Complaints

This profile includes complaints for Don's Ford's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Don's Ford

  5712 Horatio St Utica, NY 13502-1016

• 

  Don's Ford

  Route 12 N Utica, NY 13502

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:02/28/2025

  Type:Sales and Advertising 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 Feb 21, 2025 my wife and I went and looked at a 2020 **** ******* that was advertised for sale at $15,306. We took it for a test drive and then did an application. At which time I was told our payments were over 600$ so i asked where the extra money was going and it was because they had added over 5k in warranties. I specifically told the sales woman and rick that I didn't want any warranties that I pay *********** for coverage. So I was told they removed them and that the payments would be much lower. On Feb 25, 2025 we returned to sign and pick up the **** were told where to sign never once being told that they had re added warranties and added $1,600 to the sales price. On Feb 27, 2025 I finally had time to sit down and really go over everything. The first thing I noticed was that the amount financed was over 20k again... - I found that I was charged $3,050.00 for two warranties that I don't know are what for or why they were there since I specifically asked for no warranties and they agreed to take them off. - Still wondering where the extra money was coming from i noticed that the price they charged me was not the advertised and agreed upon price of $15,306.96 but $16,900.00 Included are pictures which seem like they switched things after the fact or changed something. In photo 1 you can see that the price agreed upon was 15,306.96 but on the next page the amount financed is $18,496.00. i couldn't figure out how they got this figure until I looked at the next page which is in the next photo where the price of the vehicle was now $16,900.00 that plus sales tax of $1,596.00 equals $18,496.00. Its almost like it got switched so we would see the agreed upon price. I don't believe Sydney the sales woman that dealt with us had anything to do with it. But I specifically told Rick what I wanted and he agreed. I would like the warranties off my loan and the original agreed price, or take the it back and give me my $1,500.00 dep back

  Business Response

  Date: 03/05/2025

   In response to the recent complaint regarding the ******* deal we looked into the docs and verified that there is a signed BIll of Sale as they sent to BBB as well stating the warranties are part of the deal. This is the first time the complaint has come across my desk and I am happy to address this. The customer agreed the payment and terms of the contract on both the bill of sale and the bank contract.  Andrew StreetSales Manager ###-###-#### 

• Initial Complaint

  Date:02/13/2025

  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.

  Bought a vehicle from Don's Ford in June 2024, they provided a 1 year bumper to bumper warranty on this 2017 VW Passat. Roughly 7 months later the car ended up in the shop (their shop) with 4-5 lights on the dash. They diagnosed it and said they could not fix it and it needed to be brought to VW dealer. Brought vehicle to a VW dealer (in Buffalo because the driver is in college there and Dons referred me) VW dealer diagnosed it and tried to run the parts and labor through warranty and basically nothing was covered. Called Don's and they couldn't understand how nothing was covered (spoke with Andrew service manager 3 times when he would answer). Got the 2 dealers to speak and Don's gave the VW dealership a hard time about pricing and stated they were charging too much, regardless the warranty still did not cover the parts that were supposed to be covered, they were no help and provided no answers. Eventually they stopped answering all calls from me and West Herr Auto(where the car was being repaired). I ended up paying out of pocket for the repairs after West Herr was gracious enough to help out. Don's provided a Ford extended warranty on a VW car, that covers nothing. During the time I bought the vehicle they promised all repairs if any were needed would be covered. ALSO they provided this because the salesman that I initially dealt with QUIT during the deal. So I asked for some kind of incentive to buy the vehicle. This dealer has 25% negative reviews on their website

  Business Response

  Date: 03/20/2025

   

  Pursuant to the above complaint we have gone through the deal information and have came to the following conclusion. This car was purchased at 129000 miles and was labeled an "as is" car due to the mileage. To help the customer we added a warranty at no cost that will cover many components of the vehicle. Thus, providing some coverage for her children operating the vehicle, to and from school. Some of the parts were covered by the warranty and some were not. After several attempts we had contacted the service department that the customer worked with regarding these repairs. We then cross referenced this with our own service and parts department and found that the other dealership was marking parts pricing up. This hindered acceptable coverage the  warranty would have covered. Putting the burden on the customer for the difference. We then relayed this information to the customer and the other dealer with no response from the dealer or help on the parts. 

