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:11/08/2024

  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.

  brief summary,own a 2018 **** f150 that currently has 99k and has a extended OEM **** warranty until 125K which was $2400 and each time going to the dealership paying a deductible of $100 During 2023 and up until this have had my truck brought back to the service **** multiple times (***** service manager) for the same ongoing issues with regards to transmission and engine problems. I have been informed that recalls/*** are on record and the issues have been fixed, however still having the problems persisting. the Service Manager has lied informing me truck work is taking longer for parts, and staff is on vacation and truck at one point has been in dealership for 2 months while waiting on parts etc. reached out to the service director (****) and did not receive a response other then ***** emailing me back informing me they will take care of it. ***** has stated he would contact **** *** to come out and inspect truck and possibly ***lace transmission as its covered and the next step in the ***air process, however ***** was suppose to contact me this week with a plan and hasn't done so yet. 5 visits within the last year and each time my truck is there on average 5-7 weeks... I am getting lied to and the run around and whatever work they preformed didn't correct the issue only made it worse. I suspect they are billing for the work done and not completing it and waiting for my warranty to expire . I have numerous emails of inquiring to work and status from ***** who at one point stated my truck was completely taken apart and the cab was off the truck which turned out to be a lie as I went to the dealership and my truck was in exact same stop not even touched. Have also escalating this to **** customer relations and on 10/25 received a call from **** the manager of the dealership and after explaining my situation to him, he stated he would reach out to **** and see what the next steps would be and on 11/1 got a call stating they cant do anything.

  

  Business Response

  Date: 11/17/2024

  To Whom it May Concern:

  
  Please be advised that I serve as General Manager for TT of FD Haverhill, LLC d/b/a AutoFair Ford of Haverhill (Dealership). The Dealership is in receipt of the correspondence, dated November 9, 2024 from the Better Business Bureau regarding **** ********* **** ********) request to have his transmission replaced in his Used 2018 **** F-150 (Vehicle), along with alleged issues related to the service/repair work of his Vehicle.  Please note that the Dealership did not sell this Vehicle to Mr. ******************** ********* first alleged issue in the complaint is that the Vehicle rattles at a cold start and shifts erratically. The Dealership repaired these issues by replacing cam phasers and reset the transmission adaptation. Mr. ******** did not pay for any of those repairs, as they were covered under warranty.  
  
  The second issue alleged in Mr. ********* complaint is that the Vehicles tailgate only opened with the **** the brakes were pulsating, and that the backup sensor failed. The Dealership repaired these issues by replacing the tailgate handle switch and replaced the front and back brake pads, along with resetting the transmission. Mr. ******** paid a $100.00 deductible for those services as they were covered by a service contract he purchased for the Vehicle.
  
  The third issue alleged in Mr. ********* complaint is that the Vehicles transmission is getting stuck in 8th gear and gets a warning that the fluid is too hot. Further, Mr. ******** also requested that his spark plugs be replaced. The Dealership replaced the spark plugs and performed two transmission flushes. Mr. ********* warranty did not cover the claim for the spark plugs, because spark plugs were not due yet. The Dealership covered the cost of the spark plug replacement as a gesture of goodwill, because Mr. ******** was adamant that he should not have to pay for the replacement. Thus, the Dealership paid $462.30 plus $100.00 to cover Mr. ********* deductible.
  
  The fourth issue alleged in Mr. ********* complaint is that his Vehicles tailgate was staying locked and would not open. Yet again, the Dealership covered the costs of repairs as a gesture of goodwill as it was not warrantable, and even sent a driver to pick up a part that was needed for the repair so that Mr. ******** could have his Vehicle returned to him that same day. The Dealership paid $73.28 as well as paying $100.00 to cover Mr. ********* deductible.
  The fifth issue alleged in Mr. ********* complaint is that the truck seemed bouncy, and he also wanted the battery tested. During that visit, the Dealership replaced all four shocks under Mr. ********* maintenance warranty and replaced the battery, which the warranty did not cover. The Dealership covered the cost of the battery. The Dealership also replaced the sway bar links, the oil pan, and resealed front differential cover. In total, the Dealership paid $207.71 for the repairs that were performed, and the Dealership gave Mr. ******** a loaner vehicle while the repairs were being done.
  
