ComplaintsforApple Ford Lincoln

• Initial Complaint

  11/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  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

  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

  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

  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 response

  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

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/06/2023

  i will refund you the diagnosis fee.  

  Customer response

  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

  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

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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

  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

  07/25/2023

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

  Bureau response

  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 response

  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

  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

  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

  08/01/2023

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

  Bureau response

  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

  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

  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

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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

  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

  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

  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 response

  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

  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

  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

  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

  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.

  
  Your BBB® is a leader in providing a variety of educational outreach programs to help prevent members of our community from becoming victims of untrustworthy transactions and scams. Below is a brief sample of the many free services your BBB provides to the Maryland community:
  

  * BBB Shred Day: Did you know Maryland ranks 9th in the country for Identity Theft victims? BBB Serving Greater Maryland provides free annual document shredding to all Maryland residents to help fight this rising statistic.
  

  * BBB Military LINE: Military members and their families are a favorite target of scam artists and unscrupulous businesses. BBB Serving Greater Maryland partners with Ft. Meade, Aberdeen Proving Ground and other military resources to offer educational programs to keep our service members protected and informed.
  

  * BBB Outsmarting Investment Fraud: Most people are familiar the words' Ponzi scheme's or shell company's;, but may not know how identify them. BBB has partnered with FINRA (Financial Industry Regulatory Authority) to educate Maryland residents & senior citizens about the psychology of fraudsters and the tactics used to swindle life savings
  
  Your tax-deductible donation will help ensure these services continue to be provided to your local community.
  
  

  Follow the link below to make a secure online donation:
  
  

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

  If you would prefer to donate by check, please make checks payable to the "BBB Educational Foundation" and send via postal mail to:
  
  

  BBB Serving Greater Maryland

  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: ###-###-####

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 30, 2022, I submitted a request to cancel the GAP contract with a 3rd party, American Warranty Group, due to paying off my vehicle note a year early. I was advised by the 3r party that the contract ************* had been canceled pro rata time at 12% of the retail price paid for the contract with no cancellation fee. However, when I reached back to the 3rd party for a status update on January 20, 2023, I was advised to follow up with the selling dealer’s business office, Apple Ford Lincoln, Columbia, MD, to get any updates on my refund. I reached out to the business office and eventually was able to speak with Dylan ******, who informed me that I had to submit another form to request the cancellation of the GAP contract. Mr. ****** emailed me the form, and I filled it out and returned it to his email on January 25, 2022. Unfortunately, since then, I have not been able to reach anyone at the Apple Ford Business office and have not received a response. When I spoke with Mr. ******, he informed me it would be 4 to 6 weeks before my request was processed. However, it has been at least four months, and I have not received a response or reimbursement. I am seeking reimbursement for the amount I am owed for canceling the GAP contract due to my early vehicle payoff. The lack of unresponsiveness by personnel and poor customer service is unacceptable.

  Customer response

  05/24/2023

  
  Complaint: ********  
  I am rejecting this response because: the refund should be sent to my address not PNC. Once the car note was paid PNC does not have any authority to receive any refunds that belong to me. The refund should be reissued to me since it’s been several months that have gone by. I was never given notice of this action. 
  
  Sincerely,
  
  Victor ******

  Customer response

  05/25/2023

  I contact PNC to see if they received the GAP refund. However, i believe that Apple Ford business offices should have record of the check issues and if it posted to their account. The leg work should be conducted by them not the costumer who never was notice of this transaction.

  Business response

  06/07/2023

  The customer was sent a copy of the cancelled check to PNC bank representing the refund due on the unused portion of the GAP coverage. As GAP requires a finance balance to exist in order to remain in effect, it is common practice for banks to request a refund on this product as it was originally financed on their contract. The refund was applied to the loan payoff balance and therefore, the customer has received the benefit of the timely cancellation. If we sent Mr. ****** a check at this point, we would be double refunding the unused GAP premium, meaning he would be credited twice. We have provided support and proof of these facts to the customer. Congratulations on paying off your vehicle loan early.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 6th 2022 my car broke down on the side of the road. This was bad enough as it was but mostly seemed like bad luck. I got it towed to a local place and they told me they couldn't do repair it because it was under warranty. Totally fine! On June 6th 2022 we dropped the car off with ****. I was told it would be three weeks until they got it diagnosed. When they eventually diagnosed it a month later they told me the part was on back order. I called on July 18th to see if the part had come in and they told me it had and that it would be repaired by the upcoming Friday. I called on July 22nd and they told me they didn't have an update for me. I called July 27th and they told me that the part was on back order again and that they were looking at being able to repair it as soon as January! I decided that would not do and came in to see about trading it in so that I wouldn't have to continue to rent. They sold me a Subaru Crosstrek and accepted my car as a trade in. Now it is August 16th and they have not paid off my Subaru Crosstrek and I have a payment due on the 20th. I went in today and they told me to "just pay it anyways."

