ComplaintsforMike Maroone Ford Longmont

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased a used vehicle in May of this year and was told the vehicle was fully inspected and had no issues. Subsequent third party inspections found otherwise and Maroone **** made no attempt at mediate and remedy.

  Business response

  07/25/2024

  Hello
  ****************** purchased a vehicle from us on 5-14-24. This was only after ****************** had a 3rd party inspector come to the dealership to drive, inspect, look under the hood and crawl under the vehicle to fully inspect the car to his own satisfaction. We were never made aware of any issues the 3rd party inspector had nor did ****************** decide to not move forward and purchase the vehicle at that time. ****************** decided to purchase the vehicle only after the inspection was approved by his 3rd party inspector. Moreover, once ****************** took delivery of the vehicle; we provide our guests 3 days and 150 miles to return the vehicle if they are unhappy with their purchase for whatever reason. 
  During our original inspection of the vehicle, we did over $1900 of work which included the following: ********** and filter change, Full inspection, replacement of cooler hose and coolant. 
  Almost 30 days after ****************** took delivery of the vehicle; he informed us that he had another inspection and wanted us to take a look. We supplied ****************** with a loaner while we inspected his vehicle. During our 2nd inspection, we did not find anything that would represent any major issues as ****************** is expressing. We also provided ****************** with a video from one of our technicians. The only other item we did locate was a leaking power steering pump. 

  Attached is a copy of our video for reference:

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

   

  As a show of good faith, we would be happy to offer ****************** the opportunity to bring the vehicle back into our store and we will fix the power steering pump leak that we found. 

  Thank you,

  Customer response

  07/27/2024

   
  Complaint: 21997980
  
  I am rejecting this response because: the power steering issue was not a primary concern upon secondary/impartial inspection after purchase. Furthermore - I have returned the vehicle to the sellers service center since purchasing (with great logistical effort to do so) so if the offer of repair was in good faith - I would expect it would have been handled at the time the vehicle was in the possession of the shop. 
  

  This is unacceptable and a further indication of the subpar service experience I received at Maroone **** Longmont. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my 2007 ****** Tacoma on May 12, 2022 for19,597.65. There was a manufacturer recall issued on the 2007 ****** Tacomas for their faulty frame. Mike Maroone Ford Longmont sold me this vehicle without performing the required replacement of the frame r even though it was rusting out. Ive now learned that it is unsafe to drive this vehicle. I still owe nearly $12,000 on the vehicle. Id like for them to take to the truck back and pay it off completely so I can start to look for another vehicle. I am in contact with a lawyer on this issue.

  Business response

  07/12/2024

  Hello

   

  We cant  find any associated sale under than name. Could it be under a different spelling or name? 

  Customer response

  07/13/2024

   
  Complaint: 21980059
  
  I am rejecting this response because: responding to their question.

  I bought the vehicle with my previous last name ******. The contract number is RA4036

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

  Business response

  07/24/2024

  Hello,

  Thank you for reaching out to us. We do not see an open recall on your vehicle. According to the recent carfax report pulled on 7/18/24 and recall inspection we pulled with the ***** on 7/24/24, the reports do not show any open recalls or damage reported on the carfax. 

  We would be happy to help the guest trade out of the Tacoma and look to see if we can find a vehicle within our dealer group that would fit her needs. 

  Customer response

  07/26/2024

   
  Complaint: 21980059
  
  I am rejecting this response because: all of the research I have done states that at the time of the purchase (May 12, 2022) there was an active recall on my truck due to the rusted frame that Mike Maroone Ford Longmont did not perform. Therefore, they sold me a dangerous vehicle and completely took advantage of my little car buying knowledge. Not to mention the truck was not worth $19,000 (worth more like $7,000), so they completely took advantage of my situation. 
  
