ComplaintsforFerguson Superstore

• Initial Complaint

  04/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a 2017 Buick Enclave from this dealership in October. I was told that they were going to replace the rear door seals on my car because they were very obviously broken. I talked to my salesman ***** several times between Oct-Jan, then he quit responding. I texted and called the dealership several times, leaving messages to call me back, and no one will return my calls. Its now been 6 months and my car is still not fixed, and I'm unable to reach anyone to talk about it. I want my seals fixed like they promised they would fix. They are not doing correct business practices. I called the parts **** at the dealership and they said they did not have any parts on order for me, so ***** has lied to me several times over the last 6 months, and is now ignoring me.

  

  Business response

  04/19/2024

  Got in contact with customer, we are completing the services promised at time of sell. Customer's vehicle should be completed with the next few business days

  Customer response

  04/25/2024

  I have reviewed the business response and accept this resolution. They followed through with what they promised at time of sale. They got my seals in and replaced them within a week. Thank you!

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled a warranty. I have been paid the refund for a warranty from this dealership for the 11 months of payments. I have not been refunded the initial payment I made of $999.00. I want the $999.00 refunded to me.

  Customer response

  02/24/2024

  I have attached the warranty agreement.

  

  Business response

  03/12/2024

  Customer purchased a ************************ Contract on 11/08/2022, customer decided to cancel *** on 12/13/2023. Cancellations are a prorated amount, and the customer received a *****% cancellation refund less the ***** cancellation fee, due to the 13 months the *** was active.  *************** Contract was a 3yr or ****** mile contract and was active for a little under 13 months which resulted in the *****% Cancellation refund. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been dealing with them re:2023 Kia *********purchased new in Nov 2022 from *********.The vehicle started making a grinding noise in early August. Husband immediately contacted Ferg for an appointment-earliest avai was Oct. He took the car to app-they couldn't figure it out. They wanted us to leave the car but we couldn't as my husband was traveling for work. Next app was 11/2/23.11/2/23 - left car-no loaners. Picked up car to travel for the holidays on 12/12/23. Ferg assured us car was safe to drive/ordered add'l parts-made app to return to Ferg 12/27/23. 12/27/23-parts replacement made car worse-told they weren't sure the car was safe for me to drive & they would arrange for me a rental as no loaners. I was told I'd have to pay part-Ferg was going to continue troubleshooting. Told on 01/03/24 to contact Kia *********would investigate if a buyout or replacement vehicle was option. Ferg was calling a field service engineer-quickest availability was 02/13/24. Also advised that the dealer opened a case for me with Kia ********** contacted Kia ******** 01/03/24, 01/16/24, & 1/17/24-given # for case mgr finally. Left msg. Rec ret my call - stated she would send it for rev to see if we qualified for buyback or a replacement. She stated she would expedite it (as we are moving to another state) and would take 24 hrs-2 weeks. Called 02/01/24-told backlog but could possibly be done as early as the following day. Called again 02/02/24-told it could be up to another week. Called 02/13/24-left two voice mails.I have been paying for a rental (since 12/27) & is an ongoing expense. We're also making monthly payments for a vehicle we can't drive. *** says I must pay rental up front. I have all maintenance ************************ w/dealer. Ferg was advised in early Dec that we are relocating 1k miles. I was told 02/13/24 that a field svc engineer arrived & THINKS he's figured it out, but have to get approval from *** to do the work as they have to send it to a body shop.

  

  Business response

  02/15/2024

  Reached out to customers, to make sure they know we are doing everything we can in regards to getting the Field Engineer from *** out to the dealership so we can get the problem fixed.

  Customer response

  02/15/2024

  I am rejecting this response because:   I was told the ***** Service Engineer was already there. Was he there or not? 

  Customer response

  03/22/2024

  The dealership has resolved the issue.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband and I purchased a 2015 Buick Enclave from Ferguson Kia on 12/14/2023. We paid ******** in a cashiers check. We were told several times that it had been checked and certified by a Buick certified dealership. We were told three items when replaced. It took us a week to start setting up settings. First of all when I went back to review the packet I received about the vehicle I noticed that the price was set at ********* but we were told it was ********* plus the ****** fee. I was told the price was firm even though it was over market value because they spent ******** replacing brakes, tires and control arms. We were assured at that time that they had gone through the car and everything was in working order. When we began to try setting up features we discovered that the navigation as well as other systems had not been updated since 2012. I read in the user manual that I could go to a website to update. When I entered my vehicle information I was told there is no way to update the system. I immediately contacted my sales person who immediately contacted a person in the dealership to help me with a solution. I was referred to a website to see about purchasing an update. When I went to the website I realized it took me to a third party business to BUY a whole new system. So I began to realize I just over purchased a vehicle that at least half the features would not work. I can not even get the navigation system to show my address. This also effects things like the traffic icon or weather among others. When I said it was fraud to advertise a vehicle and present the options as part of the working product I was told that they are sorry that Im not having a good experience. You can see in the packet I received that it shows the navigation working I believed them. When selling a vehicle has a major operation system like that and at the very least be able to purchase an update for is fraud to me. This should have been disclosed.

