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:03/04/2025

  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.

  I paid my vehicle off early October 22, 2024. I called Ferman **** for a refund 1/3/2024 in the difference of gap insurance since I paid the vehicle off they told me I would be getting $502. I called back on January 16 after I hadnt received any money for two weeks, they told me it took 2 1/2 months. I called back on February 27 and was told that its too late. My account has reached term.

  Business Response

  Date: 03/06/2025

  Upon speaking to *** ******, it was found that a cancellation form was never filled out and processed. We have contacted *** ****** and requested her payoff letter from the bank so the proper cancellation form can be completed and submitted for processing. 

• Initial Complaint

  Date:02/17/2025

  Type:Sales and Advertising 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.

  This business has a ***** colorado listed for sale with photos, a carfax, vehicle description, and a price. When I called they told me vehicle is not for sale because it hasn't been inspected. I asked then why do you have listed for sake? Their response was it is for sale. I answered it is not for sale because you said you don't sell vehicles that have not been inspected. They said yes It has not been inspected we don't sell it. I said but you have it listed for sale on the internet. The manager said I'm not going to argue with you and hung up. I called back and a woman employee said we don't sell vehicles that have not been inspected. I said then why do you have it for sale. She said I can buy it without an inspection. So they contradict themselves and they are willing to sell a possibly unsafe vehicle to a customer without a safety inspection. This dealership is untruthful and possibly selling unsafe vehicles to customers

  Business Response

  Date: 02/18/2025

  Thank you for reaching out regarding the ***** Colorado. We want to clarify that the vehicle is for sale and has passed all necessary inspections.
  
  Additionally, we communicated with Mr. **** via text, informing him that the vehicle was available for viewing and ready for sale. We apologize for any misunderstanding and appreciate your interest. Please let us know if you'd like to schedule a time to see the vehicle.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22948528
  
  I am rejecting this response because: Now they say the vehicle is for sale and passed inspection. It was for sale 2 days ago and had not passed inspection. 2 days ago when they listed it for sale. They admit they were willing to sell a vehicle to customers that may not have been safe to drive. So, they are willing to allow customers to buy a potentially unsafe vehicle and they are fine with that. They called me on the phone because they were concerned about my BBB report and tried to get me to change it. I will not change it. It is 100% true and they admitted to it. 
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 02/20/2025

  Our vehicles undergo multiple inspection processes. The first inspection determines whether the vehicle will be sold as retail or wholesale. This vehicle had already passed our initial inspection. Next, we conduct a more comprehensive second inspection. This inspection was underway when you inquired about the vehicle. This process typically takes 2-3 days to address any necessary adjustments before the vehicle is ready for delivery to a guest. 

• Initial Complaint

  Date:02/04/2025

  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.

  On January 31, 2025, we paid Ferman **** $421.05 for a diagnostic test and for a couple of filters for our 2018 **** F-150 pickup truck. Our bumper to bumper warranty expired in late October and within two weeks, we noticed a rattling noise and it started to idle roughly. We went to several dealerships to inquire about what the issue could be and most of them said it sounded like the Cam phasers. The salesman at the dealership in *********, **, where we purchased the vehicle told us that the eco boost engines run that way and it was nothing to worry about. We took it to Ferman **** for the diagnostic test and paid $220 for that. They quoted us $5275.54 for the repair; however, approximately $1000 is for air filters and some fees we had done already. The cam phasers are a well known issue with ****. We are requesting that our warranty covers the cost of the repair.