  Sincerely,
  
  ********************************* (formerly ******)

  Business response

  07/31/2024

  Hello,

  We are very sorry hear that you are not satisfied with your purchase. We would like to help trade you out of your ****** and into something else that will fit in your budget. We do have over 300 pre-owned vehicles in our dealer group to choose from. 

  We have attached multiple items for you to review. We have attached the current ***** report and current carfax report. As you can see there are no open recalls on your car. We fail to see, anywhere we search, to find any open recalls on your ******. Even if there were to be an open recall at the time of purchase, and it wasn't repaired (as you claim), it would still be on the ***** report and carfax report as an open recall. There are no open recalls on your vehicle, that we can see at this time. 

  Attached you will also find the inspection we did on your vehicle prior to purchase. As you can also see, we did not find any frame issues at that time. 

  Your amount financed on your vehicle, at the time of purchase, was the $19597 as you mention. This does include $2100 in tax and fees. The purchase price on your ****** at that time was only $16903. 

  Please contact us to see how we might be able to help trade you out of your current vehicle and into a new one. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a F150 from the dealership, considered a pre-owned because it had 3000 miles on it. I also purchased a platnium warranty up to 100k miles. ***** had an intermittent downshifting issue that started roughly 92k , the begining of 2023. I got worse but still very intermittent. I researched if there was a known problem with the 10 speed transmission. I foune Technical serve bulletin 22-2428 dated May 26,2023. Around September of 2023 the issues was getting slightly worse and i figured it needed to be checked out by ****. I called the dealer and the lady that answered the phone said to not bring it there, bring it to a closer dealer. The guy who recommended the dealer to me when I bought it told me to contact ************************* in the service ***** So i called , the phone system has an option to leave a message or text. I left several voice mails with no response.I text him the first time ****** 17 ***** am.left a message issue with truck. Again Nov 20 9.53 am Nov 27 7.57 am Dec 4 8.11 am. Finally got a message Dec 22 2.45 pm Got a nother phone # from him. He asked if the truck was still acting up. Sent him vin plate per his req. He asked if I was over the 100k miles now. I responded I was at *******. He asked for a pic of the odometer and said it was probably the *** drum. That is the same part mentioned in the *** letter. He said he would contact the warranty company and get back with me. He got back to me (have all this on text messages) Told me there was nothing he could do because I was over 100k. I tried to explain that I wasn't when I first contacted him. This has gone on to the last text I sent June 18 1.03 pm. No response. Contacted ******************* the service manager. 2 voice mails and text Jan 18 and Jan 19 and no response. Was told since there was no work order written they couldn't do anything. But there would have if **** had responded. They know there is an issue with the trans and failed to respond and or get a work order written. More info no space

  Business response

  07/12/2024

   

  Please note that during this response all of the paragraphs in "quote" are ************** conversations that are stored in our communication software.
  
  
  ************ did attempt to contact Mike Maroone Ford Longmont on 11/17/2023 3 times before a response. He also stated on 11/17/2023 at 11:42 am that he was very close to the 100k **** where his warranty would expire.
  
  
  "Hey ***************************** told me to give you a shout about my F150 we bought from ***** a few years back. The transmission is randomly downshifting and kinda hard and I'm not sure why. Should still be under warranty but getting close to the ******* **** last eight of my vin# VZB71437. Thanks"
  fri,11/17/23 11:42 am
  
  
  By this point *********** was aware that **** was on holiday.
  
  
  "I hope you had a nice holiday, any chance you could contact me today that would be good. I know you're busy after vacation. Running out of miles though"
  mon,11/27/23 7:57 am
  
  
  
  On 12/22/2023 ************ did speak with a different service advisor and was not happy with the communication. He also states that where he resides has poor phone service at times.
  
