ComplaintsforD-Patrick, Inc.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2010 Ford Mustang that I purchased new. The car never had any issues until 2019 when Ford insisted I have the passenger side airbag serviced for a recall. I chose & trusted that DPatrick Ford could preform this service. After waiting for over an hour the car was returned to us with greasy fingerprints all over the passenger side airbag cover. We drove home & before we parked, the airbag light in the cluster came & stayed on. I was livid. I'm part of the Ford Family and know the only acceptable service on a customers vehicle is Fix It Right The First Time! It was an issue that has remained to this day because the car is in use constantly The car started having a transmission issue & yesterday I made an appointment with ****** @ DPatrick, I stated on the phone that I would like to be present while the trans fluid level was checked and that my request shouldn't be an issue. When we arrived at the dealership we waited for ten minutes for ****** only to have her pass us off to another service advisor, who upon hearing about my phone request started to treat us with disdain. At that time I informed him of the airbag issue and was basically told there was "no time" to deal with that issue I was never allowed to watch the non certified LUBE TECH check the fluid level & was charged over $60 to basically have my tires checked D-Patrick caused an airbag issue on our car & when they were informed of it and had the car in their possession, their service department chose not to inspect it & THEY LET US LEAVE That is unacceptable and I have opened a case with Ford over this situation, once I have another dealership retrieve the DTC's I'm sure Ford will be very interested to find out exactly why my airbag light is on ***** ******** should be ashamed

  

  Business response

  07/17/2024

  Mr. ******,

  We are sorry to hear that you had an unpleasant experience. Per our conversation today, we will see you on Friday to inspect your vehicle. 
  

  Sincerely,

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

• Initial Complaint

  07/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a car on May 22, 2024. I sent a paystub in for financing. I’m pretty sure I was told I was approved before I went there because I kept saying I was going to pick up my car. They asked for $2000 down and I put down $3000 to make my payments lower. I signed what I assumed was my contract. About 5 days later, I got a call that the finance couldn’t verify my income. I provided the branch number, customer service number and Human Resources number of ********** Bank. They said they could not reach anyone. They said to have my manager call. She called a couple of times to verify and they are saying she did not. D Patrick wants the vehicle back and said I can not get any of my down payment back. I would have never driven 3 hours away with a car that could be called back. If I signed something, saying that I have to, then that’s my fault for not reading. But the paper I have seems as if it’s final. Please help me do what’s right but not be taken advantage of. Thank you.

  

  Business response

  07/16/2024

  Ms. *********

  As you know, we allowed you to use the $3,000 down payment from your original attempted purchase at D-Patrick Lebanon Ford (that the bank was unwilling to fund), towards your vehicle purchase at D-Patrick Evansville Ford. There is no monies owed. 

  Sincerely, 

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

  D-Patrick Ford 

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

  Customer response

  07/18/2024

   
  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.  This complaint was filed before the resolution. I am satisfied. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  09/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We were looking for a Ford Bronco with a hard top. We called D-Patrick Ford on the phone about a Bronco they had in stock and told them we were interested in the car. The internet sales manager told us he was looking to get that car off his books so he would include a hard top at cost at a cost of $3.091.00 dollars. We told him we would like to come in and see the car so he made us an appointment for the next day to test drive the car. When we arrived we spoke with the salesman who was expecting us and verified that they were going to get us a hard top at their cost of $3,091.00. He said yes the internet sales manager had told him about it and we were good to go. We test drove the car and decided to go forward with the deal. We asked for a discounted sales price and the installation of a tow bar as well as a few other things. The manager said he couldn't give us those things because we were already getting such a good deal on the hard top but that he would offer us a tire cover in addition to the hard top at the cost of $3,091.00. We agreed and moved forward with the sale. We drove home and nearly a week later after our down payment check had already been cashed we got a phone call from the dealership saying they were not going to be able to get the hard top because they had made a mistake when they quoted us the price. They offered to send us our $3,091.00 dollars back (that had been included in the purchase price) and we said no we wanted the hard top we were promised which would cost us significantly more to purchase ourselves. After the phone call, we emailed the dealership saying that we understood it was a mistake but that we purchased the car in large part because of the deal on the hard top. A deal that we verified over 2 days with 4 different people. They didn't respond in any way to us for 10 days then told us they were not going to get us the hard top they promised.

