Complaints

This profile includes complaints for Luther Ford Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Luther Ford Sales

  3629 Route 119 Hwy S Homer City, PA 15748-1604

• 

  Luther Ford Sales

  1470 Oakland Ave Indiana, PA 15701-2493

• 

  Luther Ford Sales

  PO Box 260 Homer City, PA 15748-0260

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:12/18/2024

  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.

  I bought a 2018 ***** silverado for luther **** in ********** back in October 8th. The transmission fluid was dark and burnt before i even bough it but the dealer swore there was nothing wrong with it. I had the truck a few days then had deer damage. Sent the truck to get fixed and got it back and was able to drive it a few days then had issues with it misfiring. I replaced spark plugs and wires and fixed that issue. Then a few days after that the transmission went out of the truck. There is a powerlife warranty on the truck but it does not start till 4 months or ***** miles. I contacted the dealer and they keep on pushing me off to other people. ***** wants to give me an answer on anything. I dont know exactly miles but i dont think its much more then 2500 miles on the truck since i bought it.

  Business Response

  Date: 12/19/2024

  Hi *******,

  We are sorry to hear you are having issues with your truck. We have phone calls logged that our service **** spoke to you on Monday and Tuesday and requested that you get the vehicle to our service ****, so we can take a look at it. You did not purchase an extended service contract and the power train coverage you have comes from our free power life warranty that we gave to you. At this point we are just waiting for you to get the vehicle to our dealership, so that it can be diagnosed by our service team. For any further questions please call **** ******* at ************ he is our service advisor.

  Again, please get your vehicle to our service department so that we can start the diagnosis process.

  Thanks!

  Customer Answer

  Date: 12/19/2024

  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, details of the offer I reviewed appear below.
  
  i was told by multiple people from the dealer ship today that they are no longer interested in helping me because i posting about these issues on facebook. 

  
  Regards,
  
  ******* *****

   

   

   

  Business Response

  Date: 12/31/2024

  *******,

  My last response stated for you to get your truck to our service department so we could try diagnosing it for you and help out. That never came to fruition and therefore the matter was out of our hands. Your power life warranty that you sent pics of is a FREE powertrain warranty that was given to you at the point of purchase. Just like any other warranty there is a contract that goes a long with it and must be adhered to. *******, you made the decision to purchase a 7 year old truck with over 85k miles and also made the decision to not buy ANY other extended service contracts or after market products to make sure your used truck was covered incase of an emergency. We always take care of our customers and do what we can to help out when unexpected bills may arise for them, but we choose to help out from a mutual stand point. When multiple team members get cussed out and called derogatory names it makes it a lot harder to help out. 

  Customer Answer

  Date: 01/02/2025

  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, details of the offer I reviewed appear below.

  The truck was less then 2 miles up the road from you guys, you guys communicated with the shop and then proceeded to tell them that you were not going to cover the truck anyway because if a 4000mile 4 month load of garbage you guys have  I contacted you for 3 days and kept getting told there was no service manager in the building, so yes just like anyone else i got angry. Especially since i just paid 30 grand for a truck that the transmission went out on. Let alone the financing company was under the impression the truck is road ready. I had to put 100 some dollars of spark plugs and wires in the truck meanwhile that is supposed to be done when you guys serviced the truck.  I paid ***** dollars to get the transmission rebuilt so id highly appreciate it if you could help me out or i am going to the magistrate. I am not the first ****** you guys have screwed over, you guys have people blasting you all over the internet not just me. 

  Regards,
  
  ******* *****

   

• Initial Complaint

  Date:09/25/2024

  Type:Customer Service 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.

  My 2014 **** f150 vin-***************** was recalled for a transmission downshift problem. dealer replaced a module and determined additional repairs were needed to correct the problem. I was told to continue to drive the vehicle until the part comes in. A month after I was told to drive the vehicle it began to down shift into 1st gear at random speeds. This creates unsafe situations which have almost caused a head on collision with another vehicle. Spent 3 weeks after that attempting to speak to the service guy. Finally did speak to him and was told there was nothing they could do about the part being on order and it could take couple months to get it. Asked them about safety issue and was advised nothing they could do keep driving it. Also was in contact with **** and was also told even though it was a safety issue to continue to drive it until part comes in.