  The sixth issue alleged in Mr. ********* complaint is that his Vehicle was shifting hard, there was a rattle noise underneath, the defrost was not blowing hard enough, the Vehicle took too long to warm up, and the idle was rough. The Dealership repaired these issues by overhauling the transmissions main control valve body, replaced the ***** replaced the leaking cooling housing, repaired various rattles, and repaired a chaffed wire, all of which were not covered under warranty. Mr. ******** stated during the service visit that he needed a specific type of loaner truck. The Dealership accommodated this request by covering the cost of an outside companys rental vehicle. ********************* contract covered the cost of a rental vehicle for 10 days at $35.00 per day, however, the truck Mr. ******** needed cost $60.00 per day plus tax. Accordingly, the Dealership covered the following costs: $100.00 for the deductible; $60.64 for the Vehicles repairs; and $2,119.14 for the rental vehicle.
  
  The seventh issue alleged in Mr. ********* complaint is that he could smell his Vehicles coolant, heard banging over bumps, the Vehicle shifted hard, there was a rattle noise on idle, there was noise in the front end of the Vehicle, and the brakes were pulsing. Accordingly, the Dealership replaced the radiator, replaced the sunroof brackets, overhauled the transmission/replaced the *** drum, replaced cam phasers, replaced front wheel bearings, and replaced brake pads. The Dealership covered the outside rental once again and detailed Mr. ********* Vehicle for free. The Dealership paid $2,214.27 for the rental, $199.00 for the Vehicle detail, and $100.00 to cover the deductible. 
  
  Lastly, Mr. ******** is requesting that the Dealership replace his Vehicles transmission. The manufacturer will not cover the transmission replacement. To date, the Dealership has spent $5,736.34 on Mr. ********* Vehicle in an attempt to deliver excellent customer service to Mr. ********* The Dealership values customer service and paid for much of Mr. ********* Vehicles repairs in the past. However, Mr. ********* request to have the Dealership pay for a replacement of a new transmission is wholly unreasonable.  The Dealership will not accommodate such request.
  
  Further, I previously advised Mr. ******** that he should bring his Vehicle to the Dealership where he purchased his Vehicle or to another **** dealer altogether, due to his lack of trust in our ******************************* Please note that the Dealership is terminating their customer relationship with Mr. ********* and he is no longer welcome as a customer of the Dealership.
  

  I trust that this response adequately addresses any concerns. Please reach out to me directly should you need further information regarding this matter.

   

  Sincerely,
  **** **********
  General Manage

  Customer Answer

  Date: 11/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  FOLLOW UP below.

  understanding the general manager, **** from auto Fairford in Haverhill, who I had spoken with prior to filling out this complaint has advised me to bring my vehicle elsewhere as they are stuck as to what the outcome would be,  even after it was arranged, and decided that a technician from **** would come out to evaluate the vehicle personally , I also asked if and on several occasions previously, if we could go on a test drive to physically show the complaints that  have been experiencing and are very apparent.  The dealership declined at this point and stated they are not ready to replace the transmission, whoever was very quick to ask me to trade my vehicle in to upgrade to a newer model as a possible solution.

   there are constant repeated issues from the original complaint that it was brought in for 18 months ago, in the next necessary step would be to replace the transmission and its entirety as all other steps have been performed previously.

  understanding that the truck is several years old however still still has a current valid **** OEM warranty, which is a premium care covering over 1000 components including the transmission issue which is a known issue on a 2018 **** F150, which does require to be replaced after the initial diagnostics and parts if issues or concerns continue . The dealerships take on not replacing The transmission is because they do not feel that they would be compensated or refunded in the event if they took apart the transmission without any clear damage., this dealership also advise me to drive the truck until a catastrophic failure or internal parts at that time they would consider replacing the transmission, as it is not feasible and or safe as I have a family of three kids I feel that that choice given to me is not adequate or responsible. This dealership has been the sole dealership to service my vehicle for the last few years and all of the repairs made were from their one technician and their one service manager who Ive been speaking with directly throughout this entire time. Its only now that since this vehicle has been brought in numerous times for months on end with the same concerns and issues presenting itself that now the service Director has not responded to any follow up and the general manager now has to Deflect and take responsibility for his worker.

