ComplaintsforSuntrup Ford Inc

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is that I have been dealing with them for the past 3 months about getting my car fixed. It took them a month to talk to my warranty company. It took them a week and a half to tell me about my denial from my car warranty company. So today I have called and asked to speak to a manager of the service department, ****, and he was very rude. I had to call him 2 times and the first time he said he didn&#**;t want to speak to me. He told me I had to pay $200 to get my car repaired. I asked for his manager and he said I&#**;m the manager and hung up. After he hung up on me the second time, I called back and asked the receptionist who was over the whole service department and she told me ******, which was *****#**;s manager. I talked to ****** and once I talked to him, he began to explain that I owed them $3,000 in storage fees which I was never told about and my car had been sitting there since February 2024. I don&#**;t have any paperwork telling me about this. I was not told about $50 a day for my car sitting there. ****** called me and said I have until the end of day to pick up my vehicle or it will be towed for abandonment,I just want my car back.

  

  Business response

  05/30/2024

  *******, Your version of events is totally inaccurate.  You had your vehicle towed here on March 20th. Our advisor called you and explained your vehicle is out of warranty and we need authorization to diagnose the vehicle. You authorized us to diagnose the vehicle at $205.00.  We diagnosed the vehicle, and then you told us you had a ********* aftermarket warranty.  We called your aftermarket warranty and they had to send an adjuster out to our location which took weeks.  Once they came out they declined your warranty claim due to abuse.  You were then given an estimate to replace the engine, which you declined. Since then you have abandoned the vehicle here because you refuse to pay the $205 diagnostic charge.  Nobody said anything about $3000 storage fees. When you called today, you were told that you can come get your vehicle but $205 would need to be paid to release it. Lawfully there is a mechanics lean on your vehicle and needs to be paid to release it.  Once the $205 is paid you can have your vehicle towed out of here.  We did inform you that your vehicle has been here for almost 3 months and will need to be paid and removed immediately. If it is not removed asap, we will start charging $50 a day storage starting tomorrow, 5/31/24.  You were told this on the phone and now in writing.  Please come pay the $205 and you can remove your vehicle from our premises.  Thank you.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 3 F150's from Suntrup Ford Westport in 2014. At the time, Suntrup advertised a lifetime warranty and my salesman said Transmissions and Engine repair would be covered for life. Fast forward to April 2024, I still own one of these trucks which has ****** miles and we have been having transmission issues. I called Suntrup dealership and to my surprise they said yes your lifetime warranty does cover transmissions and to bring it up. After 10 years of owning this vehicle it was a nice surprise to have a business stand behind what they advertise. We dropped the truck off and after several weeks they confirmed it needed a transmission. ******, my service advisor, and the same person I spoke to initially that confirmed the truck would be covered under warranty and the person in charge of warranties, ***************, said they can't find my warranty paperwork and are unwilling to help because of that. Firstly, your sales associate said differently when I bought these. Your service advisor ****** whom I spoke to before bringing the truck up to you said different after I even gave her my VIN number. The reasoning behind not standing behind your marketing claim of a lifetime warranty was you cant find the warranty paperwork you as a business should have filed in your system regardless of how long its been. To add insult to injury, your service department then on top of all of this to my dismay wouldnt release the vehicle back to us without us paying a $400 diagnostic fee. I talked to your service manager *********************** and he was unwilling to waive the fee. How is that possible after everything considered? We went from a transmission warranty to paying for a diagnostic fee which we didnt agree to and even consider as a possibility. I didn't need your service department to tell me that the transmission was bad. I own 10 **** trucks and have been operating a business for 20 years. . I have never dealt with something like this at any dealer I have ever purchased a truck from

  

  Business response

  05/07/2024

  Dear **************,  Unfortunately, your version of events is entirely different as to what happened. Your vehicle was never offered or part of the lifetime powertrain protection plan. You bought your vehicle 10 years ago.  Our service advisors do not discuss warranties on the phone. Everything in service is recorded. She explained to you the diagnostic fee and you authorized ALL diagnostic charges. It was only after you called her back and heard our phone message about our lifetime warranty coverage that you asked about it and was told your vehicle was not part of it. *************** explained this to you as well. Then when you went to pick up the vehicle you told the service advisor that *************** was covering the diagnostic charges that you authorized, when in fact *************** never said that at all either.  Your vehicle was never part of the program.  The program we do have that was not available back then requires people to get every maintenance service at our dealership or its voided. Even if your vehicle was part of it, which it is not, it would have been voided due to never servicing it here, not once in 10 years.  We are not responsible for your vehicle repairs or going to refund money for diagnostics that you authorized before we did it.  We do wish you the best in getting your vehicle repaired.  Thank you.

