ComplaintsforCorwin Ford

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/27 I put a depot a vehicle. I decided I did not want the vehicle anymore. First the salesman tried to say that deposits are non refundable. Once mentioned to him nothing was signed stating that he has hed have a manager get back to me. 2-3 days later the manager says they would issue a refund. Its been 14 days now, I havent received a refund. Ive called the dealership twice and left my contact information and nobody has called me.

  

  Business response

  09/12/2024

  The refund to the credit card was issued 09/11/24. Please see the attached credit card transaction. 

  It does take up to 14 days from the date of credit issuance to appear on the customer's account.

   

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2/13/2024 Corwin Ford sold me a used 2023 KIA **** that I believe they must have known was damaged and poorly repaired but did not inform me. This damage cost me $927.13 3/24/2024 On a trip the car made a rattling sound. I found obvious old poorly repaired damage. It was obvious the car had been in a previous accident. I concluded something that was poorly repaired had broken loose. When I texted our sales person, he said since it was unprofessionally repaired it was not reported to ******. He offered no concern for Corwins responsibility for selling us a car with undisclosed damaged or help in getting the car repaired. When I asked about their intake process, to find out if it was inspected, he stopped responding to me. He never checked back to see what happened with the damage. I bought parts at *** and had them install them. I did not trust Corwin to fix the car after seeing a ziptie holding the bumper together and rough reformed plastic where a hole had been punched in the bumper.I am upset with Corwin for selling us a damaged car. But I am more upset that my son learned he cant trust a dealership to properly inform him of the cars condition. I was trying to teach him buying from a private seller is a bad idea because no one regulates private car sales. Going to a dealer is supposed to be better because they are required to inform buyers of known damage/repairs. If they inspected it they must have known about the damage.Cost:Scissors, duct tape, hotel $164.92 Parts $499.64 Installation $262.57 After having my message ignored by Corwin Ford, I have no expectation that they care about the extra money and inconvenience they caused us. I have little expectation of getting my $927.13 back but believe they owe it to **** also want to inform others of the lack of professional inspection and/or disclosure I experienced at Corwin Ford and drawn attention to the need to have any car purchased from them inspected by an outside mechanic.

  

  Business response

  07/02/2024

  The Sales Manager *************************** spoke with ************* around the 18th of June and agreed to refund the 927.13.

  A check request was handed into the office on June 19th, the same day that CDK fell under a ********************* attack leaving us without software to run the store. We could not cut checks because they are all electronic and our corporate does not want us using counter checks.

  CDK came back up 07/01/2024. We are in the process of manually entering in all our June business into the software. We expect to be done with this my Tuesday the 9th of July. At that point we will start writing checks and we will issue ************* at that time. 

   

  Customer response

  07/03/2024

  Complaint: 21858818
  
  I am rejecting this response because: I have not received payment. Also, **** got angry at me for wanting to know how I was sold a car with a zip tie holding it together and how it would be prevented from happening again. I also was not informed of this delay in sending my check until I read it in their BBB response. **** has my number and knew I was expecting a check but didnt bother to tell me it would be delayed, not even with a quick text. I still doubt I will actually receive the reimbursement. I will not accept their response until I do.
  
  Sincerely,
  
  *************************

  Customer response

  07/11/2024

  I did not receive the check from Corwin Ford today.

  I was told to let you know if I didnt.

  
  

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

  Complaint # ********

  
  

  Customer response

  07/15/2024

  I was told you would reopen my complaint if I did not receive my refund by July 9th. I have not received my refund as of today July 15th.

  
  

  I originally complained to **** 16 weeks ago. 

  They did not offer me a refund until June 18^th after I complained to you. 

  Now that you closed my complaint they don't seem concerned about completing their promise of payment.

  Will you please reopen my complaint?

  
  

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

  Complaint # ********

  

  Business response

  07/15/2024

  Due to the *** issues we has to force all or June business in o the software to close the month and that took longer than anticipated.

  Check number ****** was cut late on the 12th when we finished June financials in the amount of ******. Acquired the second signature today and will be in the mail no later than tomorrow.

  Customer response

  07/20/2024

  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. I received reimbursement on July 18, 2024.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership knew I was sick and needed to get a car ASAP, so they lied to me about the dealer add ons and just overall took advantage. I was obviously sick, which I thought was stress, turned out to be Covid. They later added dealer addons that I was told were added to all their vehicles. At no point was I told they were optional. I have a text message exchange with the sales person later that day, confirming they were not optional attached. Of course turns out they were optional. They took advantage of me being sick and stressed proof attached. I'd like them to refund my deposit.