   

  Thank you, 

   

  
  

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  

  Here is the itemized bill that basically no parts were covered by their "warranty". The other dealership was helpful but Don's was not and completely unresponsive.

  
  Regards,
  
  **** *******
  
  
  
  

  
  

• Initial Complaint

  Date:05/07/2024

  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.

  Verbal agreement May 15, 2023. Accounting Mgr (Drew) stated he would submit for a loan to our bank.James, the salesman,said while securing a loan, they were going to do some necessary work to the vehicle.James texted and said electrical work was completed.Went to sign the papers in early June and found out that the work was not done and they submitted to seven creditors and could not secure a loan.Drew told us they (Don's Ford) would be willing to carry the loan at 18.5%.We advised that we would go to the bank ourselves.We were approved at 6.5%.Signed the loan, went to the dealership to finalize paperwork and pick up vehicle.The work had not been completed.Told that everything would be done on June 14th and we could pick it up.Go to pick up vehicle on June 14th and work has not been done.They (Drew and James) stated a delay of parts and that Don's Ford would pay for everything when the parts come in.We are on our 8th visit due to mechanical and electrical problems(see attachments).Multiple loaner vehicles for about 5 total months.They now state the "new" problem is not affiliated with the old unresolved problems.They are requesting $160 for diagnostic plus the warranty deductible.They actually replaced the electrical harness in Sept/Oct and they used my warranty for it when they stated was done in May 2023.It didn't cost me anything, but just the fact that they lied about it already being fixed and then that they would take care of it.They used our warranty without even consulting us.

  Customer Answer

  Date: 05/08/2024

  I would suggest that the vehicle be replaced. We have put 10,000 miles on the vehicle and have had to replace the electrical harness, spark plug coil pack and the entire radio, camera and GPS unit. Check transmission still comes up, vehicle still does not always go into park, electrical components don't work, GPS does not always function properly.

  Business Response

  Date: 05/08/2024

  The customer secured financing at there bank for 6.5%. Dons Ford will submit the deal to a bank of choice if the customer asks. Sometimes those banks have indirect programs that do not look at the customers personal relationship with that bank or credit union. The customer has put 10,000 miles on this car and has owned it for 11 months. We have to make the customer aware that if they are not covered by an extended service contract they will be responsible for the diagnostic on the vehicle. Sometimes we do have delays in parts and as the customer stated we have not left them with out a vehicle. We do try and accommodate peoples needs. Dons Ford is not buying this vehicle back. We would be willing to trade the customer into a different vehicle and give him fair market value for his vehicle as of today.

  Customer Answer

  Date: 05/09/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  .We purchased this vehicle with the expectation that everything worked. From day one, that hasn't been the case. The check transmission verbiage still pops up on the dash. The vehicle has been in numerous times for this with no correction. It's pretty scary when your wife and daughter are 400 miles away and they tell you the GPS is giving directions as if they were home and that the vehicle won't go into park. We were left without a vehicle the week before Christmas. We picked up our vehicle on Friday and Sunday the transmission warning came one and the car wouldn't go into park. Monday, the car would be turn over. We were provided a loaner vehicle on Thursday after a lot of back and forth. Yes, we have put 10,000 miles on the vehicle and purchased it 11 months ago, but we have not had it for the full 11 months. We work hard for our money and purchased this vehicle from what we thought was a reputable dealership. How did they not see any of these problems before they sold it?! I know some of them couldn't be foretold, but if they really overhauled it before it went out, they certainly would have found some of those problems. I should have known there would be problems when there was an overdue oil change sticker from another company, in the window. When we picked up the vehicle Drew and James guaranteed us that the car has gone through a rigorous inspection. When I questioned if the cabin filter had been changed they both said of course. No. We checked it that night and sent them pictures of all the leaves, seeds, nuts and dirt in it. Our intent was to purchase a safe vehicle and that doesn't seem to be what we received.  Regards, *** ******** 

