ComplaintsforSutton Ford Lincoln

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 13,2024, I purchased a 2021 Jeep renegade from Sutton Ford in ********,********. The very next day I get in the car to notice a puddle of water on driver side floor of the car. I immediately took the car back to the dealership. The man at the service desk told it was nothing he could do for me because it was jeep. I explain that I had just purchased the car the day before. He still said they couldnt do anything and that I had to take it to a jeep dealership so thats what I did. They had my for about 2 months before it was fixed. Within the first month of them having it, I tried talking to the sales manager about getting something else. The financing company was willing to still work with me to get something else. But the sales manager told me that couldnt and wouldnt take the car back. Within 2 months of me having the car back, Ive had to get oil changed and had to put it in the shop because of other issues Ive had with this car. Can someone please help me with this?

  Business response

  07/23/2024

  ****************** has most recently filled out a 1 star review on ****** and emailed a letter of her dissatisfaction. Unfortunatley, we were not made aware of her unhappiness earlier, however the correct protocal was completed. When purchasing a non ***** we take the vehcicles to the original manufacturer. Two days post pruchase, we found out that the moonroof was leaking. The part to fix it was on back order so we reimbursed ****************** for the rental bill (attached). This is considered goodwill as it was out of our control. ****************** purchased an extended warranty (attached) which will cover most major repairs. Her vehicle was also still under manufacturer warranty so the issues with the manufacturer would be covered. It appears that the root of the dissatisfaction is with Jeep and all items can be or have been corrected. 

  Customer response

  07/24/2024

   
  Complaint: 22007852
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business response

  07/24/2024

  No, we cannot take the car back at the original purchase price. You can bring it in and we can appraise the vehicle to try to get you out of it. 

  Customer response

  08/01/2024

   
  Complaint: 22007852
  
  I am rejecting this response because:
  I went to Sutton Ford on July 27,2024. The way they went about this whole issue was trying to put me and new car. Which was more than the one I bought. Which would have raised the price of my car and my insurance. Also, the sales manager was supposed to contact the owner of the dealership and call me back on Monday morning. He didnt call me until that afternoon. Also told me was going to call me back before the day was over. I didnt hear from him until July 31, 2024 when I called him. He told me he had a meeting with ******************* and was going to call me after the meeting with her. But I havent talk back to him 
  Sincerely,
  
  *****************************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 infiniti qx60 at sutton ford dealership on 5/10/2023. *********** name is ************************ and the sales manager name is *******. When test driving the vehicle i discovered that the vehicle was only blowing hot air. The dealerships sale manager ******* said he would get this issue fixed. I was instructed to come back to the dealership to receive a loaner vehicle so this issue could be fixed and the next day the check engine light came on. I got the light read at autozone and the diagnosis came back that there was a transmission issue. I was told by the dealership that this issue would be fixed as well. I asked if they can also provide me with an oil change and tune up as a courtesy for my troubles and i was told no problem, they would do it. The only problem this dealership corrected was the air conditioner issue. The dealership cleared all of the codes and proceeded to let me drive an unreliable lemon. I was also never given my carfax paperwork. I was told there was only 1 car owner and no accidents on the car. The cardax report on the dealerships website also did not provide the accurate information for this vehicle. I was sold a lemon and i was lied to about this vehicle.

  Business response

  01/04/2024

  This vehicle went through internal used vehicle inspection as well as was sent out to the Infiniti dealer. The vehicle in question is a 2014 QX60 with ******* miles. ** this point we have gone above and beyond for repairs and maintenance should be completed by the Infiniti manufacturer going forward. See below and attached the detail. 

  **tached are 3 forms. The first form is the ** dated 5/11, this ** shows that we replaced the **  sensor. It also shows that we sent the car to ************************************** because the check engine light was on. This ** was created a day after the customer took delivery, customer took delivery with NO check light present on the vehicle. Returned the next day with the check engine light on. ******* Replaced the Catalytic converter. The total ** shows a bill of $3473.80
  
  The Last 2 forms are our internal used vehicle inspection (UVI), we replaced a Radiator, changed the oil and wiper blades during our UVI which totaled $2319. UVI was completed 4/24/23
  
  We spent a grand total of $5,792.80 on this unit we did not clear any codes, we took the extra step by sending it to an Infiniti dealer to assure the car was safe.