  
  "Ive sent quite a few messages are you getting any of them? Im in encampment wyo and service is sometimes sketchy. I did talk to someone there and wasnt real pleased. Youve done takin care of ******************* so thought ya might help. Let me know if ya received this meat"
  fri,12/22/23 2:52 pm
  
  ************ also explains that he lives in another state, far from Mike Maroone Ford Longmont. (5 dealerships between his residence and our facility)
  
  "No I live here. Needed some possible warranty work but the lady my wife talked to said not to bring it there. We bought the truck from ***** . Moved up here and don't want to take it to ************. But since then we broke 100k and not sure y'all would cover it now. We had bought an extended plan with the truck."
  fri,12/22/23 3:07 pm
  
  
  By this point ************ has knowingly exceeded the mileage of his contract, and at no point did ************ attempt to stop driving the vehicle or contact another store that is closer to his residence.  The extended service contract is valid at any store in the U.S. and his problem could have been resolved. ************ lives 200 miles from Mike Maroone Ford Longmont and has had no service history with the dealership since the purchase made in 2019.
  
  
  
  Thank you for your time
  *******************
  Service Manager
  Mike Maroone Ford Longmont

  Customer response

  07/24/2024

  In regards to the response from *******************:
  Where I choose to have my truck serviced should have no relevance to the fact that it took the service writer over a month to respond to my messages and texts. Yes, it is true I was approaching the 100,000-mile **** on my truck. Unfortunately, I don't have the luxury of just parking my truck. If you were to look at the picture sent to **** at 4.31 pm Friday December 22nd the truck had *********. That was approximately 31 days from the first text I sent. That's not including the three phone messages left prior to the texts. I bought the truck from **** Maroone dealership along with a platinum warranty. I am not asking for anything I either didn't pay for or wasn't entitled to.  ****************** and its dealerships are all aware of the safety concerns with the faulty CDF drum and the intermittent and unsafe downshifting related  to it. I am fully aware of the *** letters involved in the faulty part in the transmission. Even with that knowledge still the service writer never tried to schedule an appointment regardless of warranty or not to address the safety concerns.

  Business response

  08/02/2024

  Hello,

  Where you have your vehicle serviced is entirely up to you. We see that you live over 200 miles away from us. ***** are over 5 **** dealerships between you and us. ***** are multiple other independent mechanics including (6) AAMCO Transmissions locations between Longmont and you. ***** are over 11 separate locations you had the opportunity to take the car to. All of these places would have honored the warranty you had on the car. Why not take it there, or even attempt to take it there, when you were having problems getting hold of **** at our store. You knew, prior to 100k miles, you were having issues. Why didn't you just drive to a service station and drop it off?  You claim that when you first contacted us the vehicle had ****** miles on it. You had 700 more miles to take it elsewhere for services. Almost 2-3 weeks of driving you would have had to take it to your local dealer. 

  I am sorry you are over your warranty mileage at this point. ***********, you recognized that that you were having issues with your vehicle prior to it hitting 100k miles. You did, however, continue driving it and made the decision to do so. You also made the decision to not just drive it to your local dealer or mechanic (11 to choose from near you) prior to your vehicle reaching 100k miles. ***** is zero service history with us since you bought from us. The only service history we see on the car fax is services you did at ********************** at 43k miles and nothing else has been reported until the service performed at ************ with mileage of 106k. 

  We would be happy to provide a discount on the service, however, we are not responsible for you driving your car over the allotted warranty mileage. 

