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:09/17/2024

  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.

  The interior floor carpeting of my 2019 F150 was getting wet periodically from rainwater leakage. I took the vehicle into Tamiami Ford, where I purchased it, for leak detection and repair on April 2, 2024. After a few days they called and said the sunroof was leaking and the solution was a full replacement. They told me my cost was $2,221.65 plus tax. I authorized the replacement. They did the work. I picked up the truck and paid them $2,354.95 on April 11, 2024. On August 4th, 2024, the truck flooded again from rainfall in the exact same spot. I have video documentation. I found the location of the leak and fixed it myself. I called the service manager, stated that they did not repair my vehicle, a mistake was made by not finding the actual leak source, sent him the video evidence and asked that upon their review we could discuss reparations. They're response was that they fixed the vehicle properly and that they were done discussing the issue. Subsequent discussions with the dealership VP have yielded no redress to date.

  Business Response

  Date: 09/18/2024

  Dear Better Business Bureau,
  We appreciate the opportunity to respond to the complaint filed by Mr. ****** ***** regarding his 2019 **** F150. Our goal is to address all customer concerns thoroughly and transparently. However, it is crucial that the facts are presented accurately and in full context.
  Timeline and Actions Taken
  Mr. ***** brought his vehicle to Tamiami Ford on April 3, 2024, for a water leak concern. After a thorough inspection, which included water testing, we determined that the sunroof glass seals were leakinga known issue for **** F150 trucks of this year range. **** has acknowledged this problem and has modified the glass and seals to correct it. Given that Mr. ******* vehicle was out of the original 3-year/36,000-mile warranty (with ****** miles recorded at the time), he was not eligible for standard warranty coverage. Although his extended warranty did not cover water leaks, we proactively applied for Goodwill Warranty coverage on his behalf with **** Motor Company. **** approved a percentage of the repair costs.
  Mr. ***** received an estimate of $2,221.65 plus tax and authorized the repair. We replaced the sunroof glass and gaskets with the updated parts. The total cost, including tax, came to $2,354.95, which Mr. ***** paid upon collecting his vehicle on April 11, 2024.
  Subsequent Developments
  On August 26, 2024, Mr. ***** contacted us, stating that his truck was leaking water again. He acknowledged that there had been no water leakage between April and Augusta period during which Florida experienced one of its rainiest ******* on record, including daily thunderstorms and a tropical storm.
  Mr. ***** now claims to have found the true source of the leak through a ******* video, suggesting that the issue was related to vents behind the cab, not the sunroof. He did not return the vehicle for re-inspection or verification of this new concern, opting instead to attempt a DIY fix.
  Our Stance
  We stand by our diagnosis and repair. The fact that the truck remained dry for months, despite heavy summer rains, indicates that our initial repair addressed the immediate issue. If the sunroof had continued to leak, it would have been evident much sooner, given the consistent and heavy rainfall.
  Additionally, it is important to note that Mr. ***** did not bring the vehicle back to us for a follow-up inspection. Had he done so, we would have gladly re-evaluated the situation to determine if any further action was necessary.
  Desired Outcome
  Mr. ******* complaint lacks merit based on the timeline and circumstances. Our work was performed correctly, and the issue he experienced months later appears unrelated to our original repair. Therefore, we do not owe any reparations or refunds.
  We strive to ensure customer satisfaction and regret that Mr. ***** feels dissatisfied. However, given the facts, we believe our actions were appropriate and aligned with industry standards.
  Sincerely,
  **** *******
  General Manager
  Tamiami Ford

• Initial Complaint

  Date:07/03/2024

  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.

  My husband flew to ******* to buy a 2020 ******* Aviator on June 6 2024 from Tamiami Ford - we trusted that there wouldnt be issues if we purchase from a dealership.When he got home, the car was not detailed, there were tears in the leather that were not disclosed and the drivers door stopped working within the first week. The sales manager blew me off and told me thats the risk I take for buying out of state. Then the gm told me to go get the door fixed and he would pay for it.The ******* dealership changed the latch so I could at least open the door now but they said it couldnt be fixed fully because the door has body damage (the car must have been dropped while on a lift because the bottom of the door was cracked and causing alignment issues) they said it needs a new door. This is when the gm said he will reverse the deal but I have to get the car back within 5 days (this was on a Thursday evening) and if he buys back the car he will not reimburse me for the latch bill. I had to argue with ******* to get that bill reduced from $2300 to $700 since i never would have paid that upfront if the door still needed to be replaced and if the offer to buy back the car was on the table prior. Then I had to pay $800 to ship the car back within the time line. The car was not safe.I got stuck in the vehicle with my crying baby in the back seat and I had to roll down my window and ask a strange man to help me out. The gm says he blames his service department for missing the cracked door before listing it for sale. Im just not sure why I got charged with the trauma and backlash of their mistake.We are out $2200 for a vehicle that never should have been on the market.Let me know what else you need.Thank you.