  Customer response

  01/04/2024

   
  Complaint: 21087723
  
  I am rejecting this response because:

  On 1/2/24 I took the Infiniti QX60 to ************************************** and was told that the transmission is slipping. I purchased this vehicle on 5/10/23 and instantly discovered that the vehicle was not blowing any cold air. Sutton Fords service department put in freon which ran out of the vehicle on the very next day. Right after purchasing the vehicle, the check engine light also came on. I took the vehicle to AutoZone to have the codes read and there were 2 issues. One was the transmission, and the other was the catalytic converter. I immediately called Sutton Ford dealership to speak with the sales manager ******* to let him know of these issues so that we can get them resolved since I had just purchased this vehicle. I was told by the general manager that ******* was not in the office at the moment and to please allow him time to get these issues resolved since this was his sale. When the sales manager was back in the office I was contacted and was told to bring the vehicle to Sutton Ford, I would be issued a loaner car and the Infiniti truck would be sent to the Infiniti dealership of *********** to be serviced for the A/C issue. Once the vehicle was delivered to the Infiniti dealership I was informed by the sales manager at Sutton Ford that there was indeed an issue with the catalytic converter and this would be replaced along with a solenoid. The A/C issue and catalytic converter issues were fixed however the transmission issue had still not been assessed nor fixed. Before signing the sales contract for the truck I asked both the sales man **** and sales manager ******* if there were any transmission issues on the truck and if they can use the code reader to ensure there were no transmission issues on this truck. I was told that there were no transmission issues, this was obviously in fact not true. In your response, Sutton Ford, you stated that the check engine light came on AFTER I purchased the vehicle which clearly shows that there were some issues prior to my purchase. Only having the truck for the short period of time I had it does not constitute an issue on my behalf to cause the check engine light to appear. A catalytic converter will also not cause the check engine light to appear. These are clear indications that there were prior issues before I purchased this vehicle that Sutton Ford neglected to disclose even after I asked about the health of this vehicle. I also went back and forth with the sales manager and one of the previous salesmen about the Carfax on this vehicle. I was not provided a copy of the Carfax on this vehicle. I purchased my own copy of the Carfax on this vehicle on 1/2/24 and it shows that this vehicle is eligible for a 1 year autocheck buyback protection.

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

  Business response

  01/04/2024

  When the car was sent to Infiniti they performed an inspection on the vehicle also. Thats how they found out the catalytic converter was the problem. A missing catalytic converter or a miss firing catalytic converter will bring the check engine light on. Infiniti fixed the catalytic converter and the check engine light was gone. The Transmission was not a problem at that time. Transmissions on a 157k miles unit can go out anytime. We offered an extended warranty at the time of the sale which was declined. We fixed the ** and Catalytic converter, we even sent the car to the *** dealer so they can diagnose it. If it needed a transmission at the time, the Infiniti dealer would've told us. 
  
  Carfax and Auto check are 2 different companies that are competitors, Carfax buy backs is for certified units.
  
  
  
  

  Customer response

  01/04/2024

   
  Complaint: 21087723
  
  I am rejecting this response because:

  once again this information is incorrect. A warranty was NOT offered to me for this vehicle. Dont you think if a warranty was offered to me for this vehicle with it being a 2014 with over ******* miles that i would have bought the warranty?! The car was sold as is and I made sure i asked about a warranty on this vehicle and was told sutton ford would not be able to provide me with a warranty and i would have to purchase an outside warranty on my own. I even asked the guy who cashed the check in the finance office about a warranty and was told sutton ford would not be able to provide me with a warranty and he handed me a pamphlet for other companies i can go through on my own.  if transmission issues are liable to happen to this specific type of vehicle  with 150k miles or more as you just stated then why are you selling these vehicles on your lot? Especially without the option for a warranty? This further proves my point that i was sold a lemon that would get me about 5-6 months of use before i need a new one. Regarding the buyback protection only being for certified vehicles, please provide me with the jargon in writing where it states this vehicle must be certified vehicle in order to qualify for buyback protection. Infiniti told me this vehicle DOES NOT have to be certified in order for this vehicle to be bought back by sutton ford. What happened with giving me a tune up and oil change that i was told i would get that i never got? This unfair practice your establish has shown needs to STOP! I have contacted the attorney general regarding this matter and i will be consulting with an attorney on this as well. You have proven nothing but the fact that you can go back and forth with me instead of remedying a solution to get this lemon truck fixed. 

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

  Business response

  01/05/2024

  You misunderstood. Any vehicle is liable to have the transmission go out at anytime especially with high miles. You mentioned Carfax warranty and we were clarifying. The vehicle is not a lemon. Again, we went above and beyond by sending it to Infiniti and getting repairs. We are not liable for the vehicle. 