  Business Response

  Date: 02/05/2025

  Ferman **** has only had the opportunity to inspect this vehicle on one occasion, RO ********. The vehicle came in with a rattling noise upon start up. Our technician verified the concern, and we recommended TSB ******* to resolve cam phaser rattle. Guest declined and paid diagnosis. Vehicle is a 2018 with 97k miles.  Upon review of the stated compliant and guest desire to have **** cover the repair, we would have to submit an after-warranty assistance request. We have left a voicemail with the guest following this compliant in an attempt to work with them on getting the vehicle repaired. The guest has not yet responded. The vehicle is 37k miles beyond the powertrain warranty. We are willing to contact **** on behalf of the guest, but due to milage and age of the vehicle there may not be participation from ******************, leaving the guest responsible for the repair.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2023 ***** from this dealer and after signing all of the paperwork they brought the car back to detail where they crashed my car. they said they would fix it. i agreed to have it fixed as the damaged was not major but more cosmetic. the car has a wrap on it and the bumper had to be replaced and painted and then rewrapped. they have now tried to wrap the bumper twice and both times it looks horrible. this is unacceptable. now i have been with out my car for more then 40 days as well and now it seems to be even longer.

  Business Response

  Date: 12/09/2024

  Ferman **** Sublet the repair to the Tesla to get the *** film replaced guest is not happy with the seams of the ***. Ferman **** will purchase the *** and give to guest and agree to pay install of *** up to $600 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22606851
  
  I am rejecting this response because:

  That does not cover the cost to have the repair done. I have attached the invoice for the repair. i was also unable to use my car for 50 days i have attached an invoice for that as well based on the car payment. I will only except ******* to resolve this issue. If you cannot accept I already have my lawsuit ready to file. 

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

  Business Response

  Date: 01/14/2025

  Ferman **** agrees to settle this matter and pay the invoice for CoaterZ in the amount of $1617.00. Prior to delivery we have 3 photos of your vehicle not showing the any damage. Again we apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22606851
  
  I am rejecting this response because: you crashed my car and I was without my car for 50 days that can be proven in court furthermore I have text messages from Robo ****** your guest relationship manager agreeing to be invoiced for me being with out my car. Again I am more then ready to go to court where you will incur more fees. I will also file a claim with your insurance company to have the car repaired as well. So you can settle now or these are my actions that will be coming. PLEASE do not forget you are the ones that wrecked my car and didn't tell about it till after the paperwork was done. I will be filing my case next week on Thursday at noon if there is no reply by then, and reaching out to your insurance company to file a claim with them for my damages. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/21/2025

  Mr. *****,

   

  Thank you for bringing your concerns regarding your 2023 Tesla repairs to our attention. At Ferman ****, we are committed to providing the best possible service to all our guests, and we take every issue seriously.
  
  After thoroughly reviewing your complaint, we believe we have made every reasonable effort and offer to address and resolve this matter with responsible accountability. We offered to assist you with transportation during repair attempts outside of our control. We have offered to pay the repair bill you provided us from ****************** #****, under good faith to resolve the cosmetic concerns with the film protectant on your front bumper totaling $1,617. Consider this our final offer to fully resolve the situation. 
  
  We value your business, and this is our final offer to resolve this matter. let us know if you need any further assistance in processing this payment.

   

  *** Murray 

  General Manager 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22606851
  

  At this time I am ending communication with your company. 

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

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ferman **** destroyed my **** Bronco during a test drive. My 2021 **** Bronco Sport, Outer Banks, is under manufacturer's warranty and was brought to Ferman **** on September 30th for a "charging system" light on the dashboard. On October 2nd, I received a call from Ferman ****'s Service Manager who informed that "a Ferman's technician was conducting a test drive and forgot to close the hood of my vehicle, causing some damage to the the car." Ferman's Service Manager offered to fix the vehicle at no cost to me and suggested "NOT to report the damage to CarFax." This is not acceptable to me, since my low mileage vehicle was like new, zero accidents, and this negligence has diminished the value of my car by thousands of dollars. Additionally, the suggestion of NOT reporting this damaged vehicle to CarFax sounds illegal. My husband and I went to Ferman **** to see the damage, and it wasn't "some damage," it was tremendous damage done all over the vehicle (see pictures). We made an appointment to meet with the General Manager *** ****** on October 7th at 9:00 am and not only did he NOT show up for the appointment, but he neglected to have his assistant call to cancel. It is October 15th, and I am yet to hear back from the General Manager. They have my vehicle at their shop and I have a loaner, which has become my only form of transportation since my husband and I lost our second vehicle due to flooding during Hurricane ******. I will NOT accept a used vehicle from Ferman ****, since I believe they have most likely "fixed it without reporting it to CarFax." My request is a replacement with a new **** Bronco Sport, Outer Banks, in an acceptable vehicle color to me, since Bronco is not manufacturing Area 51 color on Bronco Outer Banks any more.