  Business Response

  Date: 05/09/2024

  I am not sure how the customer expects someone to predict what is going to happen to a car.  Currently his car is in for a coil and spark plugs. Spark plugs would not even be covered if the car was brand new. We have detailed his car for him to make sure he was happy with the clean. We gas and fill the car on return if we have to drive the car to find the problem. I believe we have done everything on our end to make the customer happy. It is probably best if the customer moves on to another place to do business.

  Customer Answer

  Date: 05/13/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I know that you cannot predict what is going to occur. There is so much going on with vehicle that I would think somebody would be taking a "fine toothed comb" through the vehicle.  Detailing the vehicle is not going to correct the electrical and mechanical issues. Yes, this vehicle was FILTHY when we purchased and picked it up. It was in your service department twice before it was even washed. As far as it being detailed, I'm not so sure if that. I believe that the seatbelts were cleaned because the service manager told us they were. As far as us taking our business elsewhere, you sent the car to your ************** dealership on ********** Drive in Yorkville, on numerous occasions and they weren't able to fix all the problems. They had the vehicle for a month trying to recreate the transmission concern. They said they drove it 200 miles and could not duplicate our complaint. I picked it up, drive it 4 miles and the vehicle would not go into park and the warning came on the dash. I called the ******** service department but there was no answer. I called your service department the next business day and have not heard anything back. I have emailed and telephoned ****** numerous times and have not heard back from them either. The vehicle is now at your dealership with a coil pack replacement. Upon doing that replacement, they found coolant in that area. The service manager stated this could be a cracked or blown seal/gasket/head. It could also mean an engine replacement. Again, things that a fuel up and car wash will not fix. All of these problems need to be addressed and corrected. How can you knowingly allow an unsafe vehicle be sold and driven by your consumers?!  Regards, *** ********

• Initial Complaint

  Date:02/19/2024

  Type:Billing 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 April 28th, 2023 I bought a 2015 dodge ram 2500 pick up from Don's Ford for 33,958 dollars. We picked it up from the dealer on May 4th. Three days later the engine light came on, we took it back to Don's on May 11th. They looked at it and made an appointment for me at a Dodge dealer, Wally's of Amsterdam. June 20th I took the truck to Wally's and they checked it out, said it was transmission problem. I would have to bring it back when they had a technician to work on it. It was July 25th before they could fix it, ended up costing me 2,574.00 dollars. Don's originally said they would take care of it. I have been going around and around with the service manager since then, with various excuses given to me as to why they had not reimbursed me yet. Very rarely does the service department even return my calls. Don's Ford should reimburse me for the 2574.00 I paid for the transmission repair.

  Business Response

  Date: 02/21/2024

  Mr. ***** is correct that we do owe him the money and my service advisor dropped the ball.  I am processing a check and will be mailing it out to him.  Thank you  

  Customer Answer

  Date: 02/23/2024

  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. 
  Hopefully it will be resolved and I will get a check soon for the repairs.
  Regards,
  
  **** *****
  
  
  
  
  

• Initial Complaint

  Date:08/28/2023

  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.

