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:01/17/2025

  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.

  I came to this dealership to purchase a 2018 ********, and the experience was nothing short of a nightmare from start to finish. When it came time to discuss financing, they pulled an outrageous bait-and-switch. Initially, we were quoted a 60-month term with manageable monthly payments, but when it was time to sign, they suddenly claimed their bank would only approve a 48-month term, drastically increasing our monthly costs. This abrupt shift was both shocking and disheartening, as we had relied on their original promise to budget carefully. Naturally, we refused to proceed under these new terms, recognizing that it was a blatant attempt to push us into a less favorable deal. Astonishingly, they later called us back, offering a “miraculous” 60-month term—but at higher monthly payments than we had agreed upon. Already frustrated, we turned to outside financing through our bank. That’s when their manipulative tactics escalated: they insisted the total cost of the vehicle would go up by $1,000 if we didn’t use their financing and dangled a “free” maintenance plan as a so-called incentive. Ultimately, we agreed to their adjusted terms when they returned to the monthly amount we had originally set—still with a 60-month term. However, their promise of a “free” maintenance plan turned out to be yet another shameless lie. They sneaked an additional $1,500 for the plan onto the back of our loan. As if these financing scams weren’t enough, the vehicle itself was delivered in appalling condition. On Day 1, it was infested with roaches, requiring an exterminator and three weeks of treatments before we could even drive it safely. The dealership had also ruined the carpet by dyeing it poorly, leaving it unsightly and depressing. It doesn’t end there: As of January 2025, we’re still trying to get everything rectified.

  

  Business Response

  Date: 01/17/2025

  ***. ******.  

  Thank you for reaching out and sharing your experience with us.  I want to sincerely apologize for the frustration and disappointment you have encountered during your recent visit to our dealership.  Your feedback is invaluable, and I assure you that we take your concerns very seriously.  I would like to personally investigate your case further to ensure we address all aspects of your experience.  Please feel free to reach out to me directly at ************ or at **********************.  I am committed to making this right for you and hope to restore your faith in our dealership.  Thank you again for bring this to our attention, and I look forward to resolving these issues promptly.  

  Best regards, 

  Josh B*****

  General Manager

  Customer Answer

  Date: 01/24/2025

  Complaint: ********
  
  I am rejecting this response because: there has been no response or resolution offered by the dealership.  I am still having to resolve my concerns on my own. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/04/2025

  We have been in touch with this customer and hope to have everything rectified for them within the next week.  

  Thanks, 

  Josh B*****

  General Manager.  

  Customer Answer

  Date: 02/21/2025

  The resolution of this issue has been delayed, as the key has not yet been replaced. I was initially informed that the key maker would come to my home for the replacement. However, they have now stated that they were not paid for home service, so I must schedule a time to meet them to have the key made. I am currently working with the key maker to coordinate this, considering my work schedule.
  
  

  

  Business Response

  Date: 02/21/2025

  We apologize for the delay and any inconvenience this has caused. We have provide the key maker a PO that will take care of it, but unfortunately they are unable to do this type of key mobile.   We appreciate your efforts in coordinating with the key maker, and we’d be happy to assist in any way possible to ensure a smooth resolution.  Please let us know if you need support in scheduling or if there’s anything else we can do to help expedite the process.

  Thanks, 

  Josh B*****

  Customer Answer

  Date: 02/27/2025

  Complaint: ********
  
  I am rejecting this response because: Their claim of providing the extended warranty for free is inaccurate. While I was initially told the warranty would be free, I later discovered it was added to the back of my vehicle loan, which is not what happened. They are only offering two free oil changes, despite a recorded conversation indicating there would be additional benefits after meeting with them following my BBB review. I only became aware of the limited oil changes last week when the service advisor informed me I had one remaining. Additionally, during the recent oil change, they failed to reconnect a component, causing my check engine light to come on. Although they cleared the error, I no longer have confidence in their service.
  
  Sincerely,
  ***** ******

  

  Business Response

  Date: 02/27/2025

  We regret that ***. ****** remains unsatisfied; however, we have fulfilled all of our commitments and have gone above and beyond to address her concerns.
  The customer purchased the vehicle AS-IS, but as a gesture of goodwill, we provided an extra key, thoroughly re-cleaned the interior—including professional carpet and seat cleaning—and refunded the Maintenance Agreement and Service Contract per her request. Additionally, we offered a no-charge maintenance plan covering two services and provided transportation while these services were being completed.
  We stand by our efforts to ensure customer satisfaction and believe we have taken all reasonable steps to address her concerns.

  Respectfully, 

  Josh B*****

  General Manager

• Initial Complaint

  Date:10/29/2024

  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.

  I was car shopping on the Internet and saw a 2024 Ford Bronco sport for sale at Stokes Hodges Ford for a retail price of $10,230 but the Stokes Hodges Prices after a discount was $9480. I called and asked if the vehicle was the price advertised and the representative said no. I told her about the price on their website and she said it was a mistake. I want to know why I can't get the vehicle for the "advertised" price. Especially since I've had to honor that myself in the restaurant business. Yes they are two different worlds, but advertising is not.