  Business Response

  Date: 10/28/2024

  Ferman **** acknowledges the incident with the Bronco Sport occurred while in for service for warrantable concerns. The vehicle was damaged during a service road test. The photos present in the claim are of the vehicle disassembled in order to perform the repairs. Ferman **** Collision Center is repairing Penny's **** Bronco Sport to original manufacture specifications along with ensuring all of the warranty repairs are completed resolving all of the original concerns.  Ms. Penny Posso, has been in a loaner vehicle the duration of the repair prior to the incident occurring. On the day of the meeting Mr. ****** was called into an emergency response meeting regarding hurricane Milton that was projected to make a direct hit land fall on the *************** area. We shut business down on Monday evening and did not return to Operations for the public until Friday Oct 11th.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22423288
  
  I am rejecting this response because:

  My vehicle has lost thousands of dollars in value due to Ferman ****** negligence. All we are asking is a meeting with the general manager to discuss a fair value for my vehicle as a trade in. Fair value means that we are asking the amount we would typically pay for a 2021 Bronco Sport-Outer Banks with ******* miles at any dealership nationwide, in an accident-free condition;  dealer invoice price for a 2024 Bronco Sport Outer Banks (Stock number 24F929) with the hood protector and tinted windows, which my vehicle has, and we will accept the zero interest offer already provided to us by *** ******. 

  Sincerely,
  
  ***** ***** Verschuren

  Customer Answer

  Date: 11/08/2024

  This response was taken verbally by BBB:
  

   

  Better Business Bureau:
  
  I met with the ** yesterday and we were able to come to an agreeable resolution. I am in a new vehicle that I can feel safe in and we can now close out this complaint as resolved. 
  
  Sincerely,
  
  ***** ***** Verschuren

• Initial Complaint

  Date:05/24/2023

  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.

  I ordered a **** f150 lightning may 20, 2021. Ipaid $100 to **** motor Co |O n that date.On Jan ******* i was notified by **** it was going into production ******* 13 2023 and gave **** another $500 deposit. Both deposits were paid Vi s a credit card. On May 12 i notified Ferman i was cancelling my order.I was notified by email that day my deposit would be returned. **** told on May 2 4 ti would not be returned. I was informed to that by *************************. As per FI statue *******, **** never provided with a receipt of deposit stating the terms and conditions. On those grounds i believe i am owed my $600 deposit back

  Business Response

  Date: 05/24/2023

  **************, 

  I will start processing your request for the deposits placed on the Lightning you ordered.  We will mail check to address you provided at time of deposit, please expect in 4-6 weeks.  

  Thanks,

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

• Initial Complaint

  Date:05/08/2023

  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.

  FEB,27 2023 I went to the lot and filled out a application and I came back 2 days later was told to pay ***** down and it was around 630pm I signed one document via a little black box and when I asked about financing they said they got it and don't worry,when I tried to make contact with the dealership they have refused to speak to me,when I found out the lender I called them and promptly returned the vehicle because of 2 things first of all they showed me a screen and told me what job to write,but my income was put in by them, the dealership lied about my income and wanted me to keep quiet.Not only that I am disabled and my income is ******* monthly from SSDI, They have the car and a flat cancel was started and I have called ****** ****** in Accounting at Ferman **** and for The general manager and emailed two of the people there and they have not spoken to me and won't return my call about my money that was given to them or the flat cancel. My problem is that they have my ***** dollars since March and the have there car as well I received one email and saw something about 9k as my income, that is a Lie so I told or have been trying to tell someone what happened and I am getting treated like this never occurred. I would like a resolution to this matter. Please and Thank you.

