Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am submitting a formal complaint regarding Cloninger Ford Salisbury due to significant issues encountered during the purchase of a 2024 **** F150 in May 2024. Despite spending an entire day negotiating the sale and providing all required documentation, including both my wifes and my drivers licenses, the dealership failed to properly handle the registration ********** the weeks following the purchase, my wife received multiple requests for her drivers license, which we had already provided. We complied and sent copies several times, yet Cloninger Ford still failed to complete the vehicles registration. After months of no communication or resolution from the dealership, we contacted the ******************, which confirmed that the responsibility for the delay rested with ****, not us.We sought legal counsel and informed them of our intent to return the vehicle due to their breach of contract. Suddenly, after five months of inaction, the registration issue was resolved within a day. This abrupt resolution following such a prolonged delay raises serious concerns about the professionalism and integrity of the dealership.Following this, the dealerships manager made an offer to review the vehicle and possibly buy it back. However, the terms proposed would have put us in further financial debt and increased our monthly payments. We found this unacceptable, as the dealerships mismanagement of the registration process should not result in further financial burdens for us.We feel that we were treated unfairly, possibly due to assumptions about our age or our willingness to pursue legal recourse. This situation has left us extremely dissatisfied, and after three frustrating experiences with ****, we have no intention of doing business with the company again. I am filing this complaint with the BBB to seek a fair and prompt resolution. I trust that your office will investigate this matter and hold Cloninger Ford Salisbury accountable for their actions.

  Business response

  11/01/2024

  
  Regarding the status of Ashlynn Ayerss drivers license and its impact on the registration process. Her license expired on May 12, 2024, one day after the purchase, so it was no longer valid by the time the paperwork was processed. We requested a copy of her renewed license several times, and while there was some delay, we eventually received a screenshot of her ********* account. Initially, *** informed us that this screenshot would not be sufficient.
  After Ms. ***** reached out again, we checked back with DMV to explore alternative options. At that time, *** advised us to send in the expired license so they could verify if it had been renewed. This allowed us to complete the registration successfully.
  Thank you for your assistance with this matter.
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Took car in for service 8-7-24 . Stated would be ready in 3 to 4 days. Finally reached a live person 2 to 3 weeks later. They were still doing diagnostics and we got a loaner car. We have attempted to check on and inquire about our car an unlimited amount of time with no success. They will not return any of out cars. Spoke with ****** from the start of the repairs(not friendly) . The only contact they have made with us was when we needed to bring the loaner in and swap out for another car. We need to know the status of our car that we are paying a monthly car pymt and Ins on. Please see if you can help get some answers. Thank you

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8-30-2024 I leased a vehicle thru Cloninger Toyota of *********. I was misinformed of the vehicle specifications first off. After relaying my disdain for the vehicle I asked to just switch it out for a different model and they said I could not, I had to trade it in. After some back and forth they said I could sell it to them but I would need to pay the difference of $8000.00 to cover the difference in trade in value. After turning down that option I decided to start shopping around and then discovered that the vehicle is not even in the *** system so basically it is an unregistered vehicle. I cannot get a straight answer from them about the problem and the title clerk leaves before I am able to try and contact them. As of now, 10-09-24 I am unable to drive the vehicle from fear of receiving a ticket for not having a tag. So a truck that I am paying for just sits in my driveway because I can't drive it without a registration or tag.

  Customer response

  10/20/2024

  Better Business Bureau:

  The week after I filed the complaint they finally, after 45days; got the paper work turns into the DMV

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my **** F150 in for service on October 2, 2024 at 0715 and at **************************************************************************************************** over $13,000 in damages. I was then told THEY (CLONINGER FORD) was going to fix it UNDER THE ***** AND NOT REPORT IT ON CARFAX (FRAUD!!). That they were going to give me a free loaner vehicle 2025 Toyota Tundra to drive while my truck was being fixed. I said I would get back to them after lunch as I was UPSET. After lunch, I went there and the damages are more extensive than $13,000, truck is totaled, but now they are wanting to give me a depreciated value on my truck resulting me having to pay an exert $9-10 thousand dollars plus having to buy a new truck!!!! I did not go to the dealer to buy a truck, to trade in my truck or to sell my truck. I did NOT bring in a damaged, wrecked vehicle and don't want one in return. I do not want to be involved in fraudulent under the table and failure to report to Carfax situation. The dealer does not want to provide their dealership information to my insurance company and currently in a hold pattern waiting for the dealer to do what is right.