  

  Business response

  10/04/2023

  We are currently working with the customer to resolve the issue

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 26th 2023 I purchased a 2012 ford f150 from D-Patrick Ford for $19,500 + fees. Since owning this vehicle for barley a month, I have had to replace brake pads, rotors, and calipers. After replacing all of this the rotor on the drivers side rotor wore down within a week of changing them, and my front wheel locked up as I was driving. This posed a safety threat to myself and my child who was in the car with me! So now I have to find the issue with that. I have been trying to reach out to D-Patrick’s sales manager, **** ***********  to discuss these issues and I went nearly 5 weeks without hearing back from him until today when he told me there is nothing he will do. I have also not received my title at the court house which was supposed to be mailed to my courthouse over 20 days ago. I am unable to get any answers from this company, and I feel that I was sold a vehicle that should have never left the lot. Thank you.

  

  Business response

  08/11/2023

  To whom it may concern,

  ***** ***** purchased a vehicle "as-is" from D-Patrick Ford with no warranty of any kind. This was told to ***** when he purchased the vehicle. In addition, the attached Buyers Guide explains that there is no warranty on the vehicle (first page). The second page in the attachment is D-Patrick's "we-owe" form, which states what we owe to the customer. As you can see, we stated that nothing was owed, and ***** signed the bottom of the form acknowledging this. The third page of the attachment shows what coverages he accepted and declined. As you can see, he declined all extended service plans that he was eligible for that would cover any repairs. We explained all of this to *****. Thanks for your time. 

   

  Sincerely,

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

  General Manager

  D-Patrick Ford Lincoln

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

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I drive a 2012 Nissan Sentra and the "service engine soon" light came on. I called to schedule service on June 2nd and got an appointment for June 9 th at 1:00pm. Employee **** states they would need the car for a least an hour. I have an extended warranty through "Car Shield" with a one hundred dollar deductible. The part was ordered and received 6/14th, I was told by **** said they would not guarantee "my part" since it wasn't theirs. My appt was 6/15th at 3:00 pm. I sat in the waiting area until 4:30 and finally **** come out and states I am ready and my charges are $237.50. I pay and leave. I had a meeting at my church later about 6:00 pm, I get in the car to return home and to my surprise the "service engine soon" light is back on. I call and told **** the light is back on. **** states he will make another appt but it will be next 6/22nd at 1:00 pm was the soonest I could get an appointment. they need the car for 3-4 hours to "run diagnoses" I accepted the appointment 6/22nd at 1:00 pm. once again I sat in their lobby until 5:00. They now think that its a computer part that is not talking to another part. I expressed who is paying for all of this and **** states "I would not be charged anything more until they can diagnose the problem correctly". I feel they have taken advantaged of me because I have been there 3 different times (*6-9*6-15*6-22*) and each time it's something "different". My thoughts, I have a Nissan and I take it to a Nissan dealer, why have they not fixed the problem I "brought" in for, but they have charged me for work they have not completed. I call today 6-28 and ask for Service Manager. **** transfers call to Manager ****, he states they need to get another part, but my extended warranty company wont allow it until the car is on premises. I told **** probably because "they had requested a part and it was sent" and "now you say its something different". I told **** I am very upset at the "nonservice" I have received and "hung up on him".

  

  Business response

  06/29/2023

  I have inspected the repair information on the vehicle owned by Ms. **************.

  D-Patrick technicians are trained to use specific diagnostic tools and protocols.  These processes are conservative following the direction and directives of Nissan Motor Company.  Repairs are done to minimize parts and labor costs.  However, following this conservative approach additional repairs may be required.  
  

  Unfortunately, Ms. ************** uses an extended warranty company that imposes unusual rules regarding repairs.  These rules are unlike the vast majority of warranty companies in the US.  The warranty company REQUIRES that the Dealership have the vehicle on the lot before they will begin the claims process. 

  Ms. ************** is dissatisfied with this process.  This however is the process dictated by her warranty company.  They are controlling this repair.

  D-Patrick is committed to completing the repair to Ms. ************** vehicles following the rules and requirements dictated by her warranty company.