  Customer response

  08/03/2024

   
  Complaint: 21972162
  
  I am rejecting this response because: There are several reasons for my rejecting the dealerships response. #1 and most importantly they fail to accept any responsibility for the irresponsible behavior of their service writer. Only try and place all the blame on me. 31 days to respond to voice mail and text message? Fact is, I attempted to call three other dealerships. (the complaint form doesn't allow enough space ) I called Laramie range **** six times and left messages. No call back. **************** didn't answer their phone. ************************* wanted to tear the transmission down without diagnostics first. The part **** and ***** fail to realize I worked for a dealership for 18 years. Well aware of how the process works. They are correct they do not have any service records for the truck. I haven't needed to have it serviced since the valve body and programming on the transmission at ****** miles. I have been a mechanic for over thirty years on Class 8 all the way down to ATVs. #2 **** and the dealership know there are safety concerns involving the erratic and unsafe downshifting due to the faulty CDF drum installed in them. The fact that a dealership doesn't take the safety of their customers more serious is unacceptable. During my time as a school bus inspector for the dealership and the ******************* of ********** safety was the main concern of the product we sold and the safety of those who rode on them. **** and the dealership are ignoring the fact they have thousands of these faulty transmissions on the road. So next you will say, if it's so unsafe why am I still driving it. I don't have the option of just parking the truck, (that is the reason I didn't just leave it at a dealership to let it sit six weeks. That's the main reason I was trying to get an appointment. I have however learned to drive the truck is such a way it doesn't just randomly downshift. #3 I have learned it is not only the dealership that is ignoring the concerns of the safety issues of the transmission. The call center fails to acknowledge the issue, ****'s customer affairs fail to acknowledge there's an issue. There are two TSB letters addressing the issue and pending class action lawsuits regarding it. I don't believe it would be a stretch to say that the slow response time allowing the warranty to expire to further deny  a very real safety concern for the public due to a faulty product. #4 I fully accept the fact that I waited possibly to long to get the truck tended to. Truth is if **** had made even the slightest attempt to get the truck in I would have loaded it on a trailer and had it there the next day. The dealers that didn't respond aren't dealers i want tending to a truck that my wife drives. A dealership that doesn't follow protocol isn't likely to follow proper repair procedures. Not a dealer I want working on a truck my wife drives. So I went to the dealership I thought would have the best service. (came recommended by a loyal customer and ***** did a great job when we bought it.) I bought the truck there, bought the warranty there, thought I would give them a chance. Lastly i will reiterate I am not asking for anything I didn't pay for or was intitled to.

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

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****************** claims they test drive my truck, however milage on my vehicle hasn't changed. They are lying about diagnostics that they've performed which can lead to big problems later four my vehicle. They claim to abide by Fords guaranteed services and inspections for vehicles but they do not.

  Business response

  04/02/2024

  **************** first came to the dealership on 5/26/2023 with a concern about a vibration while driving. It was tested and noted by the technician that the lane control was on and causes a vibration in the steering wheel when the vehicle approaches either side of the lane. This is an active system that is a safety feature. The technician also noted that the tires were in bad condition, also causing noise and vibration. **************** declined repairs. 
  
  On 1/31/2024 **************** came to the dealership with ***** miles and stated there was a vibration when accelerating. It was found to be a TSB for a driveshaft concern. This TSB 23-2251 was performed at no cost to **************** as the vehicle was still under powertrain warranty.
  
  **************** returned to the dealership on 2/07/2024 at ***** miles for an alignment. No other concerns at that time.
  
  **************** again returned to the dealership on 2/28/2024 with a complaint of a rough ride. The technician test drove the vehicle a short distance and was able to duplicate the customer concern. At the time of diagnosis it was determined that Mr. ******* **** Ranger had a rear shock that had blown out and front shocks that were getting weak. This causes the vehicle suspension to not perform correctly. **************** was again provided an estimate for repairs to replace the shocks front and rear to correct his concern. **************** declined the repairs. It is also noted that **************** was quoted $179.00 for diagnosis and was not charged. The dealership absorbed the diagnosis expense for the guest. 
  
  **************** returned on 3/22/24 at ***** miles for an oil change and tire rotation.  There is no notation of any concerns at that time.
  
  We have worked with **************** and addressed multiple concerns at our own expense. Each time the vehicle has been looked at, test driven the needed distance to verify a concern, and either a quote given for needed repairs that were not covered by warranty, or warrantable repairs were performed. 
  
