Complaints
This profile includes complaints for Ferguson Superstore's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 22 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/04/2024
Type: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 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
Date: 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 daysCustomer Answer
Date: 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
Date:02/20/2024
Type: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 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 Answer
Date: 02/24/2024
I have attached the warranty agreement.Business Response
Date: 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
Date:02/15/2024
Type: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.
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
Date: 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 Answer
Date: 02/15/2024
I am rejecting this response because: I was told the ***** Service Engineer was already there. Was he there or not?Customer Answer
Date: 03/22/2024
The dealership has resolved the issue.Initial Complaint
Date:12/19/2023
Type: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.
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
Date: 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 Answer
Date: 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.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.