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:12/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recently bought a certified used car from this company. I know they have standards and a 40 point check list prior to seeking their used cars. This is why I went there. The price was fair and I decided to finance some of it. I even paid extra for a warranty on the truck, because I knew it was used. Five days after I bought it I noticed a leek. I took it in to see if they could fix the issue and thought it was something easy. It was at least 7 days prior to hearing back with any information. They wouldn’t speak with me over the phone. So my wife and I came in to speak with them in person. They immediately said “ I’m only the middle man. So don’t get made at me. They kept trying to beat around the bush in discussing the issue. Then they showed me the preliminary report sheet with the impending cost to fix it. They had over $8,400.00 in necessary issues that needed to be fixed. Most of them were major leaks. Including transmission and engine leaks. They said that nothing would be covered under warranty. I asked them if they checked it prior to selling it and their response was “ you bought it as is”. Not one sales rep general manager would speak with me. They left this for the parts department to deal with. They wouldn’t cover anything. The only thing they did was eat the cost of the labor. During the month it took to fix the truck I finally received a call that it was ready. I heard another man in front of me and the tech was telling him how they always clean the cars after they work on them. As his was getting washed at that moment. They brought me my truck and it was absolutely filthy, dusty and not one apology. It’s as if my purchase didn’t even matter. I’m a retired man and my wife works hard as a nurse. We can’t afford a lot and I can’t believe how they treated us. The parts tech was kind, but the main managers could care less.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a used 2016 **** escape from *** ****** of Edmond on July 27th, 2024. The day we brought it home we had to stop for gas and when we tried to turn the vehicle back on it would not start. We were stuck at a gas station still 20 miles from home. We kept trying and trying to start to vehicle and after 20 minutes it started up and we were able to drive home. We contacted our sales *** who sold us the vehicle that night and he stated to bring it back in the morning to be put in the shop. The car was in the shop for 2 weeks and that had to ***air a part relating to the gas tank system. After they did a full inspection on the vehicle and told us that the vehicle was in perfect condition. About 2 weeks after getting our vehicle back from their shop, The engine blew while I was going down the highway with my newborn child in the back seat. I was stranded on the side of the highway for hours, begging them to get a tow truck for me and they refused. The next day we called & called till they finally agreed to send a tow truck at their expense to pick up our vehicle. The vehicle was towed back to their shop on September 4th of 2024. We did not receive our vehicle back until October 15th, 2024. Upon inspecting the vehicle, we noticed it was severely damaged with hail damage that was not their prior. When we contacted them back, they told us there was a hailstorm on September 24th 2024, and that our vehicle was left outside their shop and thats how the damage occurred. When we asked what they were going to do to resolve our issue, they told us to go through our insurance and that there's would not cover our vehicle. Our insurance totaled the vehicle and our only option was to give over the vehicle to our insurance. I explained to our insurance that I need a vehicle to get my son back and forth from the doctor and that I cannot just give over the vehicle without another option. *** ****** is refusing to try and resolve this issue. This is all due to their neglect.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 them. I bought roadside hazard for tires and windshield. I have a tire that keeps loosing air. I was told they would replace that tire but the others were no warranteed because they had dry rot. They also did not give my daughter her referral bonus. It has been 3 months.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  During a routine service appointment at Joe Cooper Ford of Edmond, a tool was removed from my truck. It was there when I dropped off the vehicle and gone when I got home. I went back and discussed the situation with service staff, they said they reviewed the security recordings and claimed nothing wrong. They carefully searched my truck, and yes, it was gone. Before I took the truck in (9-03-24 @ 9:15) I vacuumed the front and back floor mats. It was there. I filed a theft report with the OKC police. The tool,was a Snap-On 18 volt 3/4 inch drive impact wrench with battery, about $800 value.

