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:01/06/2025

  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 purchased a new truck from this dealership. They stated they needed to handle title and registration for CA. Following our transaction, a late fee was charged by ** on said registration and the dealership required me to pay it before they would send me my ********* claim is that the dealership should be responsible for paying the late fee. This late fee was incurred at the fault of the dealership due to the amount of time it took them to relay, collect, and process information I provided them.I am asking that the dealership refund me the late fee of $704.35 that I was forced to pay in order to receive my tag and plates.Timeline of events:- Sale marked 10/19/24, down payment collected 10/21 - 10/24: Finance **** sent paperwork to fill out for CA registration (attach 1)- 10/25: I shipped back filled out forms, ***** 791521075519 - 10/28: ***** ******* (Tag and Title) received - 11/12: ***** relays additional paperwork/activities needed for registration (attach 2)- 11/18: I complete vehicle weighing, smog, and VIN verification and send back all forms (attach 3)- 11/19: Forms received by dealer, ***** ************. I attempt to contact ***** multiple times by phone and voicemail - 11/21: ***** confirms receipt via email (attach 2)- 12/17: ****** **** from finance leaves me a voicemail stating that none of my paperwork was received (attach 4)- 12/17: After discussing with ******, he resolves the issue. My plates were sent the next day, but I was forced to pay the late fee to "release" them.I completed every action asked of me and sent back documentation within 7 days of notice from the dealership. CA provided 20 days from date of sale before the late fee applies. I believe that the remaining 13 days was an ample amount of time for the dealership to complete processing and submittal of paperwork, and their failure to do so resulted in the late fee. They should have paid this late fee, and I am requesting it be refunded to me.

  Business Response

  Date: 01/13/2025

  Mr. **********,

          In your paperwork from the time of sale, there was a document listing all the required inspections needed to properly register your vehicle in ***********  We were informed that the inspections were not done when we attempted to register your vehicle.  I do apologize for the inconvenience, but I don't feel the dealership should be held monetarily responsible 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22768032
  
  I am rejecting this response because:
  
  I followed every instruction as stated by dealership employees in Finance and in Tag and Title and delivered results well within the total time allocation of 20 days.

  On 10/24 I was asked to sign and mail back a set of forms and I did so within one day (Attachment 1 and ***** tracking # ************). The truck was not yet delivered to me, so it was physically impossible for me to fulfill CA registration requirements at that time.

  Between this time and 11/12, I attempted to or maintained correspondence between **** ******, ****** ****, and ***** *******. **** directed me to ***** for my inquiries on registration, since her position was in Tag and Title. I was told by ***** to sit tight while she confirmed my registration requirements.
  

  On 11/12, ***** in Tag and Title confirmed my registration requirements. I completed all actions and mailed back forms within 1 week. Dealership received mailed forms on 11/19 (Attachment 2 and ***** tracking # ************).

  On 12/17, 28 days after the dealership received the necessary paperwork cited above, I was informed by the ************ that none of the required paperwork was received (Attachment 4). This was after many attempts from me to reach out via phone and email to Tag and Title, Finance, the front desk, and one or more managers.

  
  I maintain my judgement that this late fee was incurred at the dealership's fault due to their lack of timely communication, both with me and internal to their own organization. The evidence I had furnished in my original complaint (the attachments and tracking numbers cited above) corroborates my claim. I am asking that the dealership take accountability and reimburse the late fee I was forced to pay.

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

  Business Response

  Date: 01/27/2025

  Viewing the documents provided my Mr. *********** the inspection date for California is 11/15/2024  the sale date is 10/19/2024.  according to California law, the purchaser is required to have the inspection done within 20 days from the date of purchase.  The inspection date is 29 days from date of purchase.  

• Initial Complaint

  Date:08/19/2024

  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.

  17 Jun 2024 I purchased a used "blue certified" 2016 5.0 Mustang from Apple Ford. Before purchasing, I was told the ******* was given a 175 point inspection and a maintenance check, it was "blue certified" (which means it comes with a short warranty) and there was nothing wrong with the vehicle at all (ie. no dents, stains, tears, rust, mechanical issues etc.). The vehicle was higher priced than comparable mustangs in the market, so naturally I tried to negotiate, but they said "no thanks, as we are getting a lot of inquires". The process to purchase was a nightmare! The salesman was great, but I received no support from finance, vehicle registration and so on and so on. I had to get my own bank/loan and once secured I had the bank send the dealer the check. I also coordinated and paid $300 to have the vehicle delivered, as I live 3 1/2 hours away. The vehicle was delivered immediately following payment on 17 Jun 2024 and upon receipt my daughter stated the ** wasn't blowing very cold. I thought is was just because she didn't know how to use the controls yet and looked at it later. Well low and behold, the ** went out completely under the 15 day ***** I called Apple Ford and they were so unhelpful and said I had to bring the vehicle there to have it fixed. Of course I wasn't going to drive 7 hours to have them look at the vehicle and repair, so I asked if I could bring it to a local **** dealer. They said "yes", but I would have to pay the $100 deductible and if it wasn't covered under warranty, I would be responsible. I escalated to the ** of the dealership and after endless calls and frustration, the ** finally said he would cover the repair (through warranty), pay the deductible of $100, but he wouldn't have the car checked out by another dealer. I was absolutely angry! Today the ** is fixed, but almost 2 month later I still have yet to receive the registration. The temp tag expires today and I don't know what to do. I've called the dealer 6 times.

