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:02/25/2025

  Type:Billing 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.

  On Feb 2, 2025 I purchased a 2015 F150 Black Ops edition from Fair Oaks Ford. I traded in my 2023 Colorado for this vehicle.I owed ****** on the Colorado and the F150 was ******. I ended up financing ****** as the negative equity from my Colorado was rolled into the F150. ******** was financing the Colorado, and was called and notified about the pay off that has yet to occur. *********** has already started the new account for the F150 and I have a payment coming due.Fair Oaks Ford has not paid off my on the Colorado they now have listed for sale on their website. It has been **************************************************** 21 days.

  

  Business Response

  Date: 03/03/2025

  Thank you for the information. The trade was paid off, and the check cleared our bank on Feb. 21. We called the customer to let her know and trust this clears up any issues. Thanks. 

• Initial Complaint

  Date:01/27/2025

  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 was granted a good will warranty on 5/26/2023 through Lincoln ************************** as a good gesture due to paying out of pocket for a previous repair. The warranty expire on 5/23/2026 or ******* miles w/ 100 deductible. I started having an issue pertaining this problem while the vehicle was still within the warranty. During, this time I had been expressed the car had been been jerking this current with the Service Manager *** at ********************************* in Naperville around April of last year. Servicer manager and I agreed that it would be in the best interest to diagnose the vehicle at the same time when part would arrive for the display screen. Due to dealership having a 30 day waitlist for loaners and having a shortage on loaner vehicles because my job requires me to travel i would need a loaner for transportation. Well the part that was needed to repair the display screen took a lil over 3 months to arrive due to being on back order. ******* that time I was in communication w/ The Client ***************** about this as well. ******* the time frame of me waiting for the backorder part to arrive I contacted the Client Specialist to explain the situation and was told that my car warranty did not expire until after ******* miles something totally When the car went in finally for service I received a call from *** from the Service stating my car warranty had just expired. Lincoln couldn't find what the issue was. *** stated at pickup i could go for a test drive with him on spare time to feel what i've been stating. I agreed so we test drove the car and he then understood what i was complaining about. The car was returned to dealership for further evaluation w/ a transmission specialist and determined a trans issue. Now Im being told by the Customer Specialist that they would only cover $1400 out of 4k repair. Im disappointed w/ the outcome bc car was under warranty at the time this issue was reported & still been taking care of thru warranty.

  

  Business Response

  Date: 02/05/2025

  Thank you for bringing the customers concerns to us. We are sorry ******************** will not provide more assistance. The warranty coverage is determined by them and out of our control.
  The customer did not purchase the vehicle from *********. On October 7, 2024, when she came in for service work, we provided goodwill service and vehicle maintenance. At the time, we could not recreate her issue of winding and dragging, and did not hear any squealing noises. The mileage was *******.
  
  The customer came back January 9, 2025, and we diagnosed an issue with the torque converter. The mileage was ******* and warranty coverage ended at 132,315.Oasis report attached. We did not charge her for the diagnosis. The customer said she was happy with our Service Manager, **** help, and that she would bring a complaint to Lincoln. We trust this is the proper party for any further warranty assistance.
  

• Initial Complaint

  Date:12/27/2024

  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.

  In April *********************************************************************************** to get new brake pad and rotors also new brake hoses so I took my car to the nearest mechanic to get It fixed and the mechanic told me I needed new brake pads and rotors replaced **** dealership had sent me a recall notice on my brake hoses right after I had just took my car to the nearest mechanic then I took my car into the **** dealership to ask them about the recall and the **** dealership took my vehicle into and serviced my vehicle I also told them and showed them the paperwork that I had just got my vehicle worked on Ive been on the phone with the service manager department 2 or 3 times since the work was done to my car and he kept telling me to call the warranty department for them to help me with the situation so I did and the warranty department told me that they dont have a recall on file with my information and for me to keep bugging the **** dealership to fix my problem so just recently I went to the same dealership to get a oil change done on my car and I spoke to the service manager in person asking again how do we fix this problem because I paid 1100 dollars for my car to get fixed and the manager told me Im not even going to get back half of my money just want help figuring this out because I spent a lot of my money I didnt have just so I can keep a job to pay my bills I also have receipts for where I got my work done on my car from my brake situation and I also have my paperwork from **** servicing my vehicle when the recall came out

  

  Business Response

  Date: 01/06/2025

  Thank you for bringing the customer's concerns to us. We have opened a case with the manufacturer generally, and on the warranty side. We notified the customer and we are waiting to hear back. Once we do, we will advise the customer. Thank you. 

