Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/21/2025

  Type:Order 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 traded in a vehicle I had a loan with ***** auto on December 16, 2024. The vehicle I was leasing was not ready until January 2nd 2025. The dealership did not pay off my loan on the car I traded in on 12/16/2024 UNTIL 2/3/2025. Therefore, on my credit report it states that this account is delinquent. It took them a month and a half to pay off my traded in vehicle and I am not the one that gets penalized on my credit report. This is unethical and I would like to report this as such. I need a resolution to show on my credit this was no longer my car to pay since 12/16/24 and any late payments or delinquency is on this terrible dealership to bear the responsibility. Please help me. Please

  Business Response

  Date: 02/24/2025

  Good afternoon, We would like to clarify that the late payment was not the fault of Mr. ****** The delay was due to the lack of personnel in the accounting office at Gus Machado Ford, because of a personal medical issue. Attached, please find a letter from Gus Machado Ford clarifying that Mr. ***** was not at fault on the matter. As the letter explains, he can submit to the relevant credit agencies to have his credit rating corrected.

  Please let me know if you have any questions.

  Kind regards,

  ***** *****

  General Sales Manager

• Initial Complaint

  Date:11/04/2024

  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.

  Went to purchase 2 new vehicles on the same date **** on window sticker was $60,005 price on website was $60,005 plus dealer fees and taxes. when I went to dealership Sales manager, **** ****** told me that the vehicle was $64,005 because the owner wanted to sell it $4000 above **** and WEBSITE price.Theyre using this tactic to bring people to the dealer that is against the law that is false advertisement!! you have to HONOR the website price of $60,005 and the **** window price. or CHANGE **** sticker price to $64,005 and the website needs to be updated $64,005. This is total false advertisement. if you look at the dealership reviews on ******, this has happened numerous times this dealership is price gouging and deceptive tactics. I have photo proof of **** window sticker and I have proof of website pricing of $60,005

  Business Response

  Date: 11/30/2024

  The customer called the store asking for the price of 2 transit vans. The store was in the process of changing the web site to another vendor therefore the pricing reflecting was the ***** These vans are scare and in big demand, inventory is very limited. The customer came in and I explained due to high demand there is a premium of $10,000 over the factory price. We started negotiating with him and explained the price and why the premium. The customer started making offers and we finally agreed to a price of $5,000.00 over the factory price. To our surprise the customer was shopping for someone else.The customer took the inform said he was not the buyer and was going to shop around for someone else. The gentlemen left the store and never heard for him again.

  Kind regards,   

  **** ******

  Sales Manager

   

  Customer Answer

  Date: 12/02/2024

  The statement, *** Machado replied is completely completely false. If you read the reviews, this is a tactic that they used to lower people into their dealership. They never had intentions of changing the price on the website or the **** sticker. Yes, I wanted to negotiate a price of a van, but they were jacking up the price from the **** and the website. It will be stupid of me to even fall for such a trap on a business deal correct I am the department transportation manager purchasing the vehicles for the company and yes, I did walk away from the dealership , if you know, the vehicles are high in demand like *** Machado states why wouldnt you change your website price first and your **** sticker first before having people walk into your dealership and just giving them ****** above **** off the top of your head its bad business practice  People have experienced this look at their review pick up trucks and other vehicles look at the lowest reviews and youll see the proof 

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22510042
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 12/13/2024

  *** Machado is price gouging off the **** sticker on vehicle windows and website if you go to *** Machados reviews on ****** go to lowest reviews youre gonna read for yourself people that encountered the same incident purchasing a vehicle they state example ****** on sticker and website when you walk into the dealership suddenly its ****** as an example Theyre falsely advertising. This is a tactic that dealers use. Please look at the ****** review on lowest reviews, Im not the only one Machado **** is just trying to justify their deceitfulness on their response. You can add 5 to ****** more on a sticker price from the top of your head When youre advertising different on a website and an **** sticker if youre gonna do that you need to change it immediately on your website and your **** sticker that is the law and if the Better Business Bureau allows us to continue is a disservice to the consumer. And future consumers it needs to stop. The proof is in the reviews and my own experience.

• Initial Complaint

  Date:05/17/2024

  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.