  Customer response

  10/21/2024

  I have not heard from the business in response to my complaint.  After 2 weeks of no one helping me, I finally had enough.  The dealer took me on the sale of my truck, then didn't really help me find another truck, but did tell me I would have to wait about 4 months if I had one built like mine due to the holidays.  I had to settle on different truck with mirrors I don't like and a shorter bed, and not having all the features I had on my truck.  Just to get away from the dealer.  Then the dealer would NOT bring it back on a truck, but rather drove it 200 miles back to *********, which I also disliked.  I have nothing good to say about the dealer.

  
  

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 05, 20**, I took my 2014 **** Explorer XLT into Cloninger Ford, ********* to Correct an electrical repair mistake made by them in late 2023, When the security panel lights were flashing, and the whole drivers door was removed in order to repair the electrical panel. Upon bringing it home, I realized that my interior lights and signals did not work, and the moon roof panel was left hanging. I phoned **** about the problem and wanted to charge my $275.00 dollars for a diagnostic ******** Forward to August 05, 20**; I received a Safety Recall Notice #**S02/ NHTSA Recall **V031 in February 20**. I made an appointment with Cloninger Ford to have the Recall done, as well as the repair to the electrical moon roof that would not open. The vehicle was left overnight, and I received a call from **** on August 06; asking if I would be interested in trading in my vehicle or test drive a few vehicles for purchase. I went to retrieve my vehicle on August 07, 20**; it was a record 102* degrees and I immediately turned on my A/C system. As I pulled off, the A/C was not cooling off the vehicle, blowing hot air. Also Cloninger Ford Did Not have the parts for the Safety Recall, saying that the parts were on back order.I told them that the vehicle was blowing out hot air & again they asked me to leave it overnight. Their diagnostic test showed that I had a blocked Compressor and that it had to be replaced at $2,500 dollars. I decided to take the vehicle home, and made a short stop, came out the grocery store, and the vehicle would NOT even start!!!! I then decided to have a second opinion from a different garage Sudden Impact Collision My vehicle was towed there, and their diagnostic test showed that Cloninger Ford had REMOVED my fuse, and told me that the moon roof motor would cost me around $2000 to $3000 dollars with labor. Sudden Impact replaced the moon roof motor for $291.30 and the A/C fuse was $43.88. No Compressor or Starter or Alternator was Needed.!!!

  Customer response

  09/08/2024

  I have not heard from the business in response to my complaint.

  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a 2021 Mustang GT Premium from Cloninger Ford Salisbury on 12/18/2023. During that time. I did receive a call from him the following day. I explained to him that I had already spoken with another **** dealership, and they advised to return the car from where I bought and have them put me in a loaner car until it could be fixed. ***** called me Friday afternoon and stated that he had this arranged and that I was to pick up my rental on Monday 01/22/2024. Upon arrival that the dealership on Monday he told me that he was going to handle this personally and that he would keep me informed and make sure this was handled correctly. He also stated they knew about some issues with the lack of communication and were trying to address that. I told him that the car is surging and it seems to be doing it in 8,9,10th gear around 1600 to 2000 rpms. Also, when I purchased the car there was a recall and I was upset that the car was sold and that the recall was not done prior to the sale. I sent in a complaint and finally someone called me and told me since ******* was closer, they would set it an appointment there. Well, they did not fix the issue and the guy got mad because in the **** survey I said my car was not fixed. I have had 2 separate instances and called back to Hickory, and they act like they don't know what to do and say they will call me back. I just called last week and spoke with ********, and she said she would call me back. I called the Salisbury location and left a voicemail with B White no response. I have sent numerous emails to B White R ******** and L Cloninger and not one return email or phone call. The car has an occasional very loud engine knock and GPS issues and called **** and told them the problems I was having, and they gave me a case number and said there was a TSB 23-2307 for the issues I am having. The car only has 6500 miles on it and I bought an extended warranty and they also told me I had a lifetime power train warranty.