• Initial Complaint

  Date:11/17/2024

  Type:Customer Service 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 purchased a Powertrain warranty for $2,020.00 on November , 2024. I have reached out to the dealer by phone and have emailed the General Manager of the store in order to cancel the warranty and get my purchase for the extended warranty refunded. I ask BBB's assistance to get this complaint remedied and my purchase refunded.

  

  Business Response

  Date: 11/25/2024

  Thank you for bringing the customer's concerns to us. As soon as we got the complaint, we processed the cancellation. We called the customer to let him know, the refund will be processed and funds sent to the lienholder. We trust this clears up his issues. 

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22569142
  
  I am rejecting this response because: I have still not received the **** Pass ****** points I was promised for buying a Blue certified car from the dealer. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/02/2024

  As soon as we got this additional complaint information, we contacted program headquarters, who made us manually redeem the points. They are on his pass now and we called to let him know. We trust this clear up his concerns. Thanks. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22569142
  
  I am rejecting this response because:

  as of 12/1/2024 the cost of the warranty has still not been credited to my account. 

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

• Initial Complaint

  Date:10/30/2024

  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 had a hard hit on my credit report without permission after purchasing a vehicle outright with no loan. I was told by the dealership to contact the credit company to get the hit taken off and I cannot seem to get it taken off and now my credit has been affected.

  

  Business Response

  Date: 11/07/2024

  Thank you for bringing the customer's concerns to us. Our standard practice is to obtain a credit report for customers paying outright to verify identity and OFAC. There is a business need and we obtained the customer's signed authorization. If she would like to have it removed, she can contact the bureau and explain that she does not want it on her report. We will assist should we get anything from the bureau. Thank you. 

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22495129
  
  I am rejecting this response because: I was told it was a background check and not a credit check. I have reached out to have it removed. If I was lied to it should not be my responsibility have to deal with it being removed. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 11/12/2024

  Thank you for the additional information. We wrote directly to ********** to have it removed. If the customer would like a copy of our letter, please have her call and ask for ***, our General Sales Manager. *** did attempt to reach out to the customer as well.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22495129
  
  I am rejecting this response because: I have not had a solution from this. The hit was not removed from my credit.
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/10/2024

  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.

  This vehicle was purchased in February 2024. It was brought with about 6000 miles, used, and we were told that it was a buy-back vehicle due to an issue with the screen that had been since fixed. We obviously believed them since the screen looked normal and seemed to work. After buying the car and paying monthly loans of $2500 on it, there was a sign on the dashboard saying that there was something wrong with the suspension. Took it in to get it fixed, got the car back in 2 weeks. another week goes by and a new issue shows up, they kept the car for 3 weeks. another problem and then it took them a month to get the car fixed. I needed a vehicle to go to work because I could not keep taking my moms as I had for the past two weeks. they gave me a loaner. then during the third time they claimed that they were waiting on parts, for 4 months they were waiting on parts while I drove a loaner and paid a loan on a vehicle I was not even touching. Please let us know what our options are because we are extremely upset with not only the car, but the location of service and the company itself. we would not want to recommend this car to anybody and, if we can, we would like our full money back up $64,000 or a black label vehicle brand new because this is quite upsetting to deal with. Thank you for your time and consideration, Please let us know the next steps.

  

  Business Response

  Date: 09/16/2024

  Thank you for bringing the customer's complaint to us. The vehicle had a suspension problem, and the customer was in a loaner while we waited for parts. After the work was done, everything worked fine with no issues. The customer did not pay for a loaner and there is nothing we could have done to speed things up since we were waiting on parts. The initial issue was for the Sync screen, an entirely different concern. We trust this clears up any issues. Thank you. 

• Initial Complaint

  Date:06/12/2024

  Type:Sales and Advertising 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.

  Quoted a price for labor/materials for work to be done to a car prior to purchasing. Immediately after purchasing the price was in question, then changed significantly while the scope of labor/materials did not.