  I bought a 2013 Nissan Altima on June 4th 2022 for about 10k, 14k after taxes and warranty. The car has had consistent problems starting from the first month despite them keeping it an extra few days to have it “completely looked at by the shop”. 06/07/22 I had to have a wheel bearing replaced even though they stated they took car of them before giving it to me, and a wheel speed sensor which did not take care of my TPMS light problem but was told it was fine. 07/07/22 I lost power steering in the car brought it in and was diagnosed as being the steering shaft, and I had a broken heat shield. A few days later the car wouldn’t start and I had to have it towed in and found out that the alternator was also bad. They sent the car back to me “fixed” but the heat shield still rattled. During the 2 weeks it took to get the parts I was never offered any other source of transportation as there was “nothing left in the lot”. 11/25/22 I had to have my rear rotors and breaks replaced, then in 12/01/22 I had to have both rear wheel bearings replaced. 05/02/23 the car slipped out of gear while driving and was diagnosed to have a faulty transmission. I was once again left paying monthly payments on a car that was not drivable and not offered any other transportation. Later on 05/31/23 I had to have both my mufflers replaced as they were completely rotted out despite having the car less than a year. On 07/19/23 the car wouldn’t move out of PARK and I was told I had a bad shifter assembly and before I could fix that problem I found out that my rear tires were shot because of a rotted rear subframe. Don’s Ford offered to make it up to me by “buying out my car”. I waited a week before being offered a car with no warranty for 132 more dollars a month and no warranty. Then was asked to give a 1500 down payment and they would only take my car as a trade in for 1556 dollars less than I still owe on my loan and only if I bought another car from them.

  Business Response

  Date: 08/29/2023

  The vehicle was purchase for 9146 with 1000 down payment and the customer elected to purchase an extended warranty. Total amount financed was 11365.44. The vehicle had 128632 miles on the vehicle when the customer took delivery.  Dons Ford did a complete vehicle inspection which included a NY State inspection, complete check for recalls, Right front door didn't open from the inside which we fixed, Replaced front and rear Pads and Rotors, Installed 4 new tires and performed an alignment.  The vehicle left Dons Ford safe,  The vehicle had over 128632 miles on which would have been AS-IS if she didnt buy a warranty.  On 7/19/2023 the vehicle was here for a Tire pressure light with 147414 miles on it.  My staff attempted to trade her out of the vehicle and we couldn't come to an agreement.  Some customers the bank requires money down depending on their situation.  We have attempted to assist her however she requested we just buy the car from her for what she owed.  We just cannot do that however we will continue to assist with trading her out of the vehicle.

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   My vehicle was definitely not sold to me road safe. My steering shaft was broken which caused me to lose power steering while driving- that is dangerous. The transmission was faulty and slipped out of gear while I was driving- that is dangerous. Then come to find out my rear subframe is so bad when I had a tow truck come get it they insisted it would crumble in the middle of the road if they didn't flatbed it. Multiple mechanics told me how lucky I was to have not had it crumble under me while driving. This is DANGEROUS. Not to mention the multiple things they fixed (ie: wheel bearings, rotors and pads) that I had to have replaced again despite driving under the average amount of miles a year and not even having the car a full year. I have the receipts. Then our "agreement" changed when I had to show up in person a week later after my calls were continuously ignored. Then they have me meet with a man who knows nothing about me or my situation to tell me that not only would I actually be paying the rest of the amount from my previous loan, I'd need to come up with 1500 whilst still paying for my broken down car. Not to mention the higher interest rate, monthly payment and no warranty. They told me they would do everything they could to get me into similar payments and a better car and they did neither. Now they’re down playing the severity of things broken with my car and leaving others out entirely. I’d suggest to anyone buying a car from them get an independent inspection so you don’t get taken advantage of and laughed at. Not to mention the comment that was made, “she bought a 2013 Nissan Altima what else was she expecting” that really proved to me they know exactly what they sold me and do not care. 
  
  
  ********* ******
  
  
  
  
  

• Initial Complaint

  Date:05/22/2023

  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.