  Business Response

  Date: 05/08/2023

  ****************, 

  This is inaccurate, you came into our dealership and purchased a *** February 27, 2023.  You signed all documents required by the store, the *** and the bank, including a handwritten credit application and the credit application sent to the bank.  You abounded your vehicle in our parking lot a month later. I have emailed you and called you multiple times about this and never get a response back from you. We never told you we were taking the vehicle back, in fact you were told the opposite. This matter is between you and the bank you financed the vehicle with. 

  Thanks,

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

  General Sales Manager

   

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20029740
  
  I am rejecting this response because:
  My application read ***** for income and the vehicle was brought back after discussing it with the fiance manager and global lending, it wasn't a month I had to wait on a response from Ferman and Global, there isn't a email from the person listed above, the dealership is not being truthful,and asked pointed to the screen and said to put one of the two companies and why would I used my SSDI income. *****. They didn't want me to tell anyone what was done that is when I told because they never sent Global lending their money back.
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/10/2023

  ****************,

  The credit application you filed out and signed multiple times did not list $***** for income, I attached both copies on my last response.  We pride ourselves on doing things the right way here at Ferman.  As I stated prior, we will not be refunding your down payment or sending Global back their funds.  You purchased a vehicle and if you choose not to pay for it, as mentioned before that is between you and Global Lending.  I apologize if that is not the response you want to hear. 

   

  I am rejecting this response because:
  My application read ***** for income and the vehicle was brought back after discussing it with the fiance manager and global lending, it wasn't a month I had to wait on a response from Ferman and Global, there isn't a email from the person listed above, the dealership is not being truthful,and asked pointed to the screen and said to put one of the two companies and why would I used my SSDI income. *****. They didn't want me to tell anyone what was done that is when I told because they never sent Global lending their money back.
  Sincerely,

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20029740
  
  I am rejecting this response because:

  The dealership sales manager now is stating that he is not doing a flat cancel after I was told that the process had been started, and they have the car and the money. I keep checking in with the lender ,and it was started and now the Sales manager (after making contact with BBB) says he is not doing it.

  When I contacted the BBB all of a sudden I was able to get through to the sales manager at the car lot and at that time he had an attitude and said they're not doing a flat cancel and that is now between me and the lender before they did not say that I have been waiting on the Flint Cancel to be taken care of and for the deal to be unwind I would have not known about a flat Cancel if they did not tell me this so that's totally unfair because I contacted you all now they want to take repercussions against me. Also one of the sales people was saying yes I was being treated unfairly but they didn't want to speak up and lose their job so what is this based on me being a woman or what's going on because this is totally unfair

   

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

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20029740
  
  I am rejecting this response because:

  Complaint: 20029740
  
  I am rejecting this response because:

  The dealership sales manager now is stating that he is not doing a flat cancel after I was told that the process had been started, and they have the car and the money. I keep checking in with the lender ,and it was started and now the Sales manager (after making contact with BBB) says he is not doing it.

  When I contacted the BBB all of a sudden I was able to get through to the sales manager at the car lot and at that time he had an attitude and said they're not doing a flat cancel and that is now between me and the lender before they did not say that I have been waiting on the Flint Cancel to be taken care of and for the deal to be unwind I would have not known about a flat Cancel if they did not tell me this so that's totally unfair because I contacted you all now they want to take repercussions against me. Also one of the sales people was saying yes I was being treated unfairly but they didn't want to speak up and lose their job so what is this based on me being a woman or what's going on because this is totally unfair

   

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

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

  Business Response

  Date: 05/18/2023

  ****************,

  At no point did anyone at Ferman **** say we were going to flat cancel your contract.  I attached my emails (to you) in the first response, which stated we were never going to flat cancel the contract and that was prior to your BBB complaint. 