  Business Response

  Date: 08/19/2024

  at the time of this review the issue that the customer had related to his tags had already been resolved. Prior to leaving the review the customer declined to receive tags for the vehicle that were newly issued because they had expressed an interest in transferring vanity plates. They are free to handle that through the ******** DMV. The ** in the customers vehicle was fixed free of charge to the customer, and customer was made aware that our policy is to not pay third parties to inspect vehicles that we have already inspected. i am happy to provide further rationale to support my decision if need be. The sales price is an irrelevant subject because the customer could have purchased any of the other vehicles that they had mentioned in their review if they had wanted to instead. They were not forced to that vehicle from us if they felt that there were better options on the market at a better price. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22146185
  
  I am rejecting this response because:

  What I experienced at this dealer should not be easily discarded and should be recorded for future patrons attempting to purchase a vehicle from Apple Ford. 

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

  Business Response

  Date: 08/23/2024

  My understanding of this platform is that it serves to help customers assure that reasonable concerns get resolved, not to provide a podium for those who feel they have had a negative experience to be vindictive. Once again we have resolved this customers concerns. Please let us know if Mr. ****** has any additional requests. 

  Customer Answer

  Date: 09/06/2024

  Buyer Beware!  Purchased a **** Mustang 5.0 from Apple Ford paying top dollar, owned for less than 15 days and the ** went out. I lived 7 1/2 hours away from them round trip and asked to have it repaired at a certified **** dealer locally and at first they said NO and finally after much debate and aggravation, they agreed. Apparently, there was a deductible to have it repaired and at first they said they weren't going to pay it and after debating again and again, stating I just received the vehicle, they finally agreed to pay the $100 deductible. I asked to have the car inspected to ensure nothing else was wrong with this newly purchased vehicle and they said if you drive here (7 1/2 hours round trip) we can relook at it, but we won't pay for someone else to do it for us. They literally refused like they were scared someone else would find out something else was wrong. So basically if I wanted it done, I would have to pay for this on my own. Well after getting the ** fixed, 3wks later the ** went out again while my daughter was at college and when calling Apple Ford, they basically said "not our problem" and you have to take it back to the place that said they fixed it. They took "no responsibility" for selling me a broken vehicle and as a consumer told me to deal with it on my own, really. Not to mention this is the General Manager of the dealership! Wow, just wow! This has been an absolute nightmare and I can't understand how legally a dealership can sell you a vehicle with mechanical issues and take no responsibility whatsoever, none! So here I am with a broken vehicle and once again having to coordinate a repair at a separate dealership with no support from the dealer who sold me this BAD APPLE!

• Initial Complaint

  Date:06/28/2024

  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.

  On 6/28/2024 I went to get an oil change from Apple Ford. I purchased the car (2021 Lincoln Corsair) from there and the dealership offers oil changes for its customers. I arrived at 6:30AM and had my information taken by Taylor (wore a red Apple Ford t-shirt). After waiting for about 3 hours I was given the car back and the oil had not been changed. Taylor and several other people at the dealership during my time there talked about their system being down, which is why they could not provide any paperwork stating the car had been serviced. All I have is the key tag.

  Business Response

  Date: 07/02/2024

  Contacted customer and advised service was completed less resetting his oil reminder. Advised that due to our computer system, CDK, being hacked and locked down since 6/17/24, we were not able to provide a completed invoice. Customer replied he would attempt the oil reset on his own. I informed customer as soon as our system returned, we would get him a completed invoice.

  Customer Answer

  Date: 07/03/2024

  
  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:02/29/2024

  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 am deeply disappointed by the abysmal service I received from ************************* -Apple Ford. From start to finish, my experience with them was nothing short of a nightmare. Firstly, they took an exorbitant amount of time to complete the repair on my vehicle, (almost a year) far beyond the initial estimation they provided. Throughout this extended period, they failed to return any of my phone calls inquiring about the status of the repair, leaving me feeling completely in the dark and utterly frustrated.When I finally retrieved my vehicle, the quality of the workmanship was shockingly poor. It was evident that the repair had been rushed, with sloppy paintwork and obvious signs of negligence. Moreover, upon closer inspection, I discovered that they had actually caused additional damage to my vehicle during the repair process. Instead of owning up to their mistake, they attempted to cover it up, further exacerbating the situation.The lack of accountability and professionalism displayed by ************************* -Apple Ford is simply unacceptable. As a paying customer, I expected to receive competent service and quality workmanship, neither of which was delivered. I also had to pay for my rental out of pocket, and the car is still not fixed. I am thoroughly disappointed and would caution anyone against entrusting their vehicle to this establishment. Save yourself the frustration and seek out a reputable body shop that values integrity and customer satisfaction.

  Business Response

  Date: 03/07/2024

  We are very sorry to hear that Mr. ********** was not pleased with the service he received from ************************** The amount of time was due to the back ordered parts from the manufacturer. The customer was notified of completion on 2/8/24 but did not pick vehicle up until 2/26/24 which caused him to pay additional rental expense that his insurance company would not cover. The additional items of concern less the bumper gap were resolved and returned to the customer on 2/27/24. The rental, deductible and additional requested repairs were not approved by the insurance company. All approved repairs have been completed.

  Business Response

  Date: 03/08/2024

  We are very sorry to hear that Mr. ********** was not pleased with the service he received from ************************** The amount of time was due to the back ordered parts from the manufacturer. The customer was notified of completion on 2/8/24 but did not pick vehicle up until 2/26/24 which caused him to pay additional rental expense that his insurance company would not cover. The additional items of concern less the bumper gap were resolved and returned to the customer on 2/27/24. The rental, deductible and additional requested repairs were not approved by the insurance company. All approved repairs have been completed.

  Customer Answer

  Date: 03/13/2024

  First, I initially took my car in to the shop on 7/7/2023 and it was given back to me on 7/28/2023.  The work was not complete, the paint job was sloppy, the bumper was put on incorrectly, plus the shop dented my door while doing the work.