  Business Response

  Date: 09/26/2024

  We are sorry you are having recall issues with your truck. If parts are on national back order through ****************** it is unfortunately out of our hands. Your safety is definitely a major concern, so our best suggestion would be getting with our sales **** to try and trade out of it if waiting for the part is not an option for you any longer. Feel free to contact ****** ***** in the sales department at ******************** and she will get you scheduled with the sales ****. Thanks

• Initial Complaint

  Date:09/03/2024

  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.

  Bought a 2020 Jeep Renegade from Luther Ford Lincoln Homer City for the amount of $19, 333.00 plus taxes and fees on July 27, 2024. Purchased the extended warranty in addition to the cost and other fees. The vehicle was said to be in good condition and had an inspection sticker expiring 10/2024. The dealer told us not to tell the bank of the condition of the vehicle when discussing the loan. The dealer said they would fix the issues of brakes and rotors, tightening sway bar bolts and give 3 tires, and said they would give it an inspection sticker and call it good to go. The dealer said not to let that information to the bank when discussing the loan. After a week of driving the vehicle discovered the rotors were warped and the brake shot, and 3 tires still needed replacement. Took the vehicle to 2 different state inspection garages and found in addition to above issues the vehicle also needs rear quarter panel replaced on driver's side, back passenger door also needs fixed because the window was installed incorrectly and is bending the door when it goes down and back up, also needs a front sway bar and bushings. The vehicle which was promised to be in good condition and would pass inspection as is needs all of this work done in order to pass inspection. Have not had the vehicle in my possession for even an entire month. We took the vehicle back to the dealer on August 16, 2024 to report the issues and were told they would try to fix some of the issues and give an inspection sticker. We do not want a sticker slapped on the vehicle at the price of safety and feel the dealer was not honest about the condition of the car and convinced us not to report the condition of the car when working on obtaining the bank loan.

  Business Response

  Date: 09/09/2024

  We are sorry you feel this way, but you took ownership of the vehicle under the known condition of the exterior of the vehicle. You saw that exterior damage and decided to take delivery of it as is and told our sales managers you did not want it fixed and would take care of it down the road at some later point in time. Once you dropped the vehicle off at our service department ALL of the service work that was promised has been completed. $2,000 worth of service work completed at our own expense on your behalf. 

  
  Mount and Balance 4 New Tires
  Replaced Front Pads and Rotors
  Replaced Rear Pads and Rotors
  Replaced Sway Bar End Links
  

  
  We've called both parties on this loan multiple times to come pick up your vehicle, but no one is answering or returning calls. 

  Sales managers have called you multiple times as well to try and talk through the situation with you in order to help, but we get no answers or returned phone calls. 

  We will not be refunding you for your purchase, but if you'd like to try and trade it in for a different vehicle we would love to help.

  Your vehicle has been serviced and it has been ready for pick up for over a week now. 

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  They sold me a car that was wrecked and didn’t tell me. The mileage was wrong and they never gave me copies of any of the paperwork I signed when I bought the car.

  Business Response

  Date: 08/15/2024

  *****,

  We are sorry to hear that you are upset about your experience. It's very odd for you to have not received your paper work b/c our finance manager prints all of that out at the time of purchase, but we gathered all the paper work for you when you called into the store the other day and have just been waiting for you or your husband to pick it up. As for the "damage" reported to the carfax... we use a company called Autocheck that is a similar company to carfax except it is a little more known in the auto industry. All the auctions actually use Autocheck over Carfax across the entire USA. On the Autocheck (that you did sign when you took delivery of the vehicle) it does not show any "accidents" reported. As a matter of fact the screen shots of the Carfax you attached does not show that there was an "accident" reported. The only thing reported on the carfax is "damage" reported which is usually from cosmetic damage that was turned in for insurance purposes such as a ding, dent or a scratch. It could be as simple as a grocery cart hitting the vehicle, but since carfax/autocheck doesn't go into more depth of the damage reported there is no way to know. At the end of the day we helped you purchase a beautiful 22 Ford Escape with low miles on it that a lot of people would be ecstatic to be an owner of. There is no "desired settlement" filled out on your complaint, so we aren't really sure what direction to go in order to help you out or make you feel satisfied. 