  Business Response

  Date: 07/03/2024

  Tell us why here...Dear Better Business Bureau,
  We are writing to address the complaint filed by ************* concerning her recent purchase of a 2020 ******* Aviator from Tamiami Ford.
  First, we want to clarify that ************ personally inspected and test-drove the vehicle before finalizing the purchase. He signed off on both the Buyer's Guide and Vehicle Delivery Inspection Form, acknowledging the car's condition at the time of sale. We believe this demonstrates that we acted in good faith during the transaction.
  Regarding the door issue, it is important to note that the defect was not a "crack" but rather a dent or crease on the underside of the door, which was unfortunately missed by our mechanic and salesperson. This oversight was unintentional. Upon being informed of the problem, our General Sales Manager (GSM), *********************************, immediately offered to cover the repair costs at another dealership in their home town. We were more than willing to bear the expense and rectify the situation.
  *************** dissatisfaction escalated after the ******* dealership near her home attempted to repair the door but only replaced the latch, which did not resolve the underlying issue. She was understandably upset and was advised to take her car to a body shop. Subsequently, our GSM suggested that she speak with our General Manager (GM) regarding a potential refund due to the miscommunications she experienced.
  To further accommodate *************, we offered to reverse the deal and accept the return of the vehicle, despite it being past our standard 72-hour/300-mile return policy. We provided her with five days to arrange for the car's return. When the vehicle was returned, we promptly reversed the transaction and issued a bank check to refund her purchase.
  We regret any inconvenience ************* experienced, particularly the distressing incident when the door malfunctioned. However, we firmly believe we acted promptly and fairly to resolve her concerns. We went above and beyond our policy by accepting the return of the vehicle and refunding her the purchase amount.
  We have provided documentation to support our response, including the signed *****'s Guide and Vehicle Delivery Inspection Form, demonstrating that ************ was aware of the vehicle's condition at the time of purchase. Additionally, we have records of our communications and the steps taken to address ***************** concerns.
  We believe our efforts to resolve this matter have been more than reasonable, and we offer no further resolution beyond what has already been provided.
  Thank you for your attention to this matter.
  Sincerely,
  ***********************
  General Manager
  Tamiami Ford

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21937637
  
  I am rejecting this response because:
  I told the salesman that I need to know every single flaw with the vehicle. Unfortunately this website does not allow me to upload the video of him going over the entire car and assures several times that there are NO DENTS!
  My husband was so happy to find this car for our growing family.  He really wanted for us to be a **** family.
  We were between this vehicle and another one, ***** was communicating with me a lot quicker.  Im not sure if he was being honest now but he said that someone else was about to put a deposit on it so we felt pressure to put the deposit. 
  ***** dropped everything and flew there within the required 3 days. It is a very nice car and because we bought from a dealership with the **** name, we trusted that we were receiving transparency.
  Whether you want to call it a dent or a crack (from the picture, I would say its both) the vehicle needs a NEW DOOR.  It also had a bent oil cooler and a few other damages underneath the vehicle.
  So yes, I am grateful that you did buy back the car.  However, it should have never been listed for sale without disclosure!  
  -My husband would not have bought a plane ticket
  -taken off from work
  -paid for gas/carwashes
  -pull from savings to cover the cost of the latch to even be able to use the door.  
  -pay top dollar to ship the vehicle back. 
  -left me and my baby without a safe vehicle
  -this has been the worst experience and it is upsetting how much this has devastated our family, my work life, finances, happiness & well being. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/08/2024

