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:11/03/2024

  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 experience with Tropical Ford epitomizes every negative connotation that comes to mind when thinking of a used car dealership. I found a ******************************************* Tropical Fords inventory. On their website, there were no actual photos of the car, there was only a stock photo. The salesperson, *******, texted me poor quality photos of the car which did not show the extensive damage that was poorly repaired on the passenger side. The salesperson told me the car had a clean CarFax and that it was in perfect condition. When I arrived at the dealership, a 3 hour drive for me, the car was parked with another car parked on its passenger side, the side where the damage was, making it impossible for me to have seen the poor repair job. When I got home, I noticed the damage on the passenger side and called the dealership to let them know I did not want the car and that I would be bringing it back to drop off their car and pick mine up. The sales manager told me that I drove off the lot and there was nothing I could do about it. The cars condition was misrepresented and had to have been so on purpose. They lied about the condition and, when they were caught, didnt even deny it. They just jumped straight to telling me there was nothing I could do about it.

  Business Response

  Date: 11/12/2024

       Used vehicles are sold cosmetically as is.  The vehicle was not parked in a way that would prevent someone from walking around it.  It is the customers responsibility when purchasing a used vehicle to inspect the vehicle and determine if they want to purchase it in the condition it is in.  Nothing was discussed regarding damages prior to leaving the lot.  As the signed buyers order states You represent that you have thoroughly inspected the vehicle.  You approve and accept it etc.  You are purchasing the vehicle based on your inspection. During the phone conversation with ************* I explained to him that he can trade the vehicle in if he is unhappy with it, but he cannot just return it and cancel the transaction.  ***** *****, General Sales Manager.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22507031
  
  I am rejecting this response. I was advised the vehicle was in perfect condition with no accidents. This dealership misrepresented the vehicle to sell it to me. The dealership is shady and unethical with their business practices.
  

  Business Response

  Date: 11/18/2024

  Mr. ********* was able to take as long as he wanted to do his own inspection of the vehicle as it is a used vehicle and sold cosmetically as is.  When we spoke over the phone regarding his dissatisfaction with the cosmetic damage on the vehicle, he was offered the ability to trade it back in for another vehicle if he so chose to do so.  

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22507031
  
  I am rejecting this response because:

  I was not given the opportunity to do a full inspection of the vehicle due to the way the vehicle was presented to me. And when confronted with the damage, the manager on duty on Saturday simply told me it is what it is and theres nothing I can do about them selling me a damaged vehicle. Theres no way the damage went unnoticed by the dealership and the dealership tried to recondition the vehicle to hide the damage. A dealership willing to hide damage from a customer should be ashamed with the type of business they run and should not be trusted.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 11/22/2024

  Mr. ********* had more than ample time to inspect the vehicle.  At no time was this vehicle parked or stored in an area with limited access or poor lighting. As shown in the picture that Mr. ********* submitted, this vehicle was parked on the lot for sale just like all the vehicles around it with plenty of space to walk in between. 
  As you can see in the photos taken by our security cameras,Mr. ********* was not restricted from access to either side of the vehicle.  The vehicle was driven into the service drive as Mr. ********* inspected and then did a test drive in the vehicle.   Mr.********* was on the premises for at least 3 hours (in the middle of the day)during which he had plenty of time to inspect the vehicle. 
  We took this vehicle in on trade.  It went to our shop for a safety inspection only as is done with every vehicle that we take in on trade before we put on the lot for sale. This vehicle was not in an accident as shown in the Carfax report attached.  We took it in as is and sold it as is.  

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22507031
  
  I am rejecting this response because:

  Those were after the vehicle was sold to me and the paperwork was already signed. The vehicle was not in the front of the dealership when i arrived and when the vehicle was taken for a test drive was parked somewhere behind the dealership. When it was brought around for a test drive I was ushered into the drivers door and unable to inspect the vehicle. At no time was the vehicle able to be inspected until after the purchase transaction was completed. I trusted the salesman and dealership being that it is a **** dealership and you would believe that they have a reputation to uphold. Unfortunately for me, that was not the case. I do not accept anything this dealership has to respond as their business practices are shady, dishonest and honestly the epitome of bad business.