  

  Business Response

  Date: 06/25/2024

  Thank you for bringing the customer's concerns to us. The customer did not purchase a vehicle from us. He contacted us about aftermarket service parts and labor. Our aftermarket salesperson told the customer on no less than three occasions that the salesperson would need to confirm pricing. We never quoted a figure and always said we would need to confirm with the service department. The customer has not given us any deposit and has never been to our store. However, when our General Manager, ***********************, got this complaint, he immediately called the customer to work with him. Please have him contact ***** at ************ so we can perform the service work. Thank you. 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21841902
  
  I am rejecting this response because:

  The businesss response was not accurate. I could go into great detail if needed. Nevertheless, after exchanging voicemails with ***** the price is still not $12,600. Im not sure what it would be, but it would be more based on his statements. I still have no timeline for the work to be done.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/02/2024

  Thank you for the additional information. Again, this customer has only inquired about service prices with us. He did not purchase his vehicle from us. The pricing our GM quoted him is consistent with other **** stores. He is welcome to have the work done elsewhere if he is not happy with our pricing. 

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21841902
  
  I am rejecting this response because: I am not happy with the dishonesty. The purchase of the vehicle (which may have been at this dealer had they responded to my inquiry in a timely fashion) was predicated on the price I was given from Will only an hour before signing the papers on the car as my salesman had previously worked here and connected us for the service work. Immediately after signing papers, just two hours after our previous conversation, the whole story changed. So I guess at this point I just want other consumers to be aware. Stereotypes come from somewhere.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/17/2024

  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.

  Fair Oaks Ford has had my 2018 **** Mustang since January 4th, 2024. I brought it in because my check engine light had come on, and they discovered that coolant had been leaking into the engine block. The vehicle is under a 7-year, ******* mile powertrain warranty, and this should be covered under that. However, there has been constant back-and-forth, or so I am told, with **** warranty on the recommended repair and what they will cover, which has taken over 6 weeks and still counting.Further, the dealership performed a tear down of the engine to diagnose the issue, which is one thing not actually covered by the warranty, setting me back $950. My service advisor, *****************, even admitted to me that the tear down was not necessary to diagnose the issue, but **** warranty supposedly pushed them to do this.As they have had my car for over 6 weeks, for the first 4 weeks they had no loaner cars available, forcing me to rent a car to get by, costing me over $900.Lastly, getting information from my service advisor, *****************, is like pulling teeth. I have to consistently call the dealership to get information and updates, and often Ill leave messages and not get a response. Or Ill be promised a call or an update which never comes.Overall, this is by far the worst auto service experience Ive ever had. I feel cheated given the warranty I was sold when buying the car. If I knew this is how a situation where the warranty was applicable would be handled, I would have never bought this car, or ******** for that matter.

  

  Business Response

  Date: 03/04/2024

  ***************************** a Service Manager was able to resolve the issue with this customer *******************. He submitted a case with **** and was able to get him all of his money back that he spent for a rental vehicle out of pocket, he was also able to resolve the issue with him being charged for the "teardown" of the engine. **** is paying for that as well. At the end of the day, after hearing all of this the customer was extremely grateful for everything that was done to resolve his concerns and only ended up paying $100.00 for the repairs out of pocket. His vehicle has also since been completed and he is back on the road again, ****** and the customer met face to face and he thanked ****** personally for his effort making sure that he was happy and that he would be a returning customer for life.  

  Customer Answer

  Date: 03/04/2024

   
  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,
  
  *******************

• Initial Complaint

  Date:07/26/2023

  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.