  Thanksgiving 2022. 24,600 + 4000 for a warranty truck has been at there garage since April 20 2023 broken flange bolts which I was gonna pay to have done discovered a cracked exhaust manifold warranty issued approval for 11.1 hours to do the repair Dons ford says it's a 30 hour job and wants me to guarantee to pay the difference and is now refusing to work on it I'm making my 2nd payment while it's sitting in there lot warranty company talked me through the process and feels Dons ford is taking me for a ride they sold me this warranty and now they aren't backing it the warranty adjuster advised me of the book work hours and were even generous by adding an hour and half in case bolts break I've owned it 6 months and they claim to have thoroughly looked it over a cab corner rotted out a/c doesn't work back windows don't work rotted bolts no owners manuels and nav card missing both were there when I test drove it

  Business Response

  Date: 05/24/2023

  We were waiting for the warranty company to approve the repairs.  They took pictures and they were not satisfied with the pictures.  We had to send additional photos and then they approved the repairs but did not include enough time for us to complete the repair.  They finally approved enough time for us to complete the repair and we are working on  the truck. We spoke to Mr. **** and he is aware of the situation and is ok with what we are doing. 

• Initial Complaint

  Date:02/17/2023

  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.

  On 2/15/2023 my wife and I purchased a 2017 **** after 2 days of them trying to reset the computer and finally doing so, we then signed the agreement. At 3:00pm on 2/16/2023 my wife began having issues with the vehicle, it lost power, made a louder noise and the engine light came on. That night we told the dealership, they towed **** to their garage. On 2/17/23 at 11;00 am I called service, at 1st the man said that they would look into after any appointments. I told him that we just bought it and that we should have some priority and lost connection, shortly thereafter he calls back and says tech support will look after lunch, we are still waiting. My concern is I only have 3 days to return it and if we bought a LEMON, time will have lapsed and we won't be able to return it. There was another issue that that warrants our concern. 1. Front tires that are just able to pass inspection. they metered 5 out of 4 to pass, salesman told me that with summer coming we would have to replace them anyways. Result-they were not replaced. I know we bought anyways. But still a concern. We want this to work out, but we only have 3 days, I know this a used vehicle, but it's lot on our income and we can't afford issues with it. If i didn't make this known, we would have on leg to stand on or (any recourse). We are also sending this to the New York Attorney General, I'm sorry but we have to protect ourselves.

  Business Response

  Date: 02/21/2023

  ***** was upset because he had to leave me a message when he called because I was on another call.  I called ***** right back and he advised me that he was putting in a complaint so he can return the car if needed.  Which he cannot do and I explained that to him.  However, we fixed the minor issue he had at not cost and he has picked up his vehicle and we have no issue. 

  Customer Answer

  Date: 03/03/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   I am out of the country until 3/08/2023   Regards,  ***** ********* ** 

  Business Response

  Date: 03/03/2023

  i guess we can agree on one thing.  ***** is not happy with the response however the only response I can give is I cannot fix the vehicle until he brings it in.  We have everything ready and set up for him.  We have attempted to call multiple times.  As soon as you bring the vehilce in we can correct your issue

• Initial Complaint

  Date:06/30/2022

  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.

  I bought a 2017 ******** ******** from Jim M***** at DONS FORD on 5/9/22. The day I left with the car, it was cool outside, but the following day was 85 degrees at which point I realized the air conditioner didn’t work, along with the DVD player that they said was fixed and all set before I signed the buyers agreement. Jim and Andy, tried to make me believe I had to use my extended warranty I purchased to fix these things. It wasnt until I told them if they wouldn’t fix it without my warranty, that I wanted my trade in back. The sales man told me multiple times he would set up an appointment for me and would tell me a day he plans for the appointment to be, but that he would call back to confirm. I would leave the car and have a rental set up for me, he told me this for over a week, which ended up in me having to contact the service manager to finally get an appointment set up. I bring my car out for them to tell me they have no rental for me and to set up another appointment to bring it back to get fixed when parts arrive (I live 50 minutes away). Parts arrive and appointment was set up for a week later, was told it would be done later that day or overnight, that was on 6/15/22. Here we are 6/30/22, I have been in contact with the service manager John for a week and a half and every time I talk to him he told me he was waiting for my car to get back from ******** to finish the ac lines and it would be done the next day or following day (I have been told this 4 separate times) I’m going out of town on 7/4 and have told them the vehicle they have rented me does not fit my family of 6 and golden retriever. Today on 6/29/22 John told me ******** was almost done with the ac lines ( a couple hour job according to him)but they never touched the DVD player, originally was told ******** was fixing the DVD PLAYER and they would replace the ac lines when it returned, have gotten nothing but the run around from this place and never recieve calls back, always have to call back