  Dear Better Business Bureau,
  We at Tamiami Ford take customer feedback very seriously. However, we feel it is necessary to provide a detailed account of the series of events and our actions taken to address the customer's concerns outlined in the complaint.
  Detailed Account of Events
  ************ and her husband were fully informed about the vehicle they were purchasing. They were given ample opportunity to inspect the car personally and were assured by our salesman, *****, that there were no visible dents on the vehicle. At the time of purchase, both ************ and her husband conducted a thorough inspection, signed all the paperwork, and took delivery of the car without raising any concerns about its condition.
  Issues ************Purchase
  The issue of a crease on the underside of the door, which made it difficult for the door to close properly, was brought to our attention after the sale. This crease was not visible during the initial inspection. Upon learning about this, we immediately offered to cover the cost of repairs. Recognizing the inconvenience caused, we went a step further and purchased the vehicle back, even though this action was outside our standard return policy of 72 hours and 300 miles. We believe this demonstrates our commitment to resolving the issue amicably and fairly.
  Additional Allegations
  ************ has recently indicated that the vehicle also had a bent oil cooler and other unspecified damages underneath. This is the first time such issues have been mentioned, and they were not part of the initial inspection conducted by the customer. Furthermore, it is important to note that the vehicle in question was a used car with ****** miles on it; expecting it to be in perfect condition is unrealistic.
  Actions Taken by Tamiami Ford
  Allowed a thorough pre-purchase inspection of the vehicle by the customers.
  Offered to cover the repair costs for the crease found post-purchase.
  Purchased the vehicle back, despite it being outside our return policy.
  Company Policy
  Tamiami Ford follows strict protocols for vehicle inspection and disclosure of any noticeable flaws. We strive for transparency and ensure our customers are well-informed before making a purchase. In this case, we did everything within our power to ensure the customer was satisfied, even taking extraordinary measures to buy back the vehicle at a significant cost to us.
  Conclusion
  While we regret the inconvenience experienced by ************ and her family, we firmly believe that Tamiami Ford has acted in good faith and made every effort to rectify the situation. We have continually demonstrated our commitment to customer satisfaction and transparency throughout this process.
  We trust this clarifies our stance and the actions we've taken.
  Sincerely,
  ***********************
  General Manager
  Tamiami Ford

• Initial Complaint

  Date:04/08/2024

  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.

  Tamiami Ford is a joke as is **** they are only concerned about making money off selling new vehicles and dont care about the people who they s**** over as long as they do proof is my wife and I traded in a ***** High Country truck and bought a new **** F 150 Lariat truck with we had for two weeks and brought back in to have a super small scratch buffed out that was barely noticeable and was not even noticed until the salesman pointed it out and told us to bring it in and it would be buffed out on a Monday, Tuesday or Wednesday. We brought it in on a Tuesday afternoon and figured that it would be 24 hours or so and be ready. We were not even offered a loaner vehicle. I finally got the vehicle back that Friday after getting fired from my job for not being able to respond to fires. After spending the week without a vehicle I was able to talk my employer into suspending me an additional two weeks instead of firing me. I requested to speak to ***************** the ** as I was told he was by the Salesman a Mr **** *****. When I went to get the truck I was told that they had took it to a independent body shop and repainted the door and that they had taken it on them selves to do it without consulting myself or my wife. I never would have allowed them to do such as it violated all warranties! I was informed of that by z ************** and his Manager and told by his Manager that ****************** would not see me as I was not worth his time. When the truck was parked in front of the building I could see ripples in the paint and that it was much worse than before and looked much worse than before. We had already had **** mud flaps, weel well liners, a tail gate brake light , and wind shield wipers installed on the truck at my expense. On top of purchasing the truck. Also we had applied F. D. decals to the truck which I had purchased. I was very upset about the way that I was refused to spray with the General Manager or the owner or the owners son with them taking it on themselves to paint

  Business Response

  Date: 04/08/2024

  Today marks the first instance I've been made aware of this complaint. Typically, my sales managers and team have no difficulty in reaching out to me whenever someone requests my attention. I am always more than eager to respond or speak directly to a customer; I believe everyone is important and deserves my time. It's essential to note that not all scratches can be buffed out, particularly if the scratch has penetrated down to the metal. In such cases, repainting the door is necessary, but this does not void or violate any warranties. If the customer is dissatisfied with the quality of the repair, I am fully prepared to ensure our collision center rectifies the situation to their satisfaction. Additionally, we will provide a rental vehicle at no cost. I plan to discuss with **** how we can improve our handling of such situations. I want to emphasize that I am easily reachable; had they called and asked for me, I would have either answered directly or returned the call promptly.
  Regards,
  ***********************
  General Manager
  Tamiami Ford