  To Whom It May ********* purchased a 2022 ***** CX-30 from Fair Oaks Ford located in Naperville, IL in December 2022. At the time of purchase I opted to also purchase a ceramic coating which was to be installed at the time of purchase. The purchase price of the ceramic coating was $1,500. Fair Oaks Ford indicated that I was purchasing a two layer ceramic coating with a seven year warranty on the interior and exterior. In January 2023 I took my vehicle to Ceramic Pro *********** for a window tint and when I asked them about my ceramic coating, they told me it doesn't exist on my vehicle and was never applied by Fair Oaks Ford. Ceramic Pro *********** indicated that Fair Oaks Ford applied a ceramic sealant/paint sealant. As you can see below paint sealants and ceramic coatings are two entirely different applications. - Paint sealants are an affordable and effective way to protect your car's surface from harmful elements like UV rays, bird droppings, and insect splatter. - They are made of polymers and oils that create a protective layer when bonded with the car's paint. Unlike wax, paint sealants don't make the car ****** glossy or shiny, making them suitable for those looking for moderate protection and aesthetics. - They also last longer and only need to be reapplied every few months. - Ceramic coatings offer better heat resistance and durability than paint sealants. - They provide better protection against UV damage, road grime, and bird droppings and can be applied to complex color schemes. - Having a clear coating applied can protect your vehicle from various elements such as UV damage, dirt buildup, saltwater corrosion, sap, and pollution. - Ceramic coatings can last anywhere between 3-7 years before reapplying.Fair Oaks Ford completely misrepresented the product in which they were selling to me for my vehicle. I suspect this was in order to gain my business for their own personal gain. Fair Oaks Ford knew that I was going to have Ceramic Pro *********** complete the ceramic coating, but the way in which they represented their product made it sound comparable so I chose them as it could be done the same day of my purchase. On March 23, 2023 I submitted a claim to *** (Entire Car Protection) for an interior claim of ripped seats. *** claims to cover tears up to six inches in length. They denied my warranty claim saying "scuffs and abrasions" are not covered. I tried to get a supervisor involved with ***. The supervisor told me to email the original claims representive and also tag her in the email. *************************** is the supervisor and ************************* is the claims representive. I never recieved a response from either of them. On July 12, 2023 I called the dealership explaining that the ceramic coating I purchased for my vehicle doesn't exist and additionally, *** is denying my warranty claim and will no longer communicate with me regarding my claim for interior ripped seats. *******************, Customer Relations Manager at ************** found out that my vehicle was currently at a ***** dealership for a TSB. *** attempted to call the ***** dealership to push Fair Oaks Ford's faulty extended warranty in which they sold me onto an OEM warranty to get my seats fixed. The service advisor at the ***** dealership said no and proceeded to tell me that even ***** claims "scuffs and abrasions" as rips and tears and this should be fixed under my *** protection plan I purchased at Fair Oaks Ford. Fair Oaks Ford also apparently got the *** President and Corporate involved (Fair Oaks is apparently owned by Currie Motors) after I asked them to either refund me $1,200 out of the $1,500 (80%) or pay someone to fix my interior and apply a two layer ceramic coating as this is what I initially paid them for at the time of my vehicle purchase. I personally thought this was more than reasonable of an ask from myself. They refused both of those options and will no longer communicate with me about either of these issues. In fact, Fair Oaks Ford told me to use this as a "learning ******** however this is not a learning ****** as they are flat out denying and refusing to assist with two products in which I purchased from them. Fair Oaks Ford is misrepresenting their products to their customers at the time of the vehicle purchase and when a warranty needs to be addressed they refuse. There is a lot of cohesion going on with this business and they need to be looked into, so they cannot take advantage of other customers.

  

  Business Response

  Date: 08/04/2023

  Thank you for bringing the customers concerns to us. When the customer initially inquired about the vehicle and the Protectorcoating was discussed, ******************* not only explained that it is a single stage coating, not a two-stage ceramic coating, but also sent the customer the Protector companys website so he could see the product himself. After going back and forth,and the customer deciding he did not want the Protector, the customer and his wife called later to say to go ahead with the product. The customer was informed of, and viewed for himself, the product he was getting all before delivery. *** said he would do two coats and clay **** but again stressed it was not two stage ceramic coating.
  

  As for the warranty, the attached documents explain exactly what is covered. As the customers complaint makes clear, we attempted to get the warranty company to honor the work, speaking to the ************* manager, the rep at the Protector, and our rep who has over 36 years of interior work. The warranty company reached the conclusion that the **** was a surface cracking, due to a scuff/wear ****, not a rip or tear, and the claim was denied. We are sorry the customer feels wronged, but we fully explained the product, and worked to assist him with his claim. There was no lack of effort on our part, or that of the vendor. 

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20379026
  
  I am rejecting this response because:
  

  I appreciate the response from the dealership, but unfortunately the response is not the truth nor accurate. 
  
  I initially asked ******************* about aftermarket products; specifically ceramic coatings. He gave me an overview and told me it was a two layer ceramic coating applied via applicator. *** did not say it was a one layer applicator nor did he say it was a spray on ceramic wax/sealant.  Additionally, The dealership stating "*** said he would do two coats and clay **** is inaccurate because he initially told me it was a two layer ceramic coating via applicator. As mentioned before, I mentioned to *** that I had Ceramic Pro in *********** that was willing to do the ceramic coating for me when I got back home with my newly purchased vehicle for the same price that he was offering me. I proceeded to have my Fiance, *****, call *** as she used to work at a detail shop and was familiar with ceramic coatings. *** once again said that it was a two layer ceramic coating via applicator. ***** asked *** how it compared to something like Ceramic Pro and he said "they're basically the same thing." After discussing this with ***** we decided to have the dealership complete it. There was never any "back and forth" discussion as they state. 
  