  Customer Answer

  Date: 08/15/2024

  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, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  They claim it was only a little damage but the trade in value is only 18,000 and I paid 30,000 so the damage obviously is effecting its worth. I should have been told either way about the damage and a beautiful car. It has a big gouge that looks like someone took nail polish to it to try and hide it. I’ve had it back twice because the brakes are making my hub caps coal black and was told sorry ford is having problems like this with the brakes and for us to put better ones on it will cost you. I just want to be 100% that it’s been gone over and safe. Good brakes do not leave that much dust and the wipers were bad and the wiper hose was broken so was it even checked out before I got it. The mileage was more than I was told I was told 10,000 but according to the car fax it had 11,000 in may and had 12,800 when I got it. Yes I should have checked it but it was almost 100 degrees out that day and I have MS and was getting sick so I trusted that it had what he said.  You can’t tell me he didn’t know what the actual mileage was. They were supposed to fix and repaint the gauge for the mileage mix up and when it came time they just wanted to hand me a paint pen and excuses were made about fixing it so yes at that point I got really angry and left a bad review. Don’t say your going to do something and then jerk me around. If I had known about the damage I would not have used my savings to put down because now I have a car that I will be paying 40,000 for and it’s trade in value right now is only 18,000. It would have been nice to have had that information before buying it. I’m sorry but put yourself in my shoes and tell me things don’t seem shady. First the mileage and then the brakes and wiper issue and then finding out it was damaged and then once I got the paperwork seeing that it said I went to college and the income was higher than I put on my application.tell me how you would feel. I did not pick up the paperwork because they were working on my road and couldn’t get out of my driveway so I just got it from the loan company 
  

  Regards,
  
  ***** *******

• Initial Complaint

  Date:02/14/2024

  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.

  I have been getting dodged by a car company that sold me a car with an unlimited warranty. The car broke down 4 months in and hasn't run since. They have told me through messages their warranty manager would call when I reach our but he has not in 7 months, even once. I'm gonna be stuck with a credit penalty if they don't follow theough

  Business Response

  Date: 02/15/2024

  False complaint. Customer purchased vehicle over two years ago. Has had no contact with our dealership. He did not purchase an extended service contract/warranty. He has his vehicle at a service shop and they are trying to get work covered for him. If he has contacted our dealership we would have helped him get in contact with the people he needed to talk to. When you take your vehicle to a service department that department is in charge of submitting your repairs to the warranty company and following up to get your vehicle repaired. False complaint. Customer has never contacted us or been to our dealership since purchasing over 2 years ago. 

• Initial Complaint

  Date:01/29/2024

  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.

  On 11/17/23 I purchased a 2020 Ford F150 from Luther Ford. They advertised that they would pay up to 100% of the original sticker price of your trade when it was new. They told me it first ended then when I showed them the certificate I received the day prior, they said it was not theirs but a third party. I went there looking at a 2013 f150 but was told the bank would not finance that old of a vehicle. I have since spoke with the bank that financed me and was told that they would financed that year and vehicle. I was shown only 1 vehicle that they said I could purchase. It cost me$32,000 minus my $3,000 down payment. There was no used car sticker in window in regards to any type of warranty. I was not able to drive the vehicle home that day due to fact they said they had to inspect vehicle. I asked to test drive the vehicle and was told yes but not to go far due to it not having any gas in it. I drove it maybe 3 blocks. When I received the vehicle the following day, I noticed that they changed only 2 rear tires and the front tires were worn on both the inside and out. When I finally got to drive vehicle, I noticed that the electric lock on drivers door did not work, the tailgate latch does not function properly, when I drove vehicle in a gravel and mud driveway I became stuck because the 4 wheel drive does not work. A yellow wrench pops up and says drivetrain malfunction. The transmission is and has been slipping. I have driven this vehicle less that 2,750 miles. I have contacted the dealer numerous times in regards to this vehicle and they said I purchased vehicle as is to use my extended warranty that I purchased. And pay for it myself. I just would like them to take vehicle back, pay off my loan so I can go purchase another vehicle at another dealership. I feel they had false advertisement and failed to follow federal guidelines on used car window stickers at the least.

