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:09/24/2024

  Type:Product 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 purchased a **** **** ***** ** from Midwest Auto Connection in Fairfield OH in mid December of 2023. I financed over 25,000 dollars (including the warranty). On February 22nd of 2024, just two months after purchase I started experiencing a lack of power and the check engine light came on. I took the vehicle to ******* Ford (invoice attached ) in ******** **. The dealership proceeded to explain to me that the vehicle had been modified so much that the warranty I purchased was void and useless. They also informed me that to work on the vehicle I would have to spend a minimum of three thousand dollars just to penetrate the modifications. None of this information was disclosed to me at the time of purchase. Additionally, ******* Ford contacted the warranty company to make sure I could receive a refund because it was no good. It took five months for Midwest to pay their portion of my warranty and to be honest I'm still not sure it has been taken off my loan amount to date. My payment has not lowered and I can not find a mechanic or dealership that will work on this vehicle without having to spend thousands of dollars to reverse the modifications. I am seeking Midwest to buy back this vehicle or at the very least fix the modifications so that I can keep it in good repair. Because none of the modification information was revealed to me at time of purchase I feel this transaction was unjust and filled with deceit on behalf of this dealership. I am now making payments (that still include the warranty) on a vehicle that I can not drive. Attachments include: the purchase contract, warranty information and invoice from ******* ford. (I was unable to submit documentation due to file size) I have all documents and can submit another way if possible.

  Business Response

  Date: 12/12/2024

  We had the customer drop the car off and we took care of the issues. 

  Customer Answer

  Date: 12/12/2024

  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. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  Date:03/17/2024

  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 Tuesday, March 12, 2024, my son visited Midwest Auto Connection in Cincinnati to test drive a car. He told us he liked it and I called the salesman, Josh to negotiate a price. I live in ********* and could not negotiate face to face. I asked Josh if I could have the car inspected. He gave me the name of a place and drove the car on Wednesday March 13, 2024 to an automotive place he recommended. We paid $145.10 to have the car inspected. After inspection, I negotiated a price with Josh and his manager David on Thursday March 14, 2024. He told me they prefer customers finance vs paying cash so I filled out an application online. Josh said we could complete the paperwork Friday March 15, 2024 when we came in from ********* (3.5 hrs) to pick up the car. On Friday March 15, we left ********* around noon. At 1:30pm, Josh texted me and asked “Are we still looking at 3-4?” I replied that we would be there at 3:30p. Then, he called me at 2:59p to tell me that the car was sold while he was on his lunch break- his manager, David, who had negotiated our price just the day before, sold it. Josh said the car was sold while he was at lunch and that it had gone through another inspection that day (I called the place where I had the car inspected just the day before - the place Josh recommended for us to go- and they told me that car was not inspected there that day; they lied to us) Josh texted me at 1:30p and asked when I would be arriving and said nothing about the car being sold from under us. We drove 3.5 hrs to pick up the car. We paid $145.10 to have it inspected. We operated in good faith and they did not honor their verbal commitment to us. I am submitting the text exchanges with salesman Josh to show he knew we were coming down to pick up the car. You will first see his recommendation for an inspection place, the finance app to fill out, and the text asking when we will arrive….

  Business Response

  Date: 03/20/2024

  Our company policy is that we do not hold cars without a non-refundable deposit in place.  There was miscommunication between Josh the salesperson and customer.  Josh said that they wanted to come and see the car before finalizing anything.  Unfortunately we had another customer come and purchase the car.  There are many times when multiple people are looking at same car, so we made the policy that we only hold cars with non-refundable deposit to keep things fair between the 6 salespeople we have.  

  Customer Answer

  Date: 03/20/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ******** ********

  1. salesman Josh is not telling the truth. As you can see on the text string submitted earlier, Josh knew we were coming to buy the car. He did not ask for a payment to hold the car. He sent a link to finance the car and he said we complete the rest of the paperwork when we came in the next day.He wrote that on the text I submitted. This shows the business is not telling the truth.

  Customer Answer

  Date: 03/22/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ******** ********
  
  1. salesman Josh is not telling the truth. As you can see on the text string submitted earlier, Josh knew we were coming to buy the car. He did not ask for a payment to hold the car. He sent a link to finance the car and he said we complete the rest of the paperwork when we came in the next day.He wrote that on the text I submitted. This shows the business is not telling the truth.