  Customer response

  06/15/2024

  I have not heard from the business in response to my complaint. I have contacted **** several times andhave been advised that a **** dealer will need to repair this. 

  
  

  Business response

  06/21/2024

  Parts have been ordered. Customer is aware. He was in on 6/18. Said his complaint was with our Hickory location.. All services done under warranty

  Customer response

  06/22/2024

   I am rejecting this response because: for 1 I bought the car at the Cloninger Ford dealership in ********* and had issues with the salesman and the service department in January. They told me the car is covered by the factory **** warranty and that I can take it to any **** dealership. Well, I didn't just spend $44,000 at any **** Dealership. They then advised me that they have other locations. I told them ******* is 30 minutes from my house and that the ********* location is an hour and half drive. They set up an appointment in ******* and the Service manager and Shop ******* did not see eye to eye. When I left my car was still surging. I received a survey from **** which asked if my problem had been resolved and am I supposed to LIE? I said no it had not been the car was still not fixed. The service manager got really mad because of the survey and I feel like there is notes in their system not to help me. As I stated in my original letter, I called multiple times the last one was ******** and both times I was advised they would call me back. After I did not receive the call back, I then sent out multiple emails to members of the management team at the ********* location. I even called in on 05/29/2024 and told the whoever answered the phone was what going on and she transferred me to ***************** voicemail. I left a long message on his voicemail and again no return calls. I have had to contact **** multiple times and finally was able to get someone from **** who placed a call on 3way, and this is how I was able to get the appointment scheduled. The morning of the appointment I explained to the service adviser and showed him my call log and email logs and he says well **************** I see you are out of your 3/36mile factory warranty. I said I tried multiple times to get this car serviced while it was still in the warranty and had the dealership not dodge me it would have been covered. I had to use an entire vacation day to get the car looked and I told him what **** told me was the problem in which the **** needs to be replaced. After about 4 hours he calls me back and says they are going to have to replace the **** and that the good news is that I bought an extended warranty and that there is a $100 deductible in which they are not going to charge me. In my opinion the extended warranty should not be the one footing this bill. This is the fault of Cloninger alone and they should be the ones to foot this bill. On top of this I have to take another vacation day to bring the car back once the part is available. I had asked him about the updates because the map software on my car is from 2018 and there are 5 years of updates needed. Again, I do not understand how I bought a 2021 Mustang GT, and the map updates are from 2018. I had been advised from another dealership who looked into my car, and he stated that **** says my Sync is up to date and they are saying I need a map update. So, I call back to ****, and they tell me that I can buy this map update and that it is $149.99 plus tax nonrefundable. So, I purchased it and again called back into **** Saturday 06/15/2024 and that is when the lady told me I needed my **** replaced. I mentioned to her about the map updates, and she insisted that I do not attempt this until the **** has been replaced. Now *** said when they install the new ****, and I do hope its new and not a remanufactured one that they would make sure its current on the updates. So, I mentioned to him what about the $156.00 I just spent on the *** updates. He said can you return it, and they should know that this is non-returnable because **** does this through a third party.  I also have other issues and he said Well all we are going to address are the ones for the appointment. What am I supposed to do if the car needs repairs again in the Future? I will not go through this again there needs to be some written guarantee that I will not have any future issues with scheduling appointments and service issues. Also, I feel like I should be compensated for all headaches and troubles that I have had with both ******* and ********* locations. I have a lifetime powertrain warranty they claim was free when I bought the car but I know they added a charge in the bottom dollar to the deal. 
  
  
  

  Business response

  07/03/2024

  On 7/3/2024 his defective part has been replaced under warranty.