  Business response

  09/27/2022

  Business Response /* (1000, 13, 2022/09/19) */ we apologize for the delay. your trade payoff check was mailed on 8/15/2022 and received by Ally on 8/17/2022 If you made an additional payment on the Subaru, you will be reimbursed by the lending institution.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm a federal government retiree and 100% service connected disabled veteran who is experiencing challenges with a dealership over a new vehicle. On 5/31/22 I purchased a new 2022 Ford Explorer from Apple Ford, 8800 Stanford Blvd, Columbia MD 21045. A few days after the purchase, I started hearing sounds of rodent infestation 2 days later. These were sporadic scurrying sounds that seemed to be coming from metal frame area above headliner in the car. I was able to record the sounds and attempted to share this verification of infestation with dealership, to no avail. As disabled vet w/anxiety/ptsd, scurrying sounds are unnerving, rodents are known to cause wiring damage which affects vehicle safety, sudden emergence of rodents when operating vehicle is additional safety hazard to myself, my passengers and others. In response to my initial complaints, the dealership removed headliner and stated no indication of rodents found. I repeatedly notified dealer the sound is one of clawing/scurrying on metal and that I believe the rodent/rodents are accessing the interior/hollow of the car frame which would explain the sounds I'm hearing and the fact that they found no evidence of infestation in the cloth/padding area of the headliner and just above it. In my opinion, the dealership should've fully examined the car, listened to/viewed the video evidence I provided and attempted to lure the rodents out of the vehicle. They are basically saying there is no issue that they can detect but ignore evidence of the issue. I believe they are doing this to avoid having to replace the car and thus lose money on their end from having to replace a car they sold which has a rodent infestation. I would like your assistance in contacting the dealership and coordinating a resolution to this issue.

  Business response

  09/08/2022

  Business Response /* (1000, 14, 2022/07/21) */ As stated by customer, Apple removed headliner and found no evidence of rodent or other loose items in headliner. No further action will be taken by selling dealer. Consumer Response /* (3000, 16, 2022/07/22) */ Re: BBB Complaint Case# 36191274 (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX) External Inbox **** ******* <********@yahoo.com> 8:33 AM (4 hours ago) to me I'm 100% NOT SATISFIED with Apple Ford. They refused to view video recordings of the sounds I referenced. The lied about efforts to resolve the issue. They lied about payments owed to me then unnecessary delayed the payment as an act of reprisal and retaliation for my filing the bbb complaint and my contacting Ford national corporation. They repeatedly ignored calls, texts and emails where I'd attached audio files verifying the sounds, etc. In short, they were unethical and unprofessional. Their sales manager, Rob, literally told me that "As far as I'm concerned you can buy your cars elsewhere from now on."

• Initial Complaint

  06/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2018 VW Atlas that was defective. Issues starting popping up 5 days after taking it home. Dealership was dishonest at the time of purchase, ran my credit through multiple banks without my consent then required me to consent to it after it was already done, was told it was required in order to finish the contract. I had a pre-qualification through a bank and they knew about that. Said they would start the process with the bank but instead ran my credit without me knowing they were going to. Lied and stated the add-ons and extended warranties were required by the lender. Vehicle has been in service 2 times for the check engine light for purge valve, after 1st replacement, 2 weeks later the light appeared again and stated the purge valve was bad yet again. This part that is bad causes very low MPG costing more money in fuel due to filling up more than usual. Dealership said they couldn't fix it and it seemed like something more in depth is wrong. They sent me to Volkswagen where VW found a lot of rust and corrosion under the vehicle. Vehicle went back in for service, Apple Ford sent it to Volkswagen for repairs on June 1st. It is still in service at this time. Sunroof visor stopped working, infotainment system freezes with no resolution other than resetting it every time, passenger cooled seat option makes the seat vibrate very bad, their solution was to apply weight to it and it will stop and they can't fix that either. I have requested a buy back from the dealer but they keep refusing. 3 different times the vehicle was in reverse and it drove forward, the dealership said they can't fix that. This has been dishonest practices in connection with the sale. I have a folder with all documentation of communication, repair attempts, credit inquires, code reading and diagnosis reports and can provide all of it.

