Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought my 2020 ford mustang at casa autoplex used building February 27th 2024 when I worked there, July 5th my car wouldn’t turn on and was getting no power so had to jump start it and when I checked under the battery cover the negative terminal was completely corroded, I cleaned it off and was thinking maybe it was over charging, I took it to oreillys to get scanned and they said it needed to be charged so as my boyfriend was taking the battery out it spilled battery acid all over him and ate through his clothes (I have pictures of his clothes and the terminal) we noticed the battery had a huge gash on the side and right under the terminal which is what was causing it to corrode, battery acid was spilling into my engine bay those few months I’m glad it didn’t cause any more damage, I had to buy a new battery for $200 when I know the techs at casa check the batteries on all the cars that come in, they could have at least let me know I needed to get a new one but instead I had to find out on my own. I also need a new terminal but I believe only the dealership sells them it just sucks I have to spend so much money on a car I haven’t even had a year, you would think a $30,000 car wouldn’t have issues so soon. I worked there for 2 months and all the other cars were in good condition which is why I bought from them but I’m not sure if they just had it out for me or what but it’s disappointing I would rather buy off facebook market.

  Business response

  11/25/2024

  Dear Ms. ******,
  Thank you for bringing your concerns to our attention. At Casa Ford Las Cruces we take all feedback seriously. The 2020 Ford Mustang you purchased underwent a thorough inspection by our certified technicians before being offered for sale. During this inspection, we addressed several maintenance items, including replacing all four tires, two rear shocks, the cabin air filter, the air filter, and the wiper blades. We also performed a four-wheel alignment and provided an additional key.
  As part of our standard procedure, the battery was inspected for cold cranking power, corrosion, and overall condition, including signs of swelling, or leaking. At the time of inspection, the battery was reported to be in good condition.
  It has been nine months since your vehicle was inspected and sold, and we believe that the battery's current condition likely developed during this time. While we understand your frustration, we do not feel that the battery would have passed our inspection if it had been in the state you described when the vehicle was sold.
  Regrettably, we are unable to offer a refund for the cost of the battery or terminal. However, we value your business and would be pleased to assist you through our parts and service department should you require further support.

  Business response

  12/09/2024

  Dear Ms. ******,
  Thank you for your continued communication and for sharing your concerns with us. We understand and appreciate the opportunity to address these matters again, as your feedback is important to us.
  We recognize your frustration regarding the issues with your vehicle's battery and the second key. Allow us to revisit and clarify these points:
  Battery Condition:
  The 2020 Ford Mustang underwent a thorough multi-point inspection by our certified technicians prior to sale. At that time, the battery was assessed according to our standard procedures, which include evaluations for cold cranking power, corrosion, swelling, leaks, and other visible defects. The battery met all standards and was deemed in acceptable condition, with no signs of physical damage or performance issues.
  Given that the vehicle was purchased over nine months ago, we are unable to determine how or when the reported gash in the battery may have occurred. Our technicians do not remove or modify batteries unless diagnostic testing indicates a need, and no such issues were identified during the inspection. As the vehicle was sold "as-is," any subsequent damage or wear unfortunately falls outside of Casa Ford Las Cruces’ responsibility.
  Second Key:
  Regarding the second key, we have conducted another thorough search and have confirmed that no additional key is currently in our possession. Should a second key be located in the future, we will notify you immediately and ensure it is provided to you.
  We understand and empathize with your disappointment and reiterate our commitment to delivering transparency and fairness in every transaction. While we are unable to offer a refund or compensation in this matter, our service and parts department remains available to assist you with any future needs related to your vehicle.
  We hope this clarifies our position and the steps taken to address your concerns. Should you wish to discuss this further or if new evidence arises, we are open to continued dialogue.
  Thank you again for sharing your concerns with us, and we wish you safe and enjoyable driving experiences

  Customer response

  12/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  Alyssa Torres

• Initial Complaint

  10/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I went to purchase a vehicle. Upon purchase, the vehicle only came with one key but sales agent promised us a second key. Sales agent and ******* ******* agreed on second key. They told my wife they would contact her once the key was ready. After not being contacted, my wife decided to stop by casa ford to ask about the second key. ***** ******* told her to come in on a different day to speak to ******* *******. When she went to speak to ******* *******, ***** ******* took her to *** *******’ office and left her with no interpreter. He was aware that my wife only speaks Spanish and *** ******* only speaks English. My wife tried to explain her situation to ******* ******* and all he told her was that the sales agent no longer worked there and the second key would not be given to her. My wife purchased the vehicle thinking she would get two keys for the vehicle as promised. Now, the sales manager ******* ******* is telling her she will no longer receive the extra key. And on top of everything, she felt unsupported and rejected considering the sales agent ***** ******* knew she only knows Spanish and left her to fend for herself.

  Business response

  10/21/2024

  Dear Mr. ********,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you and your wife have experienced. We understand the importance of delivering on promises, and we regret that this situation has not met your expectations.
  