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

• Initial Complaint

  Date:03/22/2023

  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.

  In December of 2022 I was in an accident with my 2020 Jeep wrangler Serra the results of the accident made it so that I was unable to drive the vehicle. After fighting with the insurance for over a month I was finally able to take my vehicle to get fixed, my husband drop the car off on January 17, 2023 the vehicle will be listed under ******************* as my mom is the insurance policy holder. **** called me to let me know that it would be about a month before the care was finished due to arrival time of parts. month later with no word my husbands calls for a update and is told that it would be another 2 weeks but that most of the work was done. 2 Weeks later no update we call and are told that things were not as far a long as told and that the lost staff and that it would be another 2-3 weeks. After a month of this I get a call from someone else saying all their techs had left expect for one and that it was going to be even longer before I got my car back. We are now pushing 3 months that they have had my car with what seems like no concern for that am an just told that there are others ahead of me and to be patient but no real time line or concern is given. I have now been pay for almost 4 months for a car that i do not have and am now also expected to pay $1000 decutable one things finally get finished. My husband was also just recently rear-ended and will be getting his back at the end of the week, it only being gone for 2 weeks. I chose this dealer because I expected more professnalisum then taking it to a mom and pop place and now I am ****** regretting that choice. I feel that every time i talk to someone I am just blown off. I am wondering if they did something to my car and do not want to tell me, and at this point i am starting to think that I am not going to get it back. I would like to see this resolved ASAP and have some sort of compensation fort this,

  Business Response

  Date: 03/24/2023

  The 2020 ************* was brought in on January 17, 2023.This vehicle has over 100 hours of repair time in the estimate. Under the best of circumstances this was a minimum of 5-6 week repair. We sincerely apologize if our communication hasnt met the expectations of Ms ******* I have reviewed the notes and it appears originally we were reaching out to *********************, which is the policy holder . We were unable to leave a message on her phone. Since then, our adjustor has communicated with Mr ******* He reaches out each week for an update which our adjuster provides.
  We have had some issues with structural parts on backorder,and a delay with tech issue. These have been addressed, I would like to assure Ms ****** her vehicle is in paint and it is nearing the completion process.
  We are truly sorry for any delays look forward to getting her vehicle back to her. 

• Initial Complaint

  Date:02/28/2023

  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 car was being fixed due to a front in collision . my car ended up being fixed twice and they kept giving my car back with the same issue plus more issues , the first time they fixed it , the lights weren't replaced on vehicle. the Cadillac converter was not replaced, the car sounded like a go-cart I have a 2019 ***** impala. I now have a electrical problem since they have given my car back as well. the grill still doesn't fit on the car either, when I brought the vehicle back to show the issues , they let me use one *********** as a loaner , but the car they gave me actually had a recall on it ,when they gave the car back the 2nd time the grill still did not fit my car. it sticks out **** as day. **** was the person that was helping me at the time but I then asked to speak to the manager , he looked at the car and said if I dont like the work they did I can take the care somewhere else. my issue wasn't me not liking it it was the fact it wasn't dont correctly , he was very nonchalant about the issue , no empathy was shown or him giving me a resolution other than going somewhere else after paying $1000 . when I asked him can I speak to his manger he said " for what he's not going to do anything " his attitude was very nasty , my vehicle is still in the same condition they left it , the store manager never called either so he was right

  Business Response

  Date: 03/15/2023

  This vehicle was towed in on Sept 26 2022. We repaired the vehicle as per the Geico estimate. She did bring the vehicle back in with a noise issue. We did find additional damage with her catalytic converter creating an exhaust leak. These issues were addressed. ********************* spoke with the BodyShop Manager and she stated she was still unhappy with the fit of the bumper and grill. She also made it clear that she was on a time restraint to move to *******. **** explained the process of Contacting her Geico rep when she got to ******* asking for a OEM replacement instead of the aftermarket as per her insurance guidelines.