Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/05/2025

  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.

  In 2021 I purchased a new F150 with an extended warranty from *******************. That vehicle apparently burns oil. I took it to *** Davidson because I heard a knocking noise and the engine light came on. **** ******** was my representative. I was charged a ***************************** the vehicle was out of oil. I asked why it was out of oil. He explained that was not part of the 200 diagnosis. He further explained that sometimes you just get a burner. Lastly, he explained that I had no extended warranty and that any repair would be out of pocket.The vehicle came with a 60k mile power train warranty. The extended warranty I paid for was longer than that but I am not sure how much longer. At the time of this visit, my vehicle had 61k miles. Furthermore, a previous independent garage had mentioned at about 53 k miles that it looked like the vehicle may be burning oil and that I should ask about it at the next oil change. So, it was certainly an issue prior to the 60k warranty or the extended warranty expiring. My oil was changed and they marked the dipstick. I left the location and later sent **** a picture of my oil consumption as registered by the dipstick. It seemed significant to me. He said it was normal. My vehicle is coming up on its next required oil change, but not yet due. It is again so low on oil that it will not register on the dipstick. It is my position that this is not appropriate for a 2021 vehicle and should be covered under the warranty. Furthermore, I am troubled by being sold a warranty and it not existing. I contacted the corporate office of **** by both chat and phone and was told that nothing could be done in reference to any of my complaints. They also confirmed that there was no extended warranty linked to me or my vehicle. Lastly, in trying to resolve this issue I saw a notation on my receipt that I declined tire replacement and a 60k service. I was never made aware of a tire issue and **** instructed me to skip the 60k service

  Business Response

  Date: 02/07/2025

  We reviewed the last repair that shows that the vehicle was out of ****'s warranty at the time and that there are not any extended warranties on File with ****. If the customer has an aftermarket warranty, they would need to provide us with that information so that the repairs can be called in for coverage. We are not the selling dealer so I am unable to speak to what the customer purchased from ***** ****, but I would recommend calling them with a copy of their paid receipt for the extended warranty to have it put on file if it was indeed purchased. We would be happy to call in to any warranty company that the vehicle has an open contract on, but that information would need to be provided to us from the customer.

  The repairs would have had to been completed by the warranty expiration date or mileage to be covered under ****'s powertrain warranty which was expired with the vehicle was last here.

  Our records do show that a 60K service was declined and documented on the repair order at the time but if you would like to perform the service it can be done at any time.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22898364
  
  I am rejecting this response because:
  
  Clearly this problem was preexisting since the previous oil change noted that the vehicle seemed to have lost oil. And you were notified apparently 1000 miles over the warranty.  Furthermore all of the onboard oil monitoring systems said the truck was great when it was apparently running on very little oil. 
  

  Since the problem pre existed the ending of the warranty and you were notified just over the warranty, I would think that you would want to stand behind your product a bit better than that. 
  Sincerely,
  
  ****** ********

  Business Response

  Date: 02/19/2025

  As stated in our response the repairs would have to been completed by the warranty expiration date and mileage to be covered under ****'s powertrain warranty. For any questions regarding that you are free to contact ****************** directly. We are a franchised dealership and there is no way for us to make a claim and get paid for repairs by **** after the warranty expires.

  You mentioned in your original complaint that you purchased an extended service contract that was longer than the vehicles powertrain warranty from your selling dealer. As I stated before once you get that activated let us know who it's through and we would be happy to call the claim in.

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

   

   

• Initial Complaint

  Date:06/07/2024

  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.

  Paid $5491.03 on 5/21/24 for mechanical repair. On 5/26/24, air conditioner stopped working. Took vehicle back up to the same dealership where mechanical work was performed; received notification on 6/5/24 that car now needed a new engine. Vehicle is no longer drivable and I do not have a vehicle to get back and forth to work. I fully believe the mechanics knew a new engine was needed before charging us $5491 and they now expect us to pay additional money for their mistakes. This is extremely upsetting.

  Business Response

  Date: 06/08/2024

  Customer brought vehicle in 5/16/2024 with ****** miles in the vehicle overheating and leaking coolant. diagnosed as a leaking water pump and estimate provided, and repairs authorized. During the repair it was found that a foreign substance was in the coolant that we believe was radiator stop leak when asked the customer about it they denied adding anything. We informed the customer and tried to clean out as best as possible which also included replacing the radiator and thermostat due to this substance clogging them. all repairs including flushing the system as best as possible was communicated to the customer as well as documented on the repair order and invoice. On 5/28/24 with ******* miles customer brought vehicle back for a check engine light and A/C performance issue. During the test drive to verify the concern the vehicle stopped running and had to be towed back to the shop. Inspection concluded that the engine was locked up so we first inspected all previous work which was found to be as is should be, removed the valve covers to inspect the top end which looked ok and finally removed the oil pan where it was found that the oil pick up tube was clogged up with a foreign substance that appeared to be radiator stop leak restricting oil flow into the engine causing it to lock up. At this point the vehicle needs an engine replacement. We attempted to work with the customer to either repair the vehicle or take it in on trade on a replacement vehicle but were not able to come to a resolution.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21813799
  