  Business Response

  Date: 02/02/2024

  Every single one of our used vehicles has the correct legal documents on the windows. They have a total care extended service contract, but they refuse to bring it to our dealership to have all of their concerns diagnosed. We've had multiple contacts with them asking them to please bring their truck to our dealership, so we can diagnose it and correct their concerns, but they refuse to bring it in, so it is hard to help. Please call the dealership at ************ ext *** to get this matter taken care of. Please leave a vm if necessary. Thanks

  Customer Answer

  Date: 02/08/2024

  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, details of the offer I reviewed appear below.
  

  
  I have read their response. They did contact me ONCE to bring it back to them for diagnostics. I live 1 1/2 hours away. They also did not offer me a vehicle to drive while mine is being repaired or replaced. They also did not have a used car sticker in the window, if so where is it? They did not respond to the complaint in regards to the ad they had on the trade in! I am totally unhappy with the performance of this vehicle. They did not offer a car fax. The vehicle has also been pulling to side since day one and the tire ware shows this. They pressured me into this vehicle and I do not want it. I have been telling them this all along. I want to return it, even if they keep the 2 payments I made. I have contacted Ford and they made arrangements for me to take to my local Ford dealership, 5 minutes from my home for diagnostics which I am paying for. I am also receiving a free comparable loaner, which Luther did not offer. 
  

   

  
  Regards,
  
  Charles Mutich

  Business Response

  Date: 02/12/2024

  Have been in contact with his local ford store multiple times that his vehicle is at now. We have been in contact with customer over 3 times since our last bbb response. All of his concerns regarding his vehicle were covered under his extended service contract. Tires are a maintenance item that he will be in charge of maintaining. Once the repairs are fixed we will be working with customer to try and get him into another vehicle (credit depending). Banks are only willing to do so much, it comes down to the persons credit score, credit history and structure of the loan. Customer is making a lot of demands based off of buyers remorse. He's owned it for over 3 months now regardless of how many miles are on it. If we can work with a bank that will help him get another vehicle then we will do so which has been stated to customer multiple times now. Ultimately the customer made his own financial decisions based on what he thought was best for himself. Take ownership of your decisions and we will do everything on our end to try and help you get into another vehicle (although your current truck is getting fixed and is a good truck). If the banks decline him then the banks decline him. There is only so much we can do, but we will try our best to get him into another vehicle that will work for him. 

  Customer Answer

  Date: 02/21/2024

  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, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:12/29/2023

  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.