  Unfortunately, *** doesn't appear to know the full details of what items he is selling to his customers. An individual cannot compare a spray on ceramic wax/sealant with a ceramic coating that has been applied with an applicator. As I stressed before, those are not remotely close to the same thing. One is going to last a month or two and the other is going to last for years to come before they need to be reapplied.
  
  *** completely misrepresented the product in which he was selling to me for my vehicle. Had *** told me their product was actually a spray on ceramic wax/sealant and NOT a two layer ceramic coating applied by an applicator I would have declined the aftermarket work. In fact, after all of this *** has stated to me that "their product isn't the greatest." An ethical and moral salesperson wouldn't proceed to sell someone "junk" especially knowing the customer has someone capable of doing this job with better products and a truthful coating in which was paid for. *** simply took advantage of a customer for his own personal gain knowing "their product isn't the greatest".  
  
  To also note, ECP doesn't include much information on their website and the product safety data sheet wasn't sent to me until AFTER the product was applied and I had returned home to *********** with the vehicle. This was NOT provided to me at the dealership as they have stated. In fact, I have the file and it is dated January 6, 2023. So no, the product wasn't sent to me prior to purchasing. In fact, I had to request the file from the dealership as Ceramic Pro told me there was no ceramic coating on this car. 
  
  In regards to the seats, if ***** labels a scuff/abrasion as a rip/tear why doesn't ECP honor the same warranty, as this ECP warranty covers rips and tears up to 6"? Furthermore, why is the dealership pushing the warranty they sold me "under the rug" and trying to get it claimed under an OEM warranty? This is not an ethical practice by the dealership and again shows the dealership's character. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/17/2023

  Thank you for the additional information. *** was very clear on what the Protector product was and what it was not; *** has been selling the product for over 28 years. The website also thoroughly shows the product via video, and explains the ceramic coating we offer. *** sent the website link to the customer before the purchase, so the customer could fully understand the product and coverage. We are sorry that the customer feels misled. We sold the customer the *** warranty during the sale and worked diligently to get the work approved, but ultimately, *** denied the claim. 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20379026
  
  I am rejecting this response because:   *** did not send me the website link prior to purchase. I still have every single text message from him. The video attached is not even a month after purchasing the car from Fair Oaks Ford; This is not acceptable. The car looked like it had nothing done to it and lots of installers agree. With *** selling this product for 28 years, this reinforces my statement that he knew that he cant compare ECPs ceramic spray on wax with Ceramic Pro, but yet he still said they were comparable for his own personal gain. This is completely dishonest and unmoral salesmanship.
  

  
  

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

• Initial Complaint

  Date:12/20/2022

  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.

  On 12/20/2022 I reached out to Fair Oaks Ford in Naperville, IL inquiring about a Blue 2021 **** F-150 SuperCrew truck. I made it clear that I was from out of town and would be driving 6+ hours to come get the truck. After sharing photos of my truck we agreed to a trade in value on it and to the sticker price of the truck. I was told that I need to let them know if I was going to come up so they can "hold the keys", I confirmed that I was going to come purchase. I called to let the internet manager (***********************) and her Boss (*****************************?) know that I was on my way up soon after I left around 2:12pm. They then texted me a meeting reservation to confirm our meeting and the truck we were meeting about (see photos of text messages to confirm). I received a call at 4:48pm from ***** to confirm I was still coming up because "someone is here and might be interested in the truck", I confirmed that yes I was only about an hour and a half out. She said she'd call back if anything developed. I wasn't sure how to take this as we has an agreement and a meeting. When I arrived I was told the truck "Just sold" and offered instead a totally different truck (two tone red King ****** with 3 times as many miles for "only $2,000 more". I'll admit I was upset about this and seriously debated if I was the **** of a joke. I was unfortunately not. I asked to speak with the sales manager, *******************************, and was offered neither an ounce of empathy or a remotely reasonable solution. He briefly looked for an alternative but couldn't find anything similar and "knew he wouldn't find anything near that price" because it was a factory recert (?). I'm filing this complaint for (2) reasons, I want to ensure someone investigates this dealership for any potential "Bait and Switch" schemes to get out of towners to make the trip only to "have just sold" the vehicle and try to upsell them knowing they had them. The other is to reach a resolution with this dealership for my time and expenses.

  

  Business Response

  Date: 12/30/2022

  Thank for you bringing the customer's concerns to us. Our Sales Manager reached out to the customer to discuss his complaint and they reached a resolution.