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:07/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purshed a Van and has rollbacked miles for that dealership

  Business Response

  Date: 07/03/2024

  Unfortunately we have no way of knowing where this discrepancy came from in 2018. Our vehicle RO records show the vehicle came in on 10/27/18 and was recorded at ******* miles on the odometer, and again on 12/11/2018 with the odometer recorded at ****** miles. ***** ROs were written by the same advisor and were signed and confirmed by the owner of the vehicle at that time. This vehicle was not purchased through Athens Ford and we would have no gain or benefit to our business from rolling back mileage and we would not do so in any case. If a mileage rollback did occur it would have been on the previous owners own time between those two service visits and not done here at the dealership. We will be submitting the signed ROs to CarFax to show that the ROs were signed and approved by the owner at the time of these services, but this error was not committed at our dealership. Athens Ford has never sold this vehicle to anyone, including the current owner. 

  Customer Answer

  Date: 07/09/2024

  According with my conversation with the secretary, when I made it my first phone call to the dealership her response was that one of the employees does not longer work there did it and then she told it was change back to ******* I do not remember her name, but every conversation is recorded at that location. They should have it when I made that call and also I wanted to make sure that they was aware of this problem. I went to the dealership. I drove one hour when I got there, it was a gentleman at the front desk, I explained to him situation look it up in the computer. He also gave me copy of paperwork then he told me that hes gonna bring this paperwork to the office and then they gonna call Carfax to fix this problem so Im shaking my head By reading what they wrote, its got to be more into this and also if they knew these miles was rollback why do they dont report it to the police or any other agents, why they keep a secret and right now they want to report it to Carfax and please I would like to know if this van was lease or have any warranty from the dealer at that time and also if you could provide the Owner at that time, please
  

• Initial Complaint

  Date:06/04/2024

  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.

  Athens Ford sold me a ********************* April of 2023 with roughly 4000 miles on it. I was told the car would be still considered brand new as it was used as a loaner before my purchase. Never was I told this would make me the second owner of the vehicle. Upon buying the vehicle I have had issue after issue causing me to constantly be at the dealership for repairs. This is my only vehicle as it was purchased so that I could transport my 4 kids safely and reliably without having to worry about breaking down. therefore I keep having to wait on a loaner car to even have service on my car done. There are records of all of my visits to the dealership. This car has done nothing but cause unnecessary stress and burden to my family as I am afraid to even transport my kids in it due to the issues I keep with it. I have tried to resolve with the dealership who told me they cant do anything for me as well as customer care who tried to file lemon law but come to find out I was not the first owner so it did not apply. I just want them to buy my car back so that Im not paying $800 a month for a car that is not reliable for myself and my family. I have been a ******************* customer for years. This is my second purchase through them and I loved my last ****. This was is faulty. I just want the company to do right by a loyal, paying customer.

  Business Response

  Date: 06/19/2024

  The service director has reached out directly to the customer in an effort to resolve the issue. We sincerely apologize that the documentation that is signed upon purchase was not communicated clearly to the customer and we have reached out in an effort to resolve the concern. 

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21800574
  
  I am rejecting this response because:

  Lack of communication on the dealerships part. 
  
  I was contacted last week 6/18 by the service director at the dealership. I called back on 6/19 and we talked a little and he said hed reach out to find out what options they could give me to reconcile the issues Im having. He called back same day, told me the system was down but hed reach out at 11 the next day. He never reached out. I did however receive an email verifying their systems were down. Its now been 4 days since I spoke to anyone with no further follow up or communications from them. Not sure if Ive been forgotten about or the dealership simply doesnt care but I definitely do not feel any more valued as a **** customer than I did when I originally filed the complaint. 
  
  Sincerely,
  
  Burgandy ******

  Business Response

  Date: 06/25/2024

  Unfortunately with our systems being down we are unable to process the information needed to provide the guest with detailed information about the possibility of a trade in. The guest was made aware of this situation and has also been contacted multiple times since 6/19 including voicemails that have been left by our service director to ensure they were aware that we were still doing our best to find a solution. 

• Initial Complaint

  Date:10/27/2023

  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.

  ***** worked on my vehicle but couldnt repair it. I tried to get them to finish the repairs and they hang up the phone on me.