  The company I am having difficulties with is luther Ford , 3629 us-119, Homer city pa 15748. # is ************. The date my truck was towed into luther Ford was December 1st 2023.On November 30th 2023 I pulled into my house from work and heard a ticking noise come from my engine . As I stepped out I smelled a burning smell. I then put the hood up and tried to start my truck up. It had a hard time starting then shut off on its own. On Dec 1st I had to use my insurance to get my 2020 f150 with 56,449 miles towed to luther Ford. I contacted luther Ford and told them my truck was getting towed to them and told them what it did. He stated probably won't have time to look at it today but should Monday or Tuesday. I then called them on Tuesday Dec 5th and asked about my status of ny truck. He stated they haven't look at it yet but stated they should tomorrow. I then asked about a rental or a loaner and they told me they have no loaners to give me and for a rental my truck has to be diagnosed first. I then called them Wednesday Dec 6th and asked again about my truck . He stated they only had a little bit to look at it but they think it's possible the fuel pump.He said they will call me Friday the 8th with an update. Again I had to be the one to call them . I called them the 8th and they stated still thinks it fuel pump but again only looked at it for a little.Again asked about a loaner and he said they didn't have one for me. He said they will call me Monday with an update.never called me Monday. My wife called them on Dec 12th and talked to the owners son . He stated to her that they haven't had a chance to look at it yet and said he don't jump for anyone after having my truck for 11 days. Very unprofessional. Luther ford then called me Wednesday Dec 13th and said they looked at my truck and checked the fuel system and pump and doesn't think it's that. So they obviously lied to me the previous times I called them because they said they looked at it and they thought it was the fuel pump. Luther Ford then called me Thursday the 14 and left me message saying they did other checks on my truck and still can't get it to start or know what the problem is. I then called luther Ford on Monday Dec 18th and they said they reached out to Ford to see if anyone there could know what the problem is my truck. I again asked about a loaner and they said they don't have one for me. That eving I called Ford complaint line and made a report with Ford. She said she will contact luther the next day and call me back. She called me back Tuesday the 19th and said luther has reached out to Ford to see if there engineers could help figure out what's wrong with my truck. I asked her about a rental and she said my truck has to be diagnosed first. I have losted thousands of dollars in overtime since we only have 1 vehicle. It's not my fault that Ford is incompetent and can't diagnose my truck for 3 weeks . I then sent Ford an email stating all these facts and heard nothing back. Ford complaint called me Dec 21st and said I could get a rental from enterprise and they allocate 45 day for sedan and 60 for a truck. The problem is I have to pay out of pocket and get reimbursed when my truck is fixed. I don't have thousands of extra dollars and who nows when they will have my truck diagnosed let alone fixed . Today is Dec 28th and I haven't heard anything from luther or Ford complaint. My truck has sat in the shop since Dec 1st and they haven't found what is wrong with it. I have a warranty and I had to make my monthly payment but have no truck

  Business Response

  Date: 12/29/2023

  We are sorry to hear about your situation. From our records this is Mr. *****'s 2nd time ever servicing with us and he's only servicing with us because his regular local garage could not figure out what was wrong. His local garage informed him that it could potentially be "warranty" work and free to him which is why his vehicle is at our store at the moment. Before the vehicle made it to our dealership we informed him and his wife that we have a regular schedule of customer flow to handle and that we would get them on the schedule to take a look at their vehicle when the schedule free'd up. It did take some time before we could look at their vehicle because we have a full schedule of customers who regularly service and conduct business with us that we had to get through. Almost the entire corporate Ford Motor Company is on vacation from dec 22nd - jan 2nd for holiday, so that would be the reason neither us or the *****'s are getting responses back from Ford Motor Company at this point in time. As you can see from Ford Motor Company's instructions regarding rentals and loaners there are strict policies regarding them and they can't be granted with out approval from Ford Warranty or an Extended Service contract. The "jumping" comment had nothing to do with getting your vehicle into the service department as we take pride in servicing our customers vehicles and doing everything we can to handle it in a timely manner. It had everything to do with your wife calling in and yelling at multiple employees and managers demanding a call back from the GM in a 10 minute time period and then being disrespectful and rude when the call was made in 15 minutes versus a 10 minute period. Sometimes you get farther with honey than you do vinegar, but in conclusion we are doing everything we can to get your vehicle properly diagnosed from a ford motor co engineer and get your truck back into your hands. Our service manager will be calling you today to discuss some options that should help take care of your loaner/rental situation. 

   

• Initial Complaint

  Date:12/07/2023

  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.

  false advertisement. They lie to get you in the door and deceive you so they can run your credit. I reached out prior to making an appt for the special voucher stating the condition of my vehicle and milage to see if it qualified for the deal I was told it was not a problem! I even messaged the main Luther Ford account because the events page post sounded too good to be true and a scam, and it surely was even though I was reassured it was not by the Luther Ford facebook when I messaged them. The offer stated 100% MSRP of your vehicle 2013-2021 and they wouldnt nitpick your vehicle, payments only $184 month, and no money down. I said I didnt want to put money down and merely there to see what I could get for my vehicle. They offered me 2,000 for my car and told me I had to put 2,000 down, on a vehicle I never said I was interested in, and never trst drove. She brought it down without me asking to see it. The sales woman said I had to do a credit application Before an offer on my car or with me stating interest in any vehicle. I didn't think they were actually going to run my credit at this point for no reason and was just giving them permission to once we got to that point if I found a vehicle. The sales woman said they were going to "look" at my car and then I see it driving away and out onto the highway. They never even asked if they could drive it or that it was going to be moved/started/etc. A hard credit pull was done without my consent and I was deceived into it, they are very good at being convincing and acting like its no big deal, and like I had to do the application for them to speak with me. My credit dropped 40 points because of them without even having a vehicle picked out or offer on my car. How can you inquire about someones credit like that. And saying you're going to "look" at my car and drive it off the lot without my permission, thats illegal. Correction to my credit report or offer what they promised in the ad.