  I went back to the shop and was told by Ben ********** that they will fix the mistake but they will need to order parts (door trim and bumper screws/clips) and the shop will cover the cost.  He also mentioned that I should not leave the car as they did not want to pay for a rental while the are waiting on part.

  Since that conversation in July of 2023, Ive constantly called the shop with no resolve on the when my parts will arrive.  Left several messages for *** and others, no one ever called back. 
  

  Fast forward to 2/5/2024, I escalated the issue with my insurance company to take the car to another shop and on 2/6/2024, the shop calls to tell me the parts are in.  I take my car to the shop on 2/7/2024 and less the 48 hours later I was called and told the car is ready.  I doubted that they could finish the work that soon and paint takes longer to sit.  I was transferred to speak to **** he was not available and I left him several messages over the next few days with no call back.  
  

  I went to the shop on 2/16 and after looking at the work realized that the paint was sloppy and the bumper was not fixed.  I was told everyone is at lunch and they will call me back.  I received a call from ****** ****** and he said he would look at the work and resolve the issue.  I received a call from ****** late on 2/26 stating the car was ready for pickup.  I went in on 2/27 and realized that the paint was sloppy and the bumper was not set correctly (see attached pics), no one was available to speak to me, but so I picked up the car.
  

  I sent photos to ****** and was told he was satisfied with the work.  When I asked about covering the rental as promised due to the shops delays he said he will not cover anything and will not forgive the $100 deductible for all the I had endured.

  Please look at the pics, and review the whole situation and let me know if you would find any of the acceptable?  I dont think so. 

   

  Customer Answer

  Date: 03/13/2024

  First, I initially took my car in to the shop on 7/7/2023 and it was given back to me on 7/28/2023.  The work was not complete, the paint job was sloppy, the bumper was put on incorrectly, plus the shop dented my door while doing the work.

  I went back to the shop and was told by Ben ********** that they will fix the mistake but they will need to order parts (door trim and bumper screws/clips) and the shop will cover the cost.  He also mentioned that I should not leave the car as they did not want to pay for a rental while the are waiting on part.

  Since that conversation in July of 2023, Ive constantly called the shop with no resolve on the when my parts will arrive.  Left several messages for *** and others, no one ever called back. 
  

  Fast forward to 2/5/2024, I escalated the issue with my insurance company to take the car to another shop and on 2/6/2024, the shop calls to tell me the parts are in.  I take my car to the shop on 2/7/2024 and less the 48 hours later I was called and told the car is ready.  I doubted that they could finish the work that soon and paint takes longer to sit.  I was transferred to speak to **** he was not available and I left him several messages over the next few days with no call back.  
  

  I went to the shop on 2/16 and after looking at the work realized that the paint was sloppy and the bumper was not fixed.  I was told everyone is at lunch and they will call me back.  I received a call from ****** ****** and he said he would look at the work and resolve the issue.  I received a call from ****** late on 2/26 stating the car was ready for pickup.  I went in on 2/27 and realized that the paint was sloppy and the bumper was not set correctly (see attached pics), no one was available to speak to me, but so I picked up the car.
  

  I sent photos to ****** and was told he was satisfied with the work.  When I asked about covering the rental as promised due to the shops delays he said he will not cover anything and will not forgive the $100 deductible for all the I had endured.

  Please look at the pics, and review the whole situation and let me know if you would find any of the acceptable?  I dont think so. 

   

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21353103
  
  I am rejecting this response because: 

  First, I initially took my car in to the shop on 7/7/2023 and it was given back to me on 7/28/2023.  The work was not complete, the paint job was sloppy, the bumper was put on incorrectly, plus the shop dented my door while doing the work.

  I went back to the shop and was told by Ben ********** that they will fix the mistake but they will need to order parts (door trim and bumper screws/clips) and the shop will cover the cost.  He also mentioned that I should not leave the car as they did not want to pay for a rental while the are waiting on part.

  Since that conversation in July of 2023, Ive constantly called the shop with no resolve on the when my parts will arrive.  Left several messages for *** and others, no one ever called back. 
  

  Fast forward to 2/5/2024, I escalated the issue with my insurance company to take the car to another shop and on 2/6/2024, the shop calls to tell me the parts are in.  I take my car to the shop on 2/7/2024 and less the 48 hours later I was called and told the car is ready.  I doubted that they could finish the work that soon and paint takes longer to sit.  I was transferred to speak to **** he was not available and I left him several messages over the next few days with no call back.  
  

  I went to the shop on 2/16 and after looking at the work realized that the paint was sloppy and the bumper was not fixed.  I was told everyone is at lunch and they will call me back.  I received a call from ****** ****** and he said he would look at the work and resolve the issue.  I received a call from ****** late on 2/26 stating the car was ready for pickup.  I went in on 2/27 and realized that the paint was sloppy and the bumper was not set correctly (see attached pics), no one was available to speak to me, but so I picked up the car.
  

  I sent photos to ****** and was told he was satisfied with the work.  When I asked about covering the rental as promised due to the shops delays he said he will not cover anything and will not forgive the $100 deductible for all the I had endured.

  Please look at the pics, and review the whole situation and let me know if you would find any of the acceptable?  I dont think so. 

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

  Business Response

  Date: 03/16/2024

  As with our last reply any additional concerns should be addressed with their insurance carrier. Thanks

  Business Response

  Date: 03/18/2024

  As with our last reply any additional concerns should be addressed with their insurance carrier. Thanks

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21353103
  
  I am rejecting this response because:
  
  The issue is not with the insurance carrier.  The issue is clearly with the shop.  Their ability to do the work promised. To do the work properly, at least in a fashion that would be acceptable on their own personal cars.  And finally as it is obvious here, the ability to accept responsibility.  
  

