ComplaintsforMontrose Ford, LLC

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I read a post on here with the EXACT situation. I purchased 2 cars in January 2024. I have contacted the finance department several times... Including recently and said it may be 16 weeks. I have emails with the paperwork. I have spoken to thr manager who said they would fix it. Nothing. I am owed for 2 different vehicles!

  Business response

  05/22/2024

  One of the two has been refunded to the lender , the second one is still in process .  I am not clear why the refunds were not together.

  Customer response

  05/28/2024

   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.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased my current vehicle from montrose ford in August 2023. I had my own financing lined up when I went into buy the truck. They told me I had to use their approved financing and that I could refinance with my bank once the purchase was completed so that's what I did. Their financial institution was *** ****** *****. I refinanced my truck with my own bank ********* ****** ***** in September I was told I would need to contact montrose to cancel my gap insurance and issue me a refund. I contacted them and on October 3rd after quite the run around I got a text message from their manager ***** ****** saying that the gap Insurance was canceled and my refund should be issued shortly. In December I contacted montrose to inquire why I had not received my gap insurance refund they told me I never filed for it and I had to start the process over again with ******* *******. That ***** had been fired. ******* told me that they issue checks on the 10th and I missed the deadline for December's refund. It's January 2024 and now she's saying that once a refund check is filed for it takes 16 weeks to issue a check. Id just like the money they owe me.

  Customer response

  01/29/2024

  This case should be marked as resolved. Montrose ford mailed me the gap refund check and I received it in the mail today. I am not sure if you getting involved resolved it. But I was unable to achieve anything until after I notified you. 

  Thank you sincerely for all your help. 

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My girlfriend hit a deer I took her car to Montrose collision with an estimate of $3100. In the end the repairs in at just under $10k. I went to pick up the car and something is grinding or rubbing somewhere around the front driver side tire. It was not making the noise before I dropped it off and the insurance won't cover it. Montrose wants me to pay diagnostics and tow fee out of pocket for something they did. The vehicle has been at Montrose collision for 2 months now and it's mechanically worse than when I delivered it 2 them

  Business response

  02/06/2023

  [BBB transcription via phone call]

   

  The business stated the vehicle had check engine lights on and they sent it to a Chevy dealer to diagnose the issues from the accident. Those issues were then addressed. Meanwhile a part was rusted off. The consumers insurance did not cover this. The business took care of everything the insurance covered and went above and beyond for the consumer by taking the vehicle to the Chevy Dealer when the engine lights were on. The business offered to repair the rusted part at a discounted price, but will not fix it unless the consumer pays out of pocket. The consumer declined.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I DROVE my vehicle to Montrose Ford because my dashboard lights came on indicating a problem. Montrose Ford had another Ford dealership pay for the diagnostic testing (as Montrose Ford believed ******* Ford may have damaged something on a previous repair). ******* Ford paid the diagnostic fee. I would like to drive my vehicle away from Montrose Ford but they won’t put it back together because I don’t want it repaired there. The vehicle was drivable before Montrose Ford took it apart I just would like it put back as I gave it to them.

  Business response

  11/03/2022

  [BBB Transcription via Phone]

  Steering gear box was broken when we took it apart. She needed to get it repaired for it to be safe to drive. She didn't want us to do it. She had the vehicle towed out. 

  Customer response

  11/09/2022

   I am rejecting this response because:
  
  after paying $997 to Ford Montrose for a diagnostic and labor cost and getting my vehicle towed to another garage. I have been advised that my steering gear does not need  to be replaced. But I do need a Fuel pressure sensor, a battery, and more programming test to be ran. It doesn't make sense how I was allegedly being charged $4,000 for a steering gear box at Ford Montrose but after getting it taken to a local shop have found out that this was completely the wrong diagnosis. I feel as though they took advantage of a young black woman. I'm extremely hurt as I've been paying for rentals, my car payment, my car insurance, and already came out of pocket to Ford $6,000 for a transmission plus being charged $997 for a faulty diagnosis. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2017 ***** ***** from Montrose Ford for $17,000 after paying on it for over 2years, they contacted me to come in and refinance my loan!! After they refinanced it, she told me that I now owe $17,000 on my loan! That's not right and when I asked about my GAP REFUND, she said I didn't have any money coming! I have tried to get them to work with me but they just ignore me!

  Business response

  08/16/2022

  The refinance was done and there was a gap policy in the new loan also . The first loan was not cancelled .,I did today and  the refund of $ ****** will go directly to him . I am no sure why the first bank did not  send him the refund when the loan was paid off  .  Thanks

  Customer response

  08/18/2022

   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.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 25 th I purchased a ************************************************************************************************************ order to get that discount I had to provide a four digit code that was provided by **** motor company, I specified in NO uncertain terms I did not want any add ons! I was not provided a copy of my paperwork on the spot instead I was handed a thumb drive and to which I pulled it up on my computer once I got home and immediately seen were the finance lady changed my refusal to yes I wanted over seven thousand dollars in addons! I directly when back to the dealership and spoke to the manager and he said yes sir I heard you specify you did not want anything extra and he said he would get ahold of the finance company and remove the charges, my finance company sent a letter stating that because he added it to the base price of the car (effectively voiding the * plan price) that could not remove these add ons . I have emailed the manager and he says he will get this resolved but it's obviously just a stall tactic! I don't no how to upload these documents and will need to mail a copy thank you

  Business response

  03/14/2022

  The customer did come in to Cancel the extras . It takes a couple of weeks to go through the system .His credit to the lender will be for the full amount .