  Customer response

  07/05/2023

   
  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

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from D Patrick Nissan in June of 2021, the following year I went back and forth with them explaining issues I had with the vehicle that were never disclosed to me when purchasing. It is now two years since I purchased this vehicle (but less than a year since I’ve started this back and forth) but I got my car fax and see that there were two moderate/severe wrecks this vehicle has been in before I purchased it. This information was never disclosed to me and I’ve reached out to the multiple times to them about repairs I’ve had to spend hundreds and hundreds of dollars on. They have acted clueless to what could be causing the issues. I am unsure how I never saw these wrecks from the car fax they provided me when purchasing. This is not the first time I’ve heard of incidents such as these with this company however it’s the first incident I have had. I think it’s bad business to not disclose a vehicle has been damaged in a way that can cause never ending expenses for the consumer.

  

  Business response

  06/29/2023

  The vehicle was purchased 2 years ago.  The customer was given all information including CARFAX and signed all documents regarding the vehicle and D-Patrick's responsibility regarding the vehicle going forward.  As a matter of goodwill, D-Patrick performed some repairs to the customer at no cost to her.

  The allegations made regarding D-Parick are unfounded and untrue. 

  D-Patrick will not exchange the vehicle as the customer has requested and considers this matter closed.

   

   

   

  Customer response

  06/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Nissan D Patrick and its associates did not disclose the 2 wrecks that this vehicle had endured before they sold it to me in June 2021 “as is.” I had to request the carfax at the date of purchase, when doing Robert went over the carfax with my mother and I. I never received the car fax in my personal paperwork, I also did not receive any copy of the inspection that Nissan DPatrick allegedly provided before my purchase. I was told there had been at least one inspection on the Juke when I bought it the day that I bought it.
  “we just got this vehicle in recently and haven’t had much time to check it out but..” is an almost direct quote from Robert when selling me this vehicle. He knew I badly wanted a juke and though I expressed that I needed a safe vehicle because I travel for work, yet he still sold me this car knowing it was not safe. I would have purchased a different vehicle knowing what I know now.

  Nissan DPatrick told me they didn’t know much about the Juke however upon discovering the wrecks I also discovered they had been servicing this Juke since 2016 shortly after the last wreck it had endured.

  2weeks ago I requested the carfax that was provided to me at the date of service and also requested the official inspection paperwork from when it was done before I signed the paperwork to purchase this vehicle. Neither of these have been provided to me nor were they with my original paperwork given to me at the date of purchase.

  I have a detailed recorded timeline of when I brought this vehicle back to Nissan DPatrick, requesting help due to issues I had with the vehicle and looking for answers.

  I have a witness who can attest that I was never told about the wrecks before purchasing this vehicle or the months following, and who can also verify that I asked multiple times if there was something wrong with this Juke, before purchasing and again days/weeks/months into owning the vehicle.
  I have the communication logs showing my expressed concern for the problems I had noticed almost immediately after leaving the lot. Multiple times I reached out to Nissan d Patrick in regard to issues I noticed within the vehicle and they told me they didn’t have any clue what I could be talking about.

  I wholeheartedly believe that had they felt they sold me a solid car they wouldn’t have given me a complimentary repair, and it took me having a deeply traumatic breakdown to be taken seriously for them to even fix the issues they had dumped on me and lied to me about at that point as well. 

  
  I still owe over $5,000 on this juke and I can barely afford to pay a $170 monthly loan payment causing my credit to suffer. 
  I cannot drive the vehicle currently without risking the integrity of the engine due to repairs that I shouldn’t have to be making two years after purchasing a vehicle.
  I wholeheartedly believe the issues I’ve had are directly correlated to the two wrecks that were not brought to my attention at any point during the last two years.
  

  Not to mention, my added complaint about how insanely unprofessional this experience has been.

  If D Patrick can provide a dated carfax from 6/2021 

  a dated inspection from 6/2021 

  a full service history from 2021-2023 

  A full record of our interactions in regards to this issue from 2021-2023

  I will start to believe there’s some validity in their disregard but until then I stand by my statement that I have been done wrong by this company and I want a revolution after the way I’ve been treated and taken advantage of. 