  this dealership also lied and could not come up with any sufficient evidence in regards to explaining to me that during one repair the entire cab was taken off the vehicle to have better access to the transmission and engine only for me to arrive to the dealership the very next day and the mileage and fuel level of the vehicle remaining the same as it was parked in the same spot that it was when it was dropped off a week prior to and the cab in fact was still attached to the truck, and this would be the case because there is a safe mounted in the vehicle to the frame, which was not removed prior to any repairs being done. The dealership basically lied and stated all this work was being done to delay because of staffing parts, etc. and during this time was placed in a rental which was a huge inconvenience.

  several different times my vehicle was brought in. It was brought in for an extended period of time which I was left to be in a rental and when asked about the status of my vehicle at times I would get that the technician who is performing the work was on vacation. Parts were on backorder and was needing further time to diagnose. All these delays resulted in the rental charges adding up if they werent ready for the vehicle to be brought in and the parts were not there on time then this vehicle never shouldve been scheduled to begin with.

   

  this truck has ******* miles on it now and has the warranty for another ****** miles. I do not feel safe to drive this vehicle on a day-to-day basis with my family, knowing that these issues are plagued and yes, the dealership has corrected several issues in the past that were minor and received favorable reviews at that time,however issues that werent on the list to be repaired or looked at and were things that were fixed and charged to my warranty company without me even knowing.

  In order to rectify this, I would like to transmission replaced in this vehicle, whether it is billed through the dealership or warranty company, as well as the noise from the front driver side, and the constant smell of antifreeze that is coming out from the front of the vehicle.

  Regards,

  *****

   

   

  

  Business Response

  Date: 11/21/2024

  The Dealerships position has not changed on the matter.  As evidenced by the Dealerships prior response, Mr. ********* position is unreasonable and not supported by the facts.  The Dealership did not sell the Vehicle to Mr. ******** and went above and beyond to assist him with service of the Vehicle, including covering the cost of many of the repairs as a goodwill gesture. The Dealership was fully transparent in its dealings with Mr. ******** and advised Mr. ******** that he should take his Vehicle elsewhere for service if he was dissatisfied with the Dealerships recommendations.  The Dealership has exhausted all efforts to resolve this matter.  At this juncture, the Dealership cannot submit the claim for approval, because there would need to be a verifiable reason to submit the claim in accordance with the rules set forth by **** Warranty. The Dealership has done its due diligence and has not found a verifiable issue with the transmission in order to submit a claim to **** Warranty. 

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  the dealerships reply further shows their inability to work with its customer to rectify the transmission issue amung the rattling from cold starts which has been previously attributed to the Cam ****** which are internal in the engine and supposedly have been corrected once at ****** miles and this last time again at around ******* while the transmission work was also being performed.  This is why this dealership takes responsibility as they are the ones that are performed the work, and if they were able to see the vehicle again, they would clearly see the symptoms and would have to proceed to the next step in their repair process, which is to replace the transmission and to redo the cam phases.
  For the dealership to say I did not purchase the vehicle,  is a poor excuse as regardless of where I purchased the vehicle. It has a factory **** OEM warranty to be utilized at ANY **** or ******* dealership in the country.  Their response to this was they are unable to duplicate and feel that the transmission has no further issues however, when I stress to them, I have the same ongoing symptoms and requested a visit or a test drive. They rebutted that for them to say that there are no issues yet they havent seen the vehicle since The work was last performed. For this dealership to stay that they will not address the vehicle until a catastrophic failure occurs is ubsurd and will Be completly liable, they would clearly see these concerns. Theyve made it very abundantly clear that I should take this vehicle elsewhere and that they no longer wish to repair it or try to rectify this. And for the dealership to say nothing has changed on their end when their previous message clearly stated they have terminated the dealership. Customer relationship clearly shows that they are not willing to address anything and are pointing the finger at this point. Yet I continue to get reviews from their dealership on the status and how I was treated at their dealership, which wasnt favorable.  There is no responsibility from this dealership in regards to how their staff treated me their management  staff failure to communicate with me after several attempts and their overall  ability to rectify the ongoing issues again for the last 18 months. They promised that they would go and follow through the steps with the outcome of replacing the transmission, and to have me a satisfied customer yet they constantly keep the truck longer than expected, which requires a longer rental, which the dealership then blames myself for being in a rental as they covered that cost if their staff was present when the vehicle was actually scheduled to have work done in the parts were ordered and arrived prior to that would have a bearing on how long the duration of my vehicle would be there for.  Not to mention this dealership has falsely stated work that was performed, which wasnt the case and work that was not needed to be done was also completed and put through my warranty. 