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a widowed hospice travel nurse. After 3 days on my assignment in Ohio I totaled my car and needed a new vehicle. My credit isn’t great and I needed to find a car in a state where I knew no one. I went to Montrose and spoke with **** ***** who promised me he would make sure I was taken care of. I told him I needed a reliable vehicle for the type of work I do and now a single mother. I test drove a car and ask for the car fax multiple times. The next thing I know I’m singing for this car and forgot all about the car fax(which is what he wanted). After driving the car home to NC from Ohio I immediately noticed a rotor issue and took it back for repair. The company tried to make me pay for it, but I refused because I barely had put 300 miles on it before I realized this was an issue. They did cover that. I also told them about a clunking sound but of course they didn’t hear that. In November the sound got louder and I took it to another Ford dealer and replaced the struts. Sound still there. Dec 21 I hit a door and had to have repair work done and this is where I learned this car was in a bad wreck. The person fixing my car said the work was not done currently and that’s where the sound was coming from. Now I have a car with 64000 miles on it and the transmission is done. Montrose will not return my calls or help me with a solution. I feel as if I was taken advantage of due to my situation. I realize things happen but I had a 2013 Ford Escape and when I wrecked it there was 203000 miles on it and NEVER had issues. I have never been treated like this and no one there will talk to me and offer a solution to right the wrong that was done. Car salesman have a bad reputation because of this. I really regret not going home to buy a car but I had no idea people could be like this. Money is the root of all evil. No one should do business with company. Especially **** Moose. He knew what he was doing.

  Business response

  02/28/2022

  what city and state does she live in ? 

  Customer response

  03/02/2022

  My legal address is still in NC but currently I am still a travel nurse in Ohio. I am currently staying in North Ridgeville.
  
  

  Business response

  03/09/2022

  There is no **** ***** that ever worked here , her sales person was **** Mills , **** has  the best reviews for customer service and I the years he has been with us I have had no issues with him. The customer has put on 34,000 miles on when the problem came up on the transmission . I was taken to Liberty Ford about 20 miles away . She called **** **** our General Manager and he told to bring the car in . She did not , The warranty she purchased from us would of covered the transmission . She claims that we did not return her call but she spoke to both **** and **** ,  All she needed to do was bring the car in . I have no Idea why she purchased another warranty from another company . Attached are the  Buyers order showing the service contract and a copy of the policy . Any customer with a service problem generally brings the vehicle or has it towed in.  There is no need to call the General Manager or sales person to get service work done .

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an extended warranty with the vehicle I purchased with them. I recently sold the vehicle and am trying to get the pro-rated funds back. I spoke with ******* and she said I needed to email her the **** of sale with all the truck info and she would get it taken care of. I sent the email that day and never heard back, have called multiple times and left messages with no response.

  Business response

  02/21/2022

  The termination was sent to the warranty company on 1-25-2022   . He spoke to ******* on 2-10-2022 and was told it as in process and we would refund to him when we get the credit on our statement . It has been taking between 45 an 60 days but the termination date will be January 25 th 

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in March 2021. I purchases a warranty and gap coverage at that time. In November I contacted the finance department, ********, to cancel both as I was refinancing the vehicle and wanted that refunded to the lender so I didn’t have to finance that again. Since then, they will not answer or return calls or emails and it’s now February. I have already refinanced the vehicle and have to pay on this plus interest since they have still not canceled it. I am demanding a full refund of the price since it is now going to cost me the price plus interest on something that should have canceled months before I refinanced. It would have been prorated if canceled when I requested it but since no one will settle this, I am not going to accept a prorate and still have to pay all the interest. At this point, I am demanding interest be paid to me on the 4000 that they are holding of my money. So far 3 months at 15% and counting. This would have all been avoided If the dealer would have done their job.

  Business response

  02/07/2022

  The cancellation authorization form was was returned to us by him on 1/15/2022  it is in process now and to be sent out before the end if this month , The policies were cancelled per the contract . It will be prorated as per the agreement . 

  Customer response

  02/07/2022

   I am rejecting this response because:
  When I spoke to your finance department on November 30th I was told all she needed was a picture of the mileage and I provided that the same day. I called and emailed numerous times to see what else was needed to finish it. No one from the finance department including the finance manager, the sales manager or the salesman I dealt with would return a call or reply to email. I understand that it should be prorated but November 30 is the date this should have been done. I still feel it is a terrible way to do business and you have held MY money for months. Because of your lack of a response, it cost me a lot more.
  
  

• Initial Complaint

  12/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I Filed Bankruptcy quite a few months ago. Even before it was settled these people started sending me this crap in the mail about buying a new car. Over about the last 6 months or so I have tried to get them to stop sending my their junk mail. I called spoke to people and got hung up on, I left messages on voicemail, and have also texted them with no avail. Now it is just harassment, they know I do not want to deal with them and I still get flyers. THIS NEEDS TO STOP, NOW! Quit ambulance chasing people

  Business response

  01/14/2022

  I have sent notice to the  mail company to delete  will take 60 days to remove

  Business response

  01/14/2022

  Please be advised that we have 3 ****** ******* in our data base and none of them are at the address listed on the complaint    thanks

  Customer response

  01/15/2022

  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.

*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. ↩