  Business Response

  Date: 04/08/2024

  Today marks the first instance I've been made aware of this complaint. Typically, my sales managers and team have no difficulty in reaching out to me whenever someone requests my attention. I am always more than eager to respond or speak directly to a customer; I believe everyone is important and deserves my time. It's essential to note that not all scratches can be buffed out, particularly if the scratch has penetrated down to the metal. In such cases, repainting the door is necessary, but this does not void or violate any warranties. If the customer is dissatisfied with the quality of the repair, I am fully prepared to ensure our collision center rectifies the situation to their satisfaction. Additionally, we will provide a rental vehicle at no cost. I plan to discuss with **** how we can improve our handling of such situations. I want to emphasize that I am easily reachable; had they called and asked for me, I would have either answered directly or returned the call promptly.
  Regards,
  ***********************
  General Manager
  Tamiami Ford

• Initial Complaint

  Date:03/19/2024

  Type:Billing 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.

  I had a service visit in November and was charged for a repair which I believe was covered by my extended warranty. Tamiami Ford service did not agree with me and charged me. I wrote a letter to ********************* (at their headquarters in ********, **). They responded (in writing) that the repair/charge in question was covered by my extended warranty (less the $100 deductible). I took the letter to Tamiami Ford service and they still didn't file the claim because they talked to someone and still believe it would not be covered. (This is because they can not say with 100% certainty whether the lumbar support part in question was damaged/broken from normal usage.) I called ********************* back and they called ********************** service and stated that the service person hung up on them. (That incident was reported to the ********************* supervisor.) ********************* has provided me with a reference number for the dealer to put on the claim which will link all of this information so the claim can be processed and paid, however the dealer has not filed the claim after multiple requests. They already have my money, so they have nothing to lose. Unfortunately ********************* can help and is waiting to help, but needs the claim to be processed so this matter can be settled. On a side note: Tamiami Ford charged me for my oil change. When I stated I had an extended maintenance contract, the service department removed that charge, but then said they were going to charge me for tightening my axle which originally was no charge. I mention this to show how the Tamiami Ford service department operates.

  Business Response

  Date: 03/20/2024

  Dear Better Business Bureau,
  I am writing to you on behalf of Tamiami Ford regarding a dispute brought forth by *****************************, who claims he was incorrectly charged for a service that should've been covered under his extended warranty. He has filed a complaint, alleging that we have refused to honor a legitimate warranty claim and ignored guidance from ********************** It is important to us that we maintain transparent and fair business practices, so we would like to present our side of the story.
  Firstly, we would like to clarify that after close inspection by our certified technicians, it was concluded that the part in question, a lumbar support connector, showed distinct signs of being torn from its anchor point. This is indicative of external interference or damage, not a manufacturing defect or natural wear and tear. It is our policy, and indeed the norm within the auto industry, not to cover expenses under warranty for components that have been damaged due to external causes.
  In agreement with this policy, when ****************** brought his vehicle in for service, we explained the situation to him, detailing why the lumbar connector damage was not eligible for coverage under his extended warranty. ****************** acknowledged our assessment, agreed to the repair, and made the payment accordingly. We handled this case with the utmost care to ensure that all procedures were clear and agreed upon by ******************.
  Furthermore, submitting a warranty claim for a part that was not defective could potentially breach our agreement with the warranty provider and ****** policies. Warranty companies, during regular audits, may request the physical part for inspection. Should they determine the damage to be non-warranty based, as in this case, they would impose penaltiesup to and including requiring reimbursement for the claim. Such actions would unjustly burden our operation for honoring an unwarranted claim.
  We understand the frustrations that these situations might cause and aim to always remain empathetic and systematically resolve customers' issues. However, there are stipulations and warranties that we must adhere to for fairness and legality.
  We at Tamiami Ford deeply value our customers trust and satisfaction. We strive to uphold a high standard of customer service and abide by the terms of the warranties we provide. Any deviation from these standards would be a disservice to our customers and our business integrity.
  We urge the Better Business Bureau to consider the particulars of our response in the evaluation of this case. We are more than willing to engage in a conversational review at your convenience.
  Thank you for your attention and understanding in this matter. Your efforts to ensure fair business practices and customer satisfaction are greatly appreciated.
  Warm regards,
  *********************
  General Manager
  Tamiami Ford
  *********************

  Customer Answer

  Date: 03/24/2024

   
  Complaint: 21442463
  
  I am rejecting this response because:

  There is no issue that the part was broken.  However, as I discussed with the Tamiami Ford service manager, he could NOT say with certainty the cause.  It could have come from the **** assembly plant, customer abuse, or normal use/cycling of the mechanism.
  