  They were paid for the work, did they do the work they were paid for?  If you review my pics, the answer is obviously no.

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

  Customer Answer

  Date: 03/24/2024

  Hello, if the service center would like to pay for mediation thats fine.  Ive already lost over $600 for a rental, the time of all the calls, comings and goings from and to the shop and a car that was not fix to any standard of satisfaction.  I will continue to leave bad reviews against this shop on all social media and other websites. The loss of customer goodwill is my aim against a shop that clearly has no standards or accepts responsibility.  

  Business Response

  Date: 03/25/2024

  Better Business Bureau:

  Hello, if the service center would like to pay for mediation thats fine.  Ive already lost over $600 for a rental, the time of all the calls, comings and goings from and to the shop and a car that was not fix to any standard of satisfaction.  I will continue to leave bad reviews against this shop on all social media and other websites. The loss of customer goodwill is my aim against a shop that clearly has no standards or accepts responsibility.  

   

• Initial Complaint

  Date:11/17/2023

  Type:Order 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 December 2022, after having an auto accident with my forever vehicle, I search the area for a replacement vehicle based on my needs. Apple Ford in ******** ** had a vehicle for me to try. I test drove this vehicle & proceeded to make arrangement for its purchase. I had a letter of pre-approval from my local credit union stating a interest rate of 2.99 % . When talking with the finance department at Apple Ford they were able to meet this rate with a 2.90 % rate. Because of insurance payment delays, 2 contracts were drawn up & signed. Later a third contract was signed because the online system had an issue with record retention. Unforunately after almost 10 months of paying on the loan, it was brought to my attentio that the interest rate on this vehicle loan as in fact posted at 7.09 %. I was mortified by this discovery. In October 2023 I began contacting Apple Ford Finance manager Ron Saunders. We had one fct sharing converstaion and has yet to follow up with me about this mistake. I have attempted several times to contact Mr. Saunders with no response. Was this a bait & switch on me, Have other customers experienced the same problem. Apple Ford should have records of what the going interest rates for the Dec 2022 time period were. 5 % difference in interest rate is a lot of money over the life of this loan. I do have additonal details on dates & times not included in this written.

  Business Response

  Date: 11/17/2023

  Mrs. ********,

     I spoke with Rob in our finance department, and he said he spoke with you earlier today.  We are trying to find the information you requested.  With the deal being almost a year old, I can only guess what may have happened.  We will be in contact with you as soon as we have any information.

  Bureau Response

  Date: 11/20/2023

  Ruth ********
  **** ******* ** ********* ***** *****
  
  
  Dear Ruth ********:
  
  This message is in regard to your complaint submitted on 11/16/2023 against Apple Ford Lincoln.  Your complaint was assigned ID 20878433. 

   

  BBB has received a formal response from Apple Ford Lincoln. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  

  Mrs. ********,

     I spoke with Rob in our finance department, and he said he spoke with you earlier today.  We are trying to find the information you requested.  With the deal being almost a year old, I can only guess what may have happened.  We will be in contact with you as soon as we have any information.

  Customer Answer

  Date: 11/21/2023

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

  I did receive a phone call from Mr. Saunders on Friday Nov 17th.   In this conversation I learned that the dealer has at least 2 paths of financing.    Ford Financing & TD Financing.

  At no time during the buying process was this info conveying.    I would like to know why we were not given an option, especially knowing that the verbal agreement was for 2.9%, what were our options.    I was holding a TFCU letter of approval for 2.99% in my hand.   

  I feel very violated but this action.    We are repeat buyers & also have bought in to their service for life programs.    It is very hard to think of having to work with this company for many years to come.   

  
  Sincerely,
  
  Ruth ********

  Business Response

  Date: 11/21/2023

  I am working with Rob our finance director and the banks to try to provide you the information you requested.  This deal is almost a year old and the information is not easily acquired. We will provide the requested information as soon as we receive it.  I spoke with all parties involved in your transaction and no one recalls the discussion of apr.   

  Bureau Response

  Date: 11/21/2023

  Ruth ********
  **** ******* ** ********* ***** *****
  
  
  Dear Ruth ********:
  
  This message is in regard to your complaint submitted on 11/16/2023 against Apple Ford Lincoln.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from Apple Ford Lincoln. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  I am working with Rob our finance director and the banks to try to provide you the information you requested.  This deal is almost a year old and the information is not easily acquired. We will provide the requested information as soon as we receive it.  I spoke with all parties involved in your transaction and no one recalls the discussion of apr.   

  Bureau Response

  Date: 11/26/2023

  Ned *******
  Apple Ford Lincoln **** ******** **** ******** ** *****
  
  
  Re: ID * ******** * Ruth ********
  
  Dear Ned *******:
  
  Thank you for your recent response to Ruth ********. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 11/26/2023

  Ruth ********
  **** ******* ** ********* ** ** *****  
  
  
  Re: ID * ********- Apple Ford Lincoln
  
  Dear Ruth ********,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  *********************** ****** ************
  

  Customer Answer

  Date: 12/06/2023

  To add more heart break to the situation, Apple Ford is again running the same 2.9 offering of interest rates for 72 months this year.    A year after they did not give me the same agreed upon opportunity for financing.    

  I would still like an understanding why this happened.    

   

  Ruth ******** 

   

• Initial Complaint

  Date:09/28/2023

  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.

