ComplaintsforLaura Ford of Sullivan, LLC

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2023 **** escape from them on May 18, 2024. I honestly was looking at the bronco sports or even ************************* at the time. However I noticed this specific escape had really good gas mileage and it still had a hitch. I was currently driving a 2011 Tahoe and I was told it was having problems. After purchasing the car I started to head home and I had messaged my salesman about the mpg ( averaging 26) compared to the ***** stated on there listing. I drive a lot (26k miles a year) and really the main reason I got it this specific car was due to the mpg. He told me Our marketing *****. So i got in touch with the general manager of the auto group and he said hed use it as a learning curve after telling him thats not good enough he said he would help me get in a maverick but would use it as a trade tagging on a few extra thousand dollars to the next car. I left a 2 star review and they blocked my account from seeing the page ( inevitably removing my review). I just wished there was an actual effort to put towards me in something I which was properly listed after the inaccuracies in their online listing. I told them it was misrepresented and they said it said on their page we are just humans with computers There was more issues but this was my biggest concern. Sad thing is I have heard a lot of good things but it was definitely not a good experience.

  Business response

  07/18/2024

  ************ came to the dealership and worked with a salesperson. While there, he test drove several different vehicles and chose this one in particular. We went through the process of presenting, financing and delivering the vehicle that he chose. After the purchase, ***** called his salesperson and pointed out that the mpg mileage estimate was wrong on our website. We explained that the window sticker (attached) is the best way to verify as we are people working with multiple systems and feeds in order to maintain multiple websites and mistakes do happen. This is disclosed clearly on our website as well as the fact that *** estimates are solely that, estimates (attached). 

  I reached out to ************ after receiving a survey from **** and finding he was dissatisfied. We spoke one May 28th 2024. He purchased the vehicle on May 17th 2024. At the time, I explained everything above and verified that he looked at several different vehicles and that he personally chose this one on our lot. He pointed out that the *** estimate was wrong and sent pictures. We ended the conversation with me letting him know to save my number and reach out if he needed help in the future. 

  ************ reached out on June 17th 2024 to inquire about trading the vehicle in on a used Maverick that we had at the dealership. I explained the process and had my salesperson reach out to him with purchase options and numbers. ************ wanted us to buy his vehicle back for the full amount after a month of driving and 3000 additional miles on the vehicle. He became combative with the salesperson when it was explained that was not possible. 

  ************ most recently text me on July 15th 2024 that he bought a maintenance package and was being told at another dealership that there was nothing in the system. I explained that he bought an extended service contract and not a maintenance package. He then stated that we blocked his account from seeing ********************** **** and that "the gloves are off and (he) was dragging this whole ****** through the dirt. Make this right you have one week." 

  We have contacted our website provider since I received the original notification and it has been explained that the *** estimate is a direct feed from the original equipment manufacturer and not anything on our end. I have contacted our **** representative and he is working to get it corrected.

  Customer response

  07/18/2024

  Complaint: 22006490
  
  I am rejecting this response because:
  
  Regarding your comment above, you stated I drove multiple vehicles that day. When I did not. Pull cctv and you can see the only vehicle I drove and was interested in was the 2023 **** escape with ***** mpg. Regardless of what anyone thinks you posted the wrong information on your listing and I had no reason to not trust it. The vehicle was misrepresented. Like I said I would not have purchased the vehicle knowing the information listed was incorrect. 
  
  Sincerely,
  
  *******************

  Business response

  07/18/2024

  No further comment in regards to this matter.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2020 Ram online from Laura ***** The salesperson described the vehicle as "pristine" and with "good" tires. He even went as far as making up a bogus story about the previous owner and how they "babied" the vehicle. With living 14 hrs away, I had to trust the salesperson. I asked the salesperson to send pictures of any flaws or scratches, he sent pictures intentionally hiding the flaws. I had the vehicle shipped to me and immediately noticed scratches all over the truck like it had been driven on an overgrown logging road, a large gash in the left bedside all the way to the metal and rusting, and more large scratches all the way into paint on the left rear door. The tires were worn unable to pass inspection, and had multiple mechanical issues including a large fuel leak. The sales manager initially offered to have the scratched repaired and after taking time off work to obtain multiple estimates as requested, that offer was retracted and I was told "tough luck". I would like a refund in the amount of the estimate to repair the damages as agreed upon. $3220.92.