  Business Response

  Date: 10/27/2023

  Customer scheduled with our pick-up and delivery team to get his vehicle serviced like we offer to any customer within our store radius. Once the drivers arrived at his house, the customer was telling them he needs a copy of their driver's license and their SOCIAL SECURITY cards? The drivers showed him their current driver's license, but we are not allowing anyone to have a copy of their social security cards. He wouldn't let the drivers leave with his vehicle until he had a copy of both, so we advised them to return to the store. The customer is more than welcome to bring his own car in for service (which he now has), but we will not put our employee's (or anyone's) personal info at risk like that. 

• Initial Complaint

  Date:07/18/2023

  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.

  06/23/23 Athens Ford rendered service to my 2017 **** Expedition including an oil change and tire rotation. They have also provided the same service to the same vehicle for 2 additional occurrences during the past year. 3 weeks after my tire rotation service on 6/23 I experienced a flat tire on the rear passenger tire I was unable to change the tire myself because the lug nuts were so swollen they didn't fit my lug wrench. When the tow truck driver arrived he had the right size socket to fit but was unable to remove the lug nuts with his impact wrench because he said the lug nuts had been overtorqued. I had to have the car towed to another **** Dealership who's service manager assessed my lug nuts on all my wheels and also stated that yes the lug nuts had **** overtorqued. When I contacted Athens Ford ************* Regarding my issues with the lug nuts since they were the last one rotated my tires. Their response from management was the swollen lug nuts were not related to being overtorqued. This was normal wear and tear. That even heat contributes to swollen lug nuts and they see this frequently when servicing vechiles. They didn't own up to their technicians mistake especially since I have two different independent assessments of the lug nuts who both agree they have been overtorqued. All we were asking was for Athens Ford to replace all the lug nuts since they were damaged due to their technicians negligence. They declined to fulfill our request. I have had to pay a tow bill of $241 and now potential another service bill at another dealership to have new lug nuts changed all due to an Athens Ford service technician negligence so I don't ended up in similar situation.

  Business Response

  Date: 07/19/2023

  We apologize that you have this impression of our dealership, however as our service director explained to you on Monday, we would be happy to get your vehicle in to inspect the lug nuts that are troublesome to remove. Though our tools that we use to reattach lug nuts are set to not over torque them, we will be glad to take a look and if we see they are over torqued we will gladly replace all of them free of charge.Lug nuts are aluminum and do tend to swell in various conditions, and this is a frequent occurrence across many brands of manufacturers. In this case, our service director also offered to replace the lug nuts with no labor charge, and all you would be responsible for is the cost of the parts. We understand that its frustrating when issues arise, however we are working very hard to take care of your vehicle, and will fully accept responsibility and absorb the charge of replacement if its determined we caused the issue during your last service. You may call and speak with **** again if you would like us to take a look and see what we can do. 

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20337491
  
  I am rejecting this response because Athens Ford never offered these services. All we asked was for them to cover the cost of replacing the lug nuts. The only offer **** made was to have the vechile towed to Athens so he could inspect the lug nuts and if they were swollen then he wouldn't take care of it. We already had 2 technicians who said they were swollen so why would I wasted my time having the vechile towed. It just wasn't they were swollen, thr lug nuts were over torqued too. ********** had no problem with not charging us for the 6 lug nuts that were replaced on the spare tire and then only charged us for 18 lug nuts to replace the other 3 tires. No labor charge either. This was more than Athens Ford cared to offer, which is why we chose Aiken to complete our service. We also incured a $214 tow bill for having to have my vechile towed for a flat tire that couldn't be changed because of swollen and overtorqued lug nuts. Not once did we ever ask for compensation for the tow bill as a result from their negligent service. 

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

  Business Response

  Date: 07/26/2023

  We apologize that there was a miscommunication during your husbands conversation with our service director.Unfortunately, its unclear where that miscommunication came from, as we do have an additional employee who witnessed the conversation and has verified the offer to replace the lug nuts if they were over torqued or waive the labor charge if they were only swollen. Regardless, we would need to verify the condition of the lug nuts ourselves, as we simply cannot depend on another dealership or shops word for an issue we would be resolving. We apologize that you did not feel comfortable having your vehicle towed to us and would have appreciated the chance to take a look at the vehicle, however without being able to do so we could not verify the cause of the issue on our side. Had we been able to verify the issue we would have been happy to offer one of the mentioned solutions and provided more accommodation. Unfortunately, we did not get the chance. 

