ComplaintsforNelson Ford of Grand Forks

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 4-4-24, my daughter, ***************************, and my wife, *************************** looked at Nelson **** in Grand Forks, ND for a vehicle for Karrah. *****************************, worked with them and took them on a test drive. On the test drive, ***** told ****** would have 30 days to change her mind and return the vehicle. After the drive, they sat at *****'s desk and again, ***** told them ****** would have 30 days to change her mind. I was willing to co-sign for the vehicle loan. ***** told them he would personally deliver the vehicle to our home and bring the paperwork to sign. On 4-11-24, ***** brought the vehicle to our home and I signed the paperwork. Once I signed the paperwork, ***** stated he would send me a copy. On 4-11-24, after vehicle was delivered, we took it for a ride and saw the tire pressure was on. Karrah texted Caden. ***** called and told her the vehicle was still under warranty and it will be in the paperwork. After 4-11-24, we kept contacting the place to get a copy of the papers and report issues with the vehicle. No one would respond or return calls. On 5-1-24, ****** texted Caden asking when the paperwork would be sent. No response. On 5-7-24, I texted Caden that we need to return the Jeep. I also texted we didn't receive the paperwork for the jeep. Within 10 minutes Caden called. I told him I wanted to return the vehicle since he told them 30 days to return it. ***** denied that he said it and said he would have his supervisor contact me. The superivsor called back and stated he didn't believe ***** said it and they weren't going to take the vehicle back. Again I asked for the paperwork and the supervisor stated he would put it in the mail. On 5-13-24, I again texted ***** and asked for paperwork. No response. On 5-14-24, ***** and ****** went to Nelson **** and requested a copy of the paperwork. They were told they would put it in the mail. And they were told to leave the property. To this day, we haven't gotten the paperwork.

  Business response

  06/21/2024

  To whom this may concern, 

  Nelson Auto of Grand Forks has never in the past, nor currently, offers a return policy.  Much less a 30 day return policy. The State of ND has in law that automobile dealerships do not have to offer a cooling off period.  I have spoken to the sales representative and confirmed he did not state we had a policy that we do not have.  The customer can bring the vehicle to the dealership, and we will put air in the tire is one has low tire pressure.  I have confirmed the paperwork has been sent to the customer.  We received a call from another dealership asking that we cancel the service contract since the customer had traded the vehicle in at that dealership.  The desired settlement is stated by the customer that we need to "finish the job." We have sent the paperwork and will not be able to fill the tire that has low pressure since the customer does not own the vehicle anymore.  

  Thank You,

  Alex Nelson

  Nelson Auto

  Dealer/Partner

• Initial Complaint

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2018 GMC Denali from Lithia Ford of Grand Forks. The next day service engine light came on. They told me to wait a couple of weeks to bring it in because it would look bad to the warranty company if they filed a claim a day after I bought it. Waited 2 weeks brought it in and it sat there for 3 or 4 days. They said it was fixed and charged me $200.00 dollars for the deductible. Next day check engine light came back on they scanned it with a generic scan tool you can by from a parts store for around $100.00 and said they would get in touch with me. Waited a couple weeks and no one called. Called them and another service man said they would contact me. Still nothing so I called asked to talk to service manager. They said he was sick and out for a week and sent my call to their GM. I left a MSG and never heard back from anyone. Called to day still nothing so I asked for Lithia Motors headquarters #. The lady said she would get me it. I waited on hold for over 5 minutes nothing so I hung up and called back again. Nothing tried 1 more time and same person answered and said she couldn't get me the # because she was helping another customer. I told her I have been waiting for over a month and a half so get me the #. She put me on hold again. Got sick of waiting and called a Lithia dealership in Oregon. They gave me the # right away. Called that # went to voice mail still no help after I left 2 MSG. I have done business with this place for many years and this is the first time I have had trouble with this company. Problem still is not resolved.

  Business response

  11/23/2021

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

  We are working on the issue with Chev to resolve the problem and yes we are very short handed with my Service Manager out ill with 3 of 5 service advisors out ill. *************************** has my cell phone # and lived across the street from me for years so he does know how to get ahold of me at any time.....  

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