  Customer response

  05/21/2024

  I would like the mail reopened because all our mail went to spam. 

  

  Business response

  05/21/2024

  Dear **************, 

  Unfortunately, your version of events is entirely different as to what happened. Your vehicle was never offered or part of the lifetime powertrain protection plan. You bought your vehicle 10 years ago.  Our service advisors do not discuss warranties on the phone. Everything in service is recorded. She explained to you the diagnostic fee and you authorized ALL diagnostic charges. It was only after you called her back and heard our phone message about our lifetime warranty coverage that you asked about it and was told your vehicle was not part of it. *************** explained this to you as well. Then when you went to pick up the vehicle you told the service advisor that *************** was covering the diagnostic charges that you authorized, when in fact *************** never said that at all either.  Your vehicle was never part of the program.  The program we do have that was not available back then requires people to get every maintenance service at our dealership or its voided. Even if your vehicle was part of it, which it is not, it would have been voided due to never servicing it here, not once in 10 years.  We are not responsible for your vehicle repairs or going to refund money for diagnostics that you authorized before we did it.  We do wish you the best in getting your vehicle repaired.  Thank you.

  Update: ************** has contacted ******************* not once, but twice, and was told the same as above both times. The vehicle is over 10 years old, absolutely no warranties on the vehicle. Customer is owed nothing, and this case is closed. Thank you.

  Customer response

  05/21/2024

  Suntrup Fords response to my complaint is a complete lie. Please provide your supporting documents or recording of where your advisor spoke to me about the diagnostic cost. The fact of the matter is it doesn't even make sense. Why would I pay 2 employees to drive a 10 year old truck with a bad transmission to a **** dealership that is 30 miles from our shop to pay them to diagnose a truck that I already know needs a transmission. I have several trucks and have owned them for 20 years. The only reason I brought this truck to Suntrup is 1. When I bought it they told me it had a lifetime transmission and engine warranty through their dealership and 2 (MORE IMPORTANTLY) They confirmed this and said to bring it to them . Otherwise, I would have fought them for the warranty before investing my employees time and money in bringing them the truck. I never once heard anything about a cost of a diagnostic fee until my employees called me when picking up the vehicle and saying Suntrup wouldnt release us the vehicle without us paying them $410. . Either both the dealership and the advisor are lieing or just the advisor. Either way, its terrible business and a awful way to treat a ******************* customer and a customer of their dealership that has bought 3 trucks over the last 10 years from them. 

  Customer response

  05/22/2024

  Complaint: 21676451
  
  I am rejecting this response because: I have requested the recording of the phone call you said you had or the signed diagnostic information. Neither exist that support your side of the events and that is why your unwilling to provide it. **** Corporate has made no determination yet besides the manufacturer warranty expired in 2019. This is clearly not about that. Its about your advertised dealership warranty and the $410 fraudulent diagnostic fee your charged us to get back our vehicle. 
  
  
  
  Sincerely,
  
  *********************

  Customer response

  05/22/2024

  Unfortunately I didnt keep the records for this long. If I had I would take them to court. My complaint is for the $410 diagnostic fee I had to pay. It was never discussed. My service advisor during the initial phone call said it would be under warranty if it was a transmission. Nothing about a cost to look at the vehicle. This is all detailed in my complaint. Im requesting the recording of the phone conversation or a signed diagnostic estimate cost. If they cant provide that, they should refund what I paid. 

  

  Business response

  05/23/2024

  Again, your vehicle was never part of the program, we never even offered it back then.  You authorized the diagnostic charges before the vehicle was looked at with the advisor. The advisor NEVER said anything to you about it being under warranty.  After your vehicle was already here and you were on hold waiting for the advisor, you heard our new advertisement about lifetime powertrain warranty, when she got on the phone you asked if your vehicle was part of it,  She told you she would check, and you were told it was not part of it.  Then you asked the finance manager and **** told you the same. You turned around and tried to get the advisor to let you go without paying saying that "**** was taking care of the charges" when in fact **** never did.  With our Powertrain warranty that we do offer (that was not available 10 years ago), the condition is that you have to get ALL maintenance services done by us or it voids the warranty. We have never seen your vehicle in 10 years, not even for an oil change.  We will not be refunding anything to you.