  I have contacted **** Corp. Customer service, and they have directed me to do the following: Take my paperwork along with the reference number they provided to ******** dealer and they can file the claim.  The reference number will link the dealer claim with the **** Customer Service documentation from my calls with them. (Tamiami Ford did not want to do this.).

  In the Tamiami Ford response, it is stated by the ** that I was explained by the service writer about the part being broken and I agreed to pay to fix it. Well, correct! Tamiami ford had my vehicle for almost a week waiting for a transmission tech to become available to address my original reason I brought my Explorer in for service. (See bill) I needed my sole mode of transportation returned and figured I could appeal my complaint at a later date.So here I am.
  

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

  Business Response

  Date: 03/26/2024

  Dear Better Business Bureau,
  Thank you for conveying **************' concerns expressed in his rejection of our original response to his complaint regarding service received at Tamiami Ford.
  We understand **************' position and his reluctance to accept our initial explanation given the uncertainty about the exact cause of the damaged part in his vehicle. We aim to extend every possible courtesy in ensuring customer satisfaction, while concurrently adhering strictly to warranty guidelines.
  **************' case involved technical findings related to the driver's lumbar button ceasing to function due to an open circuit. Upon detailed inspection by our skilled technician, it was determined that the damage was to the connector assembly, specifically, the wiring pigtail wires had been pulled out of the connector, with visible damage. This type of physical damage is not typically a manufacturing defect and therefore does not fall within the **** Extended Warranty coverage criteria.
  For clarity, we have attached a stock photo of the connector, indicating the area of damage we observed in **************' vehiclethe red line demonstrates where the wires were pulled out from the connector assembly.
  It is important to note that warranty guidelines we follow are set forth by ****, and these stipulate that parts showing signs of external influence or damage cannot be claimed as defective for warranty purposes. In **************' case, if the repair had been self-approved under the mistaken assertion of a defective part and subsequently found during an audit or part inspection by **** to have been damaged, our dealershipTamiami Fordwould be liable for the costs of the repair.
  We assure ************** that decisions regarding warranty claims are not taken lightly and are deeply rooted in policy and process integrity. Customer satisfaction remains a high priority for us, and we sincerely hope this response better clarifies the situation.
  If ************** chooses to proceed with a service appointment at another **** dealership, we will support the process by providing all necessary information. We are committed to ensuring a smooth and fair resolution, and are prepared to aid in any way we can to support **************.
  Best regards,
  ***********************
  General Manager
  Tamiami Ford

  Customer Answer

  Date: 03/27/2024

   
  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

  Date:08/18/2023

  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.

  Originally called within 5 days of purchase regarding the convertable top not seating correctly when closed. Was told to bring it in. Ended up calling again because we needed an appointment. In the meantime we had to put the trunk shield for the convertable top down to put luggage in the trunk. Saw some plastic covers sitting on top of the wheel well where the convertable top is stored when down. Took the parts out, plugged the part number in to find out what they were and where they belonged. They are control arm covers for the rear suspension and these were in the trunk on top of the wheel *****. This was a 139 point inspected certified used car. Suspension is part of the inspection. Brought this to their attention when the car went in as this probably contributed to the top not seating correctly. My husband was told we will make this right no charge. Made an appointment to have this fixed. Got to the appointment and was told the warrenty is up and you need to pay. This was not a warrenty issue. This was getting the top fixed due to their negligence. They proceeded to say they didn't put them there, it must have been the previous owner. If they were on the car when they did their inspection, the covers need to come off to inspect the control arms. If the covers were not on there there they should have seen that. They either didn't do the certified inspection as you can clearly see the covers are missing, or they forgot to put the covers back on. All car bodies and suspension parts are the same with little differences. I made car parts for 17 years for different models. Same parts with tiny differences. I just want my covers put back on and the convertable top adjusted to where it should be. They refuse to do this. I did not cause this issue. They have not responded to my emails and we are tired of arguing with them over this. There is also an open recall on the car that states they cannot sell the car until it is fixed, told me they couldn't do the recall.

