Complaints

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

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  Fort Mill Ford

  801 Gold Hill Rd Fort Mill, SC 29708-7946

  
• 

  Fort Mill Ford

  PO Box 37 Fort Mill, SC 29716-0037

  

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:01/27/2025

  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.

  My car went into Fort Mill ford on December 16th and 18th last ******** had check engine light and no coolant in the car.Mechanic found no problem and released the car. Next day wrench light came on. Had another appointment on the 18th and mechanic said engine and new transmission were working great.He did say I needed a water pump and return on 12/30/24 he would install.I asked did he want to keep the car and I would do a rental till then.Mechanic reassured me driving the car would not cause any damage. 30 minutes later in Hickory NC engine blows up. I got towed to another **** dealership and they diagnosed the issue and said ********* owes you a new engine. Fort Mill Ford picked up my car from ************ 12 days later without my authorization. Fort Mill Ford paid my invoice on my contract I had with ************ $440 and also paid a towing company to ship my car back to their shop. The manager at ************ asked did the customer give you permission to pick up his vehicle and ************** information the management they were paying and looking after the car for ** ****.I never gave them the authority to pick up my damaged car that they misdiagnosed and told me driving till the 30th would do no damage to your engine or transmission.

  Business Response

  Date: 02/03/2025

  This issue has been resolved with the guest.  It is never our intention to provide anything but great service.

  Customer Answer

  Date: 02/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/09/2024

  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.

  On Tuesday June 18th at 9:29a.m. there was finally a loaner ready for me after waiting a couple weeks to drop off my 2021 bronco sport for service.They ran the diagnostic on June 20th And sent me the Causes:Which were clutches in the *** rear drive unit are locked up causing the vehicle to shutter at low speeds while turning. Recommending ***lacing and do a retest these clutches distribute torque to the wheel that needs it. The correction was to ***lace the *** which would fix the solution. They quoted me $3,526.48 so I received the loan from the bank and paid the amount.They began work July 16 at 7:18 a.m. after the parts arrived. The *** let me know that my vehicle would be finished on that day.I was sent another inspection link stating that I need to ***lace my transmission with a cost of $9,********* this point I was very furious and confused and aggravated. I spoke with the *** that was dealing with me and asked him why there is an additional cost for the transmission?! And why would they shoot this last minute as I already made a payment for the issue they stated that was really wrong with it.The *** responded and said to fully get it to work we figured that it would be the transmission?The car drives more horribly than before. The car shakes and vibrates when you pick up around 45 mph speed still. Then it shuts off completely when idle sometimes. I have to put it in park and start it up. and I am very unsatisfied with the service of my vehicle and lack of unfinished work that was done as well.I feel like this needs to be brought to attention! I would not want anybody to go through what I went through I am shocked that **** would treat their customers like this.

  Business Response

  Date: 09/03/2024

  We communicated to the customer in text (we have saved all text) that the *** Rear Drive Unit was faulty and needed to be replaced to further diagnose the issue with the vehicle.  Once replaced we further diagnosed the car as having a transmission issue.  We forwarded all information to you to review.  Until the *** was operable it was not possible to further diagnose the issue with your vehicle.  If you feel there is an issue with this repair, we stand behind our work and would ask you to reach out to our Service Director *** ********* to schedule an appointment to review your concern. Our work is guaranteed.

   

   

  Al-Shabibi, **** *. 

  Customer Answer

  Date: 09/03/2024

   
  I am rejecting this response because:
  Because has not responded to me and I need a solution 

  Customer Answer

  Date: 09/04/2024

  Im still having issues with my vehicle  after I spent $3,000 on a issue that they said will fix the vehicle. This wasn't the solution at all because I'm still facing the same issue.

  Business Response

  Date: 09/13/2024

  While conducting a test drive to duplicate the guest concerns, our technician felt and experienced the clutches locking up in the rear drive unit (RDU) causing the vehicle to shake and shutter at low speeds.

  These are the first steps needed to be taken once we have identified the rear drive unit causing the vehicle to shake and shutter. He could not test past this point in the notes sent to the guest from the technician.

  After replacing the rear drive unit, the technician again took the vehicle on a test drive to verify the repair and then noticed the transmission was slipping on acceleration. This would not have been able to be felt prior to replacing the rear drive unit.