  Bought a 2019 f150 3 months ago. I live 2 hours from the dealer I bought it from so I had to take it to a different dealer near me 2 times for work and they told me that the truck has a bad catalytic converter and they showed me that apple ford knew about this before selling me the truck. I called apple ford and told them what was going on and that the records show the truck has had this issue before I bought it so they said they would take care of it since the warranty won't. They scheduled me to bring it there so I drove 2 hours and took it to them dropped it off and they called the next day and told me the same thing that it has a bad converter and that it was 2000 dollars to fix and I explained to them that I had talked to the used car sales manager and that he said they would fix this problem. He than denied that he told me this. So I told them I would come get the truck and they charged me 149.00 for telling me that the converter was bad. I'd like for them to reimburse me the 149.00 and fix the truck since they knew about this issue.

  Business Response

  Date: 09/29/2023

  I have spoken to my pre-owned managers and neither recall scheduling a service appt for you.  Can you please provide specific information on this matter, such as the names of the managers you spoke with and the date and time of the conversation

  Business Response

  Date: 10/06/2023

  i will refund you the diagnosis fee.  

  Customer Answer

  Date: 10/10/2023

  I am rejecting this response because: The diagnosis fee is not the problem, selling me a truck knowingly and willingly with a bad catalytic converter is the problem. If that is how Apple ford deals there used vehicles that's pretty sad.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/23/2023

  The vehicle passed Maryland state inspection.  the dealership had no knowledge of a bad converter at the time of inspection or at the time of sale.

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am definitely not one to do this but I am irritated by the situation. I purchased my 2020 **** explorer 3 days ago. When I bought the vehicle the screen in the car prompted me to active my key for remote start which I dont have. After several phone calls to Apple Ford (******* was great with information and answering my calls) I was told the vehicle needs a module and programmed to have remote start and that it will cost me $600 and it still wont even been the correct fob. The car should have been ready for me to use auto start and the fact that I have to pay for it is ridiculous. I went with apple ford instead of the one near me because a friend recommended it and now I have nothing but problems. I already have to make an appointment for it sounding rough during initial start up and start up from auto shut down sounds rough. This hasnt been a good experience and I dont think Ill be recommending this place to anyone.

  Business Response

  Date: 08/15/2023

  The vehicle was not advertised or equipped with remote start using the key fob.  the vehicle is equipped with a modem and may have remote start access from the **** pass app.

  Customer Answer

  Date: 08/16/2023

   
  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

  Date:08/09/2023

  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.

  This complaint is based upon: * Perceived public deception due to this dealership affixing sticker on their vehicles noting both an "MSRP" = $65,525 and a "Total Price" = $68,025 on their vehicles resulting in a 2.5K difference in price * Dealership not honoring / beginning negotiations with me based upon offer made to me via text message from salesman of $64,775 nor through BENEPLACE / Tru Car offer of $65,525 * ****************** discount and later texted to inform the discount did not go through ***** military verification website. This after I informed salesman my ETS from service was greater than 2 years ago to which he replied, "no problem"* Vehicle being sold with defective hood = will not consistently secure once opened. This issue appears resolved as of 8-7-23. Will continue to monitor during future visits.Similar to the BBB complaint dated July 14th of this year; I too purchased a vehicle on a Friday. On August 4th I expressed interest in a 2023 Lincoln Nautilus (***** *****). Upon test driving I was impressed and decided to go inside to discuss pricing. This is where the deception began. When I asked salesman to provide a good offer; they began with an offer mirroring the total price cost of $68,025 versus beginning from on-line price sent to me by salesman of $64,775 or MSRP price of$65,525. I expressed this concern to salesman whom sold me the vehicle and his manager while returning the vehicle and leaving paperwork and keys at 9a.m. the following day. The sales manager called me and informed me there wasn't a "cooling off" period whereby one had up to 3 days to change their mind about a vehicle purchase. I informed him if accurate (and I found he was correct) I would return to pick up my vehicle however, needed the hood (which would not close) repaired. Repair appears completed as of 8-7-23. Billing adjustment requested but not granted due to salesman telling me I received a great offer. I respectfully disagree.

  Business Response

  Date: 08/09/2023

  the sale price of the vehicle was ********* less ***** rebate for a total sale price of $61,357.55.  This is less than the price offered by Truecar.  

• Initial Complaint

  Date:07/14/2023

  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 on a Friday night from Apple Ford and as I drove home, the engine light came on about 3 miles from my house. I also noticed a crackling and popping sound coming from the exhaust and the idle was running rough around the same time of the light. It was late and dark so I decided to handle it the next day. Next day the check engine light is still on so I drove immediately to Apple. They stated that it could be something with the gas cap because Audis sometimes throw errors when the gas cap is not getting a good seal. Apple orders a gas cap which I spent an hour driving to/from to pick up the cap and the car stalls in the parking lot of the auto parts store. It takes four attempts to start and stays idling. The engine idles rough so I drove back to Apple. The General manager John clears the codes and drives away for about 15 minutes, comes back gets out of the car says everything's running fine. I get in, drive away and about half way home the check engine light came back on. After parking back at my house, I try to restart the car and it doesn't start. I used an OBD reader- **************************************************************** Car won't start so I call Apple the next day. They agree to come and pick up the car to have some techs look into it through LMT Auto Repair in Columbia. LMT has it for a week, cannot find the issue and while in their possession a crack across the windshield appears. Apple knows nothing about it but it suddenly is fixed the next day. I ask Apple to send it to Audi of Hunt Valley. Audi does look into the problem which they find the timing chain, oil separator and rear gasket seal needs to be replaced - total bill is around 6k. Apple by this point is hard to reach and avoiding all calls and say they cannot do anything. Customer care response is horrible and unacceptable. The fact that John cleared the codes when I took it back the next day makes me believe these issues were there before purchase.

