Complaints

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

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased A 2013 ******* ***** ** from Keller's Auto Sales. On the day I test drove the car it was 60 degrees and the A/C was blowing and cold. The next day I drove the car to work and on the way home it was 79 degrees and it was not longer blowing cold. I called Keller's and we agreed on a time and day to bring it back. I showed up and waited a really long time but they told me they fixed it so I went on my way. Less than 30 days after purchase I had engine cylinder failure on 516 in full traffic early in the morning, it bucked and jerked and I did not know what was going to happen. The car stalled in the lane when I exited. I was near my shop so I had it towed there. The ran the diagnostic and told me Cylinder 1 was bad. I contacted Keller's, they messaged me back within 30 minutes stating that ******* has an extended warranty program. I had the car towed to *******. They stated that they had a backlog and it would be at least 2 months. I was struggling just to get an available rental car. *******s was not honest about what was wrong with my car and wanted to charge me $1700 for services not guaranteed to fix my car. I had to pay $165 for a diagnostic. I had the car towed to another ******* dealership. They told me they had a backlog. Keep in mind, I am still in a rental car, months later. This ******* dealership was not honest with me about what it would take to fix my car. I had to pay for another diagnostic. I paid a friend to tow my car to a third ******* Dealership. This dealership told me the truth that my car needed a new engine for $10,000. ******* USA denied any extended warranty for my vehicle. After putting the new engine in my car, they called to tell me the bad news, I also needed a new Turbo another $2,000. After this whole process (a year). I was driving the car and the AC stopped blowing cold. My mechanics put dye in it and it leaked in 2 places, another $400. Car dealers know about the problems with ******* engines, some dealers won't sell them.

  Business Response

  Date: 04/05/2024

  
  Ms. *******
  

  Thank you for bringing this matter to our attention. We are happy that we were able to repair your AC in a timely manner following the purchase of your 2013 ******* ***** **.
  

  In regards to the engine issues you have experienced with your ***** *** we referred you to the manufacturer as stated, because they were offering an extended warranty program. We had no reason to believe they would not honor their extended warranty, and we cannot speak for their reasons for refusing to do so. 
  

  Our vehicles are sold “As Is” which is advertised on each car and disclosed in multiple documents at the time of purchase. Customer’s have the ability to research a particular make and model year of a vehicle via a multitude of free online resources and/or schedule a pre-purchase inspection with a third party mechanic to determine whether or not a vehicle is the correct fit for them. We also offer extended service contracts to assist customers with potential mechanical repairs which you declined at the time of sale. 
  

  I would also like to note that the 2013 ******* ***** ** was your fourth vehicle purchase from our dealership over the course of thirteen years. We appreciate your continued business, and we hope you know as a repeat customer that we do our best to provide our customers with quality vehicles and service.
  

  To the best of my knowledge you did not reach out to us after learning that ******* would not honor the engine replacement. If we had known this prior to the new engine being installed, we would have been happy to assist you in researching alternative options, such as using an independent mechanic and/or purchasing a used or remanufactured engine at a lower cost 
  

  As far as the AC repair that had to be completed a year after the initial repair made by our dealership, it is unfortunately not possible for us to foresee all potential future repairs that a vehicle will require. 
  

  We appreciate your repeat business over the years, and we hope to have the opportunity to assist you again in the future. 
  

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

  
  

  Customer Answer

  Date: 04/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Your staff stated that your business did not owe me anything even though the car broke down within 30 days of purchase.  I did tell your staff that ******* was denying my claim. Matter of fact, I made ******* USA open the claims 3 times. Three times denied. Extended warranties would not have been honored on a vehicle with a known manufacturer's issue. You know that. I was without the vehicle that I was making payments on for a year. So, I was supposed to continue to call you and beg you to do the right thing? It was never mentioned that if ******* didn't honor their extended warranty, you would help me. I was told, we don't owe you anything. You bring up the fact that I bought four cars from you, that is why you should have taken care of me. I will never buy another car from you. I have purchased 4 additional vehicles from other dealers during that time as well. You should reimburse me at least half of the burden of $25,000 for repairs and rental cars. 

  Regards,

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

• Initial Complaint

  Date:02/24/2023

  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.

  I had bought one car from them and because of that I purchased another car in February. They told me the car was great showed me the car fax. I bought the additional warranty for which they were paid. 2 weeks later my cats transmission failed. I have gotten no response from Keller even though I texted and emailed. The warranty process has been ridiculously difficult and I have been with out my car.

  Business Response

  Date: 02/28/2023

  Prior to Mr. ****** ** choosing to purchase a vehicle, we sat and went through the ******.  At that time I mentioned the Manufacturer Customer Satisfaction Program (see below from the ****** report)

   

  • Manufacturer Customer Satisfaction Program issued

  o  Program #14M02 TRANSMISSION CONTROL MODULE

  o  EXTENDED WARRANTY COVERAGE

  • Locate an authorized  to obtain more information

   

  He called me about the check engine light a couple weeks after his purchase.  He indicated the vehicle was operating normally.  I told him we would be happy to see if there was anything we could do to fix it. After diagnoses, we installed a new sensor.  I told Mr. ****** ** that if it did not resolve the issue, then it was most likely an issue with the Transmission Control Module (TCM) and that would be handled by the manufacturer customer satisfaction program.  He text me and said we didn't fix his problem - that the check engine light came on once again.  I reminded him that Ford had an extended warranty for a transmission issue and to see if the TCM was the problem. I did not hear back from Mr ****** ** after that.