  We then sent an estimate for the transmission replacement to correct the transmission slipping on acceleration.

  Please reach out to our Service Director *** ********* to schedule an appointment to review your concern with the vehicle. We guarantee any work we perform.

   

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

  General Manager

  Fort Mill Ford

  Customer Answer

  Date: 09/17/2024

   
  I am rejecting this response because:
  I want the solution to be fixed. I shouldn't have to come out of pocket anymore for any service. They quoted me a price. I went and got a loan  the issue of the part that needed to be fixed.  And the car was still having the same issue.

  Business Response

  Date: 09/23/2024

  I certainly understand your frustration and apologize if I have not given you a better understanding of the issue with your vehicle.  You brought your vehicle to us for the following issue, "customer states he noticed that when you drive it, it shakes a little bit and when you pick up around 45 mph speed it also jerks while driving.

  Our technician found when diagnosing that the clutches in the *** (rear drive unit) are locked up causing the vehicle to shutter at low speeds.  Recommend replacing the ***.  Cannot test any other components until this step is completed.  Customer authorized work and work was completed.

  Drove vehicle to verify repair and found transmission slipping upon acceleration.  It was not possible to detect transmission issue until *** was replaced.  IF, transmission was replaced without diagnosis the *** would still need to be replaced.  There would be no way of proceeding with repairs until the first step in the diagnosis, replacement of the *** was performed.

  These are two different components and two different repairs.  Our technician followed the proper sequence of repairs to this vehicle.

  Customer Answer

  Date: 09/25/2024

   
  I am rejecting this response because:

  I still think this is unacceptable. With the rdu being replaced they should have automatically told me that the transmission will need to be replaced as well at the same time. I specifically took out a loan for the ***. If I would have known that it also needed a transmission I would have waived my options. The fact of the matter The issue is still not resolved and how do we even know that the rdu was the issue in first place. It just doesn't add up or make any sense. This vehicle is a 2021 I am The first and only owner of this vehicle. There is no way I should be facing issues like this and something needs to be done about this.

  
  

  Business Response

  Date: 09/25/2024

  As explained previously the *** needed to be replaced to continue with further diagnosis.  This is standard procedure with any repair facility.  There was no other option.

  Customer Answer

  Date: 10/07/2024

   
  I am rejecting this response because:

   

  This is still unacceptable from The message of the business. The whole fact of the matter is. **** told me that my issue was the ***. They gave me a price$3000 for what I needed to pay. I got approved for the loan and I paid for what I thought was the main issue. Nothing else was said nothing about a transmission or anything. When it was time to pick up the vehicle. I  seen a ***air for the transmission in the paperwork through the app of $9,000 I called the service *** and told them. He informed me. "Oh yeah you would also need a transmission and I don't know how long the vehicle will run but you want to make sure you get that." Now when they found out that it was the *** they should have also mentioned that the transmission needed to be fixed as well which would give a set price. This is my only means of transportation and I don't have money to give away like that. There needs to be a solution to this issue. 

   

   

  
  

  Business Response

  Date: 10/07/2024

  Regardless of where the vehicle was brought for both diagnostics and repair the *** would need to be functioning properly to determine if there were any other issues or components not functional. The *** did require repair/replacement.  Once the vehicle was properly functioning it was determined that additional repairs were necessary.  I understand the frustration, but no repair shop would have been able to proceed otherwise.  Fort Mill Ford used followed all proper procedure in diagnosing and repairing this vehicle.

   

  Customer Answer

  Date: 10/09/2024

  I'm still unsatisfied and I'm not backing down to the issue is fixed. Very frustrated really seems kind of sketchy  how  at the last minute  a transmission repair after having my car for about A month there should have been of a subtotal of all that together. That way I could have weighed my options. Now I'm stuck with paying a loan for the car loan and the issue is still not fixed. Bottom line This needs to be resolved in a way where I need compensated or they need to finish the repair. I've been a loyal customer to **** and there is no way customers like this.

   

  Business Response

  Date: 10/10/2024

  Fort Mill Ford complete, properly the issue the consumer paid for.  As stated numerous times additional work found requiring repair would be the responsibility of the consumer.  It is extremely common to find additional components or parts that need attention once work is started.

• Initial Complaint

  Date:08/05/2024

  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.