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:10/20/2024

  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.

  **** through our insurance company car buying to get a quote to purchase a car at AutoFair **** in Haverhill. Got the quote, printed made the appointment, went in, test drove the car pointed out a few issues, promised they would be fixed prior to me taking ownership.We inside ready to purchase said car, only to be told cant do that, you need to finance through the dealership. Pointed out I have a quote for a cash price, not financing. Price & quote listed on the website also sent to me via email. Was told again, no that is the price with in House financing, again I point out the word CASH, told them I was ready to make the purchase right now for the price listed (which they tell me is $3000. higher if I pay cash)I believe this is misleading advertising, if I have 2 options cash or financing and I choose cash, they show a price, that should be the price not $3000. higher. We have no interest in financing through them as we have a CU we have worked with for o er 20 years, and the rates are great.

  

  Business Response

  Date: 10/30/2024

  Purchasing a vehicle can be stressful and we understand ***** *********** frustration. The attachments provided by ***** are for a preowned Escape listed for sale at ***************************. We are AutoFair Ford of Haverhill. Attached is a disclaimer we put on every preowned vehicle on our website.

  
  Outside lenders take 5-15 business days to make funds available. Some buyers end up not getting approved by their lender due to credit rating or equity position. It is our policy to not take a deposit or hold a vehicle while a customer secures outside funds. We cannot operate absorbing the holding costs associated with outside financing. If ***** would like to move forward with one of our Escapes I will honor the price advertised on our website. We will provide her with all documentation necessary to secure outside financing. We will require funding to be completed within 5 business days if ***** desires us to hold the vehicle. Please ask ***** to reach out to me directly to complete the transaction. My number is ************

• Initial Complaint

  Date:03/21/2024

  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 was told the Dual clutch assembly needs replacing these cars 2014 **** focus has had all kinds of transmission issues and I was told its not covered at all but they repaired other cars same issues for no charge and want to charge me ******* saying my car is not covered

  

  Business Response

  Date: 03/25/2024

  We understand the frustration of maintaining an older vehicle. Unfortunately their are no extended warranty coverages involving the specific failed component. Could you please share with us some examples of other **** Focus owners that had this repair covered. Please include only similar age, and mileage within the last six months. 

  Customer Answer

  Date: 03/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] there were multiple vehicles same years models that had same issue and they got fixed I was told my dont qualify cause a recall expired which how do they expire?thx 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:03/05/2024

  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.

  On 12/1/23 I went to AutoFair in Haverhill with my Infiniti QX60 with an issue where my rear headrest TVs were not working, my ***************** worked just not the Multimedia. This same day I was told by AutoFair that I needed a new radio and they would order me a new one. On 1/24/24, I came back to the dealership to get the radio installed, this same evening when I was told my car was all set and ready, it was not they had me sign off on my paperwork and then delivered me my vehicle, once turning on my vehicle, not only did the new radio STILL not read the **** but not even my radio was working. I went right back to the service writer to let her know and she indeed confirmed it was not working and did not know why. She went to the technician and the answer he gave her was oh, I dont know, it probably needs to go to Infiniti to get checked. I spoke to the service manager this night and was in tears because not only had I already paid but my car came out of the shop worse it did going in and I have no answers, I called my warranty company the next morning first thing to notify them and they told me AutoFair had already billed them and they payed them even when the job was NOT DONE. After multiple conversations with the service manager, they had me go to Infiniti and Infiniti let both myself and AutoFair know they they had gotten the wrong radio, they were only off by 1 number and it would fix the problem. We relayed this information to ***** the service manager and he told us he would look into it. After a month with no answers and going back and forth with the *************, we were told that the new recommended radio that Infiniti recommended is expensive and they could not justify paying for that, if we wanted to purchase the radio they would install it for free. **** said his tech should have known that they were not equipped to take on that repair, but they did and for 2 months I have been without a radio and they were paid for work that was not done.