  

  Business Response

  Date: 10/29/2024

  Thank you for bringing this to my attention.  It was never our intention to mislead a consumer with this.  This was a feed error from the manufacturer that caused the mispricing of this vehicle.  I do apologize that this has happened and has already been corrected.  Unfortunately we are unable to sell a $40000 vehicle for $10000. 

   

  Respectfully,

  Josh B*****

  General Manager

   

  Customer Answer

  Date: 10/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Either way, the mistake is not on my part. That's false advertising. Saying it was a mistake from the manufacturer should be more of a reason to sell me the vehicle. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/07/2024

  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.

  I reached out to the dealership about an ********** that we wanted. This was last Friday February 2nd 2024. Worked a deal thru Saturday and came to good numbers. Placed my $500 deposit down like asked to do after they pulled my wife’s and my credit report to make sure we had good credit. This is a binding agreement at that point. Then today another gentleman calls me and states the owner just worked up a deal to sell the vehicle and we were not going to get it. Breaking the binding agreement on February 6th. This is not acceptable to me once they took the deposit and we agreed.

  

  Business Response

  Date: 02/14/2024

  I would like to apologize to *** ***** for the miscommunication and aggravation this has caused him.  We ended up having two customers on the same vehicle around the same time.  The deposit was mistakenly taken not knowing another customer had actually taken the car home looking to purchase it as well.  We have refunded the customer his deposit on the vehicle and are working to try and remove a credit inquiry.  Once again, we do apologize that this happened.  

   Respectfully, 

  Josh B*****

  Customer Answer

  Date: 03/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  As Mr B***** stated they had two customers, including ourselves who were interested in this vehicle. We started the process on Friday Feb 2. We were told on  Saturday Feb 3rd by our salesman that we would need to make a deposit in order to hold the vehicle since we lived out of state. We provided the information to our salesman on that day in order to hold the vehicle for us until we could get there the following week to (since we live out of state and **** miles away). The salesman told us on Saturday that the vehicle was ours. He also told us that he was busy with a customer but assured us that the vehicle was safe. Again on Saturday we verified with our salesman that we did want the vehicle and that we were willing to put down the deposit. On Monday morning our salesman ran the credit report. It was not until Monday afternoon that the salesman came back and said we needed to put the deposit down because there was someone else looking at the vehicle.  Mr B***** also stated that the customer had driven the vehicle home prior to making the purchase. What he does not verify is that they put a deposit down prior to our deposit? We understood that with the deposit the vehicle would be held for us until we could get there the following week. 

  We received our deposit back but the dealership hasn’t reversed the credit report pull. 

  Credit report has not been corrected!
  

  Sincerely,
  ******* *****

  

  Business Response

  Date: 03/06/2024

  The credit inquiry is a work in process.  We are still working on that and will pass along the information as soon as we have it.   

  Thanks.

• Initial Complaint

  Date:06/26/2023

  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.

  We went to the dealership and traded in my car. We also provided $2000 down on top of the trade in. We provided all of the requested documents, and signed a legal binding contract; that I have copies of. Now the dealership is harassing us and making threats saying they need additional information or they will go against our legal binding document and raise our payments. We have had this truck less than 3 weeks, the deal was done when we left the office. At this point, we would like to be left alone regarding any further documents and to only communicate pertaining future services that are in our warranty and agreement but more importantly for them to abide by the same policy and agreement they expect us to uphold.

  

  Business Response

  Date: 07/05/2023

  The ******* came in on **** **** and purchased a vehicle.  We asked them to provided proof of income to meet the bank stipulations for approval.  On **** **** they provided the pay stub, however the bank would not accept a portion of the income provided.  We explained to the customer that the bank was asking for additional stipulations but they refused provide us with them and they considered this personal information.   We were able to eventually get the bank to provide an exception to this and they funded the loan.  We currently do not need anything at this time and their loan has been processed.  

  Thanks, 

  **** ******

  General Manager

  Customer Answer

  Date: 07/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: We provided everything that was required and the loan was not fully processed prior to us driving off the lot even though we had already signed our legal binding documents. This was at 100% fault of the dealership. We then were harassed and threatened by the dealership that they would either take the truck or raise our payments even with the deal being closed. The dealership never sent in our information to the lender until 10 days AFTER having the vehicle. I, MYSELF, called and spoke with the lender to have the loan fully processed- NOT the dealership. This has been resolved on my own personal behalf.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/05/2023

  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.

  On ******* my credit was pull twice be the Stokes Hodges dealership without my verbal or written consent! I wrote an email requesting this dealship the reverse their inquiry from my credit report but they refused!

  

  Business Response

  Date: 06/17/2023

  This customer called in to the dealership on *** **** requesting information on a vehicle we had.    On *** **** she provide us with an application to pull credit to obtain payments on the vehicle.  We did pull the credit off of the online application submitted, but we didn't submit to any lenders because she had not come into the store.  She then called in on *** **** and said that she was no longer interested in the **** because of miles on it.  Unfortunately we are unable to remove a inquiry from their credit.  

• 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.