  My wife and I are expecting our 4th child in late October/early November and were excited about purchasing a **** expedition max. We went to Fort Mill Ford after spending hours only building our own custom package and sharing texts/emails with their sales team. While there we test drove an expedition max that did not have all the features we wanted therefore we were encouraged to build the one we wanted. We wanted the following features: white exterior, tan interior, special safety camera (360 degree) for when parking into tight spaces, safety features like adaptive cruise control, lane assist, parking assist, blind spot assist, bench second row (very hard to find on the lot), sunroof, and black rims. During the building process we continued to check in with our sales *** that all of these features would be included in the vehicle we were ordering. We were assured yes, paid the $500 deposit and walked away with our print out. The car was to be built on July 8th, 2024, around this time out of excitement I revisited our order packet and learned that the rims were not included in our order due to opting into the special edition package which was a requirement for the **** 360+ assist feature. We notified the sales/finance team at Fort Mill Ford and they informed us nothing could be done about it because it was already in process of being built. The car arrived at the dealership on July 24th, 2024 and we went to the dealership an hour or so before closing due to having a busy schedule. We informed the sales team in advance that we would not be leaving with the vehicle if we did not have resolution around the rims (wanting black) and if the camera we desired was not included. Our sales *** had family coming in town with grandchildren which seemed like a distraction for him and there was an urgency for him to be at home with his family (understandably)....Attached full account

  Business Response

  Date: 08/28/2024

  Business response:

   

  We certainly appreciate your business and know that a new vehicle purchase is exciting.  When ordering a new vehicle, we take extra care to ensure the vehicle specifications are perfect for our customer as a custom ordered vehicle is not returnable.  In this case we ordered a new 2024 **** Expedition for our customer and reviewed all options before submitting the order.  Our customer approved the order understanding that changes could not be made once production began.  Unfortunately, after production began our customer asked for a change in equipment, specifically a different wheel type that would also affect a package group.  We informed the customer that changes could not be made to the order and offered to either cancel the order at not cost to them and re-order another vehicle.  The customer declined the offer and was ready to accept the vehicle as ordered.  Once the vehicle arrived for delivery the customer accepted the vehicle, signed all legal and DMV paperwork.

   

  After delivery, the customer regretted not ordering the vehicle in a different configuration and wished to cancel the legal paperwork.  The customer was given the opportunity to make changes in the configuration before production and was offered the option of canceling the order well before delivery but chose to take delivery.

   

  We have reached out to the customer to resolve the issue but are unable to take a custom ordered vehicle back after legal and DMV paperwork has been completed.  We sincerely always want a customer to have a great experience and understand that the wheel choice (color) is one area they wished could be changed.  The cost of replacing wheels is excessively expensive but there is a process in which the color of the wheel can be changed.  Fort Mill Ford would be happy to offer to pay 50% of the cost of this process as a gesture of goodwill.  Please let us know if we can discuss this further.

• Initial Complaint

  Date:12/21/2023

  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.

  I have a 2022 F150 and the truck stops communicating after it is turned off for 30 minutes. This is the second dealer I have had to take it to in order to try to get **** to diagnose the issue. I email regularly with **** directly and they state they are unable to get in touch with the service department. I send pictures to **** every day showing that the modem in the truck is not communicating because Fort Mill Ford said they were unable to duplicate the issue. They have had the truck now for almost three weeks, the past two weeks the truck has not moved. I asked them to test the power to the modem after the truck was off for thirty minutes and they haven't / won't. This truck has ***** miles. *** I have had this issue for several months.

  Business Response

  Date: 12/26/2023

  When ************ originally brought his vehicle in the issue was incorrectly documented so we have not been able to fix his concern.  Our shop ******* is currently working on his vehicle and we hope to have a remedy very soon.