  

  Business Response

  Date: 03/06/2024

  We understand ***** and *****'s frustration. A few months ago they purchased a preowned 2017 Infiniti from ******* *********** ***** was a service advisor here at AutoFair and ***** is close friends with our service manager. They brought their Infiniti in to address two problems. A windshield washer pump and rear *** functionality. They have a warranty from ******* and we were able to get both issues going under one deductible of $100. The windshield washer pump was replaced and is now functional. The rear screens work with USB and other inputs but not a *** inserted through the radio head unit. Our tech believed the problem was related to the radio head unit. Our team called the warranty company and followed the steps to replace. The warranty company required us to send the current ***/radio part number to them. This is to ensure the correct part gets installed. The *** system is still not working and required further diagnosis. The Infiniti dealer we had reprogram the unit informed us it was the wrong part for the car. As a former Service Advisor we hoped ****** would understand our predicament. Warranty companies will pay to replace failed parts. Warranty companies will not pay to replace incorrect parts. That would be considered a 'Pre existing condition' and fall outside of the warranty. If we had tried to order a different part the company would reject the claim.
  
  We encourage ***** and ***** to return to ******* ********** to address the problem. 

  Customer Answer

  Date: 03/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As stated in the response from the dealership themselves, the incorrect part was installed in my vehicle. I have spoken to my warranty company on multiple occassions and they confirmed that they would have indeed fixed this hadn't AutoFair closed out the claim the same night my vehicle was delievered to me knowing the part was not operating correctly. I have attached multiple receipts to this response which includes the receipt AutoFair sent to the warranty company themselves and it states " 24 months parts and labor warranty." As a family, we have given autofair our business for almost 5 years now and are extremely disappointed by how all of this has been handled, including my Fiance who worked for them has never seen them close out a claim knowing the vehicle repair was not completed. There is a possibility that when I purchased my vehicle a few months ago, it had the incorrect radio in it already, but as a customer who purchased a warranty for a reason meaning I can bring my car wherever I would like to have it repaired, this is exactly what I did. The proper way this should have been handled was to send me to Infiniti to get the diasgnostics, order the correct part then close out the claim to get paid properly, AutoFair has been paid for a job that was never completed and this needs to be resolved. If this were a different scenario, in example.. If I brought my car in to have brakes installed, like I did on my last vehicle that was also not purchased at AutoFair, and upon removal of the old parts they notice that the wrong pads were originially installed... would they re-install a new version of the wrong part?? My guess is not so what is the difference now? All that we are asking for is that the vehicle gets fixed properly or we get refunded the ***** amount of parts, labor and taxes on the AutoFair invoice so we can bring it somewhere else to have this resloved. I also have no problem returning the radio they installed once the correct radio is installed. I wouldn't have a problem bringing this issue to another shop but my warranty only address a specific problem within a 12 month window and I do not feel I should wait another year to have this fixed seeing as it was not fixed the first time. Thank you. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:02/05/2024

  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.

  Hello,February 4, **** is the date the incident occurred, but I will start with the back story on why I chose Autofair **** in Haverhill MA.I purchased my current vehicle from this business 5 years ago and at that time had a positive experience. I purchased a brand new 2018 **** Explorer at that time. I put over $12,000.00 cash down at that time and financed the rest. On February 4, **** my husband and I visited Autofair **** in Haverhill MA. as we are looking for a newer vehicle for our growing family! I was greeted in the parking lot by a Salesman who came charging at us, and introduced himself as ****. I explained that I had spoken to a ***** over the phone and let her know I was coming and that I was interested in two white explorers, one was *** and the other was the ST. Right away **** asked about our finances and after I told him I didnt want to get into a payment above $600 he insisted I needed to look at a car closer to $25,000! This was the third dealership I went to, and not one other salesman said this to me. Unfortunately his treatment and judgement got much worse. I have never in my life been so offended!**** finally after 1.5 hours allowed me to test drive the *** but would not let me drive the ST. He wanted me to look at the floor model that you cant even turn on. He then sat me down and said if I can make this deal work for you today, I want you to sign that you will buy the car today! I obviously refused and was completely puzzled as none of the other dealerships requested this! Then he continued on by highly insulting my husband and myself, calling us tire kickers, he also was only willing to test drive one car with us! Then continued to say when he was 23, he was also that a****** who would stop by a dealership on a nice day to drive nice cars I honestly am crying typing this to you. I told him that was highly insulting and he insisted management sent him over to say that!! He then decided to ask for numbers even though I wouldnt sign. I told my husband we should leave and he suggest we wait for the numbers as we had already been there now 3 hours and got nothing accomplished!! The finance guy walked over with **** and showed me an ASTRONOMICAL payment of over $1000 per month! My husband and I stood up, shook the finances guys hand and explained that we were highly insulted and explained the remark his salesman **** made to us. The finance guy seemed confused by why we were upset at first. My husband and I left. About 10 minutes later we received a phone call from the ** ***************************** who had heard what happened. His first response was to defend his salesman, and once he sensed that I wasnt wanting to defend him, he miraculously pulled out monthly payment number and a much better deal than what was originally mentioned to us?! He didnt want another bad review, as he has several with the BBB! I am obviously hesitant to give this establishment my business after their salesman treated me the way he did! I have a corporate position at Mass General ******* which is the largest health care corporation on the Northshore, and growing every single day! My role as a Nurse/Clinical Staff Educator is to ensure our patients are always treated with nothing but the best care and respect! Although my position is not a sales position, I can assure you there is always customer service involved. I strive to implement that into all of my students and staff. I whole heartedly hope you understand how much a comment and treatment like that can affect a human being! If my staff ever treated anyone the way that ************* treated my husband and I today, they wouldnt work for us! I also would like to remind you that I went to two dealerships prior to yours (*************************) as I mentioned to you, and not one salesman acted the way yours did today! I felt respected and heard! I own my home in *******, Haverhill isnt even close to me, but I came to you after paying a babysitter to watch my child because you came highly recommended 5 years ago, and my experience was very different then! I truly hope you can do the right thing!Best,***************************