  
  *******************
  Service Manager
  **** Maroone 
  
  

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rarely have I felt so disgusted with, cheated by and steamrolled over by a business. **** my company van needed a new transmission, I immediately thought 'take it to the **** dealership' -- they'll use factory certified parts installed by certified mechanics and be backed with a full warranty....WRONG! The transmission completely failed in under 11 months ('warranty' was for 3 years); I had it towed back to the dealership where it sat for another month and a half. They told me their 'warranty' only covered the transmission and they told me I would have to pay them again to re-install the replacement (another $1,600). I picked it up and within the first few days noticed that the replacement transmission was already 'slipping' and revving up high before changing into gears; the fuel mileage dropped immediately from 412 miles a tankful (14 gallons) to less than 300 miles a tankful! I lost over 25% fuel mileage! I took it back - they called me week later and told me that their mechanics noted the 'slipping' between gears and the high rev up before shifting into gear but that there was nothing else they could do because it was up to the company they bought the transmission from and they wouldn't pay to fix it. They said I would have to pay them more money to 'diagnose' the problem because they said it wasn't related to the transmission; it was the only work that was done to my van - before I took it to them, 412 miles, after I got it back, less than 300 miles. **** I tried to discuss it with them, they simply got upset and shut down the conversation by talking fast and not giving me a chance to respond (they just talked over me while I tried to get a word in). Two 'bad' transmissions in a row and they refused to do anything more when clearly it is defective. My van is now unusable for business because of this - they refused to do anything more and 'pushed me out the door'. I paid almost $9,000 directly for the transmission work - over $2,300 for a rental car.

  Business response

  01/26/2024

  ******************************* visited **** Maroone **** originally in November of 2022 when he was experiencing a transmission failure with is 2014 Transit Cargo Van.  **** Maroone **** confirmed that the transmission would not go into gear and the transmission fluid was burnt and multiple internal components of his transmission had failed.  At that time in November of 2022 **** Motor Company did not have any transmissions available due to supply chain issues related to the covid pandemic.  The transmission required for Mr. ********* vehicle was on backorder and unavailable with no stated release date.  Because ******************* uses this vehicle for work and did not want to wait for a transmission from **** Motor Company, he authorized our agents to procure an aftermarket transmission from a 3rd party supplier.   After inquiring with several transmission rebuilders, we located a supplier in Virginia by the name of **************.
  ******************** was made aware verbally and in writing that all warranties are those made by the manufacturer (**************) and not of **** Maroone ****. 
  In November of 2023 ******************** experienced a transmission failure with the ************** transmission. **** Maroone **** filed a warranty claim on Mr. ********* transmission and performed another transmission replacement according to Go Powertrains warranty.  **** Maroone **** offered a free rental car at our expense to help accommodate ******************** while his vehicle was down for repairs. 
  Shortly after the installation of the second transmission ******************* returned his 2014 cargo van stated he was experiencing some erratic shifting.  A certified transmission technician test drove the cargo van and performed a full diagnosis.  No failure was observed, and no diagnostic trouble codes were present in the transmission control module.   A harder than usual shift was noticed on the test drive, however, that is expected during the first few hundred miles a newly installed transmission.  **** Motor Company states that this adaptive shifting strategy may take up to 500 miles after a new transmission is installed to normalize and learn the driving habits of the operator.  **** Maroone **** for a good measure and to be thorough, performed another Transmission Control module relearn procedure to attempt to smooth out the shifting on behalf of the customer.  ************** test drove Mr. ********* vehicle and did not experience any defects while operating the vehicle.  The issue ******************** is describing in his complaint was not verified by ************** and his van operated normally during our last test.
  ******************** insisted that we replace the transmission again.  We informed ******************** that we are subject to the warranty that ************** has and we currently do not have any failure active with the transmission. And until a clearly diagnosable failure is discovered with the current transmission,************** will not authorize the replacement of another transmission under their warranty.
  **** Maroone **** has offered to work with ******************** by offering free diagnostics and a free rental car as a show of good faith.  These are not services covered by ************** and are being provided at the cost of **** Maroone ****.  Currently, ******************** is not taking our offer to work on his vehicle and has instead elected to post patently false reviews online and start a BBB complaint taking the position that we are unwilling to help. 
  ******************** has been provided a full warranty declaration statement from ************** and the original invoice showing his proof of purchase of said transmission.  ******************** has been informed that he can execute his warranty with any other certified transmission shop of his choosing.  Since he is unwilling to work with **** Maroone **** in a professional manner.  