• Initial Complaint

  Date:12/18/2023

  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 bought a car from Fort Mill Ford in 2019. I recently brought my car in to the service department because my car was not running well( sputtering at take-off ) . My car was under warranty and the claimed that they fixed it . They didnt charge me as I mentioned it was still under warranty as it only has 41K miles on it. So when I got my car back , it was still doing the same thing! So I got back in touch with the guy in the service department and he asked me to bring it back in . I agreed to bring it back , and we made arrangements to bring my **** Focus back in the following week . Thats when they had a loaner car for me to drive while my car was being repaired.for the second time. But unfortunately it never got fixed !They told me now ( a week later) that my warranty had expired. On top of that , my car now needs a clutch and release bearings which they quoted me a price of over $3,000 to fix it. We have been going back and forth with this issue and nothing is getting accomplished. The car was never fixed properly to begin with and we feel that we ( my wife and I) have been treated unfairly have been taken advantage of. Not to mention I can hardly reach anyone on the phone to discuss the matter, barely do they return my text and when I do finally get someone to talk, they keep giving excuses. Its ridiculous ! These cars ( **** Focus ) have been recalled for this very reason ( sputtering on take-off and transmission issues) but they are telling me also that my car wasnt recalled even though it has the same issues ! And did I mention it only has 41K miles on it!This is actually my second car that I bought from Fort Mill Ford and I guarantee it will be the last. I havent called Sonic Automotive ( the owner of Fort Mill Ford ) but thats my next call first thing tomorrow!This whole ordeal has been handled so unprofessional and we deserve much better. My car needs to be fixed and should have been fixed properly the first time !

  Business Response

  Date: 12/19/2023

  We were able to help ********************** get his issue covered with no expense to him.  He will be bringing his vehicle back after the first of the year to get it repaired.

  Customer Answer

  Date: 12/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/21/2023

  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.

  These people lie to get you to sign papers and do several illegal things. They lied and told me I was getting a better deal on a car, when they really just added a bunch of scam warranties onto the car price, while dropping the interest rate down. They added almost $10,000 in warranties and fees to the price of a $34,000 car. The price seemed high when I went to sign, and they lied and told me my down payment was coming out of that price, so it would be a lot lower. The down payment didnt come out.it was on top of that price. They also contacted us 8 days after buying the car and told us we needed to sign another warranty document or else they couldnt finance the car- meanwhile we signed a spot delivery agreement that says everything is on them after 5 days of purchase. We declined to sign the warranty, and the sales manager threatened to take the car back and told us that they had 30 days to take it back. I kept referring to the document that said 5 days, and he repeatedly lied and told us to bring the car back or sign the warranty (that we did not want). Very shady and terrible experience

  Business Response

  Date: 08/21/2023

  **************, 

  We fully disclosed everything to you multiple times.  You came in several days later with concerns around your transaction and we offered to remove every additional product that you purchased.  We also offered to take the car back.  You declined both of these options and indicated you would handle this on your own.  We called you later to inform you that one of the product forms you signed was rejected by your lender and that you needed to resign that document.  I have made several attempts to reach you and I have yet to receive a call back.  We made every effort to appease you and correct any concerns that you had.

  Regards,

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

  Customer Answer

  Date: 08/21/2023

   
  I am rejecting this response because:

  More lies.  They did nothing we asked, nothing to help us, and only fought our requests to cancel the scam products.

  Business Response

  Date: 08/22/2023

  As stated we have made every effort to resolve this for ***************  I have attached text communication from ************** stating that if we don't discount the vehicle more than originally agreed to that he would leave negative reviews.  We informed him that we would not discount the vehicle and would allow him to bring the car back or cancel the products which he stated was a lie.  Please close this case as we have made every effort to resolve as you will see in the attached communication.

• Initial Complaint

  Date:08/18/2023

  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.

  Regarding Customer Satisfaction Programs ***** and ***** and supplements and conversations with Fort Mill Ford, *************************************************************** ************. In September of 2019 the vehicle was taken in for service and a side note, NOT a line note, was put on the ** regarding a jerk/shudder while driving. The **# is ******. The technician noted that they could not duplicate the problem.In 2021, Customer Satisfaction Program **************** #2 was issued, Attachment 2 states, 2016-2019 Explorer FWD 2.3L: REPLACE THE TORQUE CONVERTER, MAIN CONT**L VALVE BODY AND SOLENOID BODY. INCLUDES TIME TO DISASSEMBLE AND CLEAN THE TRANSMISSION FOLLOWING THE SERVICE P**CEDURE.HOWEVER, THAT WAS NOT DONE! There were also subsequent Supplements issued, the latest being 20B27-Supplement 1 issued August 31, 2022, and expiring August 31, 2023, which SHOULD still cover this vehicle, and the repair and/or replacement of this transmission should be covered as the REP**GRAMMING FAILED.On June 8, 2021, the vehicle was taken in for **************** Program *****, although they show it under 20B27. The ONLY thing done was the *** Reprogram. Reprograms are typically temporary fixes, especially when there are damaged parts. Prior to this REP**GRAM appointment, the technician SHOULD HAVE REVIEWED THE VEHICLE **S THO**UGHLY! If they had, they wouldve seen the side note from September 2019. At that time, they should have taken the vehicle out for another drive to feel the shudder. THEY DID NOT! Even after REP**GRAMMING we take it in yet again for the same shuttering and jerking it has been displaying and now they state the torque converter is bad. After meeting with the appropriate staff on 6/28, ** told, sorry, the warranty for the Powertrain Control Module Reprogram, has expired. It only covered the repair for 1 year. REPAIR?? WHAT REPAIR?? THERE WAS NO REPAIR. This oversight of $7,000 plus should be a burnt out of ****** pockets, not mine.

