Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refuses to fix warranty covered parts and keeps postponing recalls Being told once again the dealership has been sold and this is causing delay. Find it hard to believe also they could give me a NYS inspection after telling me they couldnt rotate my tires Dont you have to take tires off in front for inspection Swollen lug nuts was told for an upsale which brought to another dealer and was told not true On other car door ready to fall off on recall another NYS pass on inspection wow Also dont buy the tire wheel package they wont help you just want your money I bought 4 tires and my rim has issues they refuse to cover it 2 of the four tires were no good as well

  Business Response

  Date: 02/07/2025

  We apologize for any inconveniences you have recently experienced. Sayville Ford did just go through a change of ownership and many of our services are currently unavailable. Once all of our systems are operational we will do our best to once again provide you with award winning service. Thank you.

• Initial Complaint

  Date:12/20/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible experience...0 stars... After being told the 2023 Mavericks were being sold over MSRP/sticker, I agreed to pay a couple thousand over sticker for vehicle...That is where the ** started...Was brought to financial guy(****) who told me the finance rate was almost 10%...I told him I'll go apply to my credit union for a rate slightly below 7%, he tells me that I will then have to pay more for the vehicle.. He then proceeds to steamroll through the whole extended presentation telling me it was one product when it was 7 separate products..Very high pressure and very unpleasant.... The added cost was $8,443.00!! They did not provide a copy of the bill of sale at the signing...This is both dishonest and against *** law...I actually had to return to the dealership later that day to request a copy. Now sifting through some of the reviews I see that this is something this dealership clearly practices...I have never reviewed anything in my life but this deserves it. It's why people hate the car buying process. Sayville Ford won this one and am now going to pay off loan or refinance the auto loan after the 6 months they said was required, but I will never buy from this dealership again. Please read some of the other negative reviews. Ask to see the bill of sale before signing off on the deal...For $8,500(and I would have gladly spent half that for the actual extended warranty) **** lost a customer..Will be writing a ******************** complaint also...I hope *************** on the extra commission he made...

  Business Response

  Date: 12/21/2023

  We want all of our customers to have a pleasant experience. I spoke with your sales consultant *****, he said he was unaware of your horrible experience. I have attached the "Final Acceptance" document with your signature, this document reviews the accepted coverage items. Each item of coverage has a warranty form that requires a signature, all 7 documents plus the acceptance document was signed by you. We are always available to discuss questions about your purchase. Carlo is at ********************

  Thank you for your business, ***************************** VP ********************

  Customer Answer

  Date: 12/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   The way in which all the extras were added were dishonest...I believed I was buying one product when I bought 6 or 7 products....Each product was not explained to me that they were each separate at a separate cost...I was not provided a copy of the bill of sale to review before signing and it was not included in my paperwork folder. I had to return to the dealership and request a copy of the bill of sale...This is both dishonest business and a copy of the bill of sale I believe is required by *** law....

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

  Business Response

  Date: 01/18/2024

  We have called *** ******** on Tuesday 1/16 & Wednesday 1/17 at the ************. My Finance Manager ******************************* has been instructed to go over the deal with *** ******** and make any adjustment he can. ************************* has been waiting on a call back ********************  *** will be the one to submit any adjustment to the warranty companies. Thank you