  Business Response

  Date: 12/07/2023

  Hi *****,

  We are sorry to hear about your visit/experience. The pictures of the ad you sent in were for the week of November 4th and was good for that week only. You came in November 15th/16th and the event was over by then. As for the appraiser driving your vehicle that is standard protocol for appraising a trade in. If you'd like to call the store at ************ ****** we'd love to try and rectify the situation and help you get into a vehicle that you'd really like to purchase.  

  Customer Answer

  Date: 12/07/2023

  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, details of the offer I reviewed appear below.
  
  Luther Ford claims the promotional event was over after the week of the 4th but my appointment was not scheduled until the 10th when they reached out for me to schedule. I was unable to make the first scheduled appt and they rescheduled me for the 15th. If you look at the attached messages they stated to me the event was being extended and sent me a voucher and scheduled my appointment for November 15th at 430p.m.
  
  Regards,
  
  ***** ******

  Business Response

  Date: 12/08/2023

  The voucher in your screen shot clearly states that your voucher expired on 11/11/2023. As stated previously you cancelled your appt and came in at a later date. You then messaged a sales rep from our location on our main fb account who said he could still get you scheduled to come in and work with us, but it was not for the specified event. When you fill out a credit application on someones website your credit is going to get pulled. That is the standard process of trying to purchase a vehicle. You cannot get a loan from a bank without having your credit submitted to them. Unfortunately Luther Ford Lincoln is not a bank and we do not make the guidelines for your loan. The bank tells us all of the specific information regarding the loan such as the term, apr, payment, money down etc. You went through the entire process with our sales rep to try and purchase a vehicle and then ultimately decided not to go through with the deal. We would like to try and help you purchase a vehicle that you love. Please call 724-479-8083 ext134 (leave a vm if you don't get an answer and your call will get returned). 

  Thanks

  Customer Answer

  Date: 12/11/2023

  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, details of the offer I reviewed appear below.

  
  Nov. 8- I messaged Luther Ford Events inquiring about the special event was told my car wasnt a problem and to set up an appointment

  
  Nov. 8- I messaged the Luther Ford Business page inquiring if the event/page was a scam

  
  Nov. 10- Luther Ford Events page messaged me to set up an appointment I did not respond because I thought it was a scam

  
  Nov. 12- 9:52am Luther Ford BUSINESS page response saying it was them and not to worry about the voucher they would take care of it and he could get me scheduled to come in. I saw this message and responded to the Events page at 1:08p.m., asking if the deal was still available was told the event was extended to Nov 20th. Scheduled an appt for the 13th, was sent a picture of a voucher at this time with an expiration date of 11/11/2023 on Nov 12

  
  Nov. 13-I was mandated to work so I messaged the events page to reschedule my appt. For the 15th they asked what time and rescheduled me for Nov. 15 at 430pm (reminder again was told the event was extended to the 20th, and had already "secured" a voucher so they didnt need further information to reschedule)