  

  Business response

  05/30/2024

  I spoke with the sales manager regarding ********************* complaint. My understanding is the customer did not take delivery of the unit. The sale has been rescinded and her $1,000 deposit has been refunded to her credit card.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my F-150 **** Truck into Corwin Ford shop on 03/09/2024 for mechanical issues. I was made aware that there was phaser issues with the truck. My warranty covered some of the phasers and labor. The warranty covered $3,843.64 of the cost. I paid out of pocket $704.16 for the parts and labor. Upon picking the truck up at noon on 04/10/2024 a loud clanking sound was coming from the motor. Corwin Fords associate ******** then said that the motor just started having issues and Corwin Ford wants to charge me and my warranty even more to replace the motor. It has been a month since Corwin Ford took my truck and there were no previous motor issues with my truck prior to taking it to Corwin Ford. I have read several reviews on Yelp of Corwin Ford doing the same thing to other people and causing more mechanical issues to try to get more money.

  

  Business response

  04/11/2024

  I spoke with the Service Manager at Corwin Ford Springfield and this was his response;

   

  "The vehicle came to us in non-running condition.It required new cam phasers to be able to start the engine. After the engine would start and run we discovered the engine had a knock internally."

   

  Customer response

  04/12/2024

  Complaint: 21556975
  
  I am rejecting this response because:
  
  I have the inspection video where the service tech stated he started the vehicle and that the clatter was the cam phasers. Nothing was said about any knocking of the motor. Funds were paid from my warranty company and myself to repair the vehicle. The vehicles condition has deteriorated in Corwin Fords possession.
  
  Sincerely,
  
  *************************

  

  Business response

  04/15/2024

  I spoke with the service advisor:

  "The vehicle has never been here before and the only reason it was here in the first place was because the truck left the customer stranded in our parking lot. We had to push the vehicle into the shop to even perform diagnosis and that's when we acknowledged the phaser/timing component failure. We had no way of knowing the actual damage of the engine until we had the truck running so the phasers and timing components might as well have been a first step.
  
  I have been in contact with his extended warranty and they are wanting us to tear the engine back down to failure since we are now recommending long block replacement due to an internal knock coming from the bottom of the motor."

  Corwin would tear down if the customer agrees to pay the labor for the tear down in the event the extended warranty does not cover the tear down.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Corwin Dodge/Ford ***********, **, ran three hard inquiries, in one day, on my credit without my permission.This initially occurred in 2022. The reason for the delay is through my frequent contacts with Corwin, they assured me these would drop off any day now. They have not. On Oct. 10th, 2022, my daughter, *****************************, went to Corwin to buy a car.Her credit did not clear. Corwin sales called me at home, with ******** approval, and asked if I would co-sign. I initially said no, that I was actively working on lowering my credit. ******** said, it shouldnt be too bad of a hit.I specifically stated to the salesman, I want the slightest hit on my credit as possible, and only once. My credit score wasnt good enough either. A few weeks pass. I use Credit Karma frequently. I saw my score had dropped 40+ points! I immediately called Corwin. Talked to the salesman. He said he didnt know anything about the financing. i reminded him that I only wanted one inquiry . The salesman said, well, we were trying everything we could to get her in a car. He also said the hits will drop off in a few months. They didnt. I called back. Talked to salesman again. He said he remembered and that it may take a year. October 2023 I called the ** at the *********** location. He said he would check into it. To date I still have 3 unapproved hits on my credit from a variety of lenders that Corwin initiated. Im also pretty sure its illegal as well. I have built my credit back a bit, but I need Corwin to contact all three credit bureaus and re-send those requests. I know it has cost me hundreds of dollars in other debt interests.I attached contact info for the loan inquiries I did not approve.

  

  Business response

  03/29/2024

  Customer filled out an online credit application giving Corwin permission to pull his credit as a ********** We use 700 credit to pull credit bureaus. Based off that information, we submit to banks to approve the suggested loan. Sometimes the banks themselves will pull another their way, that *** be a little more detailed than what we can pull. We cannot control this. This process is the same for all Corwin customers.

  I would also like to point out that according to Experian and Forbes, hard inquiries will only stay on a credit report for a total of 24 months and then drop off on their own. The hard inquiries also only affect a credit score for the initial 12 months after the credit was pulled. This means that the inquiry is no longer affecting the customer score and will fall off the reports Oct/Nov this year.