  Sincerely,

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

  

  Business response

  06/30/2023

  As stated in the last correspondence, D-Patrick will not exchange the vehicle and considers the situation closed.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We went to purchase a vehicle on 11-5-22 from D Patrick Ford. We had informed them of how much we wanted our payment to be and how much we were willing to put down and no more. We were also told how much our vehicle was worth. We looked at several vehicles and were told that it would not work with our financing for some reason? The only vehicle that would work was a Lincoln Corsair. When we went in to sign papers, we told them again, that we wanted everything the same as our other Lincoln, Extended warranty, Gap insurance, etc. ***** then informed us that our payment was more than what we wanted and that we needed to put down more than what we had agreed on. I then reminded him of our conversation he changed something on the computer and then it magically worked out. We were allowed 5 days/300 miles to return the vehicle. I did this the very next day. On 11-7-22, I was back at the dealership looking at different vehicles. Come to find out, we were not told everything about the deal on Saturday. They were not giving us what they were saying, that it was "creative accounting" in what they were telling us and not being honest with us. Then I found out that we did not have the Gap Insurance that we wanted. Thus this being a Breach of Contract. D Patrick would not give me my old car back and I had to add more money to the new car, which was something that I told them in the being that I did not want to do. ***** knew this and still did it anyway. I was accused of lying about this, because **** showed me an electronic signature that I opted out of the Gap insurance. It wasn't until **** asked ****** that ***** confirmed he did not add the Gap insurance and did not ask us. D Patrick STILL would not give me my old car because of this being a BREACH of CONTRACT! How many other customers are driving around thinking they have Gap Insurance from there and DON'T??!! I have asked ***** the Manager and ***** the General Manager and they both will do nothing.

  

  Business response

  01/02/2023

  Business Response Contact Name and Title: ***** ******** GM Contact Phone: (XXX) XXX-XXXX Contact Email: ******@dpat.com Mrs. ******* came to the dealership on multiple occasions to look at vehicles. After shopping and test driving numerous vehicles, Mrs. ******* chose a Lincoln Corsair. Mrs. ******* was given numbers, which included but is not limited to, trade allowance, taxes, fees, charges, payments, and possible included protections. Mrs. ******* agreed to purchase the previously mentioned Lincoln Corsair. Mrs. ******* was shown multiple options in the finance office by ****** These options included the vehicle, taxes, fees, charges, and optional protections. The protection package that was chosen did not include GAP coverage as seen by the signed documents. Mrs. ******* took delivery of the vehicle and drove it over the weekend. Mrs. ******* then decided she did not like the vehicle. She was offered an exchange policy, not a return policy, as DPatrick does not have a return policy. The vehicles that Mrs. ******* chose were thousands of dollars more than the previous Lincoln Corsair. Mrs. ******* did not want to pay more for a different vehicle thus deciding to keep the Lincoln Corsair. DPatrick also offered to add GAP insurance to her current loan for an additional cost. DPatrick also refunded Mrs. ******* the cost of Simoniz and maintenance, as we can do within the allotted amount of time. Mrs. ******* thanked the dealership for helping her with the additional cost incurred by the GAP policy she elected to take out.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4 months ago, we took my 2013 Ford Fusion in on a over-heating motor recall. The recall was making the engine blow gaskets. The first time we went in, we got a call saying "Ford denied the recall." So my wife & I went in to show the the high lighted information on the recall showing them why they are suppose to fix it. The mechanic's response was "well maybe I need to take a better look at it." So a month later, it gets approved with the car still in the shop & a ton of "well you need to pay for this." No it's a recall. "Okay well then you need to pay for this." No it's a recall. It was nothing but constant bickering w the service manager because he doesn't really care. Finally we get a call saying they are going to put me in a rental. "They don't have any cars on the lot." Which I think was a tad bit of a lie. So they sent me to pick up a car at Enterprise, NOT COMMUNICATING to us that Ford was willing to only pay $40/day for 39 days. They car they put us in was $46/day. So whenever we get a call that the car was ready for us on day 42 of having the rental car & that the rental needed to be returned immediately. Now Boonville Ford is charging me $513.98 to get the car out of the shop. The total bill on the rental was a $2,000. Ford is solely paying for the $40 a day. NOT ANY OF THE TAXES. My cost is $358 without tax. I'm paying for the extra $155 so Ford can write this as a tax right off. 4 months total is how long Ford had my Fusion. This experience has been nothing but **** for my wife & I. 8/7/2022 they got the car done but they won't release the vehicle until I pay all the tax on the $2,000 & the $6/a day & $46 a day for 3 more days. Whenever we weren't told anything. The manager has NO communication what so ever. Most of the time, I was the one calling about the status of my car. I feel like now, they are trying to get money out of us one way or the other. & if they wanted to pay $40/day, maybe FORD should tell us that they don't pay tax & we would have to.

