Complaints

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10.9.2023 purchased a 2017 **** Explorer Sport (vin1FM5K8GT4HGD13064) from Family Trucks and Vans (herein: FTV). There were issues noted upon test drive that were brought to their attention which they said they would fix upon return 10.10.2023. I did return the vehicle that time and innumerable times since for various issues that continually repeated or came up. Representatives of FTV have further damaged the vehicle; failed to repair reported issues; insisted we continue to seek repairs with them rather than other solutions requested; they've said some things were done that were not; refused to provide any documentation for repairs they claimed were completed. vehicle is no longer working at all and a representative has refused to perform any further service.

  Business response

  04/08/2024

  To Whom It May ******************* customer purchased a 2017 **** Explorer from us on 10/09/2024.  The vehicle had engine issues and we worked to help this customer ever since to rectify their situation.  After many attempts, we got these issues fixed.  However, the most recent issue is now electrical.  This customer added lights to the interior and now they are having electrical issues.  We told them to try to start a claim against their service contract as Family Trucks and Vans has rectified all the previous issues and this is a new one.  

  Thanks,

  *******************************

  General Manager

  Family Trucks and Vans

   

  Customer response

  04/11/2024

  Good Day Amber, 
  I am writing in regards to the above BBB ID number in regards to my complaint against Family Trucks and Vans and the 2017 **** Explorer purchased there 10/9/23. 
  
  In Mr ********** response, he stated that they have:
  worked to help this customer ever since to rectify their situation.  After many attempts, we got these issues fixed. 
  
  To which I say, yes, 6 months of working with us, which means uncountable trips to take and leave the vehicle with them for sometimes over a month! And the issues WERE NOT resolved, rather, they remain.
  
  Further, he states However, the most recent issue is now electrical.  This customer added lights to the interior and now they are having electrical issues
  
  Untrue! The bulbs were changed from standard white to another color. There was an interior lighting kit that was added, but that plugs into the cigarette lighter port and has nothing to do with the complete failure of all operating systems! 
  
  Finally, he states Family Trucks and Vans has rectified all the previous issues and this is a new one.
  
  So, he seems to indicate theyve resolved all the issues. If that was the case, why was there a complete breakdown of the vehicle????
  
  In fact, when we spoke to ****, the garage/repair manager for Family Trucks & Vans, on Thursday, April 4,2024, he said he would talk to **** to get authorization to send a tow truck to pick up the truck and bring it in for repairs. When **** called back, he said **** said words to the effect Just tell them to take it somewhere else. 
  
  We feel that we have been defrauded in this purchase as it is apparent that the vehicle was sold to us without any inspection for its safety and normal operations; We have the same repeating issues as we did upon purchase; and we feel that they have falsely stated completion of repairs.
  
  Due to the ongoing nature of this situation, we have been working with a representative who is currently not able to work due to a major family crisis. We were advised by him that ********************** would be in charge during his absence. ********************* has already been aggressive and unpleasant to work with and has a reputation among other employees at FTV for that. 
  
  We have repeatedly requested to be put in contact with the owner and we will pursue this matter until we are able to meet with ******************* (owner). He has been made aware of this ongoing issue and at this juncture, we feel we deserve to seek resolution with the owner personally without interference.
  
  Thank you,
  *******************************
  

  
  

  Business response

  04/17/2024

  To Whom It May ***************** have helped this customer multiple times under no obligation as all used vehicles are sold "AS IS".  This new issue that they are having with electrical issues could be as a result of adding or modifying the existing electrical system.  This client is under the impression that any and all further issues are a dealer responsibility and that is not true.  As part of the deal, we were to check out the air bag light and radio.  These items were fixed.  We recommend purchasing service contracts for issues with Used vehicles and these clients did purchase one on this vehicle and we as a team (including our owner)  recommend that they go elsewhere to utilize the contract for further repairs.