  

  Business Response

  Date: 02/09/2024

  To the readers of this review. I did call ********* & ******************************* night after they left our store. As the General Manager of this small business I always want to get involved if something happens. I listened to their concerns and valued their feedback. A few of their questions went unanswered when they left the dealership. I was sure to explain how **** special financing could be combined with some rebates. While researching their questions I found a **** Private offer worth $1,250. Understanding why they may not want to return to our store, I explained how to claim it elsewhere. We had a nice conversation and they conveyed appreciation of my concern. I followed up our phone call by emailing the numbers they requested. In that message I included their **** private offer rebate code.
  
  After several emails back and forth ******* thought it best to move forward with the **** It fit their needs and budget. ********** still preferred the ST and I tried my best to provide transparent pricing. I emailed over the invoice for the ST along with an aggressive discount over $2,000 below invoice. Using trade equity, the **** Special finance rate of 5.9% by 84 months and available rebates we got to a payment of $784. Although ********** acknowledged how hard I was working, she had a payment goal of $650 per month. This left us $9,210 away from an agreement on the ST. I tried my best to show other options such as leasing but ********** was not interested. The only remedy agreeable to ********** is for us to sell a vehicle $13,915 below MSRP before rebates. We are unable to. 

  Customer Answer

  Date: 02/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  **********

   

   

• Initial Complaint

  Date:01/22/2024

  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.

  My dad ***** brought his car to AutoFair **** in Haverhill Mass with a transmission issue. His car is a 2010 **** Fusion with approximately ******* miles which has a book value of approximately $4,000 considering the condition it's in. He was quoted a price of $10,000 to replace the transmission. My dad gave them the okay to do the repair. After my dad told me about the situation I contacted AutoFair and spoke to *** who is the service manager dealing with my father. I asked him why the transmission was so much and more importantly why you would put $10,000 of repairs into a $4,000 car. His response was that he just calls customers and tells them what they need done. I told him that the whole thing didn't make any sense to me and asked if there is anything else we may be able to do? He told me that he could possibly talk to the sales department and see if they would buy the car and that he would call me back. When *** called me back he told me that the sales department pointed out to him at the car has a salvage title and that AutoFair doesn't buy vehicles with salvage titles. He also said that if he had realized that the car had a salvage title he would not have done the $10,000 repair. He admitted that was an oversight on his part and after consulting with his boss that he would offer my dad the employee discount price of $7,100 which I still find to be outrageous considering the fact that the book value is probably less than $2k now considering the salvage title

  

  Business Response

  Date: 01/23/2024

  *************************** services his vehicle with ** on a regular basis. An issue arose with the vehicle and asked us to diagnose. A problem with the transmission was found and replacement was the only option. *************************** was called and told the diagnosis, total cost of repair and he determined it was worth doing. Our Team began the authorized repairs.
  
  On January 15th **** a representative from our sales ************) reached out to ***********************. In hopes to trade him out of his **************. *************************** firmly responded he was not interested.
  