  Customer Answer

  Date: 01/18/2024

  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 and the matter has been resolved.  ************************* called me and dealt with the problem.. I got a credit back for 1 item and kept the rest... I wish my dealings with **** were better as it ruined my experience at Sayville Ford... 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car would not pass *** emissions before I got the car repaired, the car had a vapor leak, I was charged a diagnostic fee of $200 plus repairs, $1,000 just for the 1 repair on the bill, the other 2 repairs on the bill not related, are satisfactory. I went to a different mechanic to get my car inspected after the car was repaired by Sayville Ford, the car did not pass the *** emissions. Sayville Ford is responsible for this repair behind related to the failed inspection from their previous repair on the car, from Sayville Ford. I also have another problem with Sayville Ford, there was misconduct that happened with the Sayville Ford management after I had picked up the car on Tuesday. When I picked up the car before I pulled the car out of the parking lot with the car running, I noticed that the air conditioning did not work. The **** mechanics did not test the equipment on the car before I had picked car up. The service manager tried to charge me more money to to fix a repair, that did not need repairing, the air conditioning started to work after I pulled the car out of the parking lot. I knew ahead of time that the air conditioning was working before I had gotten the car repaired, of which was not related to the coolant leak repair that they did was done by Sayville Ford as well, THE ******** SERVICE MANAGER is telling me the coolant leak repair that they did, is related to the air conditioning not working. Obviously, this is not true, I refused to pay him any more money, demanded to him that he fixes the air conditioning on the car immediately! The ******** SERVICE MANAGER tells me to "GET THE **** OUT OF MY SHOP" in front of *************** the service departments Sayville Ford waiting area, denies me service altogether! I still tried to reach out to ***** two days later, my service advisor at Sayville Ford, that handled my case. She could not care less about my case in regarding the vapor leak problem, for the *** emissions, there denying services.

  Business Response

  Date: 11/06/2023

  Sayville Ford's tries to deliver quality repairs when a customer comes to our ******************* Unfortunately, ************** had concerns regarding a recent repair and conducted himself in a manner that was aggressive. Our service manager had enough abuse and responded in kind. ************** was informed that his vehicle needed additional work in order to pass NYSI which he declined. Due to his outburst ************** is not welcome back in our store.

  Customer Answer

  Date: 11/06/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I paid Sayville Ford a $200 diagnostic fee for the vapor leak problem and a $1,000 for the repair, it was the wrong diagnosis.  The canister valves did not need to be replaced, that did not fix the vapor leak problem.  IT WAS A FALSE REPAIR BILL; I WANT A $1,200 REFUND!  MY *** WON'T PASS INSPECTION UNTILL THAT VAPOR LEAK IS FIXED!  I NEED TO GET THE *** INSPECTED BY JANUARY!  ******************* DOES NOT GIVE A GOOD GOD DAMN!

  THE ******** SERVICE MANAGER WAS ABUSSIVE WITH ME!  S*** FOR BRAINS TRYED TO RIP ME OFF!  CHARGE ME FOR A REPAIR THAT DID NOT NEED REPAIRING, CAUGHT IN A LIE, WITNESSED IN FRONT OF *************** THE WAITING AREA!

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

   

   

   

• Initial Complaint

  Date:09/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2023 **** Maverick and was repeatedly told throughout the process that we would not be charged over sticker price. I will admit to the mistake of signing without going over everything, but I had ordered the car in November of 2021 and received the car in March of 2023 so when the car arrived I was excited to get it and was coerced into a quick signing process. Upon realizing this week what had transpired I brought this to their attention at sayville Ford. The Finance Manager who helped us was very cold and didnt seem like he had any interest in helping us. After speaking with the general manager he came back with an even less helpful disposition. When I claimed that I had been lied to he became very defensive and told me to leave. As I was leaving I called him a **** to which he replied ****** there are multiple witnesses to him saying this. I then left the building while my dad stayed behind to keep talking to them.

  Business Response

  Date: 09/15/2023

  My apologies for delayed response, I was away on vacation. ********************************* purchased the Maverick on 12/03/2021 attached is the signed buyers order agreement. The vehicle was delivered at the agreed upon price. I do not understand where the misunderstanding is taking place. Our staff was spoken to poorly and responded in the same fashion.  Thank you.

  Please see attached buyers order.

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to dealership because both axels on my **** escape need to be replaced. Car is under warranty but originally was told they may not accept it. After finally speaking to management I was told parts were ordered. Now I can not get through to anyone to find out when parts are arriving. No managers call you back **** corporate has left 15 messages with different managers and havent gotten a response. I just want to know when parts will be in and car fixed. Worst customer service Ive ever dealt with

  Business Response

  Date: 08/30/2023

  We appreciate the opportunity to service the ********* vehicle. The vehicle was diagnosed by our mechanics and the parts were ordered. The vehicle parts have arrived and ********************** has an appointment on 8/31/2023 to have the repairs completed. Since ********************** has an appointment for the repair, I do not understand the complaint? The appointment for the repair was made on 8/29/2023 the same day as this complaint. Sayville Ford has no control over ********** Company's parts availability. ********** Company did call our service manager once.

