of why they would not honor it besides telling us no.I will attach screenshots of the advertised other car & the buyer's order that dealership provided as well as an image of the car at ***************** which is the same make//model and has less $ of options, so in theory a cheaper car.The link to their current advertisement with their senior manager//partner ************************* **************************************************************

  Customer Answer

  Date: 02/01/2024

  Hello I did not realize I was not supposed to include my GF name in my complaint or in the attachments (the purchase order had her name on it as well). Can you possibly edit my complaint to remove her name and the attachment?

  

  Business Response

  Date: 02/01/2024

  I spoke with Mr. ***** and we will absolutely beat the deal by $500 and we are currently working on qualifying rebates. The vehicle they are purchasing has been reserved and we will wrap up deal on confirmation of the state tax credit programs.

  Customer Answer

  Date: 02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am looking forward to completing the deal.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:10/28/2023

  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.

  My name is ********************* and *** served in the military for the last 23 years and now live in ****************, the first stateside assignment in 20 years. I came here with a paid off 2018 *** M2 that had 4K miles on it and I had invested close to $20K. Basically a brand new car. I had to also buy another car, 2017 Dodge Ram due to the weather at my new assignment. I decided to shop around to turn these 2 vehicles into 1 in order to save money. I visited ***************** in Denver and found a *********************************** happy, stay bill free and make me want to part from my paid off car. I was able to take it around the block and everything seemed fine. After the sale and on my way home, I immediately noticed violent shaking from the tires. I returned it and was told it would be taken care off. Weights were replaced and I was sent on my way. The truck handled a little better, but was not fixed and does not compare to a certified **** vehicle in my opinion. I took it to Big O tires and they were also not able to rectify the problem and added the tires sometimes cant be balanced and noted the weights on the tires are to excessive and should not be stacked on top of each other like they were. I returned to ***************** Denver after being told things like what would you like me to and this time I was told I was missing weights that had to be replaced. My rims now have weights on the inside and outside, but it still shakes doing 35/65 mph. I was then told its the tires. I just dont see buying tires when I have just driven the vehicle 2K miles and was told there is nothing wrong with it. ***************** was always helpful, but now I was told to deal with the *** who is just ignoring my email! Ive wasted 100s of miles, missing time at work and just feel like Ive been ripped off just making a quick sale. Please help! Thank you.

  

  Business Response

  Date: 11/03/2023

  ****** our sales director has been in contact with ************ on this issue. *********** came in today and we replaced the tires and this should remedy the issue.

• Initial Complaint

  Date:10/23/2023

  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.

  Our back up camera stopped working in February. We called and made an appointment in march and dropped off the truck. We were told we needed a apim and was covered under warrenty. This did not fix it. We were told that ****s software was bad and they would fix it. The software did not fix it. We finally asked to pick up the truck in may. During this time at the dealer a huge chip was put on the passernger side. We were told that they ordered another part and once it came in we would need to bring the truck back in. The part came in on may 17th and I took the truck back. They were able to get the back up camera to work but our navigaion stopped at that point. We were told they were working with **** on a fix. We have stopped by the dealership, called and texed. We have no resolution at this point. I have also called into ****s customer service who basically told me too bad, nothing that they need to do or can do. **** sold us a truck with naviagaion and a back up camera that we paid for and does not have the software to fix it!? They also sold us an extended warrenty to cover all electrictial! There are many other truck owners with this same issuse. This is fraud and **** needs to make this right either by fixing their problem or refunding what this cost so that we can get something aftermarket put in that works.

  

  Business Response

  Date: 10/24/2023

  Dealership is working with ********** service engineers and **** tech assist hotline. **** is aware of the situation and is in the process of developing new software to correct the problem. Customer will be informed, and vehicle will be repaired as soon as the update becomes available to the dealership.

  

  Business Response

  Date: 10/24/2023

  Customer can contact the **** customer assistance center at ************** to request repair assistance or the possibility of refund information. Dealership is doing everything possible to assist customer but has to wait for **** to release proper software or replacement options, to assist customer.

  Customer Answer

  Date: 10/24/2023

  We would like something in writing an an eta. While the truck was in your shop for three months it got a huge chip in the door which ***** told us that he would take care of and to take the truck to *************** auto body to get an estimate which was way out of our way but we did this. We got the estimate and now cannot get a response. We want this taken care of. 