  

  Business response

  05/23/2024

  We are working on an amicable solution.  Thank you.  

  Customer response

  05/30/2024

  Complaint: 21676451
  
  I am rejecting this response because:
  

  I received my first phone call from Suntrup Ford last week from a hostile manager saying they are not going to do anything for me.  The refund that they saying they are going to give me is actually coming from **** Corporate for the service from this dealership.  The refund is coming from **** Corporate and the dealership rejected my complaint.  So the dealership is not offering me the refund.  The dealership is not taking any responsibility and has been not been cooperative.  I reject the dealership's response.
  
  
  Sincerely,
  
  *********************

  

  Business response

  05/30/2024

  Again, nobody was hostile to you at all and your version of events is not accurate or truthful.  We wish you the best.   Thank you 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased as new **** F-150 VIN *****************. I purchased a bed cover and floor mats that had to be ordered and installed at a later date. I returned to Suntrup, picked up floor mats and they had a 3rd party install the bed cover on site. Sales took me to the Suntrup maintenance bay when the vehicle was complete. They showed me a small scratch on the new cover and said they are ordering a new one and will install once it comes in. In April 2023, I came in for my first oil change and asked about the bed cover. *************************** in maintenance was very helpful trying to look it up but could not find history of the bed cover and noted they had changes in personnel. Months later, I eventually found a credit card receipt of the original transaction, but this did not help them track it down. I came back, talked to the sales manager. He quickly pushed me to service (although I believe sales dropped the ball on this). I talked with ******* and the Service Manager but all said they have no documentation of the cover. They wanted me to talk with the cover installer, but I never interacted with the cover company. I am frustrated that I've had to work this issue.

  

  Business response

  04/04/2024

  ******************* bought the vehicle almost two years ago. It has three tiny little nicks in the cover the size of pen tips. Although he shows us a very poor quality photo copy of a credit card statement, it was not a receipt,  we have no record of a cover being purchased from us and we went back and looked through all our credit card transactions (2 months before he bought vehicle and 2 months after he bought vehicle) and there was none. We checked with the 3rd party installer they the dealership exclusively uses and they have zero records of installing it. We checked his vehicle buyers order and there is no record or mention of a cover either. He could not produce anything showing a cover receipt. The first time the nicks were mentioned were almost a year after buying the truck and he was told the same thing.  
  We do not warranty 3rd party products. We dont make the covers, we dont install aftermarket covers directly and cannot warranty something he waited a year to complain and then again almost 2 years to complain.
  we recommended him to contact the cover manufacturer as they may have a warranty directly, but that would be his responsibility to contact them. He refused to contact the cover manufacturer even after we gave him the cover manufacturer phone number. 
  We will not be doing anything with this situation and still recommend customer to contact the manufacturer of his cover.  

  Customer response

  04/04/2024

  Complaint: 21527916
  
  I am rejecting this response because:
  Many of the responses are not accurate, I complained at my first oil change a few months after purchase. I assumed it was being worked until I came in for the first time.  Yes, it is over a long of dispute because I expected Suntrup to be working it.    In my future visits ******* said he can see my concern in history.   I kept trying to find more information (credit card receipt).
  

  The credit card receipt is legible with a clear date, however Suntrup cant produce the correlating  receipt.  This is odd to me.  I am happy to connect whatever questions we need to resolve with my credit card documentation provided.
  

  All this started when I picked up my vehicle from the Suntrup maintenance pickup and they pointed out the issue.  I said the damage was small in my complaint, but the Suntrup rep told me he was reordering.  At the time I was impressed because I might not have noticed the issue.
  
  *******************************

  

  Business response

  04/05/2024

  Unfortunately, we have no credit card transaction history with our accounting department at all.  Nothing in his vehicle purchase buyers order or paperwork has anything reflecting a cover being sold or installed. Customer did not have a receipt, he had a photocopy of a statement, not a receipt. Regardless, it's been almost 2 years and there is no way to warranty it or replace it. The spots are so tiny, (size of pen tips), nobody would even notice it. Also, it does not affect how the cover operates or functions. Tonneau covers a subjected to road debris, rain, hail, sun and weather related wear and tear as well. Normal use wears covers. We will not be issuing a refund or replacing a cover thats been in use for almost 2 years.  Thank you. 

