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:10/16/2024

  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.

  I'm keeping this short, the mess I've went through with this dealer has caused so many problems that there's no way I can list everything due to limited characters BBB will allow on this post. Hello, my name is ***** ********. I purchased a 2008 **** ***** Super-Duty on April 15th 2024. VIN ***************** from Herlong Ford. Meryl Herlong finalized the deal and Kim H****** was my sales rep. I agreed only to purchase this truck if it had a valid warranty. Found out that they sold me the truck and a 2 year warranty that was not valid for the truck as the truck was deleted, tuned and has a cold air intake, all of which was there when I bought and I have proof! I trusted Herlong to do me right and even if it was a mistake, they haven't offered any acceptable solution to fix their mistake. The truck now has upwards of $20,000 worth of repairs or more needed and I can not have it repaired because they voided the warranty obviously. I have a family to take care of and this is really hurting us. I rely on this truck to provide for my family. So, I'm stuck with a truck with no warranty with many problems piling up as time goes on and I'm paying over $500 a month on it which would be no problem if the warranty Meryl Herlong sold me would have been valid for the truck. I have lost lots of work over this as well. I've not filed with a lawyer yet simply because of the time it will take to resolve this problem through a lawyer BUT if I find no other way SOON I will file. This is my final attempt to find a resolution to this issue before seeking legal action and/or giving this business a lot of negative publicity all over the news and social media. I hate being this way but I have children to feed and take care of, I ask that whomever with the Herlong team sees this to please think......what if you were in my shoes and your children were going to suffer because of the unresolved mistakes of a business that you had done business with? PLEASE PLEASE THINK ABOUT THIS

  Business Response

  Date: 11/11/2024

  Dear Mr. ********,

  Thank you for reaching out and sharing your concerns. We sincerely regret that you’ve experienced issues with your 2008 **** *****, and we understand the stress this situation has caused. We take customer feedback seriously and aim to resolve disputes in a fair manner.

  Unfortunately, Meryl, the Finance Manager, was not aware that the vehicle was deleted when she offered a warranty. We do have a buyer’s guide signed by you stating that you were purchasing the vehicle “AS-IS”.

  As previously discussed, we have offered a full refund on the warranty you purchased, as well as the option to trade the vehicle for another. While we understand your frustration, we are unable to provide any further solutions outside of this offer.

  Customer Answer

  Date: 11/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: Whether I'm satisfied or not will depend upon how you handle trading. I am open to trading into another similar truck with a valid warranty. I do not wish to accrue more debt as I have already made a deal with Herlong Ford on the 2008 ***** and expected to have a valid warranty on the truck (The main reason I agreed to purchase it was because of receiving a valid warranty on it). I am now stuck in this position and losing money consistently with work and repairs due to Herlong Ford employee's mistake. If you will trade me into another similar truck with a valid warranty at little or no additional cost to me then I will be satisfied and once the deal is made I will not pursue this any longer. I am simply asking you to right a legitimate wrong. Your mistake has cost me a great deal of money, embarrassment, time from work and family and I will continue pursuing a legitimate resolution until. I will take on a small amount of additional debt IF we can keep the monthly payment close to $500-$650 per month. I am doing all that I can to make this as easy for the both of us as possible. The simply fact is that your employee's mistake has costed me greatly.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/10/2024

  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.

  I purchased a 1996 ***** from Herlong Ford for about $12,000. It was delivered on March 15,2024. I live in ******** so I bought this truck sight unseen. According to the NADA, this price would mean the truck is in good, approaching excellent condition. It is not, this truck is in fair condition at best, Had I been there in person I would not have paid more than $8,000 for this truck. The sales person and customer service manager were super helpful, right up until the truck was delivered. Immediately upon delivery I noticed the truck had no backseat, someone had replaced the backseat with a big speaker box which was not shown in any of the pictures in the listing. I had specifically mentioned to the sales person on the phone I needed something with a backseat because I was planning to use this for family camping trips and such. I also immediately noticed the windshield wipers were completely worn out and the tires had less than 50% life left on them. I immediately tried to call the sales person but it took several days to get ahold of someone. After a week of arguing with them they agreed to send me a $200 check to help cover the costs of a new seat. It was better than nothing, but not near enough to cover the costs. Then, when I took the truck for the state safety inspection, it failed due to a brake light out, the reverse lights not working (at all) and the front brakes worn to the point of needing replacement. So, after paying 12 grand for a truck I can’t even legally drive in my state, this dealership tells me I’m on my own to fix it because I bought it “as is”. When buying an “as is” vehicle online, I had the understanding that it would at least be fully functional, especially for the price I paid. I only drove the truck twice since I got it, and they told me all those issues could have happened since it left there which is a ridiculous assertation. Especially when they claim they did a thorough inspection on it before they sold it.