  Customer response

  07/13/2024

   I am rejecting this response because:
  I walked up to ************** and introduced myself to him and his exact words were what do you want from me. I spent several hours there that day and was told my car would be fully updated and it was not updated to current. The software on the car was from 2018 and it does appear the car now has software from 2021. Four days later the car broke down on the side of the road and lost all power. I called the Cloninger Ford of ********* and they said they did not have towing services. This is a **** dealership they should have known that **** has roadside assistance and that my car was covered. Well, it cost me $85.00 to have the car towed home. I contacted **** and found out that my car would have been covered. So, I told them I need to have the car towed to ********* and the lady said it would be an additional $82.50 to tow it so Cloninger Ford of *********. So, I asked how much it would be to have it towed to Cloninger Ford of Hickory and she said it would be covered at no charge. I told her to schedule the car to have it towed to *******. I then called *** on Monday morning and left 4 messages before he was able to call me back. I told him I was extremely upset that my car broke down and it seems like the car is having to many issues to be this new of a car with extremely low miles. 2021 **** Mustang GT Premium with 7728 miles. I told him that **** was towing the car to ******* and he has told me multiple times someone use to work over there and that they could make arrangements for the car to be worked on there. I waited for a call back and was getting nervous about the car being towed and with this location never calling me back. So, I decided to call them once again. I think it was ***** who I spoke to and told him what was going on and he said they would not be able to get to it for at least a week. I told him that ********* was on the phone to make this happen and he said let me talk to **** and I will call you back. I told him no sir I have been through this before and your location never calls me back. He assured me he would call me back. In the meantime, *** from ********* called me back and I told him I called the Hickory store, and they said it would be a week before they could get to it. He asked if they mentioned if they had a loaner, they could put me in, and I told him no. The gentlemen from ******* did call me back and confirm that it would be at least a week before they could get to it and also advised no loaner and not even a rental car and advised to cancel the tow. So, I call *** back and inform him about what ******* says and he asked if I could get the car towed to *********. So now I have to pay another $82.50 to have it towed to *********. They get the car Monday afternoon and now I have missed a doctor *********** and another day from my job. He tells me at 10:30am they are going to send a rental car to my house and to send him an email with my driver's license insurance card and credit card and I said can you send me the email because every time I send an email no one and I mean no one responds. I get his email and send the information over to him 5 minutes later. At 1:30 he calls me back and asks were you able to have the car towed here after I had already told him what I was doing. I said yes, they just picked the car up and it was around 1ish. He says ok we will get the ball rolling on our side to get a car out to you. I said *** you told me this 3 hours ago and he said we had to verify your information. Mind you I just bought this car from them in December and all my information is still the same. Tuesday morning he calls me and says they ordered a Fuel pump control module I think and says it should be there on Wednesday and that is where they are going to start. On Wednesday they did not call me with an update, but my **** app sent me warnings about the car battery being low and that my doors were open. Thursday morning he calls me and says he got my message about the battery and says they hooked it up to a battery charger and says they had to remove the back seats to drop the fuel tank and that they have ordered a fuel pump. He mentioned he was going to be off on Friday and the weekend and that he would inform the shop ******* about the other issues as well. I have an occasional loud engine knocking and the car on cold start going from 1st gear to 2nd gear hesitates doesn't matter if I baby it or get on it. Friday morning **** gives me a call and says they have the fuel pump in and its out for a test drive and they should have the car ready. I asked him about the other issues, and he was not aware of this but apparently someone else was. During this time my **** app sends me 2 warnings again Powertrain System Fault and Collision Assist unavailable. **** then calls me back and says the car is ready. Now I have 2 more messages from the **** app Powertrain Malfunction / ************* Pre Collision Assist not available. **** also mentioned to me that regardless of whether or not my car is ready the loaner I am in was sold on Thursday and he would have to either bring me another car if mine was not ready. After I told him about the 2 alerts, he said he would go get with the guys working on the car and see what is going on. He calls me back and said the guys are saying these codes are from the past and they claim there are no coded and says the car is fine. I get another alert and it shows schedule service at 1:03pm. another guy called me saying he was leaving with my car, and I told him no you are not because I had left messages with **** about another alert. **** called me back apologizing saying he got tied up. He said he was going to take the car for a test drive himself and, in the meantime, I sent him a text message asking what the cause of the alert is for this Powertrain ************************* alert and I never got an answer. I was really hoping they would keep the car on a Friday afternoon and make sure everything was fine, but they were determined to get the car back to me that day. When I did get my car back it had a horrible smell of gas inside it. I had a coworker with me and showed him now my stereo is not working, and this is the exact same issues I was having before they replaced a part on Wednesday July 3rd. **** sent me a message back saying we didn't touch the stereo and I explained to him yes do you did. I just had the car there on Wednesday to have the **** replaced. I took 2 videos where it shows the stereo does not respond and also shows recenter and there was no AM/FM tuner it was like it was locked in *************** which I do not use. **** calls me back and asks me to try a master reset and if this does not work, he will send someone to get my car on Monday. I told **** man all these electrical issues I feel like the car was struck by lightning or something and feel like this car is just not right. He said now you know how we feel as we have to deal with them all the time. 
  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle on February 16 2024 from Cloninger Ford and traded in my old vehicle. The plates were supposed to be transferred to the new vehicle. I called my insurance company while sitting at the dealership and let them know I was trading in my vehicle and gave them the new car information. End of March I get a letter about a lapse of coverage on my plate. The dealership never transferred the new car into my name. I called and left several messages for the title clerk **** with zero return calls...left several messages with the manager ********************* with zero return calls. Fast Forward to today April 10 ************************ my name .