  Customer response

  04/08/2024

  Complaint: 21527916
  
  I am rejecting this response because:
  Suntrup made a commitment to me, did not honor the commitment or keep record of the commitment and the primary argument is that it has been too long.  Its a long time because you did not resolve.

  It is hard to believe you have the date, amount and person for a transaction and cant look up the history.  I do not think you want to reconstruct the history.  Do we think this was some random purchase to Suntrup?  Can a 3rd party confirm you cant look this up?
  

  It is sad that you did not stand behind your words!  I guess that will be your reputation.

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

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 21 transit with ****** miles on 11/22/23. 11/24 we noticed the squeaking. We decided to try to get a video and figure out when the squeaking was happening so we could take it back to the dealer for service. The squeaking was intermittent. The van was driving normally with no engine lights on. On 12/7 we got a video and made an appointment for 12/14. They called that day saying the caliper had failed and destroyed the front brakes. We were told we were at fault and hit the brakes too hard to make this happen. They said it needed front brakes, rotors, caliper, brackets and a couple other related repairs. We asked about back brakes as there had been squeaking there too and they said the back brakes were good. They told us it was bought with no warranty so we were on our own. (We were told later even if we had a warranty this wouldnt have been covered) The lady in the service area told us shed already spoken to the used car manager and our sales rep before she called and they agreed it was our problem once we left the lot. We talked to the used sales manager and he checked the report from the service of the vehicle before it was sold.It said the brakes were fine when they sold it, so it was on us. The paper had items marked as checked that our vehicle didnt have and flaws our vehicle did have werent marked. Buying a van for $43,000 and being told everything is running smoothly should mean you arent paying $2100 3 weeks later for repairs. You shouldnt have to be a mechanic to check over before you buy from a dealer. It was a fight to get their diagnostic fee waived so we could take the van elsewhere to have a second opinion & repairs. When we left we drove it 38m to the mechanic. They said the front and back brakes were all bad. They had the mm left that Suntrup said but were rusted and gouged. Also the caliper that caused the front brakes ruin was functioning properly. We have driven over 500m since and the caliper is still functioning perfectly.

  

  Business response

  01/26/2024

  Dear *******************,

  You did buy a 21 **** Transit on 11/22/23 at ****** miles.  The van was not experiencing any issues when you bought it.  You also bought the van "AS IS with NO warranty".  You signed paperwork declining any extended warranties.  So you purchased the vehicle as is, and no warranty at all.   Almost a month later, and 1236 miles later you came back and had us look at the vehicle, which we found the one caliper not releasing all the way.  You declined repairs and refused to address the issue.  Issues with vehicles can arise at any time,  which is why extended warranties are offered.  When you buy something "as is", there is nothing more owed and no warranty expressed or implied.  Unfortunately we will not be reimbursing for any repairs you declined with us and had done somewhere else.   Sorry but we are not liable for any repairs.  If you have any more questions please talk to your salesman and/or used car manager.   

  Customer response

  01/30/2024

  Complaint: 21135132
  
  I am rejecting this response because:
  BBB
  
  The warranty is irrelevant, we were told by your employee that no warranty you offer would have covered this. After being told everything was good we took off on a trip the next day, trusting that information. We noticed the squeaking the morning after a 5 hour car ride (so 36 hours later and 350ish miles after purchasing the vehicle). Even if you choose not to believe that, we called in as soon as we got the intermittent squeaking to replicate on video so youd know what to look at. That was two weeks after we purchased it. Not almost a month. 
  We reported squeaking from both front and back and specifically asked about both once we were told the squeaking was due to the brakes. The service department told us the back brakes were good and the front were shot due to the caliper that was not releasing. We were unhappy with your lack of communication, response and prices. That coupled with the fact that the vehicle you told us was good started doing this a day and a half after we got it with no dragging or burning smell that typically go along with sticking calipers made us not trust your business and want a second opinion. We drove it straight from your business to the mechanic that fixed it and found all four brakes (not just the front two) to be rusted, gouged up and in terrible condition. And the caliper that we were told caused it all was in good working order so, not sticking. That means the repairs you told us needed done were false, with a false cause AND you were going to send us on our way over $2000 later WITH BAD BACK BRAKES. In a twelve passenger van, filled with our kids and our ****** kids, putting us in danger and everyone else on the road around us in danger.
  