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20770122
  
  I am rejecting this response because: we need a resolution. We have been waiting a year.  I am not calling into  the call center. I have done this and get nowhere 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle 2018 ******* MKZ is currently at this dealership for service. The vehicle is under warranty and it has several components that are not functioning properly. The service department has told me that if there are no "codes" set in the computer they are not going to fix the items. One of the problems is bot front seats has malfunctioning heaters and coolers. Only one seat has a code stored and that is for the heater and that is the only thing they are going to repair. While the cooled does not function partially in the same seat it will not be repaired and the other seat the heater does not function but there is no code stored so they are not going to repair. It is easy to diagnose, turn it on, if the seat gets warm then it's working. They are not doing that. The exhaust is also rotted out and I have contacted ******* and I was told it was covered under the warranty. I was told that the warranty claim was denied and I contacted ******* once again. I was told the claim has to be very specific in stating it is a manufacturers defect. I consider a rotten out exhaust system that is made from stainless steel and no other part of the car having any rust on it as being a defect. The entire exhaust is like this from the front all the way to the back. I contacted the service department to explain this only to fond out that no claim was ever submitted to ******* and they they will not submit a claim for it. They simply state it is not covered. ******* says it is. I do not understand why they will not submit the claim. I also did some research on my seat issues and there is a TSB for problems with the heated seats/cooled seats and in that TSB it states that there may or MAY NOT be codes stored in the cars computer. There are other issues as well that are not being addressed and should be.

  

  Business Response

  Date: 09/15/2023

  We submitted the claim on the exhaust as directed by the customer with pictures and ******* has denied the claim.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My F150 was towed into Phil Long Ford Denver on May 7th as it is under warranty, It took several tries and voice messages a week after for them to return my call, at that time they were unable to give me information as they still had not diagnosed the truck. They are utterly incompetent in the work they are doing. Several weeks later, they called to tell me it would be 4 to 6 weeks out, after I left several more voice messages. We are now four months out, and they still are not returning my phone calls including the supervisor at Phil Long Ford Denver. They have had my truck for four months with very minimal contact. Never in my life have I experienced such poor consumer care and customer service. I have been without a vehicle that provides transportation to work, also used for recreational purposes during the summer, and my means to collect wood to heat our home during the winter.

  

  Business Response

  Date: 09/13/2023

  The parts for the transmission have arrived and the work has been done, however there is a mechanical issue as well and we are working on that issue now.  This is a work in progress.

  Customer Answer

  Date: 09/14/2023

  I have been screwed over by Phil Long Ford Denver for four months. My 2017 F150 is under warranty. One day we started and it wouldn't go into gear. It felt like it was in four-low and the advance trac light and the hill assist light was on. Prior there was no warning or issues. 
  
  It was towed to PLFD on May 7th, 2023. On May 10th, I received a text from ***** (Our ****** **** may be receiving a video inspection from our certified technician. Once your service is complete, you may also receive a copy of your invoice and an option to pay online. You can reach me directly by simply replying to this text." I did text him back, but he never replied. I left a voice message, he never replied. I never received an email. 
  
  A week later I left 2 voice messages with ***** to get a status update. When he finally called me back, days later, he said the truck has a dead battery so we haven't been able to diagnose it. I told him to charge the battery or put another in so he could diagnose it. He's a complete idiot. 
  
  A week went by and I called again after leaving several voice messages  with no return call, I spoke to a service person who said, "there's no notes on your vehicle, let me transfer you to *****." ***** finally called me back, after I went through ****** corporate, to tell me it would be 4- 6 weeks as it needed a new transmission. 
  
  Six weeks went by and I called and had to leave messages again, including leaving a message with his supervisor *****. Nothing. Nothing from ***** or *****. Once again I had to call the corporate office to call them to call me. ***** reported it was going to be around 6 to 8 weeks out, and we were looking at the first of September now. 
  
  A few days later I went in person to PLFD to the service department to get an update, as I couldn't believe it would be that far out. *********** person said, "oh there's no notes in here for your F150, let me check with *****." *********** person came back and said it was in the queue and he couldn't tell me how long it would take to work through the queue. 
  
  The text I had received from ***** on May 10th, I received the exact text again on August 14th. Two days later I left him a voice message, but he did not return the call. I then left a voice message with *****, but he did not return my call. I never received an email. 
  
  On September 11th, I called PLFD several times to speak with ***** or ***** without any success. So I called corporate, again. She was able to get through and relayed to me that a transmission was ordered and ***** would call me. 
  