  

  Business response

  01/25/2024

  We reached out to ********************, we refunded the $500.00 Difference between the internet pricing which was changed on the same day customer purchased vehicle and the contracted sales price. We also purchased a Garmin System for customer to fix the **** Navigation System. 

  Customer response

  02/13/2024

  My husband and I were happy with the response to our issues and worked with the dealership to deal with the problem. Thank you to them for making the situation right. 

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April of 2022, I purchased a 2008 Toyota Tundra (Crewmax) from Ferguson Superstore (Buick/GMC). Upon looking the vehicle over and inspecting the maintenance paperwork prior to purchasing the vehicle, I was informed that one of the cylinders had misfired when being serviced. After asking about the nature of the misfire, I was wrongly informed that it was due to water from detailing the vehicle getting into the spark plugs. As this did not immediately concern me, and the vehicle ran perfectly at the time of inspection, I purchased the vehicle. When going through the purchasing process, I was sold a "warranty" by the dealership that promised "bumper-to-bumper" service including powertrain, electrical, etc. When signing the warranty contract, I was provided a single page of the contract detailing the cost, name of service contract, and the vehicle covered. No information was provided that detailed exceptions, restrictions, etc. and I was verbally told that the service contract would cover all powertrain issues. At the end of May, the truck began misfiring and engine code appeared. It was immediately taken in for service, at which point I was informed that there was damage to one of the cylinders and the entire engine would need to be replaced. The auto shop informed me that a head gasket had failed and coolant had mixed in the cylinder, damaging the cylinder walls. The warranty that was sold to me through the dealership denied coverage due to the fault of the damage being from a non-covered part (head gasket). While the warranty company did provide me with the full contract (missing my signature) stating the exception to coverage, the Dealership did not provide this information at time of purchase and verbally stated that the warranty would cover everything related to powertrain. The cost of repairs out-of-pocket for the engine are quoted at approximately $10,000 .

  

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/06/07) */ *********** our Used Car Director spoke with Mr. **** and made arrangements to get the vehicle here so we could take care of his concerns. Thank you for your help with this matter. Consumer Response /* (2000, 7, 2022/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) *********** with Ferguson has reached out and worked with me to resolve the issue.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I came to visit. Our Kia is still considered new with a full bumper to bumper warranty. When we got to Oklahoma, "from California" the check engine light began flashing. The car was towed to Ferguson on 3/9/22. Not Only is it a trip interruption on a fully warranted problem but my husband is active duty military about to be deployed. It took weeks to even look at the car stranding them here until we had to pay out of pocket to fly my husband back to his command and stay here without him. On 3/22/22 they finally diagnosed the problem and warranty approved to replace. On 3/26/22 all parts arrived. Although I have consistently checked with the dealership and warranty company it is now 4/13/22 and still not fixed and now the dealership will not even return calls. My husband is deployed next week and im not going to even be able to be there to finish paperwork and say goodbye to him bc I am stranded here with nothing on a 100% warrantied problem (needs a whole new engine on top of numerous recalls that have been dealt with this last year). They have also not paid for any of the trip interruption and I have been here for over 5 weeks with no car, no ability to work at my job, or money to cover living expenses. The warranty company says we are supposed to be 1st priority because of the active duty military and trip interruption but the dealership has placed us last and when asked simply says that other things have taken precedence over ourbvehicle. I am trapped in Oklahoma when my home is in California with no vehicle and no timeline to even work off of with a husband who will be leaving next week so there will be no one left to even look after our pets in California. Someone needs to do something.

  

  Business response

  06/02/2022

  Business Response /* (1000, 10, 2022/05/06) */ I apologize for the delayed response. I spoke with ******** earlier today to make sure her car was doing ok and apologized for any inconvenience we here at Ferguson may have caused. We looked at all of the transcripts both here and with Kia Customer Affairs. We need to do a better job explaining to our customers on status updates and loaner car availability. I also told ******** that we would be happy to look at helping her Kia Consumer Affairs with any expense reimbursement that they may have had. WE also talked about the rock puncher in her evaporator core. We are also happy to try and help out there as well. ******** will correspond with me on the reimbursements and evap issues. Thank you for your attention and patience. Consumer Response /* (2000, 12, 2022/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are working with me to get reimbursement and the rest of my car fixed. However they still have not been able to make any progress so I am uncertain what will happen.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service department not honoring engine for life. Says current problem (blown head gasket) is due to previous overheating issue. Head gasket was not blown when at dealership or when a new radiator was placed in the car by my mechanic.