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A young lady that has lived with my family for 4 years and is like a daughter to me was purchasing a vehicle. I co-signed on the bank loan and the bank check was made out directly to Athens Ford with ************************************* and *************************** as the remitters in the memo section. The banker told me I did not need to go to the dealership as the check was made out directly to Athens Ford. I later received a call from ********* saying the dealership is requiring by state law for me to co-sign all the paper and be listed n the title. I disputed this on the phone and again was told it was the law. I attempted to contact my banker (4) times while enroute to the dealership. Again upon my arrival I was told that the law required this by the salesman *****. I was late told this by the financial department as we were finalizing the paperwork. After leaving the dealership my banker finally called back. I explained the situation and he confirmed that he did not believe it was a law. He called the dealership the following day and they told him it was the store policy. Not once was it told to me that it was the store policy, I would have gone to a different dealership. I would like my name removed from all paper work from Athens Ford and the Title. It will cost ********* extra taxes at the end of the loan to transfer the title solely to her and makes me liable for accidents. This also cost me 4 hours away from work at $45. per hour. I want to make sure that they no longer use this deceptive policy an are held accountable for these actions.

• Initial Complaint

  Date:12/13/2022

  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.

  We bought a vehicle from Athens Ford in 2019. Before our warranty expired, the inside paneling on the back passenger door came off. I took my vehicle back to Athens Ford, and they had to fix the bolt to make sure the paneling would stay attached. Originally, they were going to make me pay to have it fixed, however it fell under warranty and I argued that the warranty would need to pay for it. While I was there, I asked them to check the other back passenger door to ensure that this did not happen in the future. The car was fixed and I was sent home. However, shortly after bringing my car home, the paneling broke again. I took the car back to Athens Ford for the second time, and it was supposedly fixed. Now, both sides of my back passenger doors will not open because the paneling has come loose on the inside. My children sit in those seats in car seats, with the child lock on, so there's no way they were able to open those doors from the inside. We have called **** several times over the past couple of months to try and get the car back in to fix the problems that **** failed to fix in the first place. We have either been sent to voicemail, we have been told that someone would call us back, or we have been told that we can bring our car back but they can't tell us if we have to pay for repairs until after the repairs are done. We keep getting the runaround and no one will help us. My concern is, if I'm in a wreck and I cannot open my back doors, what happens if I can't get to my kids in the back seat? It is a safety issue at this point and being unable to use doors on a 2019 car that we bought brand new, is ridiculous. I don't want to continue to have to call to have them fix an issue that was theirs to fix in the first place. We have exhausted all of our options and getting them to respond to us regarding this issue and we need help because they will not return our calls.

  Business Response

  Date: 12/20/2022

  We are sincerely sorry you have not had a good experience with us. As you mentioned, we were able to get your first issue with the door paneling covered under warranty, as the issue was minor and we were able to classify it as a defect on your vehicle to the warranty company. However, after taking a look at both sides of the door paneling in your vehicle the last time it was brought in and also submitting a case to ***** damage to this extent is physical damage that is not covered under warranty, nor would it be even if the warranty on your vehicle was not expired already. We are working hard to assist you and understand your needs and concerns, but due to the fact that this is outside physical damage, shown in the attached photos, it is not a warrantable item.
  
  

• Initial Complaint

  Date:11/21/2022

  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.

  Bought a used 2019 Jeep Cherokee, was told the The vehicle was a one owner vehicle mint condition and very clean. We financed 31k including gap, warranty. We took Athens Ford at good faith value and also have dealt with Athens Ford in the past buying other vehicles from this dealership. Just recently we are now in the market of purchasing a 22/23 model and while working with my credit union it was advised this automobile had 2 accidents reported yet none if this information was provided at purchase. No carfax was provided as we were under the impression it was clean based on the salesman information. A call to the dealership was initiated left message for Sales Manager but he just told the salesman to call us, once connected the salesman was very Adamant that regardless of a Carfax its not a big deal and its probably just minor issues than contradicting himself saying I thought I shown you the Carfax maybe I didnt I dont remember. I can assure you no Carfax was seen had I known it had an accident on it I wouldve never signed the documentation to buy this vehicle I do not buy any vehicle that has any damage whether it be cosmetic minor whatever I would have walked. The salesman did indicate that they would give a trade-in value but they would not give the value of what was paid for. This is understandable however upon a trade-in value of only $18,000 that was a slap in the face as Im already upside down on the vehicle and was willing to put cash down on a new ***** model, I would expect for Athens Ford to take ownership of their actions and provide ****** for the trade in value for their mistake. Buyers need to be aware that Athens Ford does not disclose Carfax and could care less if there is accidents on the Carfax causing the customer to suffer attempting to sell/trade the vehicle once you sign the documents youre pretty much out of luck bad business practices in my opinion. If willing to work with resolution, open.