• Initial Complaint

  Date:07/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 car check engine light came on coming in from *********** so I stopped at **** dealer in el ****. They hooked up a diagnostic tool and told me my Car was missing on accerleratiom. I took T car to *** copper does where I normally get my service done. They said they would give me an estimate and call me. They called with estimate, told me warranty would not cover due to deductible and I declined to have the repair done at that time. When I picked up my car they charged me $185 diagnostic fee. They did not tell me I would be charged this if they didnt repair the car. I would like a refund of this money. The cashier was rude and so was the service man *************************. They did not do any work on my car other than hooking up the same diagnostic tool as the previous **** dealership that was already done. Upon picking up. My car it smelled of cigarette smoke. We do not smoke and have never smoked in the car. I should charge them 185 cleaning fee.

• Initial Complaint

  Date:06/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The vehicle was purchased on 05/01/2024, but then we had to return a couple of days later, because the people in finance had forgotten to give us the page we had to sign in order to receive the tax incentive money. We had to take time out of our day to go back to the dealership, in order to re-sign the paperwork, so we expect the dealership to do the same for us. Please make sure we get our money asap. We would highly appreciate it. Thank you!

• Initial Complaint

  Date:01/11/2024

  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.

  One of the worst experiences I've ever had at a dealership. In 2021 we went to Joe Cooper Ford of Edmond to see about purchasing a **** Maverick at the time none were available and they were behind in production. We placed a $500 deposit down and waited. In August of 2023 we got a call that our vehicle was ready. We engaged with the dealership did not like the way we were treated or the terms of the vehicle that was not what we wanted or agreed to. We decided not to go with the vehicle and request a refund for the deposit. On the company website the terms state that if don't sign a contract or accept the vehicle we can request a refund. I have talked to the **** company who stated it's up to the dealership to issue a refund. I was finally able to speak with *********************** who stated he would request the refund and that it has been processed more than two weeks ago. Since then I have been unable to get back in contact with him through phone or text would just like a refund and to be done with this company. Please

  Business Response

  Date: 01/12/2024

  I will look into this and if a refund is owed we will get it to him ASAP . 

  Customer Answer

  Date: 01/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I do not feel that the issue will be resolved. I have heard this same response from *** Cooper **** several times. Even after being told I was approved for the refund and that it will be posted to my card or mailed by check if for some reason they could not refund the card. I'm sorry to the person that gets this since I do not have trust in this company at all to fulfill any customer needs. I'll believe it when I see it.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/26/2024

  The check was cut . Did you receive it yet ?

  Customer Answer

  Date: 01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have checked both my mail box and banking account and have not received a refund of any kind. I'll let you know if it ever shows up.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/02/2023

  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.

  I put a $500.00 deposit down on a Truck at *** Cooper ***** I had a loan from my bank TTCU ************ in place to purchase the truck. Drove from ******* to *** to purchase the truck. When I go there the truck had several issues that I was not aware of so I did not make the purchase. They did fix one of the issues which was an electrical wiring issue but there were several other problems with the truck. I had no confidence the truck was in working order so did not make the purchase. They are saying the deposit is non-refundable but the truck was not in the condition it was being advertised or I would not have put down the deposit.Problems I was not aware of until I arrived at the dealer. This is a 4 wheel drive truck and the tires did not match so the diameters of the tiers were different and you could not use the 4-wheel drive like this. The back bumper was damaged and I could not see the damage in the picture, Tag lights did not work, one of the back up lights did not work, there was more damage to the interion than what I could see in the pictures. There was an issue with electrical wiring they should have fixed prior to even listing it on the lot for sale. There was a ***** down the front passenger door I did not see in the picture. I would not have gone through all of the steps to get a loan, drive to *** from ******* if I had known the truck was in this condition.

  Business Response

  Date: 11/08/2023

  I have searched the system and we have no one with this last name in our system . If the customer would like to call me directly tomorrow 11/9/23 at ************ which is my cell I would be happy to try and resolve it for them .