  Purchased a new vehicle 04/11/24 and the paperwork has not been submitted to my state of **************. Initially they sent me an unsigned copy of the retail purchase agreement, I notified the dealership and it took them over a week to get me a signed copy. Now, my temporary tag is about to expire on 5/25/24, I notified the dealership and they forgot to file the paperwork. I was informed that they will take care of it, however their word is not trustworthy. I went to my local DMV in ***** SC, and I cannot obtain an extension nor will I be able to drive this vehicle without the proper documentation. I have attached 3 documents. First was the purchase agreement that was not sign. Second is the email sent on 4/24/24, with the sign purchase agreement that was back dated. This vehicle is my only form of transportation, and due to their negligence I will be forced to get a rental to go back and forth to work.

  Business Response

  Date: 05/21/2024

  Good morning, ******************* purchased the vehicle on April 11 2024, he had the vehicle picked up by a transportation company and did not provided us with the insurance information untill June 16th 2024. Without the insurance information we are not able to complete the necessary the transfer. We sent overnight to him an additional 30 day tag the next day on 6/17/24. The title department also completed  the documents necesssary and forward them to a tag agency in *******. The agency in ******* will contact an agency in ************** to complete the transaction, this might take a few weeks since it is out of the sate of *******. If ***************** would have provided the insurance information at the time of purchase this would not have been delayed. If you need any additional information feel free to contact us.

  Kind regards,

  ****************;

  general sales Manager 

  Gus Machado Ford

   

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21725114
  
  I am rejecting this response because, I obtained insurance on the vehicle on 4/17/24. I did have the vehicle picked up by a transportation company and the vehicle arrived without a tag, malfunction brake light and bald tires. Immediately I got the tires replaced and went to the *** in ************** to obtain a temporary tag and I notified the dealership of these issues. But we have two issues here: One, is the failure to provide me with a tag to drive the vehicle, which they just sent over night (see their response) after I contacted Gus Machado Ford. Two is failure to process the paperwork for the title transfer. The issue that must be addressed is they failed to process the paperwork for the title transfer. The paperwork should have been submitted previously but due to their negligence, I will obtain late fees for failure to get the vehicle registered within 45 days. I contacted them 4/23/24 at 11:14am and explained to them that the paperwork was incorrect. I have family members in the car business, and regardless of if they don't remember receiving the insurance information, the paperwork for the title could have still been submitted. The two are independent of one another, and a vehicle can be received/shipped without having the insurance.  Also, in their response they said that the agency in ******* will contact an agency in ************** to complete the transaction, I clearly submitted several documents with my address being in ***************  So, now we are talking about another delay for them sending it to the incorrect state. This is unacceptable and the ball was dropped, so now accountability should be taken. The paperwork should be expedited due to their negligence.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/21/2024

  1 )Considerings they did not file the paperwork. Can they provide tracking information with the details pertaining to the title transfer?

  2) can they provide the information to the third party handling the title?

  3) what is the turn around time for completion?

  4) Are they going to pay late fees and additional fees accrued due to their negligence?

  Business Response

  Date: 06/06/2024

  Good morning, attached please find a copy of the insurance sent to us from ******************* phone dateded May 16, 2024 30 days after the original purchase date. You will also find is a copy of the date the documentation was sent to the ********** here in ***** on May 17 2024 the next day we received the insurance card. On June **************************************************************************************************** ***** and in *************** 

  Regards,

  Angel

• Initial Complaint

  Date:07/18/2022

  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 have a 2014 **** Explorer which approximately 2 years ago, had a transmission changed at Gus machado ford. Less than two years later, the transmission stopped working. Thankfully, it is still under warranty. I contacted the dealer in February, and they informed me that they did not have any appointments until March (a month later). My car was towed back in March to the car dealership. Its been 4 months, but each time I call and each time Ive visited the dealer for an update, I always get an excuse. I was first informed that the ************ had to approve the transmission, and then I was informed that another piece needed repair. No one has been able to provide me with a clear understanding of whats going on or no one has been able to call me for an update. They always tell me we will speak to the manager, we will have a meeting, but I never get a call back with an update. I work full time and Ive been having to Uber or find alternate ways to get to work and back home since car rental is not covered by the insurance since it was not an accident. I dont comprehend how such company can not provide me with any updates.

  Business Response

  Date: 08/04/2022

  Replacing engine short block.  Waiting on Back Order part, 8T4Z.6312.C, It will be shipped this week. Vehicle should be done next week.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17586145
  
  I am rejecting this response because:
  
  Thank you for your response. Ive been told the same thing over and over again, so this is not a new update to me. Its always next week. Theyve lied numerous of times stating they had all the parts. Now all of a sudden theres a missing part. We are on the 5th month now without a car. I will be taking legal matters if this continues on. 
  

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