  Customer response

  01/28/2024

   
  Complaint: 21173853
  
  I am rejecting this response because:

    They have misstated some pertinent details of our interaction.  First, after I picked up my vehicle after the second transmission was installed they did not say anything about driving the vehicle for up to 500 miles to 'normalize and learn the driving habits of the operator' -- this is the first time this fact has been mentioned to me.  Their service consultant (*************************) told me that their mechanics had verified what I had said about the transmission not operating smoothly (slipping, revving high, etc.), but they said that they had done everything that they could and there was nothing else to be done because there weren't getting any 'diagnostic codes' signaling a failure.  I did not demand that they replace the transmission again, but I asked why they could not do anything to fix the stated problems I was having.  They again said that they had done everything they could do and instructed me to pick up my vehicle.  When I tried to ask their service consultant for details, he got very upset and accused me of telling them 'they weren't doing their job' -- I did not say that at all.  So, I asked to speak with their service manager.  A few hours later, I received a text then a call from an ******************  When I tried to speak with ************** he talked fast and constant and wouldn't give me a chance to speak - he would just keep talking over me and ignore me.  When I did get a word in, he immediately dismissed my legitimate concerns and said that they had done everything they could do and wouldn't do anything more -- he completely shut down the conversation and wouldn't hear anything more from me.  I was again instructed to come pick up my vehicle, which I did an hour later.  Feeling at a loss of what I could do, I then filed a complaint with the BBB the following day.  Three days after that, I received a text from ************** asking me if the problem was still persisting - I responded that it was and he texted me to bring it back in for a scheduled appointment and they would have their mechanics 'test it' again.  I responded yes and asked when I could bring it back only to get a response a day later saying that because I filed a complaint with the BBB that they would not do anything else with my transmission.  I have this in writing (text) from *****************; his 'management style' was to bully and steamroll over me with denials.  They kept stating that without this 'diagnostic code' they would do nothing else.  I did not reject their offer to bring it back in - ************* refused to schedule another appointment for my van because I had filed with the BBB (this is in writing from **************).

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

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a 2018 Ram **** in sept/october 2023. Sales rep was very nice but by the time it got to finance ******************* was pushy and dishonest. I went over the car fax report w him, but had questions on the service report. I was out of state and purchasing the truck outright and wanted to make sure everything was accurate before signing any e docs. He basically lied to me about items on the service report and convinced me to buy the extended warranty and service contract. I figured to cover myself just in case, so I bought it.i have all communications I had with them at the time I was told that things were in much better shape than they were and feel deceived being that I was purchasing out of state. I asked about an *** seap that was on the report and was told thats normal and its not leaking or they wouldnt fixed it by ****. Theres *** all over my brand new driveway, and blowback *** all underneath the engine and truck and has been in the shop 4-5 times for problems since I got it a few months ago. I have not even put **** miles on the vehicle, and half of those miles were put on by the dealership having one of their people drive it down to me from ******. I was told it would be transported and delivered. The day my truck arrived at 6pm, the driver jumped out, handed me the keys and said I have some bad news. Your almost completely out of gas. Hope theres a station nearby. They drove my truck putting wear and tear, dropped it off with low Def fluid and zero gas, and the truck was covered in bugs and was filthy. I called the next day and couldnt get a hold of anyone that worked w me on the deal. Several days later after requesting to talk to management, I get a call from a random person saying they will mail me $200 for fuel and def. Now my truck is back and forth to dodge dealer several times and Im having electrical problems on top of it. Im also being told that the warranty they sold me will not cover a lot of the items that are needing repairs.