  Bureau Response

  Date: 07/14/2023

  Clark *****
  *** ******* ** ********** *** *****
  
  
  Dear Clark *****:
  
  Better Business Bureau (BBB) has received the complaint that you submitted on 7/13/2023 against Apple Ford Lincoln.  For your records, this complaint was assigned ID ******** in our system.
  
  Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.
  
  ***Please provide a copy of report/ receipt/ invoice from Audi of Hunt Valley.***
  
  Once clarification has been received, BBB will be able to continue processing of the complaint. Please be aware that should BBB not receive clarification within 5 calendar days the complaint must be closed accordingly, if you require additional time to provide a response please let me know, and I can provide you an extension.
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Thank you for your prompt reply.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 07/25/2023

  Chip *******
  Apple Ford Lincoln 
  **** ******** **** ******** ** *****  
  
  Dear Chip *******:
  
  Better Business Bureau (BBB) has received additional information from one of your consumers. The original complaint was submitted on 7/13/2023 and was assigned an ID of  ********* Below is the information provided by the consumer. BBB requests that you please review this information and respond within 7 calendar days of receipt of this notice. All responses will be copied to the complainant.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Please understand that the consumer’s complaint and your response may be publicly posted on the BBB Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  If you should have any questions or concerns, please do not hesitate to contact me.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Clark *****
  *** ******* ** ********** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: ********************
  
  
  The details of this matter are as follows:
  
  
  Customer’s Statement of the Problem:
  I bought a car on a Friday night from Apple Ford and as I drove home, the engine light came on about 3 miles from my house. I also noticed a crackling and popping sound coming from the exhaust and the idle was running rough around the same time of the light. It was late and dark so I decided to handle it the next day. Next day the check engine light is still on so I drove immediately to Apple. They stated that it could be something with the gas cap because Audis sometimes throw errors when the gas cap is not getting a good seal. Apple orders a gas cap which I spent an hour driving to/from to pick up the cap and the car stalls in the parking lot of the auto parts store. It takes four attempts to start and stays idling. The engine idles rough so I drove back to Apple. The General manager John clears the codes and drives away for about 15 minutes, comes back gets out of the car says everything's running fine. I get in, drive away and about half way home the check engine light came back on. After parking back at my house, I try to restart the car and it doesn't start. I used an OBD reader- ***************************************************************. Car won't start so I call Apple the next day. They agree to come and pick up the car to have some techs look into it through LMT Auto Repair in Columbia. LMT has it for a week, cannot find the issue and while in their possession a crack across the windshield appears. Apple knows nothing about it but it suddenly is fixed the next day. I ask Apple to send it to Audi of Hunt Valley. Audi does look into the problem which they find the timing chain, oil separator and rear gasket seal needs to be replaced - total bill is around 6k. Apple by this point is hard to reach and avoiding all calls and say they cannot do anything. Customer care response is horrible and unacceptable. The fact that John cleared the codes when I took it back the next day makes me believe these issues were there before purchase.

  
  
  
  Desired Settlement:
  Other (requires explanation)
  Refund; Repair; Replacement
   

  Additional Comments from Consumer:
  

  Bureau Response

  Date: 07/25/2023

  Clark *****
  *** ******* ** ********** *** *****
  
  
  Dear Clark *****:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/13/2023 against Apple Ford Lincoln.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Business Response

  Date: 07/25/2023

  The vehicle was sold as is. the dealer is not required to facilitate any repairs after the sale.  

  Bureau Response

  Date: 07/26/2023

  Clark *****
  *** ******* ** ************ *****
  
  
  Dear Clark *****:
  
  This message is in regard to your complaint submitted on 7/13/2023 against Apple Ford Lincoln.  Your complaint was assigned ID *********   

  BBB has received a formal response from Apple Ford Lincoln. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  The vehicle was sold as is. the dealer is not required to facilitate any repairs after the sale.  

  Customer Answer

  Date: 07/26/2023

  
  Complaint: ********
  
  I am rejecting this response because they promised a car that was running and had no prior issues. The team stated during time of purchase there were no issues, but in fact did. Using an OBD reader showed there were previous issues that they covered up by clearing the error codes the next day without my authorization.
  
  Sincerely,
  
  Clark *****

  Bureau Response

  Date: 07/26/2023

  Chip *******
  Apple Ford Lincoln 

  **** ******** **** ******** ** *****
  
  
  Dear Chip *******:
  
  This message is in regard to a complaint submitted to the BBB about your business on 7/13/2023 by Clark *****.  This complaint was assigned ID *********
  
  Why am I receiving another letter regarding this complaint?
  We recently received additional correspondence from the consumer in the above-referenced case.  The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
  
  How do I see the new information?
  If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response to the consumers rebuttal?
  Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  In the interest of time and good customer relations, please respond within 5 calendar days.
  
  How many more times will I have to respond to this complaint?
  We appreciate the response you have already provided and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 
  
  Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
  
  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  MESSAGE FROM CONSUMER:
  
  
  Complaint: ********
  
  I am rejecting this response because they promised a car that was running and had no prior issues. The team stated during time of purchase there were no issues, but in fact did. Using an OBD reader showed there were previous issues that they covered up by clearing the error codes the next day without my authorization.
  
  Sincerely,
  
  Clark *****

  Bureau Response

  Date: 08/01/2023

  Chip *******
  Apple Ford Lincoln 

  **** ******** **** ******** ** *****
  
  
  Dear Chip *******:
  
  This message is in regard to a complaint submitted to the BBB about your business on 7/13/2023 by Clark *****.  This complaint was assigned ID *********
  
  Why am I receiving another letter regarding this complaint?

  This is a reminder that you have not responded to the consumersadditional correspondence in the above-referenced case.  The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
  
  How do I see the new information?
  If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response to the consumers rebuttal?
  Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  In the interest of time and good customer relations, please respond within 5 calendar days.
  