  ***** did call me back on September 11th, he stated that a transmission was ordered on August 18th, however, everything was back ordered and he said he couldn't tell me how long it would take. I told ***** that I wanted a copy of the purchase order and asked why it took four months to order the parts. He didn't have an answer. I said how has a four week job turned into four months plu, he responded I never told you it would be four weeks. The guy is a liar. He then said he had a **** Escape I could come pick up to use until the truck was ready. I denied, a **** escape doesn't haul my camper or haul four cords of wood.
  
  When I got off the phone with ***** on September 11th I this a complaint with the BBB. After I filed the complaint, ******, who is *****'s supervisor at PLFD, called as sweet as could be to see what the issue was. I explained my concerns and their complete lack of competency and professionalism. He said he would call back tomorrow. ****** did not call back on September 13th as he said he would, however, ***** left me a voice message at 8:30 am to tell me that my transmission just came in and that they'd have it fixed by the following afternoon. ***** then called back at 5:00 (September 13th), to tell me they got the transmission in, however, there was something wrong with the engine and they hoped to have it fixed by tomorrow. He was unable to say exactly what "the issue" is. This is some serios shady behavior. 
  
  I have lost all faith in PLFD and I am extremely concerned that they have f*ucked my truck. It'll never run properly. My hands are tied. Going from no contact, to them having no idea when the transmission will be in after my last call to corporate, to me filing a complaint which got immediate results such as a transmission being delivered the next day and "fixed" by the end the day, to now something is wrong with the engine. The way they are conducting business is not okay. I have a $30,000 vehicle that I am paying on, that has been in ****'s shop for four plus months that will likely never run properly. 
  

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20584762
  
  I am rejecting this response because after I filed a complaint with the BBB, ******, who is *****'s supervisor at PLFD, called as sweet as could be to see what the issue was. I explained my concerns and their complete lack of competency and professionalism. He said he would call back tomorrow. ****** did not call back on September 13th, however, ***** left me a voice message at 8:30 am to tell me that my transmission just came in and that they'd have it fixed by the following afternoon. ***** then called back at 5:00 (September 13th) to tell me they got the transmission put in, however, there was something wrong with the engine and they hoped to have it fixed by tomorrow. He was unable to say exactly what "the issue" is. This is some serious shady business. On September 11th, me calling corporate because ***** and ***** refused to return my calls on my vehicle that they have held hostage for over four months, to ***** finding time to call me after I had to call corporate to intervene (which is not the first time) and ***** out right lying to me, saying I never told you it would be four months. then saying he (*****) ordered the transmission, however didn't know how long it would take. The ***** calling to say the transmission arrived and they'll have it fixed by the next day. They don't get to s**** someone over for four solid months and then get to shrug it off. As far as their offer to me of picking up a **** escape on September 13th , over four months of having my truck, how is a **** escape going to pull my camper or haul four cords of wood? They have no right treating customers this way.  

   

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

  

  Business Response

  Date: 09/15/2023

  The work has been completed and we have called and left messages that the truck is ready for pick up.

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug 21 placed a reservation with **** for a '21 Bronco, submitted a $100 deposit. Sept 21 chose ***************** submitted a $500 deposit to *********************** for a '22 Bronco. Sept 22 **** requested we update the order to a '23 model, submitted to *****.Jan 23 **** offered a certificate of $3080 to partially offset '23 increase.About April 20, **** notified the order was scheduled for production.About April 21, phoned Phil Long Ford/*****; "****" advised ***** was gone and he would be our contact. "****" advised a production date of mid-May and possible arrival mid-July. "****" was advised we may trade a '22 Bronco.May 9, 2023 meeting with ********************* of *****************. I advised I wanted the ordered '23 Bronco, but that my wife now liked the '22 Bronco. **** offered when the '23 arrives we use it for a few days. If we wanted it, Phil Long Ford would provide MSRP trade allowance for the '22. If we keep the '22, it would be no problem for them to sell the '23 to someone else. He advised possible mid-June delivery. I advised we were gone all month. He offered Phil Long Ford would hold our order until we returned.About July 1, I phoned **** and left a message if the car had arrived. No return call.July 5 another message to **** if the car had arrived, advised the '22 was in their shop and he could inspect it for trade in.July 6 **** phoned and stated they sold the car to someone else thinking I no longer wanted it, that I had not returned their calls. I checked my phone records and there were no calls.July 7 **** said they mistakenly phoned a wrong number, offered $1500 compensation, handed a check for $600 stating ***************** didn't need to do anything except return the deposit.July 10 **** offers to order a '24 at then "dealer invoice" (much higher than retail price '23), advised paying the $3080 **** money and "employee pricing" on **** parts.July 17 email to Gen *** ****** requesting we want what we ordered at that price minus $3080. no answer as of this writing.