  I am rejecting this response because: an inspection was performed and signed off on 5/20/24, 1 day prior to charging $5491 for the initial repair.  The only areas noted per the signed inspection by the mechanics referred to the brakes.  All other parts of the engine met inspection per the paper. It is hard to understand how it was then determined on 6/5/24 that an entire engine was needed.  I have a copy of the inspection paper and original invoice that was provided at the time of the sale on 5/21/24.  I understand that things happen, but the service and sales department's complete lack of compassion, kindness, or humanity resulted in not only a $5491 purchase, but the need to purchase an entirely new vehicle, to which $5600 of negative equity was rolled over into a new, more expensive monthly car payment.  Given all of the paperwork documentation that showed the vehicle passed their own inspection on 5/20/24, this money should be return to me.  It is what is right as a consumer and as someone who trusted this dealership to perform a service to repair the initial problems to begin with. 

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

  Business Response

  Date: 06/12/2024

  As we said before we are sorry that your vehicle is having this issue. The water pump repairs that were done previously have been inspected and found to be complete to specification. The failure is due to the mystery foreign substance that was put into the vehicles system prior to it arriving to the dealership which is not something that we were aware of or have any control over. Unfortunately, we will not be able to offer a refund for repairs and are closing this case.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21813799
  
  I am rejecting this response because:

  There was no discussion of a foreign substance in the vehicle until after the engine was reported by your agency to now need a new engine, which is ironically convenient for the dealership.  I understand that things occur, but the lack of accountability and decency from your company further indicates to me that the repairs that totaled $5491 and were paid were done so knowing that the vehicle needed a new engine.  My position remains that a refund should be issued.  After discussing with other auto shops and providing invoice and inspection information, local competitors are baffled by this behavior and indecent customer service.  I will be happy to provide the full invoice and inspection to the BBB.  

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

  Business Response

  Date: 06/26/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  In response to case 21813799, I would like to move forward with mediation.  Please let me know if you need any further information or assistance from me. 

  
  

  ****** Jordan 

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

  Thank you.

  Business Response

  Date: 06/26/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Thank you.

• Initial Complaint

  Date:01/02/2024

  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 purchased a 2016 Lincoln MKX from this dealership. When I got the vehicle home I realized that the automatic hatch back did not work properly. I took the car back to the dealership and they charged me a $215 dollar diagnostic fee and a $2000 dollar repair fee. When I got the car back the automatic hatch was still not working properly. The hatch would not close nor would it lock, and would come open by itself. Over the next few months I was "ping ponged" from person to person. They wanted me to pay another $215 diagnostic fee and another service fee and refused to fix the car unless I shelled out more money. They stole over $2000 dollars from me and continued to try to get more cash from me.

  Business Response

  Date: 01/03/2024

  We are responding to the complaint filed on 12/26 /2023 by ****** *******.
  Ms. ******* purchased this vehicle from us 07/30/22. It was a used vehicle and when it was purchased Ms. ******* initialed that she understood that the original warranty was expired, that the dealer provided limited warranty was only good for 30 days or 1,000 miles and that nothing was promised or owed to her. She had the option to purchase additional warranty coverage, which she declined.
  
  Ms. ******* did not return with the vehicle until 02/04/2023, complaining about an issue with the liftgate not working properly. She stated that hatchback “only opened a little and closes by itself”. We repaired the vehicle to her satisfaction and gave her a discount on the repairs. Her portion of that repair was $2107.29.
  
  We next heard from her and her husband the 3rd week of December 2023. They called stating a different problem. They said the latch would not lock. This is not the same issue as the initial repair. We informed them that if this was related to our repair in Feb 2023, we would stand behind it. They refused to bring the vehicle in here for us to inspect it. The husband told us that we were going to look at it for free and we were going to fix it for free.
  
  We are not going to be threatened and will look at the vehicle with them paying the diagnostic fee. After inspection, a determination will be made as to if this is related to the first repair. If not, the customer will have the option to pay for further repairs or leave with the vehicle after paying our diagnostic fee.

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in behalf of my Dad, ************************. He is a senior citizen and purchased a 2017 Hyundai from Bob Davidson. He has a lifetime warranty and his check engine light keeps coming on. However, he says the dealership claims they don't cover electrical issues and he would have to wait until October to be seen about the problem. This is his only means of transportation and he cannot wait that long to get this issue resolved. He just needs them to help fix whatever is causing the check engine light to come on and he's having a hard time getting help.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/08/31) */ Mr. ***** does not have a lifetime warranty. He purchased a 36 month, 60,ooo mile warranty at time of sale in 2020.To our knowledge, he has not been in here since he had an oil change in May 2022. Our Service Manager, Chris is reaching out to Mr. ***** today to see how he can help him. I will follow up with the results of that conversation.