  I took my car in regarding a safety recall. Spent nearly 2 hours waiting for a scheduled inspection. I then was told my car was fine. I informed the employees that my vehicle was NOT fine. I had a safety scare in which my car's steering wheel locked up and would not turn while I was driving it. This incident prompted me to look into it, where I saw there was a safety recall. The employees informed me that my inspection had not included this, but I could return on Thursday for another inspection. Mind you, they tell me that even if my car needs repair, the safety recall no longer applies to me. Why not? They said I had toi many miles on my car (186 000) . That makes no sense. I have gone to that dealership MANY times for other recalls and repairs and have never been informed that there was a power steering assist recall that needed addressing. This is extremely dangerous. Ford acknowledges that my their faulty steering system, it had a recall, I was not aware, and now they won't fix it? I want my car fixed under the recall because they failed to advise me of this problem the other times I visited for repairs.

  

  Business Response

  Date: 05/16/2023

  This customer brought their vehicle  here on ******** for a recall.  Unfortunately the recall ***** that she brought it in for was already completed in 2014.  The recall was warrantied by the manufacturer up to 150,000 miles and is out of our hands on being able to do the repair under warranty.  She would need to contact Ford due to it being a manufacturer warranty, not dealer warranty.  If she does want to complete the repair we don't mind trying to help a bit but can't cover under the warranty. 

  Fords Customer Assistance number is ***** *********  

   

  Thanks, 

  **** ******

  General Manager

   

• Initial Complaint

  Date:07/07/2022

  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 experience with this dealership was horrible. I "purchased" it on Saturday and everything was ok. Mind you the sales guy never asked me for a check stub or anything. Deal was I needed to come back on Monday to put the down payment down as it was late Saturday when I "purchased" the vehicle and my bank was closed and would not authorize that amount on my card. I was texted Monday and asked for check stubs. No big deal sent the right to him immediately and told him I would be coming to the dealership at 5 pm when I got off work to give money. Showed up on Monday and was told bank pulled loan back. James *** found out this info at 10am that morning but never informed me so I would have time to talk to my personal bank that day. So again late my bank closed no big deal I will speak to them in morning. The down talking was what really did it for me. I am a woman and purchased a truck. I was made to feel as I could not afford it by James *** the salesperson and text multiple times the next day asking had I figured out what I was going to do yet. This upset me so bad that my boyfriend decided to speak on my behalf over the phone and entire attitude changed. My sales guy was very sexist. Long story short I went back Tuesday and check was written entire amount of the truck. They offered a we owe agreement on the truck and were going to call Thrus, **** and still havent heard back from them. Left several messages. Also told they were going to fill up truck for me having to make multiple trips due to these issues and they put a 1/4 tank of diesel in it. I agreed to Stokes puling credit 1 time. It was pulled 6 additional times from what James said some to fin out it was pulled 10 additional times. Everytime I ask to speak to GM he is apparently out of office. Now I will say on Tuesday when I went back with check I spoke with a Gary ******* the Sales Manager and he was awesome with the renegotiation and final sale of the truck.

  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 8, 2022/07/19) */ We have spoken to Mrs. ****** and believe we have gotten most of her concerns taken care of.

• Initial Complaint

  Date:06/01/2022

  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.

  Purchased a vehicle from this dealership on **********, 2021. Spoke with the General Assistant/Sales Manager on *********** 2021, regarding various items not working correctly on the the vehicle. The vehicle was returned the Stokes on **********, 2021, by my husband and he was given a loaner. There were numerous issues with this vehicle and we were advised that everything was being taken care of -- ALL LIES. There is not enough space in this section to include all the lies that were told to us. All Stokes was interested in was selling a lemon which they did. My husband and I are at our wits end because this vehicle has been in and out of vehicle repair shops and we have purchased items on line all to no avail. This vehicle is still at a local repair shop and they can't figure out what's wrong with it. I have communications between Stokes and myself and all repair costs that I have incurred with this vehicle. I would really appreciate the opportunity to share all the lies that were told and showed to me by Stokes. We have spent over $1755.30 (at repair shops) in addition to monies spent on line for items ordered. I really am thinking about taking a loss and having bad credit. I don't have access to a scanner at home where I could upload the documents but I could mail them.

  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 9, 2022/06/20) */ Mrs. ******** purchased a ******************** AS-Is from us in ****** 2021. They did have an intermittent issue that we helped with shortly after purchase but we can not continue to keep helping on such an old vehicle. When they initially had issues we recommended they trade it for a newer vehicle but they did not want to do that. We would still recommend that they purchase a newer vehicle. Consumer Response /* (3000, 11, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stokes Hodges Ford never helped us with the intermittent issue with this vehicle which is evident by how many times we had to have this issue rectified by vehicle repair shops in our location. Nor did they ever recommend that we trade it in for a newer vehicle which we would have done after we started paying additional monies for repairs. That statement from Stokes is just untrue. All I am hoping for at this time is that Stokes reimburse us for all monies that we have had to pay because of their incompetence in selling such a lemon. Business Response /* (4000, 13, 2022/06/21) */ Please see as is agreement attached.