  Customer response

  04/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Finally I have received my registration and the transfer was completed almost 2 months after purchase...

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 24th, 2023, I purchased a 2020 Ford Expedition from this dealership. I have found several issues that a warranty should cover, including transmission issues and a water leak. I have brought my vehicle in on several occasions for the issues and have been told they cannot replicate the problem, and I was told the water leak was fixed. The final solution to the water leak was not to wash my vehicle. I have followed the direction of the "expert," and my passenger side floorboard is soaking wet. I was provided a thumb drive that supposedly saved my warranty and purchasing documents, but when I inserted it into my computer, it said the files were corrupted. I can't get replacement documents. I purchased an extended warranty that Ford says there is no record of. They refuse to return my calls and emails.

  Business response

  12/04/2023

  To Whom It May Concern:

  I've communicated with Mr. *******, and he plans to bring in his truck on December 4, 2023. He intends to leave it with us for a few days for a thorough diagnosis of any potential issues. We have gathered copies of all the necessary documents to provide him. Additionally, he now has my cell number and can reach out to me directly if the need arises.

   

  Sincerely, Brett W****

  Customer response

  12/04/2023

  Better Business Bureau:
  
  I did receive a call from Mr.W**** and look forward to working with him in getting my vehicle repaired.   I would like to close my complaint at this time.  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On June 30th Cloninger Ford charged me 1700 for repairs to my **** **** *******. Today, 08-30-23 my vehicle was in for repairs at a ***** in ********* **. The technician stated the repairs that Ford charged for was not completed. I’ve attempted to contact the Tim the service manager or anyone at Cloninger Ford service department. We are being sent to voicemail without a call back.

  Customer response

  08/31/2023

  Cloninger Ford caused damage to my **** ******* - Will not return phone calls 

  Customer response

  09/10/2023

  I have not heard from the business in response to my complaint.

  
  

• Initial Complaint

  01/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  on May 29th,2022 I purchased a 2016 ******* ****** from Cloninger Toyota. I also bought the 24 month 24000 mile warranty. Brian ******* was the salesperson. About 1000 miles of having the car, the car started missing and when i turned into the driveway the oil light came on. Upon checking the oil I found that there was no oil in it. I called Brain to explain what was going on. To make this short this had happen on 2 different occasions. The car was taken to **** ******* ** *********** and a combustion cleaning was done on the car and that a 1000 mile test was done and it ran out of oil again. ******* said it needed an engine replacement but it was out of the ******* warranty and my new warranty did not cover engine replacement. so here I am stuck with a car with a bad motor that no one will fix.. So i did a voluntary repossession on the car. The car has been sold and ******* ******** Credit Union said I owe the remainder of $10,693.50 which I think Cloninger should be responsible for. I had asked the General Manager of the business to buy my car back but he refused saying it had been 6 months after I bought it but both business had been working on this problem. Plus I asked ******* ******** Credit Union to help me and told them if they sold that car they would be doing the same thing that Cloninger did, selling someone else a bad car. I have more info on this plus pictures of the oil dip stick. Please help me with this situation...

  Customer response

  02/13/2023

  I have not heard from the business in response to my complaint.

  
  

*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. ↩