  Thank you ,

  ***********************************

  General Manager

  Customer Answer

  Date: 11/16/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Lincoln Navigator Black Label from *** Cooper in March 2023 with additional wheel/tire & seat protection. Prior to picking up the vehicle they switched out the wheels on the vehicle. In June, 3 months later we had a flat tire that occurred during a rain storm when we hit a curb at the airport. We took it in to file the warranty claim, and *** Cooper used our VIN number to order the correct ************ replacement. However, in doing so they put the wheel that was supposed to come with the vehicle we boughtand NOT what they swapped out the wheels for when we originally bought the car. I have contacted the dealership service manager no less than 5 times over the past 90 days and have been completely ignored. Each call Im told that the service manager will call me by end of business that day, and not once has a phone call been returned. Ive taken it into the dealership twice and told the same thing, that Id receive a call back from the manager by end of day. Still, no returned phone call.For buying the most expensive vehicle that they have to offer and being sold that Ill be treated with the upmost care, their actions speak louder than their words. Absolutely unacceptable.Im looking for the dealership to replace the wheels they swapped out without notifying me they did so when I purchased the vehicle with the warranty coverage in place at a minimum. Id highly advise others interested in purchasing a Lincoln to consider other dealerships than *** Cooper for both the purchase and service.

• Initial Complaint

  Date:03/08/2023

  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.

  We bought a **** Passenger Van for our business in October, this included extended warranty with money down. It was a very smooth process; our salesman ***** was amazing. Fast forward to the start of the third month of owning the vehicle, backing out of the driveway and starting to drive down our neighborhood road, transmission blows out. We get the vehicle to the **** Fleet service for them to assess the situation, and after it is tested and looked at the transmission is done for, and we need an entirely new one. We find out it is all covered under the warranty under the vehicle because we called **** themselves, and guess what...the transmission is actually a known problem occurring in this vehicle. It's a faulty transmission. Furthermore, it is such a problem that the replacement parts are on back order and they, at the time, had no ETA for us. This meant our van could be sitting there for a very long time. In the meantime, we still have to make the payments on it. After much discussion and waiting for a month, we decided we wanted to go back to the **** house and ask them to help us. When we arrived, we met with our salesman and explained to him what was going on. He was very understanding and apologetic on the situation. He said what we could do is trade us out of the van for another one. Perfect solution! So he finds us a different/better van that was sitting in Yukon, he actually goes and gets it and brings it to the Edmond dealership. We test drive it, we love it and tell him lets take it. So he starts the paperwork, After sitting there for 3 hours, all of a sudden a man comes over to us that doesn't even introduce himself. I am guessing he was in the finance department. He tells us he is real sorry but we are just to upside down on our trade in so we are not going to be able to go forward with the van. I was in disbelief and my wife went into shock. I instantly reacted and told him no! Yall are going to fix this, which the man reacts back with attitude and despair with "I haven't done nothing to you." At this point my wife asked the man if he understood why were even there and the response was, "I was just sent over here to let yall know, I don't know what the situation is." So I explain to him what is happening and why we are now getting upset at him. We did not just decide to come in that day to trade a vehicle in. We are there because they sold us a vehicle with a faulty transmission, and we want out of it now. And of course we are upside down, we have only owned for almost 4months. At this point he says he will be back.Once he returns, he continues with apologizing but yet he can't help us. We argued back and forth, and he made it very clear to us that: it is not their fault about the transmission, they are not **** they just sell ****, and the best he can do is try to find another van like ours and pull the transmission out of it and put it on ours. We reminded him the transmissions in that van are faulty....so we would just be back in our predicament later on. He even asked if we been offered a lender vehicle and we told him no sir...he replied with that is sad. Then told us they have no lender vehicles available either. After this we left very anger an upset that we had wasted time and money here. We also have never heard from any of staff from here again.From here, I did my due diligence and stayed on the ball calling ****************** Fleet and keeping in contact with our warranty. This worked in getting the parts delivered a couple of weeks ago. Now we are in the process of waiting for the parts to be put ON the van. This entire process has been a nightmare. We literally bought a vehicle with a KNOWN faulty transmission problem and our dealership looked at us and treated us like we were garbage when we needed their help. Interesting because I notice *** Cooper's name on a lot buildings and I bet a lot of families and small businesses helped him be able to put his name on those buildings.

  Business Response

  Date: 03/09/2023

  This has been an ongoing issue on several models and parts and we as a company have no control over it nor does the factory help us financially in these situations . It is extremely frustrating on our end as well as we just want to help the customer but we are handcuffed by the factory just like the customer . I would be happy to call my factory rep to see if they can offer any help on getting parts faster but would need the *** to do so . Thank you