  Business Response

  Date: 09/18/2023

  Dear Team at BBB,
  I hope this email finds you well. I am writing to update you on the measures we are adopting to resolve the issue faced by our customer, the Buchanans. I have personally reached out to the Buchanans and we've agreed to pick up their vehicle to perform the repair. In order to mitigate any inconvenience during the repair process, we're also providing them with a loaner vehicle. These arrangements were discussed and confirmed on Friday. We're committed to ensuring the proper repair of the convertible top of their vehicle, as client satisfaction is our utmost priority. Thank you for your attention to this matter.
  Kind regards,
  ***********************
  
  

  Customer Answer

  Date: 09/19/2023

   
  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,
  
  **** And ***************************

• Initial Complaint

  Date:05/17/2023

  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.

  We were buying a car for our son (who active military). The purchase was unnecessarily difficult because they kept telling us about additional fees. We wanted the vehicle (in his price range and model he wanted) and wanted it for the fair price we had negotiated. I refused to pay the additional $1800 service fee (supposedly for repairs they made but not included in price). Then once that was taken off, they said the price was only if you financed with them. I was clear from the first time I met our salesman that my son was paying cash. The deal almost went through but I repeatedly asked to speak to manager explaining this was deceitful. I had stated clearly from day 1 it would be cash only. Finally the manager agreed although never spoke with us. Today when my husband went to pick up the Jeep (they said they were going to clean it for our pick up), there was a crack in the windshield. Neither of us had seen a crack previously. He went back in and said that it needed to be taken care of (this was after all papers were signed and submitted along with our check). They refused to take care of the crack. They had not disclosed a crack in the front windshield previously and I have 4 pictures from when I test drove and there was no crack. I am incredulous that any business is run this way with deceit in payment to not disclosing a crack and then refusing to take care of it even when I could prove it was not there when we negotiated and made our payment.

  Business Response

  Date: 09/18/2023

  Better Business Bureau,
  I am writing to address the lingering complaint filed by Miss *********************. I wish to clarify that I had a conversation with *************** months ago where we discussed her grievances and, after our discussion, I was under the impression that all her concerns had been resolved satisfactorily. I promptly contacted her after she left a negative ****** review and engaged in a lengthy phone conversation with her.
  Upon realizing that a complaint was still active with BBB, I immediately reached out to *************** last Friday seeking to ensure that every issue had been resolved to her satisfaction. However, I have yet to receive a return call. 
  I am of the view that we have addressed ***************' concerns fully and the matter is closed. I am more than willing, however, to further discuss the issue if there are any unresolved queries or concerns.
  Please feel free to contact me if further clarification is required. 
  Sincerely, 
  ***********************
  General Manager
  *********************
  
  

  Customer Answer

  Date: 09/20/2023

   
  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

  Date:07/20/2022

  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.

  Bought a 2014 Mercedes c 250 from the Ford dealer and several issues mechanically came up. Windshield leaked all over shifter and electronic and will not work. Has bad motor mounts and tranny mounds as well. Head rest does not work and seat was covered only to find a huge rip it it. The car had a 139 point inspection done and paid $1895.00 extra to cover repairs done that obviously were not completed and no proof shown. Car also had an extended warranty added for 3 years 36,000 mikes and now sits at Mercedes dealer. The ford service department refuses to warranty what was not fixed and under 30 days. The car needs repaired at a cost of ad least $3100.00 dollars in which ford should cover but putting this on me. I did nothing wrong but played by the dealer system.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 16, 2022/08/26) */ The case has been resolved with this customer. We agreed to pay for the repairs that were covered. Consumer Response /* (3000, 18, 2022/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The payment given did not cover the complete repairs do to the misfire from the start. This is why the car had to go back in again which cost me an additional 738.00 in repaired to correct the misfire that was noted the day I took it for a test dive. The fault is on the service department at Ford for not doing the inspection correct. I was charged 1895.00 for repairs by them on top of the cost of repairs I had done. I asked for a copy of the repairs they did and the inspection report which I did not receive. This is very disappointing service and caused money out of my pocket for something they should have caught from the very beginning if they did repairs and inspection as charged and stated they did.