ComplaintsforHeritage Valley Ford-Brooklyn

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle and the carfax clearly states no accidents There is overspray of paint all over and including the passenger rear running board I never noticed the paint on the running board seeing they are tucked under the truck when not in use and I never get in on the passenger side this was not done at the factory And the vehicle makes noise on the passenger side when driving

  

  Business response

  09/18/2024

  Customer came in and purchased vehicle at the ******** Location. Agreed to terms and financed the vehicle. Client wanted to pay taxes and reg fees directly to Mass,and we explained that it could not be done on a finance deal. We are obligated to perfect the lien on all finance contracts.
  
  Client wanted to transfer existing plates to reduce costs as he was selling his other vehicle privately. 
  
  Days later he called complaining of multiple issues. Stated he saw overspray and the vehicle had been in a collision. We explained that the vehicle had never been in a collision and the vehicle had a clean car fax. We did send the vehicle to get paint work done as the vehicle had 2 long and large scratches on the side. 
  
  Customer stated that the registration was messed up and that he was going to go and handle it directly at the **** I then agreed to cut him a check for $500 dollars for his lost time that day. We then sent a driver to ************* to hand him the check, and at that time the client signed a release that all has been handled to his satisfaction and that all was fine. 
  
  We have made good on all commitments and nothing more needs to be done. All paperwork is available if requested. 

  Customer response

  09/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

   

  After the purchase of the vehicle was when the damage was noticed 

  the carfax states there was no damage 

  as far as me wanting to transfer plates is a complete lie 

  I did get a check for $500 for my time lost of work to register the other vehicle that was canceled by there finance department in which my salesman told me they did wrong

  i put down $3602 and finance $39500

  I can see by this of course its the dealership you are backing so I should hire a legal attorney 

  its against the law period to sell a vehicle and not let the buyer no about it

  and they told me it was the owners vehicle that he traded in as it was registered in the state of Virginia 

  so they clearly new something happened to the vehicle 

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

  

  Business response

  09/20/2024

  Mr ********,

  As I mentioned in my previous response - there were two minor scratches on the passenger side of the vehicle that required a paint repair prior to sale. There was no accident to be reported because there was no accident. Just a few minor scratches.

  This vehicle was owned by a family member of mine, and I personally know everything that happened with this vehicle because it either happened in one of my shops or at my direction to take it to the dealer local to this family member in *********

  I hope this explanation quells your discomfort with the deal, you could not have bought a truck as well cared for as this one.

  **** *******

   

  Customer response

  09/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This is for the owner Jake D

  this is the first I ever heard that the truck was repainted, you wrote you told me in your previous response that is not true 

  Your gm told me it was from the factory and of course thats a lie. i tried to reach out to you I received your cell number I called and text you and you never answered or responded.

  it takes the better business bureau for you to acknowledge this.

  i was tipped off by someone in your ****** dealership who new of the truck as it was at the ******* location before 

   I was trying to get answers seeing ******** dealership was a waste of time but I did get your information and your gm told me he spoke to you about this issue in which you basically ignored.

  If I new it was repainted I certainly would never of bought it 

  its your responsibility to let the customer no of any damage or repair that was done on the vehicle 

  the first thing I asked when I saw the truck was any damage or accidents or anything I should know about before i even look at it

  i was told it was in perfect condition and no issues or damage ever and a lie

   

  so at the end of the day i got taken but this will be made public 

  thanks for finally letting me know that it was damaged your lack of honesty serves you well

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bolts left out after oil change result in damage to splash shield. PDF of complaint details is attached "BBB Complaint_No Names.pdf".

  

  Business response

  03/21/2024

  As we explained to ******************** when he was in the store, the oil change in question was eight months prior to the incivdent and 2500 miles ago. I understand this vehicle doesn't travel very far, but if my technician had not properly secured the tray, it would have fallen off within weeks. We see it happen all the time as soon as the vehicle goes through a puddle. If we could be reasonable held responsible for this we absolutley 100% would have covered the replacement or repair. To come back to the store eight months after the initial visit and expect us to take care of an issue that is not our fault is not reasonable. Additionally, to act in such an inappropriate and aggressive way to the staff when he did not get his desired result is not appreciated.

  I have attached the original invoice to show the dates to better explain our position. We feel our offer to install the tray for free as long as ******************** purchases the part is more than fair, and will stand behind this offer if he would like to take advantage of it. We will accept cash or check only.

  Customer response

  03/23/2024

   
  Complaint: ********
  I am rejecting this response because: I do not expect Mr. Jake************* to change his mind. I spoke with him on the day of the incident. All facts are noted in my statement. My complaint still stands. It will serve as a warning to others to at least check their vehicles well after any service has been preformed by the Heritage Valley service department.  Those who read this complaint can make up their own mind. I know who works on my vehicles. I know what is done and when it is done. I have better things to do than devise some scheme to get a free splash shield.

  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. ↩