  Business response

  05/06/2024

  **************** purchased a 2020 Ram 2500 with ***** miles on the odometer from us on 3/22/2024. Prior to the sale, there was communication between the sales person and **************** about the vehicle condition. The sales person mentioned several scratches and proceeded to send **************** eight pictures from various angles around the truck. The sales person even included pictures showing quite a few scratches inside the bed and then several pictures around the truck which shows that he was not purposely trying to hide anything. He verbally explained the condition of the vehicle and sent pictures that customer accepted. 
  The customer accepted delivery of the truck and signed a bill of lading showing no concerns at time of shipping delivery. He then reached out to the dealership to complain about the scratches on the drivers side rear door and a scratch on the bed side. Our sales manager, in an effort to help the customer and provide the best experience we could, offered to help the customer monetarily for minor paint repairs. We asked for bids for repair of the scratches and were sent bids for painting the entire side of the vehicle. We felt that this was excessive for the repairs that were discussed.
  Mechanically, the truck was inspected by a trained CDJR technician and a large fuel leak would have been spotted and fixed. It also passed a state safety inspection which it would not have been possible with bad tires. This vehicle was sent out mechanically sound and safe. 
   After receiving the bids, we offered to cover $1500 dollars of the repair or to unwind the entire deal and ship it back to our dealership at no cost to the customer. The customer declined both options and stated that we was going to get a lawyer. We explained that it was a used vehicle and that we were under no obligation to do anything but were trying to offer help in order to maintain a good customer experience. Again, the customer declined both options.
  
  

  Customer response

  05/11/2024

  Complaint: 21665858
  
  I am rejecting this response because:
  
  The sales person did not truthfully describe the vehicle condition. He mentioned some minor surface scratches normal for a used vehicle, not deep scratches through paint and into metal. The pictures that the sales person sent did not show any exterior scratches aside from the inside of the bed. After taking delivery of the vehicle and voicing my displeasure with the way the vehicle was described and represented, the sales manager agreed that the pictures the sales person sent were very low quality and did not show the large scratches on the left side of the vehicle. 

  I signed the bill of lading because the delivery driver was able to prove that the scratches were present prior to pickup at the dealer. The driver had pictures of the vehicle which showed the large scratches proving that the damage was not done during transportation. 

  I went to three different body repair facilities requesting quotes to repair the large scratch in the bedside and driver rear door. All three presented very similar quotes to repair and repaint left bedside and both driver side doors. I encouraged the sales manager to reach out to the body repair facilities with any questions in regard to the quoted repairs to indicate that I was not hiding anything or trying to take advantage. 

  I declined the $1500 as it was less than half of the repair that the sales manager originally offered to cover, I also declined the offer to "unwind the deal" as I had already had the fuel leak repaired, a faulty thermostat replaced, two worn tires replaced, an alignment performed, and an inoperative passenger window switch replaced. 

  I am fully aware that the vehicle is used and with that comes some wear and tear, however, the vehicle was misrepresented by the sales person and I made a purchase based on that representation. I simply ask that the dealership make this right and stand by their original offer to repair the large scratches that were not made known to me. 

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

  Business response

  05/16/2024

  **************** signed off for delivery of a used vehicle with the condition it was in.

  We tried to help him with an offer of $1500 which should be more than adequate to cover repairs on two scratches. We never agreed to repaint an entire bedside or repaint two doors. The sales person did verbally communicate that there were scratches on the used 2020 Ram HD that **************** purchased. I have attached a picture from **************** showing the scratches on drivers side. We do not feel that the repair for those scratches would amount to $3500+.

  The vehicle was sent out with safety and emissions tests completed which means the tires would have passed safety compliance. 

  The vehicle was sold as a used vehicle and not represented to be in perfect condition.

   

  Customer response

  05/18/2024

  Complaint: 21665858
  
  I am rejecting this response because:
  
  I signed the driver's bill of lading stating that the vehicle was delivered in the same condition that it was picked up. 

  Laura **** initially offered to fix the scratches in the driver rear door(previously attached) and left bedside(attached). Part of repairing a deep scratch is repainting the panel that the scratch is on. Once again, the sales person did verbally communicate some surface scratches, not what the vehicle arrived with. Attached is the only photo of the left side of the vehicle that the sales person sent. It in no way shows the deep scratches. 

  Also attached is a photo of the right front tire showing the tread worn down to the wear indicator bars. Not only are they not able to pass safety inspection, they are not at least 50% as described by the sales person. 

  Once again, the vehicle was represented as being in much better condition than what was delivered.
  
  Sincerely,
  
  ***************************

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