  

  Business Response

  Date: 07/25/2023

  We are meeting Thursday morning to discuss options in person

  

  Business Response

  Date: 07/31/2023

  I have spoken with **** and ****** and we are going to order a vehicle at the original terms and conditions.

• Initial Complaint

  Date:06/26/2023

  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.

  Date of Incident: 06/26/23 Issue: I recieved a recall notice from ****. I have tried reaching out to the dealership to schedule a ********** keep getting the run around. I have contacted them by phone and through online chat. I am told that my information will be forwarded to their team and someone should be reaching out to me as soon as they can. No one reaches out. There is no way to schedule recall repairs through their online scheduling system because there is an error message that directs you to call and speak with a representative. The representative me and my husband spoke to today was named **** and he found it necessary to tell us they were too booked and then transferred us to someone who could maybe assist, his name was ******. He didn't answer.

  

  Business Response

  Date: 06/29/2023

  Our service manager has spoken **************** and we have him set up to get his recall repaired

• Initial Complaint

  Date:03/27/2023

  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.

  After a few weeks of searching dealers for the perfect car for us we ended up working with ****** at Phil Long Ford. We decided on a 2021 **** Bronco that is Certified Pre-Owned which had at the time only **** miles on it. The first issue was that the previous owner did not return the second key and we were promised this key with our sales rep and so began the endless messages and trips to the dealer to get this second key. Secondly the vehicle had severe wheel damage to both the front and rear passenger side and we weren't able to test drive it that night. The dealer promptly replaced the two tires and one rim and we we told the vehicle was ready for delivery (but still no second key) We don't drive much but noticed that the vehicle was pulling to the right and this came from the hits the wheels took prior to our buying it. We addressed this with our sales rep and was told to bring it to the Quick Lane where these issues would be resolved. The service advisor said I needed to talk to our sales person so I went in to the show room to speak with him, however was told he was busy with another customer. A manager took the information and said he would get with our sales guy and he would be able to coordinate everything, leave vehicle a few days (owed window tint, key fob, alignment) and we could get a loaner and everything would be taken care of. Once again no calls, text, no communication at all. This past week I again in a last ditch effort, reached out to our sales guy again and was told, it was on me to contact the tint guy to schedule something that was sold by the dealer. No mention of this was ever made during the buying process. Was also told he would get with a manager to get this resolved and that never happened. We called this past Friday 3/24 and I asked where we stood with all this and he asked if another person had contacted me to which she hadn't and again no communication. We are now paying for our own alignment and preparing to take ***************** to court

  

  Business Response

  Date: 03/30/2023

  Our management has reached out to Lane and we have an appointment with him on Tuesday

• Initial Complaint

  Date:02/09/2023

  Type:Customer Service 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 begin I submitted an order for a brand new f150 raptor February 4, 2022. For 10 months I received no updates to find out that my order was not allocated meaning there was no spot for my order to be produced. I went in to express my questions and concerns to be told that certain factory options have to be removed and since **** was no longer making 2022 model years Id have to get a 2023 raising the price 8 thousand dollars. We removed the certain options that **** was accepting for the time being and I let them know if theres any further options that need to be removed or added to call and ask for approval and within reason Ill approve. January rolls around and the salesman finally contacts me saying that my truck has been allocated and ready to be produced. To my knowledge nothing has changed all options on the second order submitted remained the same. I still have yet to receive any emails updating me on the situation. I find my own vin number, date of productions etc. once I become aware of my vin number I finally get to see what I ordered with what options. The ordering manager I spoke with in November ordered a five thousand dollar package I did not want, without my approval. No Im being forced to either cancel my order or pay $13,650 above my original pricing. Not only did I wait a year for my order to get accepted and scheduled for production (not even delivered yet) but now I either have to wait another year for a new truck order with the package I want originally and still would probably have to pay another 10 thousand above in new year pricing. Or idk have to pay ****** for a truck that should have been much cheaper and thats not including the tax. Due to the ordering managers agenda of getting me a raptor no matter what cost without contacting the client for 5 thousand dollar upgraded package approval I now have two options. Buy or walk away from the deal. And that was made very clear

  

  Business Response

  Date: 02/11/2023

  I spoke with ****************** last night and we have worked it out for him to move forward with the purchase of his new Raptor