  
  Sincerely,
  
  *****************************

  Customer response

  05/01/2024

  TR 05/01/2024 [ C ] This company denied any knowledge that they sold us a vehicle with bad brakes, I will speak to my husband and get back to the BBB on how we would like to proceed.

  TR 05/07/2024 [M]  Sent an email to the consumer requesting an update. [CR]  We would like to close this complaint and move on from it, the company would not take responsibility for selling us a defective vehicle that was unsafe to drive.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 10/9/2023 I went to suntrup ******** to get the works and new wiper blades. My total came out to $138 and some change. This is the SECOND time their mechanics didnt fully do their job. If my car was inspected, they wouldve found that I didnt have a back windshield wiper and exterior damage all around, my tire pressure was not checked, and my fluids were NOT topped off. I had to go to ******* and buy my own fluids and do it myself. The last time I went I used my rewards points so I wasnt worried about them not doing a full inspection, but I paid my own money this time. I called them to let them know their mistake the last time, I did not contact them this time. I refuse to go back. Also, my new windshield wipers are just as bad as my old ones, if they even changed it. Wouldnt be surprised if they didnt even change my oil.

  Customer response

  10/16/2023

  I got a notification that my oil life was low on 10/15/2023. On 10/9/23 my oil was supposed to be changed. 

  Customer response

  10/16/2023

  I got a notification that my oil life was low on 10/15/2023. On 10/9/23 my oil was supposed to be changed. 

  

  Business response

  11/06/2023

  Dear Zoria,

  I am sorry that you are not pleased with your last service visit.  We did provide the oil and filter change and we did install new front wiper blades.   If the fluid levels are within the correct range, we do not top off.   If the fluids were low, we would of charged extra for the fluids to top off.   Fluids and oils are very expensive these days.   The FREE courtesty multi-point inspection is a courtesy we do.   It is only certain things we check visually. (not the entire vehicle)   This is not an inspection to report accident damage or body damage.   If we missed your rear wiper missing, I apologize.   Unfortunately,  I cannot refund you back for a courtesy inspection that you were not charged for.    If you have an issue with your wiper blades, please stop by and let us check them for you.

  Please let us know if you want to stop by and have us check your wiper blades we installed.

  Customer response

  11/07/2023

  Complaint: 20716966
  
  I am rejecting this response because:
  
  I paid for THE WORKS, not just an oil change. Thank you for the useless response that did not help. I got everything taken care of and I am still waiting for my refund. Please lets not take this to court. Thank you! 
  
  Sincerely,
  
  *************************

  

  Business response

  11/08/2023

  Dear *****,  I am sorry for the confusion and misunderstanding.  This issue has been resolved today and we thank you for your patience and understanding!   We wish you the very best and happy upcoming holidays!

  Have a great day and thank you!

   

  Customer response

  11/08/2023

  The problem has been resolved. I was contacted by the site directly and we have worked out the confusion. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Ford F-150 in February of 2022 along with an extended warranty contract. In March of 2023 the truck began making a very distinct and loud noise. When I called Suntrup Ford I was informed by their service department that they could not even get the vehicle into their shop for at least another month. At that point I called the previous Ford dealership I have done business with for a long time. They were able to get me an appointment to drop it off on March 14, 2023. On March 13, 2023 I called and spoke with the GM **** *****. I was now going to have to pay a $200 deductible because I was getting the repairs done at another dealership. I explained to **** that what other choice did I have but to get it in somewhere because I reply on my vehicle for work and I also have two young children and could not jepordize their safety driving it for another at least another month. **** agreed to split the cost of the deductible for my inconvenience. When the work was completed he asked me to send him a copy of the receipt and the work done to the vehicle. I sent him that information and copies on April 4, 2023 at 11:44 AM. As of today I have not received a check for $100 or any type of response.

  

  Business response

  06/21/2023

  I apologize you have not received a check in the amount of $100.00.  I will make sure this check gets sent out to you immediately.

   

  Regards,

  **** *****

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this dealership in August of 2022. No less than a few days following the 60 day warranty agreement my check engine light appeared on the car. I took the car for a diagnostic test and was informed that there I needed an air mass flow replacement, and that this could be caused by air flow or other issues that could mean serious damage to the vehicle. I attempted to reach out to my dealer, **** ***** on several occasions via email and phone call and never received a return response. I was finally to speak with one of the **** *** who is one of the managers there and he notified me that I should take the car to a repair shop elsewhere other than their service center as I had no warranty with them. The entire encounter or lack thereof was very dismissive and offered no real assistance of value to me. Being that I purchased the vehicle less than 90 days ago I feel that they should offer some assistance on such a serious issue as a faulty engine.