  This is a great opportunity to discuss our process with the readers of this review. Our Team will diagnose or work on most vehicles regardless of history or perceived value. We will not run your title history during the repair process. Our Team will always call to review the work required and wait for authorization to start repair. 

• Initial Complaint

  Date:09/01/2023

  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.

  When purchasing my new 2020 Fusion it was Gold Certified that involves a 172 point inspection. Multiple inspection items have issues. Such as speakers, braking systems, maintenance items covered and safety sensor systems. All of these have damage or outright not working. Braking causes the car to shake under moderate braking. Speaker sounds like its been blown. Oil change was not completed prior to receiving the car. And day of receiving the car I noticed 2 warning for safety systems being out of service. Additionally at the dealership I was shown the car and test driven the car for about ***** minutes and wasnt able to test much of the car or go above ~35mph based on speed limit. I was not able to identify any of these issues based on those conditions. And during this time I saw the key fobs of the car and there were TWO attached to the same ring. Upon receiving my car I was only given one and said usually thats how it is. After calling and asking about these issues they said I should make a warranty claim and pay the deposit and it sounded like they were unwilling to work with me on these issues. This is unacceptable as safety items were delivered in concerning condition. And multiple items on the list were delivered in damaged condition and was lead on by assuming Id have to guys as never seeing any paperwork or being told until after receiving the car 2 weeks later due to out of state purchase that I only had one key and then discovered stated issues.

  

  Business Response

  Date: 09/03/2023

  *****, I'm sorry to read about the issues you've encountered with your car. As one of the largest **** Certified dealers in ***********, you can make a purchase here with confidence. Your experience is a perfect example of this. A customer from *********** can make a purchase here in ************* and have all of their coverages applied at their local **** store. We understand that problems can arise after purchase, and that's why we believe so strongly in the **** Certified program. The only bill is the $100 deductible. Being so close to the time of purchase, our Team has reached out to offer reimbursement for this amount because we believe it's the right thing to do. The delivery took our sales professional about four hours round trip, so we understand if you do not want to return here for repairs. If the local dealer has any issues or questions about coverages, we are happy to jump on the phone and help. 
  
  
  

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car there and they sold me a platinum or premium warranty and states to me that was expired the car it has a problem (manufacture issue) even is a campaign about it they are trying to make me pay for it and plus didnt applied a car rental fee involved that my warranty cover they made a mistake or misinformed me about warranty and now they want to charge me or not giving me my vehicle the price of the warranty is super highly and was sold by then so now they want to charge me for something covered or they are threatening me about keeping my vehicle until I paid

  

  Business Response

  Date: 07/21/2023

  We understand there was miscommunication on multiple levels about this visit to our service department. Although much of this could have been avoided by the customer stating they had a warranty at the beginning of the interaction, We feel our service advisor should have checked the vin number across the most common warranty companies as a preventative measure. Since the vehicle was repaired under customer authorization before the warranty claim had been submitted, we were unable to get reimbursement. Our Service Manager stepped in and reduced the full repair amount owed to the $100 deductible the warranty would have required. We have since had a Team Huddle on preventative research and hope to earn this customers business back at some point down the road. We are happy to report the vehicle is back with the customer fully repaired. 
  
  

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 Jeep Cherokee in November of 2022. When I bought it the weather was cold. A day or two after I took it home it was unusually warm so I turned on the ** but it was blowing warm air. I contacted Autofair who refilled the coolant for free as they said it should have been checked before giving me the car. They also added dye and told me to come back in a week to check for any leaks. I went back a week later and were told there are no leaks. I did not touch the ** again until April when it was not working again. I went back and was told they still could not see any leaks, but there must be something small they can't see from the dye. This is when they wanted to charge me $500 for new seals and I refused. They then decided to go through my warranty. I brought the car back a week later and picked it up at the end of the day. It was not possible to tell if the ** was working as it was cool when I picked up the car. That weekend it was 80 degrees and the ** did not work. I am now waiting for them to scheduled the car to have service at another dealership, a jeep dealership but I am told it will be a month before I can get an appointment. This is all still being charged to my warranty even though that should not cover issues that existed before I purchased the car. The service manager has told me the sales team should not be forcing him to go through the warranty and they should be covering this repair. I would like my ** repaired ASAP, they have claimed to have fixed it twice only to tell me sorry they must have missed something. It should have been working when they sold the car.

  

  Business Response

  Date: 05/16/2023

  Good Morning.