  From Experian.com, "Not all hard inquiries impact credit scores. When you're rate shopping for an auto loan or mortgage, you *** have several hard inquiries, as lenders check your credit to determine what terms and rate to offer. As long as you apply for the loans within a 14-day period (or sometimes slightly longer), credit scoring models will consider them as one inquiry. For most people, that one extra hard inquiry *** drop your credit score by just a few points temporarily, but new lenders likely aren't going to decline your application for credit just because you have hard inquiries on your credit report. While hard inquiries take two years to fall off your credit report, typically their impact to credit scores lasts just a few months."

  We commend the customer for being so mindful of his credit score and actively working to improve it.

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

   

  Customer response

  04/02/2024

  Complaint: 21499822
  
  I am rejecting this response because:
  Your explanation of what typically happens and what Experian said.  I know what has actually happened to me!  I would like to see the online application you said I completed.  Financial law states you cannot run credit check without my expressed permission.  You did NOT have my permission to run 3 of the 4 hard inquiries you ran.  And it HAS greatly negatively affected my credit score, no matter what is typical as you state.  Please contact Experian and correct your error.  Is your hesitation to right this situation is that you would have to report your error to regulatory agencies?
  
  
  Sincerely,
  
  *************************

  

  Business response

  04/09/2024

  To protect the customer, credit applications themselves are not kept on file with the company we use to pull credit reports for more that 30 days so we cannot pull the actual credit application.

  I have included a screen shot from our system showing ****************** did submit a credit application online.

  Corwin still stands by the fact that we ran his credit once. The banks needed more detail, and they have the authority when a credit application is submitted to pull further information. I am sorry that the customer will not accept the facts, even from the Experian (a credit bureau) that inquiries within 14 days for an auto purchase, even from multiple sources, only count as one hit when scoring his credit. (They do this because the credit bureaus know that it will get submitted to multiple banks to try to get the customer a loan) and that it may affect the credit score for 1 year but be visible for two years. We have presented facts directly from a credit bureau regarding this but cannot force the customer to accept the facts.

  Since the customer did provide consent to run his credit at the time they were trying to purchase, and we cannot remove the bank inquiries only our inquiry, Corwin will not be moving forward with the request.

   

  Customer response

  04/11/2024

  I found the content of their response is their policy, but the credit requests were not conducted by the policy of requesting groups of five as in five or nothing.  The salesman told me, we just keep calling finance companies until we get a hit (approval) or its obvious the customer is not going to qualify.  I specifically told them one.

  Im just one person, but Ill continue to share my experience with everyone I know.  Thank you.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle to this location for a bumper to bumper check. After these services were done, my alarm was no longer working. They have denied responsibility. At this point I have suspicions that the bumper to bumper check even happened.

  

  Business response

  03/27/2024

  The service manager, *****************, has meet in person with ****************. 

  This is what he told me, ". His truck doesnt have a light on the dash that indicates an alarm. It has never had one nor was it equipped with one from the factory. We have shown him same make/model for comparison. We have printed off a build sheet for his truck that has no indication of a light. Nowhere in his owners manual does it mention an alarm light on the dash. At this point I cant fix something that never existed"

  Corwin would be happy to assist but there is not anything we can do to fix something that cannot be broken because it does not exist on that model of vehicle.

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used truck from them in October 2023 and less than a month later I am having to jump it every morning. After reading multiple reviews this seems to be a common occurrence so I asked the salesman if they check the batteries and he assured me the service department does check the batteries prior to sale so that is leading me to believe they are selling vehicles knowing there are issues and not disclosing to buyers or fixing them. When I called the service department they laughed so I called the salesman but all he knows is a battery is not covered under any of the insurances I bought.

  

  Business response

  11/28/2023

  The customer is taking it to CDS for repair. We have provided Dodge with new batteries to install. ************************* is calling the customer to schedule and will have the vehicle inspected for anything else that might be keeping it from starting. The customer has an Auto Extend plus service contract with a $100 deduct that should take care of anything further.
  