  Thank you, ******************************** VP

   

• Initial Complaint

  Date:03/24/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb18,2023 I placed an on line order for a 2.3L engine cover for a Lariat, price was $80.17 and after tax and shipping cost it was $101.03. I received a confirmation email with an order # ********.This was a gift, I was reminded last week it was not delivered so I called parts ***** and explains giving all info above but was told the person who does on line orders comes in after 11 and will call back. No return call. I called again yesterday and left message on their voicemail that promises calls will be responded to in order they are received, no call back.I call again today and parts **** said it was probably cancelled, we cancelled a bunch of orders couple of weeks ago because third party vendor offered at wrong price. I was not informed it was cancelled, I asked how could they do that and not respect initial order and the parts **** person said well we did. He was to pass my request for investigation on this to someone else and as I was asking another question he abruptly hung up on **** immediately called to speak to General manager and was told he was in a meeting to leave a message. The phone extension I was passed to had no name just a leave a message, which I did and am still awaiting response.This salesmanship and practice is deceiving and needs follow up.Thank you

  Business Response

  Date: 03/24/2023

  We apologize for any miscommunication. We replied to ************************************* online part order on 2/20/23, the part was altered by **** and received a new part number. The new part cost more money, we sent a replied "please call if you want the part" The item was never charged to the customer. We have attached the documents showing proof. If you still need the part please contact our parts manager ***************** ******************** Thank you.

• Initial Complaint

  Date:02/23/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, Feb. 19, 2023, my wife and I made an appointment with a sales representative, *****, at 12 pm and went to Sayville Ford to look for a new 2023 Explorer. We found an Explorer in the showroom and ***** and his sales *********************** ran some numbers for us to lease it. The figures (down payment and monthly lease payment) seemed quite high and were never fully explained in terms of what our down payment would be covering. We told ***** our purchase of the Explorer was contingent upon our son and daughter-in-law getting out of their ***** lease two months early so we could give them our current car. We were told by the dealership that in order to "hold the Explorer until Tuesday or Wednesday" we would need to give them a credit card deposit of $500. We were also guaranteed the $500 was fully refundable. We gave them the deposit on our credit card. I called ***** on Monday, Feb. 20, around 2 pm to inform him that we could not move forward with the purchase of the Explorer at this time (because of the ***** lease), to release the hold on the 2022 Explorer in the showroom and issue me my $500 refund. He informed me that I would have to come back to the dealership to have my credit card reauthorized to get my deposit back. I requested to do the refund over the phone and he said he'd have to speak to his manager and call me back (which he never did). After several phone calls to ***** and the dealership on Tuesday, Feb. 21 and today, Feb. 22, ***************************, sales manager, finally returned my wife's calls. I went to the dealership approximately 12:30 pm today, met with *****, voiced my complaints about the entire experience and asked for my refund. ***** asked me for my credit card to re-run it for the refund. After I left the dealership, I called ******************* and asked him why I didn't have to sign the reauthorization of my card today and why I didn't get a receipt for this transaction. He said its store policy not to issue a copy of the receipt.

  Business Response

  Date: 03/16/2023

  Sorry for the delayed response. Once the refund is issued by our office a copy of the receipt is e-mailed or land mailed to the individual. The front desk does not process refunds. The money was refunded on 2/22/23, the customers bank statement should also reflect this refund. We apologies for any misunderstanding. 

  Customer Answer

  Date: 03/16/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/5/2021 purchased new **** Explorer ST. At time of purchase advised I traveled through many states and needed best coverage available by ****. Sold Maintenance Program for $1148 (only good at Sayville Ford) not cancellable except fraud or material misrepresentation (this should be both). Sold vehicle services contract, Wheel and tire protection contract, powertrain warranty (all through Allstate) and glass coat. NONE THROUGH ***** Again Failure to disclose, bait and switch, material misrepresentation. I have contacted the ************* spoken to and was told I could not cancel a maintenance program contract, only good at their dealership, but **** welcome to come by when I was back in ** and he would see what could be done about the other misrepresented, bait and switch contracts and warranty documents when I come back into their dealership. When I contacted **** Corp, I was advised by a **** employee that sometimes dealers sell other warranty products (not ****) that they are able to receive a commission on.

