Complaints

This profile includes complaints for Buss Ford Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Buss Ford Sales

  111 S. Route 31 McHenry, IL 60050-0516

• 

  Buss Ford Sales

  111 S Highway 31 Mchenry, IL 60050-0516

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:11/01/2024

  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 am filing this concern because we bought a premium care warranty for our 2019 Escape. It was a used car with ***** mileages and 3 years remaining on the current warranty. We were buying premium care to cover once the other warranty ended. This car was for our daughter and we needed to make sure she had coverage.We spoke with the finance person he said it was our mistake or miscommunication. Offered no solution or even willing to offer any other help except another warranty. This really weighted heavy on us because it seemed we were misled and sold a bad warranty. No one from the company seemed concerned enough to call us and see how this could be corrected or a refund back to us.We have spoken with a number of people (and ******************) and found out we were sold a useless warranty. There should have been a stipulation of starting when the Power Train of 5 years or ****** was complete with the 3 years remaining and then our premium care purchased warranty should have started after all the other warranty expired. We should not have been sold this warranty because it actually means what we were sold a warranty that walked us back with no real coverage at ****** this point, I would like to know what your dealership is willing to do to correct this useless warranty we were sold.

  Business Response

  Date: 11/04/2024

  Dear BBB,
  I have attached all the relevant documentation that we reviewed with the customer regarding warranty options and associated costs. During our discussion, we went over the terms of the service contract, and the customer signed in two places: once on the product disclosure and once on the service contract. Both documents clearly outline the warranty expiration based on time and mileage.
  As part of our process, we ensure that we review the available warranty options with the customer, recommending the best choice based on their specific time and mileage needs. I also offered to meet with the customer to walk them through the documentation and answer any questions they may have.
  Please let me know if you need anything further.

   

  **** ****

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22503379
  
  I am rejecting this response because:
  

  Yes, we received a call from **** **** that felt overly more concern with the BBB complaint.  There was more defending his stance on the way they operate than what was done to us as the customer.  Our expectation was an extended premium care warranty, which should have been enforced once the factory warranty expired.  Hence, the word extended means after one thing is complete.    He offered to sit down and go over the same thing again.  We found the entire conversation offensive and not constructive at all.   We were taken advantage of and the money should be returned..  I do not plan to keep hearing the same conversation without any real concern for what we the customer experienced.
  Sincerely,
  
  Dover Brantley

• Initial Complaint

  Date:09/30/2024

  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.

  I purchased a 2019 **** escape from Buss Ford in ******* ******** in June of 2023. I paid $29,000 including an extended warranty on top of a powertrain that the vehicle still had. The vehicle had ****** miles on it. May of 2024, my vehicles engine started making a terrible sound and it wouldn't accelerate properly. I called and asked where I could take the vehicle in because their service department couldn't get me in for 4 weeks and they had no loaner available. They told me I could take it to any mechanic because of the extended warranty. However the issue with the vehicle was a powertrain issue. Which they should have known given the description I gave them about what was wrong with my car over the phone. So the mechanic I took it to wanted to charge me 400 plus dollars because it was a powertrain issue. Buss Ford did cover that cost. They had my vehicle towed to them and informed me that the vehicle would need an entirely new engine. Powertrain covered that. They gave it back to me and in under 24 hours there was another issue with the engine. So they took it back, fixed it and gave it back to me. Then the exhaust started to smell really bad and smoke terribly. To the point that my children were complaining and it was giving us headaches. I took it back in and they told me that the engine just needed to be broken in for 1500 miles. Come to find out it was still broken so they repaired it again. But the issue still remains. Really badly. So I took it into a different dealership. They're putting in a new turbo and a new intake valve that ******** broke when they replaced the engine. I've attempted to have a buyback through **** Corporate. But they denied me because the issue started 18 months after the warranty was issued. Despite the fact that the previous owner had the car in the shop at Buss Ford multiple times for same issues. They actually replaced the turbo already with the previous owner. But they're still denying my buyback. Thank you in advance!

  Business Response

  Date: 09/30/2024

  To whom this may concern

   

  I just got done speaking with ***** ****** for the last 30 minutes in regards to her BBB concern. ***** is more frustrated with ****************** than Buss Ford Lincoln. Buss Ford Lincoln has provided ***** with loaner vehicles, paid her deductible throughout the entire repair process. It is unfortunate that the vehicle is giving her all these troubles but we had no way of knowing this was going to happen, and it took a year after she purchased the vehicle for any problem to arise. ***** vehicle should be repaired in the next day or two and she is going to let us know the results. We are both hoping no future repairs are necessary and she will be happy with this vehicle moving forward. 

   

   

  **** ****

  Buss Ford

• Initial Complaint

  Date:01/13/2024

  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.

  I hate to do this because we are "friendly local businesses" when I purchased my car through them they used a fake type of Carfax. They had my car as an accident free vehicle. After purchasing and needing some work done I was very skeptical of this due to some issues and broken/ missing parts. Now I got an email and they offered me a real Carfax from them on my car, and my speculations were right the car was in an accident and it is filed on the car fax prior to my purchase of the car.

  Business Response

  Date: 01/17/2024

  Dear *****************************,
  We appreciate you taking the time to share your concerns regarding the Audi you purchased from Buss Ford Lincoln. We take customer feedback seriously and are committed to addressing any discrepancies or issues.
  Firstly, we want to acknowledge the discrepancy between the AutoCheck and Carfax history reports. We understand the importance of accurate information when it comes to a vehicle's history, and we sincerely apologize for any confusion this may have caused.
  Upon reviewing your case, it's noted that the AutoCheck history report did not show any accidents when you purchased the Audi on August 6th,2022, and it continues to reflect the same status today. However, we understand that the Carfax history report indicates "minor damage" reported on 8/13/2020.
  Our Carfax representative has provided clarification on the definition of "minor damage" as provided by Carfax, stating that it is usually cosmetic, including dents or scratches to the vehicle body. Minor damage does not mean that the vehicle was in an accident and merely states it had a minor cosmetic concern.
  Please feel free to contact me, ***************** directly so that we can discuss this further and work towards a resolution that addresses your concerns. Your satisfaction is our priority, and we want to ensure that you have a positive experience with Buss Ford Lincoln. 

  Customer Answer

  Date: 01/19/2024

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