  Unfortunately, the individuals involved in your transaction, including the sales manager ******* ******* and the salesman Jesse Jacquez, are no longer with Casa Autoplex. However, we are committed to resolving this issue. Our current Used Car Manager attempted to reach you at the phone number provided in this complaint, but was unable to make contact.
  
  We kindly ask that you reach out to our new sales manager at your earliest convenience so we can work together to make this right and ensure you receive the second key for your vehicle as promised.
  
  Once again, we apologize for the inconvenience, and we look forward to resolving this matter for you.
  
  

• Initial Complaint

  08/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2017 Ford Escape on May 4, 24, see below for price with a $4000 down payment. Also purchased a extended warranty plan. Around late June the service light turned on, I then noticed that it had no anti freeze. Took it to El Paso's(same ownership group) dealership, on July 10 as this was the earliest appt. for either service location. On July 15 , I received a call from my service advisor, informing me that antifreeze had gotten inside the engine and it would be needing a new engine. About 30 minutes later after calling The Warranty( Triton Protect) company . He was notified by the company ,that the warranty contract was cancelled by the Las Cruces dealership. After weeks of trying to get an answer from somewhere there why it was cancelled. The El Paso service supervisor called and spoke to one of the sales manager and asked them to install and retro/back date to the purchased date the warranty. Which apparently was done but the warranty company wants me to pay out of pocket to actually get to the root of what is actually damaged and may still not cover said damage. My service advisor advice me to return the car back ,(though both dealerships advice not to drive the car to avoid further damage to the engine) to Las Cruces and have them fix the car at their expense or to exchange vehicles. It has been a total of a month with no resolution and I'm making payments on a vehicle I can't drive. In fact since May 4,24 the car has only been driven around 1, 600 miles.

  Business response

  08/26/2024

  Hello *** ****** this is ******* ********* and I am the Director of Brand Experience here at Casa Autoplex.
  
  First and foremost I would like to express my deepest and sincerest apologies on behalf of the Autoplex for your experience. I understand how frustrating this situation has been for you and I can assure your *** ****** that we are doing all we can to produce a resolution for you.
  
  After speaking with our finance team regarding your warranty cancelation I discovered that it was in fact canceled for some reason unbeknownst to our finance team. Mistakes like this should not happen and for this I would like to apologize once more that this occurred to you. Our finance team has since then reinstated your Triton Warranty and I have sent to your email the attachments of your new Triton contract number and a copy of your Triton contract. The most important detail is that on your Triton Warranty contract your contract purchase is still showing the purchase date which is 05/04/2024. With this new Triton Warranty contract number **************** our Casa Ford El Paso service location should be able to process the necessary service claims under your warranty. This new contract number is located on the “Triton:****** ******” attachment on your email, you can present these copies to our El Paso service location.
  
  This experience does not reflect our business as a whole and I hope we can rebuild and secure your trust in us once more *** ******.
  
  For any other needs you have or for any questions you need answered please feel free to contact me at **************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/23/23 Casa Autoplex (formerly Borman) replaced the starter in my 2013 Honda. I was charged $1044 Around mid June of 2024 the car started making the same intermittent noise as when the starter was replaced 10 mos before I scheduled an appt with the service dept for 06/28/24 They would not replace the starter without being able to duplicate the sound I was describing and got the car back damaged (missing grill piece) I was charged $191 for diagnostic testing Spoke with service mgr, **** ********* on 07/01 and was assured I would be issued a refund for the diagnostic test, the starter and grill piece replaced. Called again on 07/09 left a message for service manager and also informed him I was able to capture the noise with my phone. No return call. Called again on 07/22 spoke with service mgr and again was assured everything would be repaired. 07/23 took car in so grill piece could be ordered. Service mgr listened to recording and agreed as well as their own mechanic it was the starter. I offered a remedy that if Casa would order the starter and grill piece and refund the diagnostic fee I would have a mechanic install them at my expense. After receiving the car back with damage I prefer they don't work on my car. He declined. I left rather frustrated as by this time a month later the part had not even been ordered and I had not received a credit for the diagnostic test. On 07/24/ I called my bank and disputed the $191 charge. I have more information but the program didn't offer enough characters for me to write it all. I also have the original receipt/warranty but I am unable to upload the image not sure why.

  Business response

  08/10/2024

  ******* ********************************* Fri, Aug 9, 5:17 PM (19 hours ago) ********* Hello, I am reaching out to you on behalf of Casa Autoplex. We appreciate you bringing ***** ********** complaint to our attention. We kindly request an extension to respond to ***** ********** complaint (Case #********) to ensure that we can thoroughly investigate the situation and provide a comprehensive response. Thank you for your understanding and cooperation. Sincerely,

  Customer response

  08/16/2024

  Hello,

  Yes I have resolved the matter with Casa Ford. I was refunded the $191 fee for the diagnostic test, and yesterday they replaced the starter that was under warranty, and replaced the missing grill piece.

  I don't think it would have been resolved had I not filed a complaint with the BBB. Within 7 days of the BBB contacting them I received a call informing me the parts had been ordered and a check was mailed.

  Thank you so much for your assistance!

   

  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. ↩