  

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/04/09) */ ******************************************************************************************************* I wasn't aware that we had a issue with Mr ******** vehicle but, I have reviewed the history with our service manager. Please see attached. Documents are as follows 1. August 2021 Advised Mr ******** of a radiator leak and he declined the work. Also replaced the long block under warranty(Engine) 2,3,4. Reports of minor front end damage. 11/2016, 02/2019,09/2019.Do not know the extent of the damage. May not have anything to do with the radiator leak. 5. Jan 2022 Brought in with a check engine light. We Diagnosed that it was overheating. Mr.******* declined the repairs. 6. Jan 2022 Radiator was replaced at ******************************. April 2022 Vehicle was brought in for a blown head gasket. It was due to over heating. The vehicle was driven another 9500 miles or so since the first diagnoses of a radiator leak back in August 2021. The vehicle is also out of warranty due to mileage. The manufacture would not cover this if it was still under factory warranty due to negligence. It wasn't purchase from Ferguson but if Mr ******** purchased an extended policy, we will be happy to assist. We will also be happy to try and help with the cost of the repairs. Thanks for your assistants ************* Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The radiator was replaced with a brand new radiator in January and there and had no issues with overheating after that.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday, September 8, 2021, my 2016 Kia Optima was towed to the Ferguson Superstore due to the engine failing on me while driving. I was able to pull over safely without any accidents. When I purchased my car in 2017, I bought an extended warranty package- luckily, this is covering all of the car repairs. However, I have now gone almost 5 months without a vehicle. On top of not having my own car, I was not given a loaner car from the dealership. When I asked if I could receive a loaner car, I was told that they didn't have one available, with the following comment-- "I can't even get my own mother a loaner car..." When I call and asked to be transferred to the manager or a shop employee- no one picks up. I only receive text messages from someone about my car. I have called Kia corporate- but it has also resulted in a dead end. The last text message I have received from Ferguson Kia was on 1/5/2022 saying that the final part that they have been missing still does NOT show an ETA. They reached out to Kia for further answers, but they have failed to respond.

  

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2022/01/18) */ I just spoke with Ms. ***** and apologize for taking so long. The correct engine is here and her vehicle will be ready this afternoon. I researched what had happened and the previous engines sent to us were built with the wrong part number block so they had to be return. This happened a few times before KIA realize out what had happened. We also should have communicated better with both Ms. ***** and the manufacture. Our sincere apologizes.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2004 Subaru Outback H6 sedan to be serviced for a recall on the SRS airbags on April 14th 2021 and the mechanic left the hood open, and the hood came flying into my windshield, and caused damage to the hood, shattered my windshield and broke my sunroof. They took 3 months to fix the car, and returned it to me. The paint doesn't match, the sunroof goes up but not down, and all the inside plastic interior started falling off because they broke or left the clips off. I brought it back to service to have them fix the sunroof because it was stuck open. Service closed the sunroof and told me it was the motor to the sunroof and they don't have that part anymore so they were going to have to find the part. Two months went by and I never was contacted. I contacted them because all the plastic paneling between the front windshield and the door on the driver side started falling apart and I had accidentally opened my sunroof again and couldn't close it. Service still didn't have the part to fix my sunroof, and they would have to keep my vehicle for my sunroof to be serviced. I told them I just would like my sunroof to be closed again so it doesn't get water damage. This was on Dec 7th 2021 and they currently still have my vehicle they said it's waiting to be diagnosed. I went by there yesterday and they had it sitting in there lot and still have not touched it, the sunroof is still open. I use this car to work in making deliveries, cause I don't like putting the mileage on my new car and don't get good gas mileage which has been very costly. I also live two hours away from this dealership. It has been almost a year since I originally took it in for a recall to be done. I am really unsatisfied with service, I feel like they just put it all on the back burner when they should being trying to make it right it was there fault my hood got left opened.