  Business Response

  Date: 08/21/2023

  We have spoken with **********************. He is looking for documentation for issues reported and will call me back on my cell phone. 

  Customer Answer

  Date: 08/21/2023

   
  I am rejecting this response because I called him back and he is going to speak with their Warranty Specialist to confirm some additional info.
  
  

  Business Response

  Date: 08/23/2023

  When the vehicle was originally brought in the *** reprogramming was completed as advised by Ford.  The recall stated that the vehicle would need to be brought back in within a year if the issue persists.  The vehicle was brought back after 2 years and the recall warranty had expired.

  The customer was able to work with ********************* provided financial support to assist with the repair.  We are waiting for the parts and will repair the vehicle once parts arrive.

  Customer Answer

  Date: 08/25/2023

   
  I am rejecting this response because:
  We are still waiting on a correct quote for the repairs. I don't want to close this out until we are all on the same page. We were initially given a quote of $3,500 ish from the warranty specialist. Then that jumped to $6,803. Then received another quote for $197.14 for an overhaul of the transmission. 

  Business Response

  Date: 08/31/2023

  Owner approved the repair based on the financial support from Ford.  New transmission is on order.

  Customer Answer

  Date: 09/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/28/2023

  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.

  I went to the dealership to have a *** replaced. The service advisor ******* never returned my calls for 3 weeks. Once I got a hold of her she said that all I needed was a battery. I explained that I just had the battery replaced and asked if she could just charge the battery. She said she would talk with the tech. About a week later I called because I havent received any call and she said that I had to pay $250 to get the car pushed in the shop and a pay another diag fee to retest the battery and charge it. I told her no and talked with the service manager ***. He explained that he was new to the position and would handle it. He also said that he would get someone to take the battery out so I could exchange it wherever I brought it. That never happened so I went there and took the battery out myself to exchange so they could replace the **** I told them I just replaced the battery and can I now get the *** replaced. ******* then sends me an invoice for $4600 to replace the actuators and still hasnt replaced the *** that I requested. They are not wanting to replace the *** as I requested unless I complete the repairs that she suggested. She was rude to me every time I talked with her. I watched her provide great customer service to 3 other white customers. Its sad that she treated me as if I cant afford it and talked to me as bad as she did.

  Business Response

  Date: 07/28/2023

  **************** took his vehicle to another transmission shop prior to bringing it here. They advised him that the *** needed to be replaced and told him to come to a **** store being that a recall was present.  The vehicle was towed here because the car would not start.  His battery was so dead that we could not even jump off the vehicle to get it in the shop to diagnose the vehicle. Once the new battery was installed we diagnosed the vehicle needing more than just a ***. We informed **************** that if he only replaced the *** it would completely immobilize the vehicle.  He declined the repairs and said he would pick up the car.

  We do acknowledge the lack of communication and apologize.  