  

  Business response

  09/26/2022

  Business Response ******, There seems to be a breakdown in communication regarding the recall. The recall you are referring to is to install a coolant level sensor and supporting hardware in response to the model year of your vehicle having excessive coolant leaks. There was no need to complete this recall while your vehicle had its previous engine installed, because previous coolant leaks caused enough damage to that engine that Ford approved replacing the short block engine. After we replaced the engine, we performed recall 17S09 at no cost to you. Regarding the rental, you did not have a credit card to keep on file for incidentals, so we could not provide you a rental vehicle. This is a company policy of ours. So, we setup a rental for you through Enterprise. We apologize if a fee difference between Ford and Enterprise was not communicated, but Ford has set limits on what they will reimburse customers for rentals. Regarding the tax on the rental, that is also something Ford does not reimburse, which is a Ford Motor Company policy, not a D-Patrick policy. D-Patrick does not dictate the reimbursement amounts for rentals. I hope this clears up any confusion. Sincerely, ***** *'****** General Manager

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a vehicle on July 20, 2022. It broke down 2 days later. I have a 2 year warranty. They have had my vehicle since July 23, 2022 and they have lied to me over and over and over about when I will get my car back. They have had it about 7 weeks. I can't get an honest answer. I keep paying on it and they are giving me the run around.

  

  Business response

  09/26/2022

  Business Response *****, As we've discussed, we have done everything in our power to complete repairs on your vehicle in a timely manner. The obstacles we ran into that delayed the completion of repairs on your vehicle were due to parts delays for the transmission. Certain transmission parts were ordered incorrectly from the insurance company that backs the extended service plan that you purchased along with your vehicle. The completion dates we provided you assumed that the correct parts were ordered by the insurance company. When the incorrect parts arrived, it delayed the completion date of repairs on your vehicle. At D-Patrick, we understand that it is frustrating to make payments on a large purchase when you cannot use your vehicle, but we truly tried to repair your vehicle as fast as we were able. We are glad that you have your vehicle repaired now. Sincerely, ***** *'****** General Manager

• Initial Complaint

  06/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believed the D-Patrick Motorplex is attempting not to fulfill a warranty/Sales agreement .My BMWx 5 is scheduled for service at 7997 miles or in October 2022.The current mileage on the vehicle as of 6/4/2022 is 8,321 .This supposed to be a free oil change .The service person **** on 6/4/2022 did some creative explanation stating the vehicle will require service at 8000 + 7000 = 15000 miles or in October 2022 . An attempt was made to contact the sales person Mr.******* with regards to this issue how ever that was unsuccessful. He offer assistance with any issues regards to the vehicle when is was purchased 2021 . This is the second new BMW I have purchased from D-Patrick and would like to remain a happy customer since its a brand i prefer to drive .

  

  Business response

  06/24/2022

  Business Response Unfortunately Mr. ********* has a misunderstanding of the BMW warranty/BMW free maintenance. The vehicle was purchased in October of 2020. The oil services for this vehicle are at 10,000 miles or 1 year (whichever comes first). The first service was completed on October 15, 2021 at 4668 miles. The 2 service would be !0,000 miles from the first service or 1 year from the first service (which ever comes first). This would make the mileage at 14,668 or October 2022. Since the vehicle has just over 8000 miles, it is not eligible for the free BMW maintenance at this time. D-Patrick is happy to fulfill the BMW warranty/BMW maintenance following BMW's specific guidelines. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) We have provided evidence directly from the app that contradicts there claims. it is not a miss understanding. It either they are not telling the truth or app is incorrect. I am less inclined to believe D-Patrick. Business Response Again, Mr. ********* has misunderstood or misread the information om the app. The service is due on October of 2022 or 7997 miles from now. The app is not incorrect nor is D-Patrick "not telling the truth". The truth is that Mr. ********* has misread the app and has misunderstood the BMW free maintenance program.

*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. ↩