  Business Response

  Date: 08/17/2022

  Thank you for the opportunity to reply. I have attached the vehicle purchase information that clearly shows the items purchased. All of the documents have been signed. (8 times.) ************* coverage provided meets or exceeds ****s warranty. The Allstate warranty is accepted at all major repair facilities not just **** throughout *****************. We do not conduct bait and switch tactics, all of the signed documents clearly show the item purchased. Allstate is a quality name with a quality product. Thank you  

  Customer Answer

  Date: 08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you BBB.

  My desired resolution is: Cancellation of the following contracts (listed below) with credit to the lien holder ( South Shore Motors / Citizens-lending institution) due to the Material Misrepresentation / Fraud by the Sayville Ford Finance dept. 

  1. Maintenance Program-Only valid at Sayville Ford- Not disclosed / Material misrepresentation / fraud

  2. Allstate *************** Contract- *********** -did not disclose this was not a **** Product / misrepresentation / fraud

  3. Allstate FMC Tire & ************************************ -did not disclose this was not a **** Product /misrepresentation / fraud

  4. Power **** Limited Warranty- ********** -did not disclose this was not a **** Product / misrepresentation /fraud

  I trusted Sayville Ford, until I recently serviced my vehicle for its 10k maintenance with a **** dealer in ******, **.  In doing so,  I discovered the Fraud / material misrepresentation of the Sayville Ford Finance Dept.

  Because of this, I am requesting a credit to the Lien holder  of the afore mentioned fraudulent/ misrepresented documents.  As advised by the **** Dealer in ******, **, this credit to the lien holder can begin now, effective 9/1/2022 by using the mileage recorded from my last service with **** VIN#*****************.

  Of note, at the time of purchase, after signing the  Maintenance Program document, I was advised the printer was not working so the remainder of the purchase documents were read to me by the Finance Mgr and I was provided a 4 x 6 screen to sign with a electronic signature to be used for additional documents.  My document copies bear no signatures.  My original sales receipts, showing two $10,000 deposits  were taken from me.  I was advised they would be mailed back when they were able to make copies.  This has not happened and I have no final sales receipt.

  My desired resolution is cancellation of the above fraudulent /misrepresented  contracts with credit to the lien holder.

  With gratitude for your assistance,

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

• Initial Complaint

  Date:05/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Gave a $1000 deposit and signed a contract for a new Van 12/8/21. The dealer called me with the Vin # 3/2/22 4/25/22 I was told my Van was ready to be picked up. When I ask what the finance rates were I was told I could only do that the day I come to get my Van. I called back and let them know got my own financing not with the dealer and wanted to pickup my new ***. They stopped returning my calls. After many attempts to get a date to pick up my *** I was told they sold my *** to some one else.

  Business Response

  Date: 06/09/2022

  I apologize For the delayed response. I will investigate what happened with this purchase and contact the customer. Sincerely, ******************************** VP ********************

  Customer Answer

  Date: 06/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was expecting to have a new truck now. I custom ordered this truck with Sayville Ford in December 2021. I contacted an other **** dealer and was told that **** is not taking any more orders for 2022 trucks. They are not taking orders for 2023 trucks either. This will leave me without a truck for over a year. I will also be forced to pay more for the truck and interest.

  Thank You

  ****

   

   

  
  

  
  
  
  
   
  

  Business Response

  Date: 06/29/2022

  Due to miscommunication and the length of time the vehicle sat her undelivered; the vehicle was sold to another customer. **************** requested a refund on may 18. 2022, we issued the refund immediately. Due to manufacturer constraints, the 2022 Transit Van is no longer available to order.

  Sayville Ford is offering to order a 2023 Transit Van at our cost with a rush priority. The vehicle would be manufactured based on ********** Company's production schedule.

   

   

  Customer Answer

  Date: 07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory when Sayville Ford provides me with the new contract at their cost for the new 2023 Transit Van. The 2023 Van will have the same specifications as the original order  from 12/8/2021
  
  Sincerely,
  
  *********************