  Business response

  08/17/2022

  Business Response /* (1000, 5, 2022/06/22) */ We addressed and repaired the issue with the powertrain. We have signed documentation authorizing us to run his credit and submit to lenders. Any additional issues that Mr. ***** may have with the vehicle are outside the responsibility of the dealership. Consumer Response /* (3000, 7, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because Apple Ford ran my credit for additional banks PRIOR to me HAVING and being FORCED to provide consent and they only reason I signed the paper at the time of contract in regards to them doing this was because the damage was already done at that point and they made it clear that it was REQUIRED that I sign in order to finalize the contract. I'm sure this was because they knew they made an illegal move and by requiring that, it was a quick fix for them. I would have never agreed to allowing them to seek credit from additional banks as I was already pre-qualified and made them aware of this. They were interested in seeking a lower interest rate but never informed me of this. I'm requesting dealership cameras to be released at the date and time to show that their was no consent signed (Other than the dealership application that is required) at the time they ran my credit. The vehicle is NOT repaired. Apple Ford did NOT repair the issues, it was sent to 2 Volkswagen dealers while in Apple Fords possession and at this time the vehicle is STILL not functioning as it should, it was brought back to me while having issues that are STILL not corrected. Apple Ford was dishonest with their practices in connection with the contract and misrepresented the vehicle at the time of sale. They have not been willing to buy the vehicle back. Documentation shows communication of issues appearing 5 DAYS after purchase and has continued to be documented continuously to this point. Business Response /* (4000, 11, 2022/07/05) */ we do not have any fixed video or audio recording devices in the showroom or finance offices. We do not force our customers to do anything including signing of documents.

• Initial Complaint

  04/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 9/7/21 I bought a 2018 Ford Fusion from Apple Ford. I also purchased their top level additional warranty as well as GAP Insurance. On 2/1/22 my check engine light came on and I took it directly to the dealership. They told me that they would not be able to look at it until 2/7. On 2/7 I called to check the status of my vehicle as no one had contacted me, and I was told by a service employee that it looked like I needed a new engine, however it would be covered by my warranty. He told me the engine would need to be broken down and inspected and that this process will take 2 weeks. Two weeks go by and I call again as no one had contacted me. I spoke again to the same service person. He told me the inspector approved the new engine but that it would not be in until 4/23. I asked again if it was covered and he told me yes. I reach out on April 16th as no one provided me with updates and I was unable to get in contact with my service person or their manager, so I left a ****** review. Moments later I was contacted by both. I was told by my original service person that my car would be ready the first week of May and that it was still covered. His manager then told me he was taking over and reach out to me on 4/18 with an update. On 4/18 he called and told me that nothing was covered and that he did not like my ****** review. He told me he would try to get me in a different car & that the issue would be resolved on 4/21. 4/21 I end up calling the dealership as no one had contacted me and I was told they needed until Friday they also mentioned again that no one wanted to help me because of the negative review. Friday I once again contact the dealership as no one contact me and I was told they would offer me $9K for a vehicle I owe over $20K on. At this point I have zero faith that this dealership actually wants to help the people that spend money there. They just want to take advantage of consumers. They have had many chances to make this right and have chosen not to.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Thursday 2/17/22, I brought a build sheet for a 2022 Ford F150 Raptor to Apple Ford, and the salesman Michael A. was the one who assisted me. I asked if they are able to order this truck and what the price would be. He said yes they have dealer allocation for ordering it and they are proud to offer me the build/sticker price of $77,905 plus taxes and fees for a total of $83,460.30. I agreed to the order and put a $500 deposit down. They had me sign the build sheet and also sign an invoice order price sheet showing the agreed upon price. Salesman said he would contact me the next day Friday giving me an estimated delivery time frame, but did not contact me. I called on Saturday trying to reach Michael, and was told he was busy and he would call me, but never did. I called again on Tuesday because of the holiday and he was not in, so I called again Wednesday 2/23/2022 and finally reached Michael the salesman asking for an update. He said he will gather the order information and call me right back, but never called me. A few hours later, I called back and asked to speak to sales manager instead, and was told he was busy and would call back, but did not call back. Thursday 2/24 I receive a call from sales saying they do not have any more dealer allocations to order this truck and have to cancel this order, so they refunded my deposit. Since most dealers in the area mark up this truck by around 10K, I wondered if they were being deceptive, so I had my fiance contact Apple Ford asking if they have dealer allocation for this 22 Ford F150 Raptor, she received a text message and voice mail saying yes they do have dealer allocation, leading me to believe they didn't actually want to sell me initially for sticker price and lied to me about not having allocation in order to cancel my order, despite my signing the invoice order. The week after I placed the initial order, Ford has increased the base price by $3,300. Dealer is unwilling to sell for initial agreed price.

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/02/28) */ As a dealer we do not control allocation or pricing adjustments from the manufacturer. Consumer Response /* (3000, 7, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This dealer does have allocation for this vehicle because they have called my fiance and left messages three times already saying they have dealer allocation for this truck, thinking she is a different customer. The sales team is lying in order to get out of selling me this truck for the initial agreed upon price by telling me they no longer have the allocation, but when my fiance inquires as a different customer, she has received several phone messages saying they have the allocation. This concludes to me that your sales team is lying to get out of the sale.

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