  Business Response

  Date: 03/25/2024

  I understand the frustration from the customer, but i can not change our policy.  There was no deposit on the car.  I attached a copy of ****** showing the inspection from **** ***** *****.  They took the car March 15th to get it inspected.  

  Customer Answer

  Date: 04/05/2024

  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, reasons for rejection are included below.

   

  He attached the ****** report showing the 2nd inspection on the car on 3/15/24.  Our inspection was on 3/13/24 and NOTE - the inspection was titled "PRE-DELIVERY" which indicates from this 3rd party automotive inspection company that the car was being sold to us and that this was a "pre-delivery" inspection.  

  As for the Business' policy of receiving a deposit on the car, this policy was never discussed by this business and as you can see in the text string evidence, Josh the salesperson never mentioned a deposit but it was clear we all were on the same page of us coming down to pick up the car after I submitted the credit, financing request, and paid for the inspection, which came out well.  

  I would like the Business to provide the policy that shows a deposit is required. And even so, with this type of business, it is evident that a deposit isn't always required and that we were led to believe that this car was sold to us, especially after we paid for the inspection on it.  I want reimbursement for the inspection, our mileage to Cincinnati to pick up the car, and the time my husband had to take off from his work that day to travel to Cincinnati.
  
  Regards,
  
  ******** ********
  

  Business Response

  Date: 04/18/2024

  I understand the frustration.  Talked to the owner and to Josh about everything.  Josh says they did not want to complete the sale until they saw the vehicle, so he did not go any further with them.  We needed better communication to explain that the car is still for sale without a non refundable deposit or paperwork.  We have multiple people working deals on the same car every week.  It is the way the car business works.  We are not going to refund or compensate for trying to buy a car.  

• Initial Complaint

  Date:01/10/2024

  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.

  I financed a car from this place in July. It was broken down and undrivable by October. I spoke to the manager twice about this issue and he is very dismissive. He puts the blame on me. The engine is locked up and the car will not start. I'm paying all this money for an undrivable car and this place will not trade it in or repair it.

  Business Response

  Date: 01/11/2024

  We sold James a 2015 Ford Taurus on June 30 with 126,038 miles on it.  I received call in November that he was having issues with the car.  At that time he did not know what is wrong with car, just that it was overheating.  I just explained to him that he would have to take it to a repair facility to get it looked at.  I explained that he bought the car as-is with no warranty.  I did tell him that i saw on the vehicle history that he had it serviced the end of September and had put 4200 miles on the car.  I asked if they had mentioned any leaks or issues.  I feel for the customer, there is nothing i can do.  

• Initial Complaint

  Date:10/28/2022

  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.

  I was sold a **** *** **** ********* 126k miles on it on October 8th 2021. Along with a 3000$ Level 2 ******* ****** extended warranty by salesmen john m***** he stated the only issue with the truck was the gaskets and told us that our extended warranty company will cover the cost of the gaskets also as it stated in the brochure that was provided to us but failed to mention that seals and gaskets under the level 2 warranty were void after 125k miles. I took my truck into a shop and got a 4500 bill of repairs everything that should be covered under the level 2 warranty was in the bill of repairs but the warranty company would not pay anything but 500$ of it and could not give me or my mechanics a reason to why they could not cover anything that they should have so I called Midwest auto connections a guy named Jason who was in charge of selling me the warranty told me everything should be paid for by ******* ****** but they were refusing to do so there for I asked for a full refund on the warranty Steve w**** stated that I could not get a full cash refund it would only be partial and would be taken off the balance of my auto loan there for I would like my money fully reimbursed for my extended warranty and all the repairs I had to pay out of pocket for and was sold a lemon basically and a void warranty right of the rip and the truck still has so many more repairs needing to be done we just took care of what was urgently needed

  Business Response

  Date: 11/14/2022

  I followed up with ******* ****** on the claim.  They paid for the power steering pump and for ignition coils.  I did not see them on the estimate that was sent over.  I have included the coverage information from ******* ****** on what is covered on level 2 warranty.  You are correct seal and gaskets are not covered on any vehicle over 125k miles.  Shock and struts are not covered on any warranty, they are considered wearable items.  ******* ****** will cancel the warranty, they prorate the miles and time.  The refund would go back to ***** since it was financed.  The warranty is not void, it covers everything listed in the covered items.  Midwest sells ever vehicle as-is, ******* ****** is a third party warranty company.  We do not have any say in there rules and regulations.  We have used them for a few years and found that they do pay claims on covered items.