  Business Response

  Date: 12/02/2022

  We sincerely apologize that you are not satisfied with your experience with us, as we always work to be as transparent as possible with our customers. While we are not required by law to disclose CarFax in the ****************, we do have them available in the showroom as well as on our website for each vehicle, in addition to information about the services we performed. We reviewed the CarFax and saw that there are minor damages reported. Per the verbiage stated on CarFax, minor damages usually refer to cosmetic repairs such as dings, small dents or scratches. This is certainly not something a reputable dealer deducts value for on a trade appraisal, as it typically means the previous customer took good care of their vehicle. Unfortunately, you are trying to trade in a market where trade in values, bank book values, and used car prices are dropping extremely quickly due to rising interest rates and new car inventory. We have several used cars on our lot right now where the listing price is much less than what we own the car for because the market has dropped rapidly.
  
  We cannot appraise a vehicle for another store, however we can over allow you on your trade to help on one of our own units. The value of $18k was given if we were buying it straight from another store or to help you out, and that is more than current market value.If you were trading with us, we would be able to show a little more for the value as an over allowance. We dont have any effect on taxes or titling fees,however you can cancel any products you purchased in finance, such as warranties, and get a prorated amount back, which would go to the lien holder if not paid off.
  
  Please feel free to reach out to us to let us know if you have questions or would like to discuss this issue further. We value your business and would like to improve upon your experience with us. 

• Initial Complaint

  Date:10/05/2022

  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.

  In March 2022, we had a transmission flush completed on our truck. The very next day, on my way home from work, I broke down on the side of the road because the mechanic at Athens Ford tightened the bolt too tight on the pan causing it to run dry. We called them and they picked me up and brought me to Athens Ford where I received a service loaner. They said they would be picking our truck up immediately. The next day I called to get an update and they said they had still not picked up our truck from the side of the road but it would be shortly that they did. (This alone aggravated me, knowing that my truck was left on the side of the road for over 24 hours.) Finally after a few days we received our truck back.Athens Ford informed us that our warranty was still in service. Fast forward 6 months later, our transmission started skipping again. We took the truck up to Athens Ford to have them assess it, at that time they did give us a loaner vehicle. After close to a week we finally got them to answer us and they blamed the issue on gadgets on the truck that have nothing to do with the transmission(Confirmed by 5 other ************ depts in our area). We picked the truck up and brought it home. After the truck started skipping again through gears, my husband decided to look and see if he could see anything weird under the truck. Low and behold the transmission is leaking fluid out of the bolts that are on the pan. ATHENS FORD STILL REFUSES TO FIX THE ***** EVEN AFTER COMPLETING SUCH DAMAGE TO IT. This vehicle is our only family vehicle, which means if something were to happen, myself and my kids would be on the side of the road. All we are asking is that they fix our vehicle that they messed up.

  Business Response

  Date: 10/06/2022

  They had an attorney reach out to us prior to them trying to contact upper management, so this was handled directly by our legal team (that's why all communication between employees and the customer were cut off). After our attorney spoke to theirs, their attorney understood the situation, wasn't provided the full information (just like you're not being provided) and dropped everything. He said they spoke to one other mechanic (not five), he wasn't given the correct information to diagnose it properly, and we provided pictures of the damaged parts and terrible workmanship from a damage repair due to the customer hitting a deer. Their damage has nothing to do with our transmission service provided back in March. The claim of it now leaking and not shifting correctly was never brought up as a concern when they brought it in, it was brought in for over heating. None of those issues were found during in****tion either. If there is an actual shifting issue now, it may be covered under their warranty as long as it's not found to be caused by the accident they had in the truck and they have all of their maintenance records that follow the factory recommended maintenance guide. 