  Business Response

  Date: 06/30/2022

  We are fixing the vehicle and we are paying for a rental vehicle for her.  We spoke to the customer on 6/30 and offered to give her vehicle back to her so she can go on her trip and she said no she will stay in the rental car.  The a/c is repaired already however the TV's need to be rewired. Which we are working on however it will not be done until next week. She is completely fine with these updates

  Customer Answer

  Date: 07/13/2022

  I have already filed one complaint in regards to the 2017 Chrysler ******** I purchased from this dealer, that was 2 weeks ago at which point they told me my car would be started Wednesday (7/6) Now I’m being told they finally figured out after having my car for 4 weeks that they ordered the wrong DVD PLAYER.John the service managers response to me when I said Im not going to be able to take a trip anywhere all summer with my family was “that’s a real easy fix come get your car with a broken DVD player” WHEN THEY ADVERTISED IT WITH A WORKING DVD PLAYER and also told me it was fixed because I wouldn’t sign the buyers agreement until they claimed it was fixed.which just verifies that this place has been giving me the run around the entire time and really most likely has/ had no intention of fixing the DVD PLAYER.I also told John how ridiculous their customer service is and no one ever returns calls when they say they will he apologized and said hed give me a call at the end of the day Monday or Tuesday morning.it is Tuesday night and I never heard from him. I also only found out this information by reaching out to ******* Chrysler myself, which is who is doing the work on my car.and when I asked John at dons Ford on Monday why no one ever called me on Friday to tell me they ordered the wrong DVD PLAYER, when originally, he told me on Wednesday 7/6 that my car would be done on Friday 7/8. He said he did talk to me on Friday and told me the manager at Chrysler quit that day. I NEVER RECIEVED A PHONE CALL FROM DONS FORD! I CALLED AND LEFT A MESSAGE ON FRIDAY 7/8 at dons Ford after talking to Chrysler and no one ever returned my call. This place is clearly just as bad at organization, as they are customer service It is now 7/12 and I have no information on when they will have a new DVD player And as stated before because I know this will be their response I have a rental at no cost to me, but have explained to them multiple times it does not fit my 4 kids safely!

  Business Response

  Date: 07/13/2022

  We have sent the vehicle to the Dodge store and we are waiting for it to be completed as well.  We are doing our best to get the vehicle back to her.  We have no control over parts or getting a vehicle done at another service department. We have offered her  to take her van back until parts come in and she advised we should just keep it.  Tell us why here...

  Customer Answer

  Date: 07/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ****
  
  

   At this point, it’s not even about the amount of time it’s taking, it comes down to them telling me countless times that it would be done in a day or 2, without clearly confirming that was the case, when they’ve been telling me that for weeks and clearly they didn’t even start working on it until a week ago when they realized they had the wrong DVD player! It’s about me never receiving phone calls about updates on my vehicle or receiving calls back when they say they will. Not one time have they returned my calls when they say they will. The service i recieved during the car buying process is not the same service im getting now that the car the sold me has issues! It’s about the complete lack of communication. You can not expect me to not get upset after being told countless times it would be ready in a day or 2, and to then on top of that, having to reach out to be told a new excuse every time! BE UP FRONT stop giving me the run around to put me off for a couple days! Also as stated they said I could come pick up the vehicle and bring it back when parts return, I have already driven back and forth from Syracuse to Utica 4 times for this vehicle! And with the price of gas, on top of 4 kids and a job, I don’t have the funds or time to drive back to Utica 3 more times at the minimum! I switched my ********r for a van so my kids could ride comfortably, and im now driving around a 5 seater! 
  