• Initial Complaint

  Date:02/23/2024

  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.

  In 2020, I purchased a new vehicle from Herlong Ford with an extended warranty. I began having transmission issues and oil consumption issues. I took my vehicle to them multiple times for service and complaints. The issues finally became so bad, that I took the vehicle to another dealership where it was found that my motor had an oil consumption issue for which there was a service bulletin out for and I had lost two quarts of transmission fluid from a sealed transmission with no signs of leakage. However, I had just passed my factory warranty and needed to rely on the extended warranty. Unfortunately, the extended warranty did not cover diagnosing the problem, and I would have to pay. Some research after the fact indicates that there are known issues with that year model transmission. Herlong never brought any of these issues to my attention. Even when directly confronted with both issues. I believe they purposely ignored the issues until they could make the repairs under terms that were more favorable to them. I requested a refund of the amount paid for the extended warranty on the grounds that they had made both warranties functionally useless. They refused and offered a prorated refund of ~$300. Further pushing saw them offer $150 on top of that. At best, this is a coverup of absolute incompetence of their service dept. At worst, this is a coverup of a constructed scheme to avoid making repairs for known factory issues due to the reduced amount Ford pays for warranty work.

• Initial Complaint

  Date:10/28/2022

  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.

  Husband purchases a pre-owned truck (with the extended warranty) *********. Within a year, ******** the motor blew. They replaced the motor under the warranty with a remanufactured motor, however didn't replace the turbo seals. Got truck back *********. Truck was acting up, we took it to the dealership and called several times but they wouldn't even look at the truck. Within 4 months ********* the engine blew again. On recorded conversations with the owner of the company and the service manager, we were told "it won't cost you a dime" and "we should have done the seals the first time". Now over a year and a half later they finally have the new motor, new turbos and new seals in *******. However before we can pick up the truck they want us to pay almost $11000!! The owner said that since the truck has a tune on it the warranty won't cover it. The dealership sold the truck that way, we didn't know it had a tune. The dealership sold the 'useless' extended warranty that doesn't cover anything. The dealership replaced the first motor knowing about the tune and gave it back to us knowing they should have deleted the tune because the motor would blow again. We've talked them down to $4900. The second motors warranty should cover the motor they just put in, especially since it blew within 4 months. And the recorded conversations saying we wouldn't have to pay. They blatantly lie to our face, never return calls. They aren't standing by their product or even their work that they do.

• Initial Complaint

  Date:10/06/2022

  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 issue started months ago when i dropped my vehicle off at Herlong to repair my AC in my ***********. It took 2 weeks for them to "fix" the AC and while driving the vehicle home, the AC stopped working again. I recently took it back to them on ********* to fix the AC that they didn't fix on the previous visit and to fix smoking and a check engine light. They had my vehicle for over a month waiting for a part that was on backorder. After finally getting this part and replacing it, they find out that wasn't even the issue so they have to submit to warranty and order that part. It takes a few more days to repair it. I pick it up on ********* and when i put the car in reverse, the back up camera is not working. I go back in and they tell me the tech thinks he forgot to reconnect the camera (my dash was taken apart to repair AC). I wait for over 2 hours for them to tell me the camera needs to be replaced. So now i have to wait again for parts. I ask for a loaner because this dealership is 40 minutes away but i was told they couldn't give me one even though my warranty is supposed to cover a loaner. I leave and immediately realize there's other issues with the vehicle including it's hesitating to start and a pop up says hill start assist failed. The car is also still smoking which was one of the things they were supposed to fix. An error about a navigation card pops up occasionally and navigation wont work. While at the gas station, the car didn't want to start. After 3-4 tries, it finally started with hesitation. I contacted Ford and made a complaint. I was told i had to wait for the manager of the dealership to respond however i made it clear that i did not want to deal with this dealership again. I do not trust them to do the work based on how long they take to repair and the fact that they have failed to repair the problem more than once now and even created other issues trying to repair it. I was told i could go somewhere else but would have to pay. Unacceptable.