  Carfax shows there was in fact a front end collision as we su****ted with the terrible wiring job, aftermarket grill, and the shutters not working properly. Originally the customer brought the truck in requesting just a transmission service in March (which sometimes is a red flag that something else is wrong and they think maintenance will solve it), we did the maintenance service on the trans. Customer drove out and the truck was shut down right up the road. We immediately went to pick her up and put her in a loaner vehicle while we had the truck brought back to the shop from a third party towing service. After in****tion from one of our Senior Master Techs, it was found that the original tech did not secure all the bolts and the fluid had leaked out. We repaired the trans bottom end with new parts, refilled, and secured everything and the truck was working properly.Six months later, theyre now saying that the trans is overheating because the thermostat on the dash is saying it is hot, and theres a check engine light on. We brought it in and put them in another loaner to check out the issue.After in****tion and test driving we found that the trans is running a little hotter than normal, but not above max **** from **** which would throw a code in the computer (there isnt one registering for trans concern). After further in****tion we found that the active grill shutters are not working properly because it appears the truck has been wrecked before and not repaired properly.He claims they talked with a **** tech who said the active shutters had nothing to do with a trans getting hot, that is false. We have several Senior Master Techs in our shop that can tell him otherwise. You have three active grill shutters on this truck, the one at the bottom of the grill is for the radiator and the transmission cooler. If the cooler isnt getting fed air, it absolutely cannot cool the transmission properly. We drove the truck and the trans was getting hotter than normal, we then opened the shutter manually and re-drove the truck, the temperature drastically decreased. The check engine light code is from an issue with their catalytic converter, not the transmission.
  
  If there was going to be cooling issues or issues in general from the work we completed, it wouldnt have taken six months to start showing. We would be willing to help them with the repairs they actually need, but not for free. I would be willing to give them employee pricing to help. We did offer this through their attorney as well as clamping their shutter open for them with their permission. 

• Initial Complaint

  Date:09/11/2022

  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 purchased 2018 **** Expedition *** from Athens Ford on 6/24/22 for $58,000. A day later, the car started slipping gears. A week later it was stalling in a busy intersection with my two children under two in the car. We initially called the salesman, but we were informed he was fired. My husband and I have called a dozen times and left messages with various managers with no response in resolving this issue. The car is no longer drivable and is being serviced by a dealership hours away having the transmission and torque converter replaced. It has been in for service since 7/30 due to nationwide shortages on parts and even though it has been expedited, **** told us it could be in for another ****** days. No dealership within a 500-mile radius has loaners available, so on top of the monthly payment we are making, we have had to miss work, school, doctors appointments, and even a hospice visit to my grandmother who has now passed away; this is time that we will literally never get back. The dealership should honestly be ashamed for putting a young family through this. Based on our personal experience, other dealerships we have spoken with in regard to this issue, and the counsel of other mechanics, we have every reason to believe this was a known issue on Athens Fords end. It is against the law for a dealership to sell a car without disclosing its condition. We understand the complexities behind the parts shortages and are not even asking for this process to be accelerated. But at the bare minimum, we would like reimbursement for the months our car is spending and will continue to spend sitting in a lot completely useless due to the dealerships negligence. Aside from this issue being unethical, it is illegal and has even gone so far as to endanger our children. Since the car is being serviced an hour and a half away, I do not have easy access to supporting documents, but would be happy to secure them if it would be helpful.

  Business Response

  Date: 09/26/2022

  Good Afternoon ******************, 

  First, we want to sincerely apologize for the massive inconvenience you've experienced during this time. It is never our goal for customers to be dissatisfied with a vehicle purchase and we absolutely would not make a sale if we were not confident the vehicle was in great condition. Every vehicle goes through thorough inspection and we of course would have resolved the transmission issue had it shown up in the inspection. We also sincerely apologize for the parts and loaner vehicle shortage that has caused you to be without a vehicle. Dealerships across the country are facing this issue and we completely understand the effects it can have on customers' day to day. We also apologize for the trouble you had when trying to reach out, as the salesman that assisted you is no longer with us and did not communicate the issue to us. 

  I know that you've spoken to one of our sales managers, *****, and that he issued a check to cover the payments on your vehicle that were due when it was in service per your request. With the vehicle issue being covered under warranty, we hope that these efforts given some reprieve from the issue and helped to resolve your concerns. 

  Please don't hesitate to reach out again with any questions or concerns. 

  Customer Answer

  Date: 09/26/2022

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