  
  

  
  

• Initial Complaint

  Date:05/24/2022

  Type:Product 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 may 3rd I canceled my extended warranty and dons ford was supposed to send the refund money to the bank to go towards the loan payoff. I have called and left at least 10 messages and no one ever calls back. By law they are supposed to send the warranty refund back to the bank but they are trying to keep the money. Amount 3,1082.00 the money is owed to Wells Fargo for a car loan

  Business Response

  Date: 05/26/2022

  On Sept 29, 2021 **** ******* purchased a vehicle and traded in a 2021 ******* that that he owed 32151.55 on.   We mailed the check to Carmax to pay it off and they advised us that Mr.******* owed 6000 additional. They advised us that Mr.******* bounced a check for 6000 to them and if we wanted a title we needed to pay it. We called Mr.******* and he told us tough and that we needed to pay it.  In Fact Mr. ******* owes us 6000 dollars and we will not be sending him anything. 

  Business Response

  Date: 05/26/2022

  On Sept 29, 2021 **** ******* purchased a vehicle and traded in a 2021 ******* that that he owed 32151.55 on.   We mailed the check to Carmax to pay it off and they advised us that Mr.******* owed 6000 additional. They advised us that Mr.******* bounced a check for 6000 to them and if we wanted a title we needed to pay it. We called Mr.******* and he told us tough and that we needed to pay it.  In Fact Mr. ******* owes us 6000 dollars and we will not be sending him anything. 

  Customer Answer

  Date: 05/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  **** ******
  
  
  
  By law the car dealership is required to payoff any monies owed to the loan holder so what the dealership is stating is they don’t care about the law I owe them no money. And they need to pay Wells Fargo the money owed to them by law 

  Customer Answer

  Date: 05/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  **** ******
  
  
  
  By law the car dealership is required to payoff any monies owed to the loan holder so what the dealership is stating is they don’t care about the law I owe them no money. And they need to pay Wells Fargo the money owed to them by law 

  Customer Answer

  Date: 07/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  BBB spoke to customer and the following was relayed:

  There was never a $6,000 check that bounced or amount due. I owed $2,400 which has been paid. The warranty money was supposed to be sent back directly to the bank, which was not done. The business owes me $3,100 for the warranty that was cancelled.

  
  Regards,
  
  **** ******
  
  
  
  

  
  

  Customer Answer

  Date: 07/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  BBB spoke to customer and the following was relayed:

  There was never a $6,000 check that bounced or amount due. I owed $2,400 which has been paid. The warranty money was supposed to be sent back directly to the bank, which was not done. The business owes me $3,100 for the warranty that was cancelled.

  
  Regards,
  
  **** ******
  
  
  
  

  
  

  Business Response

  Date: 07/01/2022

  Vehicle purchased on 9/29/21 payoff given by customer and verified was 32151.55.  Check sent to Carmax for payoff 32151.55 on 10/1/21, receipted on 10/06/21.  We called looking for lien release and Carmax advised us that you owed an additional 6000 dollars.  We called you and you told us thats on us and we needed to figure it out.  You signed a form that states you will supply any lien releases to clear any liens on title.  You still told us that it was our problem.  After many attempts to colect we were forced to write a check on 12/16/2021 for 6323.84 to satisfy your loan.  Clearly we owe you nothing and if I choose to pursue legal action you will lose.  See all attached forms.

  Business Response

  Date: 07/01/2022

  Vehicle purchased on 9/29/21 payoff given by customer and verified was 32151.55.  Check sent to Carmax for payoff 32151.55 on 10/1/21, receipted on 10/06/21.  We called looking for lien release and Carmax advised us that you owed an additional 6000 dollars.  We called you and you told us thats on us and we needed to figure it out.  You signed a form that states you will supply any lien releases to clear any liens on title.  You still told us that it was our problem.  After many attempts to colect we were forced to write a check on 12/16/2021 for 6323.84 to satisfy your loan.  Clearly we owe you nothing and if I choose to pursue legal action you will lose.  See all attached forms.