  

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/01/18) */ I apologize for the issues and delays Ms ******* is having with her vehicle and us here at Ferguson. On April 4, 2021 when the vehicle was brought in for a recall, we also preformed a multi point inspection that noted Latch/Striker for the hood needed to be replaced along with 14 other items. After the damaged occurred and we had made the repairs that were noted. Several months later in September Ms. ******* brought the vehicle in and the Sunroof wouldn't close. We're not sure if its related to the hood coming up until we start removing old parts We will take care of the cost of this repair because of all of the inconveniences. These parts were not available to order new however we were able to find used parts and Ms ******* was notified that they will be here in the next day or so. We do apologize for the inconvenience we have caused. Consumer Response /* (3000, 7, 2022/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, the vehicle is still at the dealership being fixed, but I do appreciate that they have finally got the ball rolling and taken it off the back burner and got the parts to fix the sunroof, it has taken several months. I rely on this vehicle for transportation at work, and I just want it back fixed in a timely manner. Business Response /* (4000, 9, 2022/02/01) */ ******** our service manager spoke with Ms. ******* Friday afternoon and they agreed she would pick up the vehicle Saturday. As of this morning when I received this email, the vehicle was still here. I spoke with *** and he confirmed it was still here. He also explained that Ms. ******* was going to take the vehicle not working properly. He explained that it needs a switch and may not have been working properly when Ms ******* dropped it off for the recall because the sunshade was not the original and a different color. After further investigating and because of everything that has happened we ordered the switch and it will be here Thursday. *** communicated that to Ms *******. I know it's not ideal but with no other Sunroof issues it should be ready Thursday. This is something that normally would have been checked in the beginning but with the sunroof being damaged by the hood we assume that was the problem. I apologize for all of the inconveniences. Consumer Response /* (4200, 11, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) It comes down to this, the vehicle was serviced for a safety recall on the airbags not deploying. The complaint was filed due to the inadequate and unsatisfactory service I received after the vehicles hood smashed into my windshield while driving because it was not properly closed by their service tech. This is utterly outrageous and completely unacceptable. I am very disappointed from what happened, this is not the type of service I would have expected from a reputed company like yours. For the service manager to respond to this as an "investigation because of everything that has happened" and was able to take note that "the sunshade was not original and a different color and may not have been working properly" when I originally had it serviced for a recall back in April of last year. My question to the service advisor is, then why did you tell me for a month and half that it was the motor, but the sunroof opened just fine; common sense tells you it wasn't the motor because it then it wouldn't have opened either? Then I really start to question if their techs are even certified, I was also told that the whole sunroof assembly was being shipped; then why am I still waiting on the switch for the sunroof wouldn't that be part of the whole assembly? The time it has taken to diagnose a sunroof that won't close and the hassle it has been to get repaired, by certified techs is ridiculous. Enclosed with this letter are copies of all the recent text messages in reference to everything said. I did tell the service advisor I was coming to get my vehicle before they repaired the switch, because I'm done getting lied too, I finally have realized that they're not about costumer service when it's not in their favor.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 12th I spoke with the finance department **** and ***** and a *****. I requested to cancel my warranty. I was told by **** she would send me the paperwork to sign via email. It would then be processed by the warranty department and If there is a refund owed, they would let me know. I asked how is it that a refund could be owed. She put me on hold to look at my file then came back and said, the warranty is figured in at the time of purchase. You came back and paid via kiosk a day later to pay so you are due a refund. I received a copy of the paperwork showing the full amount was 3000 dollars and I was due 1300 for the refund. I signed and sent it back. A week went by and I realized that the debit card used was no longer available. I have a new one with that same bank. And I wanted to discuss how the payment was going to be distributed. **** called me on the 15th explaining she had been off work all week sick and apologized but said can you resend the signed paperwork cause the one sent had no signature. And as soon as she received it. I would receive payment. 2 additional days went passed. I spoke with ***** in warranty dept. She says there was a discrepancy with the amount owed but she just got the paperwork that day and was working on it. I asked about the discrepancy to which she replied, she's not at liberty to discuss it. I advised that its my warranty and she should be able. She referred me to the director of finance. I left a vm cause he was unavailable. The next day, ***** calls to say she had great news and my check was available at the front desk which included the payment they took out on the 16th after it should've been cancelled. When I arrived, I picked it up and saw it was only for the 175.25 payment. I called and Asked why its 1300 short. ***** said she was only aware of THAT amount. **** was on speaker and says the refund goes back to the company. I advised her that she explained how it worked on the 12th & already concluded a refund.

  

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/12/01) */ I just spoke with Ms. ******* and certainly apologized for all of the confusion as we did a terrible job communicating and cancelling her warranty. Ms. ******* is picking up her refund today. Thank you for your help! Stewart Brown Consumer Response /* (2000, 7, 2021/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted Mr.Brown's offer due to the financial dilemma I was in. I felt as though the BBB definitely assisted and if not, I would've NEVER heard from anyone pertaining to this matter. Although Mr. Brown said he wanted to be fair, he deducted some instead of honouring what should've been honored which was the full amount of 1321 instead of 1150. But either way, I accepted it and chose to move forward. Thank you BBB you guys are awesome in making businesses accountable! Wish this could work for the TPD and court systems as well�.

*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. ↩