  How many more times will I have to respond to this complaint?
  We appreciate the response you have already provided and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 
  
  Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
  
  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  MESSAGE FROM CONSUMER:
  
  
  Complaint: ********
  I am rejecting this response because they promised a car that was running and had no prior issues. The team stated during time of purchase there were no issues, but in fact did. Using an OBD reader showed there were previous issues that they covered up by clearing the error codes the next day without my authorization.
  
  Sincerely,
  
  Clark *****

  Business Response

  Date: 08/01/2023

  Again, The vehicle was sold as is. the dealer is not required to facilitate any repairs after the sale. 

  Bureau Response

  Date: 08/01/2023

  Clark *****
  *** ******* ** ************ *****  
  
  Dear Clark *****:
  
  This message is in regard to your complaint submitted on 7/13/2023 against Apple Ford Lincoln.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Apple Ford Lincoln. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Again, The vehicle was sold as is. the dealer is not required to facilitate any repairs after the sale. 

  Bureau Response

  Date: 08/01/2023

  Chip *******
  Apple Ford Lincoln
  **** ******** **** ******** ** ***** 
  
  
  Re: ID * ******** - Clark *****
  
  Dear Chip *******:
  
  Thank you for your cooperation in responding to the above consumer's complaint.
  
  We forwarded your response to Clark *****. The consumer notified our office that they are not satisfied. BBB has determined your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: “Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction.”
  
  The text of your response may be publicly posted on BBB’s website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
  
  We appreciate your cooperation in addressing this matter and hope we can be of service to you in the future.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 08/01/2023

  Clark *****
  *** ******* ** ********* ** *****  
  
  Dear Clark *****,
  
  This message is regarding Complaint ID * ********* Apple Ford Lincoln
  
  Your complaint is closed for one of the following reasons:
  
  We understand you are NOT satisfied with the business's response, and have noted your dissatisfaction in our files.  While we were unable to reach your desired resolution, the business has provided your Better Business Bureau (BBB) with its position.  This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."
  
  ***BBB Note:  The business has provided documentation showing that the car was sold "as is".  BBB is unable to compel the business to operate outside the "as is" sale.  

  
  If this is the case, please reply to this email and for the complaint to be reopened, so you can submit a response to the business. After your request is processed, you will receive an email asking for your response with a link to the complaint.
  
  Please note, the text of your response may be publicly posted on BBB's website.  BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.
  
  We appreciate the opportunity to be of service, and sincerely hope you will contact us for future pre-purchase information. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  MESSAGE FROM BUSINESS:
  
  Again, The vehicle was sold as is. the dealer is not required to facilitate any repairs after the sale. 

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a F150 truck from Apple Ford in January 2021. I also bought an aftermarket tire and wheel policy at the time of purchase. The F150 was traded to another dealer in March 2023 and the auto loan paid in full. The tire and wheel policy had to be cancelled by the dealership that sold it or the remaining value of the policy isn't recuperated otherwise. I contacted Apple Ford by numerous means to initiate the cancellation. The initial contact to request the cancellation was terrible. The cancellation paperwork was eventually provided and officially signed on March 30 but the refund process continues to be an arduous and unpleasant experience. The cancellation notice states it may take 6 to 12 weeks for the refund to be issued. Mr. ********, Finance Manager, contacted me on May 31 after I reached out to the Howard County Chamber of Commerce to report a "Legacy" partner's business practices were sub-par and the dealership has provided horrendous customer service. On May 31, Mr. ******** remarked that 8 weeks had passed since the cancellation request was received and it may take a few more weeks for the refund to be issued. Prior to May 31, I emailed and left voicemail messages with several individuals; the President, Chip *******; the CFO, Glen Begane; the Aftermarket Manager, Lindsey ******, and others asking for the status of my refund on multiple occasions and received no response from anyone. Twelve weeks passed and I emailed Rob ******** on June 28 plus left a voicemail on July 2 at 1:18pm on the number he provided from our communication on May 31, ###-###-####. No response. I'm owed the balance on the aftermarket product sold by Apple Ford and want the refund issued immediately. This dealership is extremely ill-mannered, provides substandard customer service, and is holding monies owed to me.

  Bureau Response

  Date: 07/06/2023

  Chip *******
  Apple Ford Lincoln 
  **** ******** **** ******** ** *****
  
  
  Dear Chip *******: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/5/2023 and was assigned an ID of *********   
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Jacqueline **********

  * ** *****

  Daytime Phone: ###-###-####
  E-mail: *********************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Refund Or Exchange Issues 

   

  Customer’s Statement of the Problem:
  
  I bought a F150 truck from Apple Ford in January 2021. I also bought an aftermarket tire and wheel policy at the time of purchase. The F150 was traded to another dealer in March 2023 and the auto loan paid in full. The tire and wheel policy had to be cancelled by the dealership that sold it or the remaining value of the policy isn't recuperated otherwise. I contacted Apple Ford by numerous means to initiate the cancellation. The initial contact to request the cancellation was terrible. The cancellation paperwork was eventually provided and officially signed on March 30 but the refund process continues to be an arduous and unpleasant experience. The cancellation notice states it may take 6 to 12 weeks for the refund to be issued. Mr. Saunders, Finance Manager, contacted me on May 31 after I reached out to the Howard County Chamber of Commerce to report a "Legacy" partner's business practices were sub-par and the dealership has provided horrendous customer service. On May 31, Mr. Saunders remarked that 8 weeks had passed since the cancellation request was received and it may take a few more weeks for the refund to be issued. Prior to May 31, I emailed and left voicemail messages with several individuals; the President, Chip *******; the CFO, Glen ******* the Aftermarket Manager, Lindsey ******* and others asking for the status of my refund on multiple occasions and received no response from anyone. Twelve weeks passed and I emailed Rob Saunders on June 28 plus left a voicemail on July 2 at 1:18pm on the number he provided from our communication on May 31, ###-###-####. No response. I'm owed the balance on the aftermarket product sold by Apple Ford and want the refund issued immediately. This dealership is extremely ill-mannered, provides substandard customer service, and is holding monies owed to me.
  