  Customer response

  01/05/2024

   
  Complaint: 21087723
  
  I am rejecting this response because:

  Please see both attachments of the service history provided by the *********************** dealership. You claimed to have given me an oil change when the vehicle went to the infiniti dealership and that was not true. I had to get the oil changed on my own on 6/5/23 as shown because sutton ford refused to keep their promise of providing me with a ************ change AND tune up. The transmission code that appeared when autozone read the codes was also not fixed when sent to the infiniti dealer. I was specifically told by the service advisor when my vehicle was sent to the dealership by Sutton Ford for the repairs on 5/23/23 that they were only instructed to fix the a/c and the bank 2 catalytic converter because that is what sutton ford only would repair PER ***********************. It also shows that sutton ford would complete the other repairs on the paper however that was not done and now im stuck with a failing transmission that was present BEFORE i purchased the vehicle. You were aware of this issue and instead of fixing the problem when it was brought to you, you left it for me to deal with. Your business has engaged in too many predatory practices. By Law Sutton Ford was responsible for disclosing all previous accidents and damage to this vehicle which you have failed to do. Please note that this is my 2nd attempt in providing you notice to fix this issue.

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

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this vehicle August 16th 2023 I have been having problems with it I took it back to **** 08/18 08/28 0n 08/23/23 they did pmi and Calibiratio DTc and Reassemble, and replaced glove box inner dash pieces, was hearing a loud noise as I drive the car already, a rattling as I drive the car the front end will seem like it's off banners the brakes make a noise but as I take it back Mr **** drove it on August 09/04/23 and he stated that is nothing wrong with the vehicle I told him I am not satisfied with it and I need you to give me something else I also told him the windshield was something on it and I try to get it off he had them to clean it they got most of it all but it's still something on there I drove it on yesterday as it was raining the ability was hard to see, I had to keep the wipers on a fast speed and ordinary for me to see because the windshield has a fuzzy film of it, I explained to them whoever this car belongs to did not take care of it I asked him for a Carfax, they didn't gave me one.I am not pleased with this car not when I got to pay this kind of money for a 2020 yes I know my credit is not that good and that's why they put me in that that vehicle ,I also look on NHST there are 11 recalls on vehicle. And they are the problem that I told Mr **** that I was having.thank you and I'm waiting on the resolution sincerely you're surely ********************

  Business response

  09/27/2023

  We currently have an appointment set for ********************************** the second week of October. When she rode with the manager, the complaint could not be duplicated. Unfortunately we cannot fix anything unless we experience the issue. We could not switch the vehicle due to credit. We are more than happy to revisit the windshield in the meantime for overspray. 

  Customer response

  09/27/2023

  Complaint: 20591271
  
  I am rejecting this response because: Yes they gave me appointment on 10/03/23, yes **** did drive the truck, and said it was not wrong with it. I have had many people to drive it. And they say the same thing i said what wrong with the vehicle. I pray that they do repair it. **** also said w
  
  Sincerely,
  
  *****************************; 

  Business response

  09/28/2023

  We will try to identify your concern when for your appointment time. 

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told I have a bumper to bumper warranty on a vehicle I purchased in July 2022. I asked the sales person **** at least 5 times if it covered everything. The answer from him and the finance manager was yes. Don't worry about that You are covered. There was a problem with my rear washer fluid and of course it is not covered by the so called bumper to bumper warranty. I in fact have the premium warranty that doesn't cover everything. ******* in the service department is the best thing they have going for them. ******* contacted **** directly and was able to get a substantial amount of the cost covered. I asked that the remainder at least be split between myself and the dealership because I was lied to. I felt my part in all of this was believing the lies that they told me. Their finance person is no longer there to verify anything and the sales person has changed his stance as far as the bumper to bumper. Now he tells me I have the premium package, but it doesn't cover everything.

  Business response

  01/30/2023

  We spoke to Ms. ******* and reviewed her warranty. She now understands. ****************** covered most of the repair due to our working relationship and we completed the repair. ****************** stated she is happy 

  Customer response

  01/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and found it satisfactory once the dealership absorbed the remaining cost. I just wish it didn't have to come to all of this due to misinformation by the salesman. Many thanks to ******* and ***** in the service department for caring.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a car just under a year ago. I have been trying to get in contact with dealership for the past year. I either get a person who says they cant help me, but Ill forward you to someone else then I get voicemail or I just get voicemail and never get a return call. I was sold multiple services after agreeing on an price. One of the services was for Autobutler. I was lied to at every aspect when it comes to this package. 1st lie was that I can get this service performed at any dealer. Sutton ford is nowhere near me, they just had the car in stock we wanted. 2nd lie is that it would be free when we come in. Now I receive reminders that ghe autobutler service is due and its $14.95. 3rd lie, if I cancel it will be prorated for unused cleanings. Well Ive been trying to cancel since my first one is due but nobody will return my call. They sold me a bunch of other useless ****, their salesman was good. I bet he made them a lot of money. But he was very unethical. I would like to come in with my sales paperwork and walk out with a refund for at least the autobutler. All the other stuff Ill chalk up to a learning experience. But this package in particular has just flat out lies. I have also contacted attorney general back in March, but dealership still wouldnt return by calls.