  Business response

  01/17/2024

  Hello

   

  Sorry to hear you are experiencing mechanical issues with your vehicle. According to our records you have a premium care **** warranty. Do you have a claim number and case with **** regarding the issues you are saying the warranty will not cover? 

  Customer response

  01/17/2024

   
  Complaint: 21155771
  
  I am rejecting this response because:

  the truck is at *************************. They called/contacted **** warranty. This is the 4th time I have taken it to the dodge dealer. They are located on Lomas and the truck is still there. They provided me no such claim number. You can reach out them to get what necessary info you need. I dont have time to go back and forth w you as well as the dealer. Better yet, refund my money and come pick up the truck you sold me!
  
  Sincerely,
  
  ***************************

  Customer response

  01/22/2024

  I still have not heard back from Longmont. I asked the dealer that my truck was at for over a week to reach out to them. They did without success. I also left messages for a manager named *** and received o call back. At the very least, I would like for them to pay for the repairs in which they were dishonest about, refund my money for the warranty that is of no benefit, and or come pick up the truck and refund my money.

  Business response

  02/01/2024

  Hello,

  We would be happy to cancel the warranty for you. Please send a formal request via email with a copy of the current mileage to ****************************************

  This vehicle was purchased over 4 ago and we are unable to provide a flat cancel on your truck, we can however, provide a current trade value based on today's market pricing and conditions. This current trade in value can be used towards the purchase of another vehicle we have on our lot. 

  Thank you, 

   

  Customer response

  02/01/2024

   
  Complaint: 21155771
  
  I am rejecting this response because:

  I called and spoke with ****** before while he was on staff regarding this. Immediately after purchasing the vehicle from you and you all have been dragging this out 4 months. I havent even put **** miles on it, and most of those miles were put on by your dealership without my approval. I was told it would be transported/delivered. Not DRIVEN! Putting wear and tear, miles, rock chips and dropping it off with no gas or diff fluid was unacceptable! Then I was lied to about the service report via *******************. Ill agree to getting refund on the warranty if you agree to doing the necessary repairs that shouldve been taken care of prior to you selling me the vehicle!

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

  Business response

  02/07/2024

  Hello,

   

  If you would like us to cancel your warranty, we would be happy to do so. Please send a written request and email to :

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

   

  Customer response

  02/07/2024

   
  Complaint: 21155771
  
  I am rejecting this response because: I want the necessary repairs completed that I told were done PRIOR to me buying the truck! I shouldnt have to use the warranty I purchased. This shouldve been taken care of! I was told there was no leaks and theres a large leak! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle from **** Maroone **** on 10-23-2023. During the process of signing papers, I was told that two papers I signed were for (1) a battery protection warranty, and (2) a ************** agreement. This signing was done on an electronic device which did not display the agreement but only allowed a signature and I was not informed prior to signing that each of these items were voluntary by me .I was merely told informed as to the title of each item. It was only upon going over the paperwork at my residence that I noticed the two items did not require my signature. I have contacted the dealer several times to rectify this situation. I have spoken to an individual named ****** who referred me to *********************** (the dealer representative that did my paperwork), but ****************** has not answered his phone so I have left several messages on hid voicemail requesting him to return my call. Since I was not informed prior to signing each item that each was voluntary, I consider this a deceptive trade practice and would like to have my funds returned.

  Business response

  11/24/2023

  Hello
  

  We apologize for any inconvenience. I would be more than happy to cancel this for you. Please provide your email address and we will get this taken care of for you. 
  

  Thank you! 
  

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

  GM

  Customer response

  12/01/2023

  Please fully explain what "cancel this for you" means as I do not understand.