  ***************************

  General Manager 

  Family Trucks and Vans

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a truck 2016 Ram **** in Jan 30th, I paid $5,000 cash down and the Financial Manager his name is ****, was trying to print the paperworks and he said the interest rate is higher than what they told me and it exceed the ******** law, so proceed to re-do the paperwork and I signed and took the truck home.I noted in the same day before I leave the dealer that the headlights were not working, the sales person said that is because the aftermarket parts components it is like that the I also told him that the power steering has too much play in the wheels and he said that is because the aftermarket tire caused, of course you think that if they are business for years they are the expert and they know. Well unfortunately that was not the case, I took a few days after to a friend shop and he found :1.- the power steering column had 2 loosened bolt and missed on and support of the sway bar broken. Repaired already due unsafe condition.2.- 3 bulb light were burned. Replaced already 3.- chassis and suspension arm was missing bolt and nut. Installed already 4.- **** left fender and front grill missing 6 bolts and loose parts. Corrected already Total bill paid after 5 day of the purchase $1,200 to have a safe truck to drive.Yesterday Mon 13th I received a text saying I need to go back to sign a new paperworks because the other ones are not acceptable from the financial credit union, and it was urgent to go and see them.I went today with my husband and they were printing a new contract and different conditions dont showing the *** additional coverage it was offered and included and told me to take it with my insurance company that cost and asking for additional bank statement. After all his comment to process the purchase, we told them to undo the deal, because that is not the original conditions we agreed and signed from both parties 2 weeks ago.So when we proceed to remove all our belongings and brought the truck back in absolutely better conditions that when I got it. They took the key and put in his pocket and refused to return the money because he said they need to inspect the car and return the money in another day, I asked to return the key back or gave me the money back since they were changing the conditions not me. And the Sales Manager was threatening my husband saying that he will sending my husband to jail because they are whom has the control etc. etc. and they are doing on their way. My husband proceed to call the police to come to the car dealer office to get this solved and then he came inside the office again and looking to talk to the owner but they said they were the managers. They were laughing saying good luck with the police but they wont return the money. And looking how upset my husband was after this incident they proceed to gave him the keys for the truck and saying that they will be charging for the miles we used.

  Business response

  02/15/2023

  To Whom It May ************************ are working directly with this client about her issues.  It appears that there were miscommunications and raised emotions by both parties and they are fixable.  Once we resolve these issues, we will reach back out to the BBB to close this complaint.

   

  *******************************

  General Manager

  Family Trucks and Vans

  Customer response

  02/15/2023

   
  Complaint: 19406440
  
  I am rejecting this response because:

   

  ****,
  
  First of all thank you to reaching us today, after we submitted and formal complaint to the BBB, to talk about the unacceptable situation happened yesterday at the Family Trucks and *********** from your staff.
  
  When I was there your sales manager it was redoing a contract and changing the original conditions and I called my  husband and to recall I was there because your sales person said we need to go to the office urgently to sign a new papers.
  
  1.- In your first call today you said as a policy and slogan everybody leave the lot with the credit fully approved and after paid the down payment you leave driving the car. And that was we supposedly do.
  
  2.- We as immigrants family living in this country for many years we always respect every person who live in this country legally or not from other race or ethnicity and we have zero tolerance to the bad manners or practices, bulling and threats from any person. And clearly that happened yesterday from your sales manager when he took the keys of the truck and put in his pocket and stated that now he is who set the way to do the thingsetc etc and he threatened my husband to sending to jail if he wants as my husband talked to you today, I feel under risk and very scared and I wont go never again to your car ************* and never be inside that office with these gangster attitude
  
  3.- I received a notification from BBB with your preliminary response and I would like to be clear about these issue. It was not miscommunications at all from our side and we didnt raise emotions. We feel totally threatened and at risk of staying longer trying to rescue our money or the vehicle.
  
  4.- In your second call for the day to my husband you said you are going back to the originals conditions so you fixed that but are asking for an additional banking statement that I can not even have yet. (So, I should understand now your statement about the credit was fully approved before we leave  is does not apply in this case, and I was notified 14 days after I purchased the truck.
  