  Customer Answer

  Date: 07/28/2023

   
  I am rejecting this response because:
  I never received a phone about if they replaced the *** it would immobilize the vehicle.  I asked to have the *** replaced because the transmission shop I was going to have the repair completed at ask I do that first before any repairs.  The battery is new I asked them to charge it because it was only 5 months old and I wasnt going to pay $500 for another battery as they suggested and quoted. The advisor said I would have to pay another diagnostic fee along with an additional $200 to push the car in the shop and a fee to charge the battery and retest it.  I declined that as well.  I then called the manager and he said he would have the battery taken out so I can exchange it because I wasnt going to pay to push the car in the shop.  That never happened.  So after a few days in went to the shop and replaced the battery myself.  Then it took for me to call the manager of Sonic Automotive to get a response from them about my vehicle.  Which they never called, texted, or emailed until management got involved.  As of 7/28 at 4:27 pm I still havent heard anything so I can pick it up since I never received the work I requested. My vehicle has been there since 7/6 for an 11am scheduled appointment. This customer service has been completely unacceptable.

  Business Response

  Date: 07/31/2023

  All communication has been done through text messages which **************** was replying to.  We have attached the communication showing that we advised **************** what needed to be done and what would happen if he only did what he was told needed to be done.  Our Service Manager and Service Advisor were both in contact via Phone and Text. 

• Initial Complaint

  Date:05/09/2023

  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.

  Honestly, I should have known my visit would not be that great based on the individual who set up my appointment. They were very dry and not engaging at all. I arrived at my appointment at 11 am on March 3rd, 2022. I was not greeted until I stated I was there for an appointment and then I was acknowledged. Went through check-in, and was told the diagnostic would be $197.14. Based on my previous experience $197.14 was high but knowing it will go towards the cost of the repairs and agreed to the charge. I received a text message at 2:07 pm that the engine specialist hasnt even looked at my car. Somewhat annoying because my appointment was 3 hours prior at 11 am. I receive a call stating the specialist was finally able to pull my car in and take a look at it. He would like to run an engine pressure test to determine what the problem is but that will be another $508.83 AND if I agree he wont be able to complete the test until Monday. At this point I am annoyed. I ask what exactly is the diagnostic covering if I have to pay an ADDITIONAL $508.83 to figure out what is wrong with my car. I was told it was to just pull my car into the garage. Wow. I send an email on 3/3/23 to the representative helping me asking for an itemized copy of what the diagnostic covers. He responds on 3/4/23 that he will have it for me on Monday 3/6/23. Well, you can say he seemed like he saw a ghost when I walked in on 3/4/23 to pick up my car. Once again I was not greeted and had to state I was there to pick up my car. I left Fort Mill Ford still not knowing what is wrong with my car and paying $195.36 to pull my car into the garage. Oh and to add insult to injury, they didnt even put a little air in my tires so I left with my low-pressure tire light on. This is completely unacceptable. How can you charge someone almost $200 and give them no answers as to what is going on with their vehicle??This was sent to Fort Mill Ford as of today, May 9th, 2023 no one has responded.

  Business Response

  Date: 05/10/2023

  We have attempted to reach *************** multiple times to discuss her concerns but have not heard back from her.  We have sent an email and tried to reach her by phone.

  Customer Answer

  Date: 05/15/2023

   
  I am rejecting this response because:
  Fort Mill Ford called me twice and emailed me once in the same day. No opportunity was given for me to respond with the back to back calls and emails. I responded to email when I had the opportunity after being in all day meetings for work. 

  Business Response

  Date: 05/17/2023

  We were able to reach ************** and agreed to refund her the diagnosis money.

• Initial Complaint

  Date:03/14/2023

  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 bought my 2022 **** Explorer from Fort Mill Ford on Dec. 31st 2021. I only had the car a year and it broke down. On January 2nd the car broke down. I took it to get some antifreeze put in because the thermostat light was on. Since then, it has broken down 3 other times. I was in ********, ** and it broke down. I was stranded 2 hours away. I had to have it towed home. I have 2 children and that car is not safe to drive. It broke down in the middle of the road yesterday., March 12th. I had to be towed home. The last time I took it to **** to be repaired, they told me there was a recall that they could not fix because **** had no resolution. They told me it could happen again. 2 weeks later here we are. It has no air or heat and wont go in gear to move forward. This has been happening every 2 weeks since January. **** Motor Company refused to buy it back because it does not fall under the lemon law. They told me to contact you or a lawyer. I have no transportation to and from work. I also need to get my children to school. Please help!

  Business Response

  Date: 03/17/2023

  The complaint was intended to be for ************* not Fort Mill Ford.  We have addressed the customer's concern and traded her out of the vehicle she was having so many issues with.

  Customer Answer

  Date: 03/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.