  

  Business response

  10/19/2022

  We provide a 90 day or 3000 mile written warranty on the higher mileage vehicles we sell. We purchase this warranty from a company named CNA at no cost to the customer.  When this customer called I informed her that her warranty was good anywhere and that since it was a Volvo she should take it to a Volvo dealer.  We have not heard anything else from this customer since.

  Customer response

  10/20/2022

  Complaint: ********
  I am rejecting this response because:  I was informed by Tony Lee that my warranty was no longer active, and when I informed him that I had made an appointment with the service department for November he then stated, "Why are you bringing it here?  You should take it to a Volvo dealership."  He specifically told me that my warranty was no longer good, the exact opposite of what is in the response.
  
  Sincerely,
  
  ****** **** *****

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Ford transit from suntrup ford it drove 150 miles before catastrophic fuel failure and needs $9000 in fuel service repair I made it roughly a quarter tank through the complimentary tank of fuel they put in the vehicle and now they’re telling me it sucks to be me And the repairs are on me even after leading me to believe that I had a three month 3000 mile warranty as that’s what they advertise every vehicle sold at their lot having just not mine they are telling me it as is. Also some thing a notable this vehicle had a complete fuel system replacement 400 miles ago and they are telling me that due to the fact that I bought the vehicle the warranty is void and not transferable Absolutely ridiculous to spend $50,000 on a vehicle to then find out you need $9000 additional to even make it run The sales manager Tony told me that the dealership has protections when they buy vehicles if they find something seriously wrong they have the right to send it back when I questioned do I have those same protections he told me no the vehicle is yours

  

  Business response

  09/30/2022

  We sold this Transit to this customer on July 5th.  Due to the age, mileage, and type of vehicle it was not sold with any kind of warranty.  The customer complained that the air conditioning was not working properly pretty quickly.  Even though we sold it without warranty we repaired it at no cost as good faith.  We have been in touch with the customer and we thought we had a resolution worked out.  We offered to repair his vehicle at an internal rate rather than charging him retail. 

• Initial Complaint

  03/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Monday, March 7th I purchased a brand new 2022 Ford Bronco Sport, after finishing the paperwork and leaving with it I notice a huge gash in the finder of the vehicle not l even 30 minutes later. I brought it up and they refused to fix it.

  

  Business response

  03/11/2022

  To Whom It May Concern:

       Mr. ******* did in fact purchase a new 2022 Bronco Sport.  On March 7th he came in and took delivery of his vehicle.  Upon arriving he walked around the vehicle as anyone would and did not notice any damage before leaving with the vehicle.  He did come back within the hour and stated after going to a restaurant, he came outside and then noticed damage on the vehicle and told us that this damage must have happened while at the dealership and nobody noticed it.  We explained to him that would be impossible because of these reasons.

  1.  When a new vehicle arrives at the dealership, a designated employee and the transport driver must do a thorough inspection of the vehicle before it is released to us for the exact reason to make sure no damage has been done to the vehicle.

  2.  If for some reason in step 1 damage is missed, the vehicle is then sent to a mechanic to do a pre delivery inspection, which entails checking all fluids, checking tires, doing a full inspection of the entire vehicle inside and out.

  3.  After step 2, the vehicle is then sent to our clean up shop to do a full detail of the vehicle to prepare for customer delivery.  Again, any damage found would be brought to management attention.

  4.  Upon completion of the vehicle detail, the vehicle is then brought to the sales person, who again does a thorough walk around the vehicle to prepare for customer delivery.

  5. This is the step where the customer comes in and actually takes delivery of the vehicle, also looks over their new vehicle, and takes delivery.

  As you can see, this process is quite extensive, where if any damage was done to the vehicle with many people looking at the vehicle including said customer, damage would be spotted.  When Mr. ******* returned to the dealership, we explained to him this process.  We did offer to take the vehicle back, give him all of his money back as well.  Unfortunately, we will not be paying for the repair.  

  Customer response

  03/11/2022

  Complaint: ********
  
  I am rejecting this response because:
  I did not have the opportunity to inspect the vehicle as much as I'd like due to it raining and being extremely windy at the time.