  
  
  
  
  Desired Settlement:
  Refund
  
   

  Bureau Response

  Date: 07/06/2023

  Jacqueline **********
  
  * *** *****
  
  
  Dear Jacqueline **********:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/5/2023 against Apple Ford Lincoln.  Your complaint was assigned ID *********   
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Business Response

  Date: 07/08/2023

  The delay comes from the warranty company that we used for the coverage. The warranty company still has not finalized the cancellation; however, they did give us the amount that will be refunded. We have cut a check for the amount told to us and will be sending it out first part of the week. We apologize for the delay and it's very frustrating on our side as well when a third-party vendor holds up the process we have in place for our clients. 

  Bureau Response

  Date: 07/10/2023

  Jacqueline **********
  
  *** *****
  
  
  Dear Jacqueline **********:
  
  This message is in regard to your complaint submitted on 7/5/2023 against Apple Ford Lincoln.  Your complaint was assigned ID *********    

  BBB has received a formal response from Apple Ford Lincoln. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: ***************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  The delay comes from the warranty company that we used for the coverage. The warranty company still has not finalized the cancellation; however, they did give us the amount that will be refunded. We have cut a check for the amount told to us and will be sending it out first part of the week. We apologize for the delay and it's very frustrating on our side as well when a third-party vendor holds up the process we have in place for our clients. 

  Customer Answer

  Date: 07/13/2023

  
  Complaint: ********
  
  I am rejecting this response because as of today, the refund check hasn't been received. I will update my response when a refund is received.
  
  
  Respectfully,

  
  Jacqueline **********

  Bureau Response

  Date: 07/14/2023

  Chip *******
  Apple Ford Lincoln
  **** ******** **** ******** ** ***** 
  
  
  Re: ID * ******** * Jacqueline **********
  
  Dear Chip *******:
  
  Thank you for your cooperation in responding to the above consumer's complaint.
  
  We forwarded your response to Jacqueline **********. The consumer notified our office that they are not satisfied. BBB has determined your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: “Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction.”

  ***The closure of this complaint is a "soft closure".  This type of closure means that if the refund going to the consumer (indicated in the complaint), is not received in 14 business days, the complaint can/will be reopened  (then the complaint may be suggested for Arbitration/Mediation). ***
  
  The text of your response may be publicly posted on BBB’s website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
  
  We appreciate your cooperation in addressing this matter and hope we can be of service to you in the future.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 07/14/2023

  Jacqueline **********
  
  ** *****  
  
  Dear Jacqueline **********,
  
  This message is regarding Complaint ID * ********- Apple Ford Lincoln
  
  Your complaint is closed for one of the following reasons:
  
  We understand you are NOT satisfied with the business's response, and have noted your dissatisfaction in our files.  While we were unable to reach your desired resolution, the business has provided your Better Business Bureau (BBB) with its position.  This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."
  
  ****BBB is closing this complaint with a "soft closure"  This soft closure means that if the refund has not been received in 14 business days (not including holidays or weekends), a written request can be submitted to have the complaint reopened (can be done by sending an email to the caseworker...see contact information in signature below).  Please note that opening a new complaint will not be needed. ”****

  
  If this is the case, please reply to this email and for the complaint to be reopened, so you can submit a response to the business. After your request is processed, you will receive an email asking for your response with a link to the complaint.
  
  Please note, the text of your response may be publicly posted on BBB's website.  BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.
  
  We appreciate the opportunity to be of service, and sincerely hope you will contact us for future pre-purchase information. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  MESSAGE FROM BUSINESS:
  
  The delay comes from the warranty company that we used for the coverage. The warranty company still has not finalized the cancellation; however, they did give us the amount that will be refunded. We have cut a check for the amount told to us and will be sending it out first part of the week. We apologize for the delay and it's very frustrating on our side as well when a third-party vendor holds up the process we have in place for our clients. 

  Bureau Response

  Date: 07/17/2023

  Chip *******
  Apple Ford Lincoln 
  **** ******** **** ********* ** *****
  
  
  Dear Chip *******:
  
  This message is in regard to a complaint submitted to BBB about your business on 7/5/2023 by Jacqueline **********. This complaint was assigned ID *********
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore, we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  
  MESSAGE:

  
  

  From: Jackie B ***********************
  Date: Fri, Jul 14, 2023 at 4:51 PM
  Subject: Re: You have a New Message from BBB of Greater Maryland Complaint *********
  To: Better Business Bureau ***************************
  

  
  
  

  Thank you for the information. The refund was received today and thought it was appropriate to state th

  
  

  
  

  Bureau Response

  Date: 07/17/2023

  Jacqueline **********
  
  ** ***** 
  
  
  Dear Jacqueline **********,
  
  This message is regarding Complaint ID * ********* Apple Ford Lincoln
  
  

  Thank you for using BBB Serving Greater Maryland to assist you in the resolution of your complaint. If you were pleased with the free service you received, you might consider a tax-deductible donation to the BBB Maryland Foundation.

  
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  Attn: BBB Maryland Foundation

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

  The BBB Maryland Foundation is a 501 (c) 3 charitable organization funded solely through donations and receives no state or federal money. Our federal ID number is *********** Your time and consideration is greatly appreciated!

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####