  
  Nov. 15- At my appointment the salesman said I didnt need to present my voucher as she had it on file.
  I stated I hadn't decided on anything and said I would see what I was offered for my car before seeing what vehicles I could look at. She said I would need to fill out the online credit application less then 2 minutes of me being in the door and gave me a laptop to do so. She asked me to look and see if I liked anything listed online I stated a few different ones but said I would wait and see what I could afford. In the meantime she brought down the Seltos and I said I didnt want to drive it because I wanted to see what I got for my car and what I could afford. Standard process to purchase a vehicle is not running their credit before they've even selected a vehicle. And to start trying to make a deal on said vehicle I did not say I ever wanted to purchase. Its also not standard process to tell someone you're going to "look" at your vehicle then drive it off the lot. Ive purchased my current vehicle from a dealership and they never even drove my vehicle. And they didnt run my credit until offering me a trade in value and selecting a vehicle. I understand the reasoning for running credit is to secure a loan with a bank, but there was no vehicle selected by myself to even do so. Your sales woman selected that. And when she brought me a paper with multiple figures I was baffled that there was a breakdown already for a car payment on the Seltos and that I was only being offered $2,000 for my car when the voucher stated otherwise. 
  
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:11/15/2023

  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.

  The group ran a Facebook ad, saying that they would provide "...100% of the original factory base MSRP" for your trade in, from 2013-2021 vehicles. "Our team will not nitpick your vehicle." When I reached out, they asked if the title was clean, which the answer was yes. Original MSRP for a Nissan Pathfinder is around $28,000-$30,000. I received my trade in offer today, and they told me the Carfax wasn't clean, so they can only offer me $10,500. Very big difference from their false ad.

  Business Response

  Date: 11/27/2023

  Hey *******,

  Thanks for informing us. We don't see any records of appraising your vehicle or you stopping in to work with us at our Homer City location. Please call the dealership at ###-###-#### and we'll try to rectify the situation or help you get into another vehicle. 

  Thanks!

• Initial Complaint

  Date:11/01/2023

  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.

  On October 13, 2023, I went to Luther Ford Lincoln Dealership as I was invited from their social media business to "claim a voucher" to attend their big sale. This was all done through Facebook for their huge liquidation event. When I arrived at the dealership, there was no voucher turn in. I was greeted by Brandon, a sales representative from the dealership. I told him I was only interested in Ford Explorer's. I test drove one, but it didn't have a sunroof that I wanted, nor the color. So, Brandon got another salesperson to look online for another explorer and they saw one located in Lancaster Ford that was white and had a sunroof. They said that they could get a driver out to bring the car to their location on Monday for me to look at purchase. They asked me for a deposit and sign a vehicle Buyer's Order. I deposited $2,000.00. Monday came and no vehicle, again on Tuesday, and so forth. I reached out to Brandon and said I was not interested further and wanted my deposit refunded. He then came back with harassing text messages of trying to sell me the vehicle at a lower price and then started to tell me that I would have to pay "finder's fees" for the vehicle and that he was not returning the deposit. I then tried contacting the Sales Manager of the dealership, Robert C****. I left three voicemail messages and no calls were returned. This dealership has falsely claimed a deal that never happened until I asked for my refund and then refused to return my money. In the Vehicle Buyers Contract on second page states that the buyer may cancel agreement and receive a full refund by giving written notice of cancellation to seller. I submitted via text message to Brandon, as well as, a letter sent to dealership. I have yet to receive notification of receipt and no refund has been issued as of yet. Being female and a veteran of the Army, I was taken advantage of from this dealership.

  Business Response

  Date: 01/03/2024

  Mrs. ******* came to us because she could not find a ford explorer that she liked for a good price anywhere that she went. We went above and beyond for her by locating her an explorer that fit exactly what she was looking for at a nearby auction. We showed her pictures; we worked a deal and she even signed paper work on it stating that she would purchase/take delivery of the explorer once it came to our lot. She was told that her deposit would be nonrefundable as well if she decided to back out. From the time we purchased the vehicle and got it back on our lot it was only 72 hours. We made sure to pay for a post-sale inspection, so that the auction would have to look over the vehicle to make sure there was nothing wrong with it before we picked it up which is why it took a little longer to get it back. We were only trying to do what is right and take some extra steps to make sure the vehicle was perfect. Within that 72-hour period Mrs. ******* reneged on our agreement and decided to back out of the deal after we purchased the explorer on her behalf. The complaint has been resolved and Mrs. ******* was refunded her entire $2,000 although she signed paper work and reneged on a verbal and written agreement.