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

• Initial Complaint

  Date:04/24/2024

  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 took my F350 to this dealer six months ago while under warranty for a vibration issue in the rear. The vehicle was kept for two months by the dealer while they replaced part of the front traction bar, traction bar joints, and repaired part of the oilpan and differential. When they gave it back to me, the truck was pulling to the left and the traction control light was on (two issues that were not present previously). The vibration issue was unresolved as well. I took it back to **** a few days latter and dropped it back off. They kept it for a few weeks and gave it back to me saying I had three bent rims and I would need to replace them. The pull to the left was still present and the traction controll issue was still present. I replaced all six rims on my truck with brand new rims as they requested. I also had my old rims checked while off and they had no bend in them. Replacing the rims did not change the issue but I guess I have new wheels now. The truck was dropped back off at Tropical Ford.They gave it back to me after another few weeks telling me it was the tires (the tires had under 4k miles on them and were replaced under another dealers advise for the original vibration issue). I replaced all six tires with brand new a SECOND time. My warranty expired in this time (it is now exactly two week expired as of 04/24/2024). When I contact Tropical Ford again, I was told they would discuss what to do next and get back to me. Several days go by with me not hearing from them and unable to get ahold of the service advisor, so I reached out to **** corporate. Telling them that I just want the two issues caused by the dealer resolved (the pulling to the left and the traction controll not working). They reached out to Tropical Ford and Tropical Ford LIED to corporate, stating they had replaced no parts on my truck and had only ever done diagnostic work to it. I have reciepts showing the track bar, front suspention work, oilpan , and differential work.

  Business Response

  Date: 05/20/2024

  Regarding complaint #********. 

   

  I have forwarded this information to the proper department for a response ASAP.  As soon as I have that, I will send it.

  Business Response

  Date: 05/20/2024

  On 12/26/23 we replaced worn suspension components that were found on **************** truck under his ESP warranty. We also repaired an engine oil leak and differential hub seal leak.We told the customer that his tires were the cause of his vibration concern but the customer declined a tire balance and took the truck to a different shop. On 2/6/24 the customer returned with a traction control light on, steering wheel off center, and a vibration concern. We inspected the customers vehicle for free and could not duplicate the traction control light concern. The left rear inner rim was noted as being slightly bent and still had a vibration from the tires but the customer declined repair. On 3/25/24 the customer returned again with his vibration concern and differential leak. We performed a road force balance at no charge to the customer and told him that 4 out of six tires were failing the road force balance. The right rear hub seal was replaced on this visit under warranty. It was determined on this visit that the new aftermarket (non ***** rims and tires the customer had installed elsewhere is the cause of the vehicle pulling and the tires were still the cause of his vibration. We advised the customer to seek a second opinion on his vibration concern. Again he was never charged for his vibration concern diagnosis, and never wanted to complete the repairs with Tropical Ford.

• Initial Complaint

  Date:07/17/2023

  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 received a recall about my **** vehicle and spoke to a young lady who did not tell me about the $150.00 diagnostic change, then I spoke with Bryan L, who was rude and stated my husband was told that when he dropped off the car which was a lie. I’ve been taking car there for years and never ever had to pay for anything, I find it unethical for them to not let you there charging you. Until you pick up your vehicle so just beware of this tactic, learning lesson for me.

  Business Response

  Date: 08/17/2023

  So while the vehicle is in our system under the wife’s name, the husband is the one that brought the vehicle in. They had received a warranty extension letter from **** about the transmission control module having an extended warranty coverage. A copy of the generic letter is with the Repair Order that was scanned. It has specific diagnostic trouble codes that MUST be present in the memory for this part to be covered by ****. ***** explained this to her husband and he was advised that if their specific concerns were not caused by the TCM, that there would be diagnostic tests performed to determine the exact cause of their Focus’ issues. ***** further explained that there would be a $150 charge to perform these tests, to which the husband agreed and signed to that fact on the repair order write up sheet. (also in the scanned documents attached) The TCM was not the source of the concerns with the transmission in Mrs* ******’s Focus and the technician performed the diagnosis and prepared a full estimate to fix their Focus. The estimate to repair the Focus was declined by the couple, and the husband came to pick up the car. When he came to the cashier window, it was further explained that the issues that they needed corrected on their Focus was NOT caused by the TCM, and he called his wife who proceeded to yell at him over the phone so loudly that it could be heard around him.
  
  Mr* ****** did agreed to the diagnosis charge that was explained to him and he signed to that fact. He admitted that he believed that the diagnosis fee would not be charged as he and his wife were certain that the free TCM that **** is offering would fix everything. I spoke to the wife and explained all of this again, and even offered to credit them the $150 towards the full repairs that their Focus does need. This offer still stands as well.
  
  
  
  Bryan L***********
  Parts & Service Director
  Tropical ****, Inc.
  407-851-1764 ext 403
  407-850-9566 fax

  Business Response

  Date: 08/21/2023

  We do not bring the vehicle into the shop UNTIL the diagnosis fee has been approved. We would not have even looked at this vehicle if Mrs* ******'s husband had not signed the write up sheet where the customer is given the options of 1.) I request a written estimate. 2.) I do not request a written estimate as long as the repair costs do not exceed $______ (This is where the $150 dig fee was noted, before he signed for it) or 3.) I do not request a written estimate.
  
  As stated in our previous response, He admitted that he believed that the diagnosis fee would not be charged as he and his wife were certain that the free TCM that **** is offering would fix everything. Our offer to post the credit of the $150 paid toward the repairs that are needed still stands.

  Bryan L***********

  Tropical ****, Inc.

   

  Customer Answer

  Date: 08/22/2023

  Just beware of Business trying to scam female