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 15, 2022/11/18) */ We would like to start off by saying we apologize for any inconvenience. The customer was given a loaner vehicle originally and stayed in the loaner while we awaited the back ordered part. We have fixed the A/C issue and were unaware of any smoke coming from the vehicle or a check engine light. It is unfortunate that the back up camera quit working, but we were still willing to work with the customer to get this fixed. We did not offer a loaner for the back up camera because it does not effect the drivability of the vehicle. We offered to order the back up camera, then call her and schedule a time for the repair when it arrived. We are still willing to work with this customer and get the vehicle repaired. The only thing that has been paid by the customer is the $100 deductible that is required by her warranty. Our Service Manager has tried to call her to get this resolved with no returned phone call. If there is anything else we can do, please give our Service Manager, *************************************. Thank you.

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair 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 purchased at truck from this company. It was a used truck a 2010 ********** The purchase was 'AS IS' however this was with the notion that all major functions were working. After returning home 1 hour away, I discovered the headlight was not working. I did purchase a warranty bumper to bumper when I purchased the truck. The cost was about $16,000. I put a down payment of $7,500 down and financed the remaining $9,500 (approximately). I called them about the headlights and after going back and forth they told me to bring the truck in. After bringing it in, it was founded that the truck wasn't supposed to be sold because the headlights were not working. The service manager informed me that had already ordered the part it needed and were actually looking for the truck not knowing it had been sold. My salesperson told me he was not aware of that information and would not have sold the truck. So they supposedly fixed the headlights with the piece they ordered. That was on Wednesday, August *** 2022. As of September ** 2022, the headlights are not working. I've made calls to the dealership and they are constantly lying about returning my calls and fixing the headlights. I need to be able to drive the truck at night and they sold me a truck they knew had problems with the headlights and are now giving me the run around about fixing it. This has been a major inconvenience since I live more than one hour away.

  Business Response

  Date: 09/22/2022

  Consumer Response /* (450, 9, 2022/09/21) */ ********************************************************************************************************************* Hello, I've heard from the company and they fixed the issue.

• Initial Complaint

  Date:06/16/2022

  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.

  I purchased on *********; I purchased this truck for the sole purpose of the operation of my business (car hauling). I put down $11,000 on a truck that did not last 2 weeks. I do not know about you, but I work hard for my money, and I do not have a silver spoon to feed off. I am not going to pay another $5000 out of pocket to have this truck put back together. When I purchased it, I was told the only issue was the door locks were not working. The truck was put through the service department and the door locks were repaired. I have found that there are many electrical issues with this vehicle. I have had to continuously replace the 15-amp fuse for the cigarette lighter, and the driver door stopped working. Also, when you hit a bump in the road the cruise control shuts off. The pigtail tow got problems. On ****************** **, enroute to Florida I noticed a small stream of water dripping from under the hood (which I thought was coming from the AC); however, upon further observation the drip was coming from the water pump. On Thursday @8:00 AM, I called Herlong and spoke with CJ. I explained I had a leaking water pump. He was supposed to check with someone and call me back, but he never called back. On Friday, I called back several times and explained that I needed to get my truck looked at and that I had a warranty plan. I was in ************, and I asked if I could take it to someone there and have someone to do the work. He stated that would void the warranty. He was checking with someone to see if I could take it to another dealership and get it worked on. Well, no one got back with me. Now, I have a loaded trailer with cars that must be at the Port of ************ on Monday and this truck will not go 40 MPH. It is skipping and the engine is rattling. I am making payments and paying insurance on a truck that has been broken since *************************. I spoke with the Ms. ***** financial team and ***** service manager and have not received a call back.

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 8, 2022/07/05) */ Ms. *****, We have no doubt that you work hard for your money, and we value your business. We are very sorry to hear that your pre-owned vehicle had a mechanical failure. As this is a possibility with ALL vehicles, especially ones hauling heavy loads, we offered you an extended service agreement to help with these expenses. The vehicle you purchased did have a pre-delivery inspection done before date of purchase and there was no water pump leak found at that time. The extended service agreement has already paid over $12,000 dollars to their supplier for parts and is waiting for a final bill from the other Dealer to pay for labor and additional parts. We regret that this situation has not been resolved to your satisfaction and we can assure you that it is in not our intentions to frustrate you, but we will not be covering the customer pay portion on your behalf. We apologize for the inconvenience and wish you the best.