  5.- As I submitted in my statement, your staff caused us an unforgettable damaged and threatened our integrity, as well losing a valuable time. How are you fixing or repairing these
  
  I am looking forward to hear from you or the owner ************** if he agrees with this attitudes and backup this type of behavior and attitudes to any current or future customer.
  
  In summary, I dont understand now where we are as of today. You ask for something I could have by this Saturday because it is out of my hands since it is a banking statements document (originally was requested per your sales person for an address verification)
  
  Please let me know what is your position to solve this situation and again I wont put my foot in the office because I am scared and feel unsafe and I dont want to be exposed again.
  
  Sincerely,
  
  *****************************

  Business response

  02/22/2023

  To Whom It May ******************************************** sold a vehicle to ******************************  Her husband ******** is the only one that I have personally spoke with.  As a matter of fact, we do not believe this correspondence is even coming from ******** but her husband.  Either way, when I attempted to help these clients find a solution to the financing issue because of the serious credit delinquencies and a bank statement that shows negative balances and multiple non sufficient fund charges, he/they called me a liar.  It is very difficult to help someone who attacks you personally thru a business transaction.  Therefore, we refunded all the clients money and did not charge them for the harm they caused our business.  I told the husband "I really do wish you the best".  Therefore, please close this complaint as we have cancelled this transaction and refunded all the customers monies given to us by the customer.

   

  *******************************

  General Manager

  Family Trucks and Vans

   

• Initial Complaint

  10/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased this car in May 2022 with Gap protection. We paid the car off in June 2022 and requested a refund of the *** policy via email and provided all the requested documentation. We did not receive a check or communication so we sent another email on 8/16 to **************************************** Finance Director, who stated this information had been forwarded and to expect a response. It is now October and know one has called, emailed or issued us our refund check

  Business response

  10/15/2022

  Hello *****,

   

  We have refunded your credit union ************* for the *** protection.  After speaking to ****** about your situation, he said he has communicated all the details with ***** and yourself via phone and email.  Please note that we are required to refund the leinholder first and any refunds due as they hold the note on the vehicle.  Therefore, we issued the refund to ************* and not directly to you.  You will need to reach out to ************* to see if you are eligible for any direct refunds. 

   

  Thanks,

   

  ***************************

  General Manager

   

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2010 **** F150 on April 2nd, 2022.Did not take vehicle home until April 4th, 2022, drove vehicle for 30 minutes when the check engine light turned on the motor started shaking.Notified the dealership, I went to auto part store to get vehicle scanned. Sent photos of trouble codes to sales associate email.Took vehicle to dealership mechanic on April 6th. Mechanic diagnosed vehicle, the mechanic let the dealership know. The sales manager said they will speak with the owner to see what they would offer. The dealership also told mechanic to do more in depth diagnosis.The owner made an offer to pay $1K direct to mechanic to help with work OR pay me with a check in the amount of $1k.I told them I must discuss this with my fiance. While I took the day to discuss the options the mechanic spoke to the dealership letting them know the best and worst case scenario.The sales manager then told the mechanic to begin working on the vehicle and to go with the cheaper option of fixing the vehicle. Once I found this out they explained to me that this work is going to be done and if I want the more expensive option of work to be done I would have to pay the difference out of pocket. I could not afford this. After the work was done the mechanic let me know that the problem was not resolved. On April 18th I went in person and spoke with the Sales Manager and told him that now that they approved work to be done on the truck with out my consent or knowledge and it is still not fixed that I now want a full refund in the amount of $10,400.00 that we paid OR a trade in value on the vehicle of $10,400.00. The sales manager said that they would have to speak to the owner. This was all on April 18th and I have not heard back from the dealership.

  Business response

  04/25/2022

  To Whom It May ******************************************** spoke to our customer and worked out an arrangement that will satisfy both parties.  Its always a pleasure making sure our customers are satisfied.  Thanks.

   

  -*******************************

  General Manager

  Family Trucks and Vans

  ************

*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. ↩