  Customer response

  12/11/2023

  I sent a response to ***************** on November 29 asking for clarification on the term "cancel this item". As of today, December 11, I have not received a response. Please advise how to proceed. 

  Thanks, *********************

  Business response

  12/11/2023

  Hello *****************,

   

  What we can do is cancel the registration for each of those products (lojack and forever start). By doing so, we will supply to you a refund for each one. Please let us know if this is something you would like to do. 

  Thank you,

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

  Customer response

  12/12/2023

   
  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. Please have the business contact me at ************ to arrange details for payment.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I continue receiving letters in the mail from this company asking to buy my vehicle. I have called, I have reported to the BBB several times.... yet these keep on coming.

  Business response

  10/05/2023

  Hello,

   

  We deeply apologize for this inconvenience and thank you for providing the mail piece associated with your concern. We have made sure the address has been removed from all of our internal DMS and CRM systems previously. 

  In addition, I have contacted the mail company and requested the removal of the same information from their systems. Please let us know if you continue to receive any more campaigns. 

   

  Regards,

   

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

  Customer response

  10/05/2023

   
  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

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This **** dealership continues to send me their "junk" mail asking to buy my vehicle.

  Business response

  08/21/2023

  Hello,

  We are terribly sorry for any inconvenience. We have removed your information from our CRM system accordingly. 

  Thank you, 

   

  Pat

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my 2020 **** Explorer Platinum from ******************************* in November of 2021 for $53,000, the car had about 17K miles on it. The sales process was seemingly smooth, but I have had SEVERAL electrical issues with this car since I bought it. I have had the backup camera replaced three times, and it is still giving me a blue screen when I put it in reverse, the parking sensors are faulty as the car has randomly stopped with a huge jerk both in reverse and moving forward with nothing in the way, which is a HUGE safety concern, (service manager told me I need to wipe off the sensors and I should be good to go, did NOT solve the issue) and now my power liftgate will not open at all with the button on the liftgate, button in the car, or button on my key. I have had this car in for service more than I have had it in my garage, and ******************************* is willing to do NOTHING about it besides allow me to trade it in for 20K less than I paid for it due to "change in inventory and market value". I had decent experiences with service the first few times I brought it in, until I caught the service manager lying to me about what he did to my car (I have texts to prove it) and since I called him out on the lie, he has ghosted me and will not respond to my calls or texts or requests for service. I have since started taking it for service to another local **** dealership, and will be trading it in ASAP.

  Business response

  04/17/2023

  Hello,

  Based on our records this vehicle was brought into the dealership in June 2022. The guest spoke of electrical issues along with the backup camera not working. At that time, we replaced and installed the backup camera and covered the costs. We have not seen the vehicle back in our service department since August 2022. At that time, the vehicle came in for an oil change. 

  We would be happy to address any other questions or concerns the guest has about their vehicle. 

   

  Thank you,

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

  GM

  Customer response

  04/17/2023

   
  Complaint: 18715224
  
  I am rejecting this response because:
  The vehicle has been in for service several more times than what was indicated by the business. The business did not offer a resolution. 
  
  Sincerely,
  ***************************

  Customer response

  04/19/2023

  I have traded the vehicle in but received a significantly low offer for my trade because of the electrical issues the car was having. **** recently issued a recall for these issues. I would like to be compensated for being sold a car with so many issues. 

  Business response

  04/21/2023

  Hello,

  We completely understand your frustrations with the recall issues on your ***** Any recall on a **** product can and will be fixed free of charge. There should be no reason why a lower trade value would be given by another dealer for something that would be fixed free of charge. 

  We hope you enjoy your new vehicle. 

   

  Regards,

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

  Customer response

  04/21/2023

   
  Complaint: 18715224
  
  I am rejecting this response because: I traded in my car and received a low trade value because of several issues with the vehicle BEFORE the recall was called.
  
  Sincerely,
  
  ***************************

*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. ↩