  *****************
  Service Director
  Corwin Ford of ***********

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 2, 2023, I went to Corwin Ford of Springfield to purchase a used 2021 Jeep Gladiator using my 2020 Jeep Wrangler as a trade in. Prior to making the deal, I looked up the value of my Wrangler, called to get the payoff on the loan, and ran the numbers so that I knew roughly what my payment would be. I went to the dealership where I made the deal but the numbers they were coming back with were about 150 – 200 more a month than what I was planning for. I thought that maybe this was due to increased rates and dealer fees so I didn’t think that much of it. After the deal was made, I was looking back through the paper work where I found that they added things in here that I never agreed to. These additional services included a service contract for $3986.00, GAP insurance for $1195.00, and a ******* (whatever that is) for $299.00. Once I found this extra stuff, I called the dealership to cancel this where I had to play phone tag for two days. The first call that I missed was during work so I couldn’t answer my phone. I called back and never got a return phone call. The next day, I continued to call back and was told that they were in meetings or busy. I ended up just going to the dealership after I got off work to cancel this where they had me sign a form and took an odometer statement. My main concern here is that, from the beginning of the deal, they were adding all of this extra stuff in without my consent. Whenever I signed my paper work, they didn’t even go through any of this with me, they just had me sign everything and seemed like they were pushing me out of the office. Here I am, a month later, stuck with this loan that I am still paying interest on $5480.00 for services that I didn’t know I were getting, nor did I agree to, I just signed what ever they were telling me I needed to sign. I can honestly say that this is the worst experience I have had when purchasing a vehicle and will not be using Corwin again in the future

  

  Business response

  09/20/2023

  Attached are copies of the customer signed buyers order and contract each itemizing the purchased policies as well as the signed contracts for the polices the customer states he did not know he purchased.

  Corwin is sorry he feels there were deceptive practices. Corwin retail over 230 units a month without this accusation. Since the customer claims he did not want them we have cancelled the service contract and the gap policy at his request. Jim Moran and Associates will be mailing the cancellation directly to the bank he financed the purchase with. Though the datadot contract is not cancellable I have asked the sales manager to make a check request so we can refund the 299 to the customer.

  I want to express that these cancellations mean the customer no longer will have an extended warranty or gap coverage per his request.

   

  Customer response

  09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  08/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2019 f150 in August of 2019, I also purchased an extended warranty that I was told by the salesman I needed and it could be used Nationwide at any **** dealer if there was an issue after the manufacturers warranty expired. However after taking my truck to bill ***** **** in Bolivar mo on August 4th to have a check engine light on for a exhaust pressure sensor to be replaced, they told me the warranty I bought is not covered by ****. It is a corwin owned warranty company. I feel I should be refunded my purchase of the warranty cost, (1800) and they need to not misrepresent the sales of this warranty. I was also told by the salesman that when I purchase the warranty, it comes with 4 free oil changes and when I bring the truck in for oil change I would be moved to the to of the list and not have to wait. That is a lie. I went the first time and waited 2 hours, the second time they could not get me in for 2 days. So I didn't go back.. they call this warranty for protect plan and the manufacturer calls it **** protect extended service plan. They are misleading all of their buyers

  

  Business response

  09/15/2023

  This response is provided by ****** ***** one of Corwin Finance Managers:

  Corwin Ford is not misleading anybody. The service contract purchased was through ******** Warranty Services / **** and is in fact accepted Nationwide at any ASE certified service facility, including any Ford dealership. ******** would be the who the coverage is through, not Ford Motor Company. Any ASE certified repair facility can file a claim with ********, much in the same process as filing a warranty claim as if it was still under Ford factory warranty. Corwin does not own the company; it is a company that we are partnered with in all Corwin owned dealerships nationwide. If **** ***** Ford chose not to file a claim with ********, that is a lack of effort on their part to help a customer. That said, the brochure that would have been provided to the customer at the time of purchase clearly lists the exhaust system as one of the excluded systems from coverage. It does appear that the customer opted to include 4 oil changes and tire rotations with the service contract. As for the being moved to the top of the list for oil changes; there is nothing documented in the deal that states that would be the case and I can't speak for what the circumstances were in the service department when the customer was here. The oil change package has expired by time but there may be mechanical coverage still in place through the ******** service contract, depending on the current mileage. If the customer would like, they can cancel the remainder of the mechanical coverage service contract and receive a prorated refund that would go back to the lienholder or to the customer directly if the lien has been satisfied. Thank you for your time. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a truck from Corwin Ford June 3rd 2023. After signing the paperwork, I was told the truck would not be ready due to the dealership needing to fix the exhaust, which I had no issue with. After working on the vehicle for 2 days the exhaust was “fixed”, then the truck had to go to dodge to get some other repairs done. I picked the truck up Saturday, June 17th 2023 and the exhaust is not fixed. The dealership used exhaust couplers and some sort of gasket maker to “repair” the truck and now there is an exhaust like when the truck is running

  

  Business response

  07/11/2023

  The Used Vehicle department manager, ***** ****** informed me he has been in contact with the customer. We have offered to refund the customer if they get fixed elsewhere since it is an inconvenience to come back to Corwin. Corwin is waiting for a copy of the paid invoice to issue a refund.

*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. ↩