  I have no way of verifying whether or not any employee had done a thorough enough inspection to have seen the damage as it is in a somewhat difficult to see spot on the vehicle which was noted by many of the employees after I had brought it back. I also have no way to verify if any employee is required to report damage or that they even would report the damage. 

  Regardless, I do not know or believe that any of the employees described here would be to inspect the bumper for damage. Unfortunately I can't go point by point and describe why each of these people may not have seen the damage but as an example I can tell you that the porter who was supposed to detail the car did a poor job, leaving streaks, sticker residue, and not doing small things like placing floor mat covers in the vehicle which is common practice with any new vehicle. How thorough is the inspection if things this obvious are missed. 

  It was also offered to have 50% of the cost of repair be covered which was also parroted to me by another Ford representative and a family member who contacted the General Manager as well. Attached you will find photos of the location of the damage, which will hopefully make clear how hard it is to spot, especially in passing.

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

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov. 18th, I took my Ford 150 into Suntrup Ford for an engine knock. After waiting in the service area for over 30 minutes before someone decided to help me. Eventhough there were four service advisors in the service  area.  Two young lady just sitting behind desk in the service area talking to each other. After waiting  until I was helped I informed the service advisor I have appointment. After ****** taking my name and phone number. I explained to the service advisor about the knock noise I was hearing. I was asked if I could leave my vehicle so they could determine where the noise was come from. Also, I informed the service advisor of my extended warranty and later the same day texted ****** a copy. On Nov. 19th I return to the dealership to retrieve my employment badge and ID. I told a person behind the desk, I needed to get something from my automobile. He when to a computer and asked me my name. He could not find my name in his computer. The service advisor that took my information over heard us and started looking through his page work. He informed the person helping me the service tag number that had my key attached. After looking for over 20 minutes the tag that have my key attached. Service advisor realized he still have the key under the mountain of paperwork on his desk, and my vehicle was listed under someone else name. After not receiving a call from the Suntrup Ford concerning my truck repair On Nov. 24th I returned to the dealership again after waiting until ****** the service advisor that took my information the 1st time was available, I asked him if he have any information concerning my repair. His reply was, “I was just ready to call you but couldn’t find my number”. Come to find out my vehicle was still listed under someone else name. After finding my key under all his paperwork he informed me. they had contact Ford Motor and that it was  common sound ****** stated "Ford said the sound is like a sewing machine. I informed ****** that is not the sound I am referring to. So I asked if I could took a mechanic out to my vehicle, so they could listen to my truck run. Several mechanic when out with me, after listen to my truck run. They agreed they heard the knock sound but did not know where the sound was coming from. They asked if I could leave it at the dealership a little longer, so they could put engine ears on the motor and to ask a Ford specialist to come out and listen as well. I agree to leave it the dealership longer. After leaving again on Nov. 23, and not receiving any inform from Suntrup, I call Suntrup Ford service department on Dec. 3rd. I spoke with ****** again. ****** stated the noise is call Piston Slap. ****** asked if I had a extended warrranty. I informed ****** I had texted him a copy of my extended warrranty. ****** informed he would call my warranty company and asked him to send someone out  After not hearing anything from Suntrup on Wednesday, November 8, I phoned Suntrup service department and asked to speak with ****** the same service advisor who had helped me several times before. ****** was not at his desk, so I left a message from him to return my call. Later after not receiving a return call, I called back to the service department for ******. ****** informed me, he had  called my extended warranty company, but they had not returned his call. I informed ****** I was going to call my warranty company. Also, I asked ****** what was the date he did call my warranty company.  He replied yesterday or the day before. I told ****** I was going to call them. After hanging up with ******. Five or ten minutes later ****** called me and informed me he had just got out the phone with my warranty company. ****** also informed me the warranty company will pay for the repairs, but I have to return to where I make my truck purchase. I was change 100 dollars. For almost 20 days no work was performed on my vehicle and if I had not called Suntrup I believe my truck would have been given to someone else. Some of the poorest customer service I have ever experienced.

  

  Business response

  12/10/2021

       At Suntrup Ford, we try to make sure everyone is completely satisfied. I completely understand your frustration, and apologize you were charged 100 dollars.  We will be sending you a check for 100.00 for the aggravation you encountered.  Please do not hesitate to contact me if you have any further concerns.

   

  **** *****

  General Manager

  Suntrup Ford

  Customer response

  12/15/2021

  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,
  
  ******* ******

*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. ↩