   

  Then on 2/27/23 we received his communication from your organization (BBB) I read that he is frustrated with the warranty company and whoever he chose to look at his vehicle's issue.  Keller's Auto Sales is not involved in his dispute, but we're happy to assist.  So, I contacted the warranty company, who sent me the following communication from their customer service department working with Mr ****** ** and the shop he is working with.

   

  Claim was started for this vehicle 2/16/23 for not shifting properly and check engine light being on. Shop stated there was internal failure to the transmission. They initially did not give us a full estimate on repair and stated they would call us back with that information. We attempted to call customer to obtain a customer statement since it was 16 days and 491 miles since sale when they started claim and left customer a voicemail to call us back. We also sent shop an email because there are two open customer satisfaction programs both related to the transmission that the vehicle qualifies for and we referred the shop to inquire with the dealer and get back to us. We spoke with customer on 2/21/23 and confirmed when he issues began and we gave him update on where we stood with claim and last conversation we had with shop. Customer then stated shop never got our email so we emailed shop and cc'd customer in the email as well to confirm if vehicle qualifies for both transmission warranty extensions and get back to us. That was on 2/23/23 and we have not heard from customer or shop since. Tried calling shop now but they are not available.

   

  I hope this clears up any responsibility on Keller's Auto Sales part.  We hope Mr. ****** ** will contact Ford directly.

   

   

   

  --

  Business Response

  Date: 02/28/2023

  Prior to Mr. ****** ** choosing to purchase a vehicle, we sat and went through the ******.  At that time I mentioned the Manufacturer Customer Satisfaction Program (see below from the ****** report)

   

  • Manufacturer Customer Satisfaction Program issued

  o  Program #14M02 TRANSMISSION CONTROL MODULE

  o  EXTENDED WARRANTY COVERAGE

  • Locate an authorized  to obtain more information

   

  He called me about the check engine light a couple weeks after his purchase.  He indicated the vehicle was operating normally.  I told him we would be happy to see if there was anything we could do to fix it. After diagnoses, we installed a new sensor.  I told Mr. ****** ** that if it did not resolve the issue, then it was most likely an issue with the Transmission Control Module (TCM) and that would be handled by the manufacturer customer satisfaction program.  He text me and said we didn't fix his problem - that the check engine light came on once again.  I reminded him that Ford had an extended warranty for a transmission issue and to see if the TCM was the problem. I did not hear back from Mr ****** ** after that.

   

  Then on 2/27/23 we received his communication from your organization (BBB) I read that he is frustrated with the warranty company and whoever he chose to look at his vehicle's issue.  Keller's Auto Sales is not involved in his dispute, but we're happy to assist.  So, I contacted the warranty company, who sent me the following communication from their customer service department working with Mr ****** ** and the shop he is working with.

   

  Claim was started for this vehicle 2/16/23 for not shifting properly and check engine light being on. Shop stated there was internal failure to the transmission. They initially did not give us a full estimate on repair and stated they would call us back with that information. We attempted to call customer to obtain a customer statement since it was 16 days and 491 miles since sale when they started claim and left customer a voicemail to call us back. We also sent shop an email because there are two open customer satisfaction programs both related to the transmission that the vehicle qualifies for and we referred the shop to inquire with the dealer and get back to us. We spoke with customer on 2/21/23 and confirmed when he issues began and we gave him update on where we stood with claim and last conversation we had with shop. Customer then stated shop never got our email so we emailed shop and cc'd customer in the email as well to confirm if vehicle qualifies for both transmission warranty extensions and get back to us. That was on 2/23/23 and we have not heard from customer or shop since. Tried calling shop now but they are not available.

   

  I hope this clears up any responsibility on Keller's Auto Sales part.  We hope Mr. ****** ** will contact Ford directly.

   

   

   

  --

  Customer Answer

  Date: 02/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Keller never disclosed the problems with the transmission and **** ****** NEVER mentioned their was a problem with the car until it was purchased. Even worse, the warranty company has been difficult to deal with so after spending 10K I have no car and no recourse?

  Terrible way to run a business and his saying he called me is and offered to help is NOT true.

   

  Regards,

  *** ******

  Customer Answer

  Date: 02/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Keller never disclosed the problems with the transmission and **** ****** NEVER mentioned their was a problem with the car until it was purchased. Even worse, the warranty company has been difficult to deal with so after spending 10K I have no car and no recourse?

  Terrible way to run a business and his saying he called me is and offered to help is NOT true.

   

  Regards,

  *** ******