  Business response

  10/03/2022

  I'm sorry they  didn't see value in these products.   The majority of our customers appreciate these products.   I've attached the documents that the customer signed for the products.  Not all dealerships have auto ****** the ones that do will honor the service.   I went to ****** maps and if the customer still lives at the same address we're 45 min away and would be happy to schedule the service to be done.   

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Sutton Ford a couple weeks ago & this last week it stopped working.. I had it looked at and was told it has a bad transmission & two bad radiators. It would cost $5,000 to fix. I tried contacting the dealership and they forward my calls, dont call me back, and hang up on me.. I messaged the salesman directly & he said it was sold as is. But they didnt disclose that there were any problems with the car.

  Business response

  09/06/2022

  We towed *******'s vehicle to our dealership and diagnosed it needs a transmission .    the vehicle is not under warranty, but we are going to goodwill her the transmission repair and no cost to her.   She said once the vehicle is done she'll reach out and to the BBB and retract her complaint

   

  
  Thanks,

  Karen 

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle 6/10/2020 from Sutton Ford. The vehicle was a total loss on 7/31/2021 Im results I reached out to cancel gap and all warranty coverages that was purchased at that time. After several attempts gap was canceled and refunded. My vehicle warranty coverage has yet to be canceled they advised me 6/6/22 it has been escalated and to be canceled asap. However at the time of vehicle purchase they required me to also purchase 3 additional coverage, I declined the coverage but they told me in order to purchase the vehicle I had to purchase the 3 plan listed below. 1. was secure etch for $995 2. Limited interior warranty contract for $1095 3. Auto ****** for $995 I spoke with ****** 6/3/2022 in financing and she advised me the plans could be only canceled within the first 30 days of purchase. If I never wanted the plan to begin with and it was so mandatory how could they be canceled within 30 days. Just as I canceled the gap purchase and the prorated refund was issued these 3 plans should also be prorated.This dealership mislead me during my transaction they forced me to purchase these additional plans and will not allow me to cancel the plans and issue a prorated refund.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I used the Finance option through SUTTON FORD website on 4/6/22 to apply for the purchase of one of their vehicles. I was APPROVED for the loan ( not pre- approved ). The Options of the **** edge I was approved for was different than what the Carfax report listed. This vehicle had no leather seats as described, instead had fabric seats. Also, when they ran the numbers again I was informed I would be getting ******* less money for my trade than was in the original offer. That is significant difference in price. Now I have 4 credit pulls that will be on my credit report for 2 years and also lowering my credit score.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I have been in contact with this dealership about my concern for over 2 years now. My personal information has been switched with another person who currently owns a **** vehicle. I no longer own a ****. Previously, when I owned a Lincoln, I brought my vehicle to be serviced at this dealership. I have asked this dealership to correct this error in their system as I started to receive someone else's personal information (while being serviced). This has NOT stopped. When this customer receives any type of car service, I am notified. When this same customer receives a rental car, I am notified. I am notified not only through many phone calls but through emails as well. I received a phone call from the dealership very early this morning and a recent phone call about a car rental from Enterprise. I DID NOT RENT THIS VEHICLE. I also called the dealership back today, 21 FEB 2022. I was told that there were several managers working, but on several occasions I was transferred to a voicemail. I do not own a ****. ITS BEEN OVER 2 YEARS NOW. I am asking for **** to correctly change my information that has been mixed somehow in their computer system with a current **** owner. I do not know her. I am no longer with the **** family. How is she receiving important information if you keep sending her details to me? I would like SUTTON FORD to stop emailing me and calling me ABOUT A VEHICLE I DO NOT OWN. I should not have access to her personal information. I would like to be notified by the owner/manager in charge to *** concern is finally resolved.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Bought a new car from this dealership. Took it home and found it had an open recall. According to the recall notice, the recall cannot be resolved because there is no solution. The recall was for a major brake problem that could cause a crash. I sent an e-mail to the owner and sales manager. They in turn called me and advised that the Bronco shouldve never been sold because of the recall. It is totally against the law (federal actually) to sell a new car with an open recall. ******* The sales manager arranged to have the new car I JUST bought returned. They sent someone over to bring my trade to me and pick up the new car. This is a SERIOUS issue!! I bought the car for my pregnant wife! Just think about how she dodged the bullet. This is not right! Im more mad that something bad couldve happened to my wife and baby ALL BECAUSE THIS DEALERSHIP FAILED! I also plan on filing a report with the federal gov.

*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. ↩