Complaints

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 Lincoln Aviator in October 2022. A few months after purchasing the vehicle, I started having problems with it. There were issues with the electrical and the lights. Since then there have been issues with the drive shaft. The repair shop told me that I had been sold a lemon, that the vehicle was a dealer buy-back and the warranty history on it was significant. Before I owned the vehicle, apparently there had already been countless repairs. None of this appeared in the ******. At this point, the vehicle is currently garaged and undriveable due to the drive shaft being so bent and beat up, the vehicle shakes uncontrollably. The part will not be ready for 30-days, so I am vehicle less. With that being said, Sneed Ford contacted me via telephone 6 months ago to check-in and ask if I was still loving my vehicle. I told them no and described everything that had gone wrong with the vehicle. I was told that they don’t like their customers to be unsatisfied and the sales girl who called me assured me she would address this with the owner and get back to me. It’s been over 6 months and they never got back to me. At the end of the day, Sneed Ford sold me a lemon and, because I purchased it when car prices were sky-high, I am now upside down on the loan vs. what it’s worth. So I can’t even get rid of it on my own without bending over and taking it. It only has 24,000 miles on it and, since I’ve owned it, has been in for repairs six times.

  

  Business response

  03/27/2024

  *** *****, appreciate your concerns here. 

  I did go back and pull all of our files on this vehicle.  It indeed was a Ford Reacquired Vehicle and there were many disclosures and information you signed as part of your car deal.  We sell 1000's of these each year, they are fairly common, generally are great savings and provide a brand new limited warranty at time of purchase.  We are always happy to work to trade back for any vehicle.  Keep in mind pricing of vehicle during covid was 20-40% higher than anytime ever previous.  That had nothing to do with any dealer, just simple supply and demand - we could not get cars.  This could of course put you in a negative equity situation as the market has calmed quite a bit since that time period.  Let me know what else I can do to assist.  My team has been attempting to contact you as we would like to resolve this and the 2 other reviews you put on the internet.

  **** *****

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

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

  Customer response

  04/05/2024

   
  Complaint: ********
  
  I am rejecting this response because you asserted that "there were many disclosures" made as part of my purchase of this Aviator. I can assure you that the extensive warranty history was not disclosed. I maintain my initial complaint wherein I defined this vehicle as a lemon - as it is. I was able to take this vehicle in last week to have the drive shaft replaced, as the part came in early. That said, the vehicle is still making noises, and I will have to return for another diagnostic appointment in two weeks, as I cannot do so next week. 

  
  Regarding the increased price that I paid for this Aviator due to COVID and supply/demand, I understand. However, I am asking for Dennis Sneed Ford to make an even trade with my vehicle for another Aviator with the same or similar features. Your response indicates that you would consider that, but only if I pay the difference in cost. I will not take out an additional loan or add to my current loan to facilitate this request, nor will I increase my monthly payment amount and line the pockets of your business. 
  
  Sincerely,
  
  ****** *****

  

  Business response

  04/08/2024

  All I can relay here is facts and information regarding your original purchase.  The original purchase was done correctly and all paperwork was completed in full.  

• Initial Complaint

  01/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We bought our 2017 GMC Acadia from Dennis Sneed on 10/21/2023. We have gone 78 days without receiving our title. Each time my husband or I have called in and talked to Tricia the title rep she has stated they expect to receive our title within a day or two. However it has taken numerous phone calls and emailing and we still have not received our title to license our vehicle. It is now considered illegal to drive our family vehicle. We have called on 12/5, 12/13, 12/26, 12/29. She stated she would email me a 5830 form on 12/13 to fill out this was never emailed to me until 12/29. We were given multiple reasons as to why we hadnt received our title from the start.. first being that the file was misplaced for the first 30 days. The second reasoning was that the previous owners miss placed the title and had to file for a duplicate and they should receive it in a day or two. The third reasoning being they sent it off and should have it within a day or two. The title was never received and was never mailed. On 12/29/23 they claim to have filed with the state and that it would be in our hands in 7 days. Today is 1/6/24 and we still havent been given any further updates. We bought our car before the holidays and therefor they cannot use the holidays as an excuse. We would like to have our title in hand asap and the sales and late fees paid by them for causing this burden and losing our trust.

  

  Business response

  01/08/2024

  Your background recap is essentially correct.  The former owner lied and never sent the title as promised.  We have had a duplicate title request out to the MO DOR for some time.  We continue to follow up with the DOR and expect to have the title in hand this week.  We will continue to update you on our progress as the DOR updates us.  

  Customer response

  01/12/2024

   
  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

  10/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order a center vent for my ford. They sent it to the wrong address, I sent them two emails asking them to correct it. They ignored the emails and the package was returned. They told me I have to pay another shipping and handling fee.

  

  Business response

  10/11/2022

  Mr. ******, as communicated to you prior, our online ordering system requires us to send to the address you input into the order.  I do not see any communication from you, however again, we cannot change the shipping address once the order is placed.  This is for your and our security and safety.  The proper process would have been you request a cancellation via the website where you placed the order.  We did not charge you for shipping twice, we charged you a 20% restocking fee per our terms and conditions on the website.  Please let me know if we can further resolve any issues. 

  Customer response

  10/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: I sent two independent emails trying to clarify the shipping address, which were ignored. Had it been reviewed and instructions provided I would have happily cancelled the order and resubmitted it. 

  Per your email: 

  "We could have cancelled the order and had you reorder with the proper address, then our system could verify that address."

   

  I'm requesting the 20% and the shipping be refunded. 

   

  **** ***** is also holding the 20% fee as hostage because of a negative review I added due to their lack of communication. 

   

  I am happy to provide all emails as evidence to every factual part of this response. 

  
  
  Regards,
  
  *********** ******

*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. ↩