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:10/31/2024

  Type:Product 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.

  1. On September 30, I bought a used car at the Lugoff Ford store. Before I bought it, I found that the engine light was always on. They said they could help me solve this problem. On the day of the purchase, they asked me to go to the maintenance department to solve it. The maintenance department said that they were off work and could not help me solve this problem today. In the next few days, I went there several times, and they said they were not available to help me solve this problem. Until October 29, the engine could not start. I asked a tow truck to tow the car over. They checked and found that it was an engine failure and needed to be replaced with a new engine. My demands: 1. Return the car. 2. Compensate for my losses, towing fees, taxi fees, etc.

  

  Business Response

  Date: 11/20/2024

  Lugoff Ford has bought back the vehicle from the customer and considers this a closed matter. Thank you.

• Initial Complaint

  Date:07/01/2024

  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.

  After 6 pm Feb. 9, a salesman from Lugoff Ford drive to my home in Eutawville to take me to Lugoff to look at a pickup truck the company had advertised online. We arrived at the dealership at around 8 pm. But instead of either the pickup (and Van and SUV), they had retrieved a Nissan Altima from an associated dealership they said was the only car I could get financed on. The price of this car was over $13,000, which was much more than I knew I could afford. I explained this and asked where the truck was, but instead of showing me anything the salesman made me wait so he could check with the manager (a delay tactic to which I'd be subjected for the next three hours). I had asked to be taken back home, but again, I was made to wait. At around 10:30 pm, after the store had closed, I was presented with a contract seeking a down payment that I didn't have. They said it was to satisfy the lender, so they said they'd check the box indicating I'd put down $1500, and pass it off as a gift. That gift was a contract for nearly $14,000 at 29 percent interests requiring a monthly payment of $402/mo. I live on Social Security, $1750/mo. In addition, this model caused my car insurance to double, meaning that of $1750, I'd have to pay more than $850 just to drive. That would leave me $900 to live on: pay utilities, food, medicine, fuel, phone, etc. finally, at around 11 pm, I decided that if I wanted to get home, I had to take the car, but I thought South Carolina had a 3-day contract withdrawal period. Unfortunately, when I called to arrange this, they said no such law applied to dealerships, and that if so, the third day was Sunday, a day the dealership was closed. Needless to say, I never wanted this car, nor would I have agreed to be driven 90 minutes from home had I known they had baited me and switched what I could afford with a car they had to get from another lot, because they simply never intended to sell me what I sought from their lot. I tried returning.

  

  Business Response

  Date: 07/01/2024

  The customer submitted her info via various channels. She was then contacted by an associate in the store who arranged transportation. The customer chose a vehicle and agreed to terms of the sale. After she took delivery of the vehicle she was elated and told her consultant how happy she was. It seems as if the loss of a job has prompted the customer to attempt to 'give back' the vehicle. This is not something Lugoff Ford is able to do since she signed a legal contract with a bank. Customers can not enter into a contract with a lender and 3 months later decide they want to return the vehicle. The dealership tried to help her into a lower payment vehicle to no avail. We are unable to release a customer from a contract.

• Initial Complaint

  Date:08/09/2023

  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.

  In April 2021 I went to Lugoff Ford to purchase a vehicle. They brought out a 2016 Lincoln MKS and told me that this is the best they could do for me considering my credit situation. After a year and 8 months(January 2023) the rack and pinion went on the car and was going to cost me $3000 that I didn’t have. I called Lugoff Ford and they told me to come in. They told the best the could do for me was a 2018 Ford Explorer XLT. They didn’t have any other options for me and said this was the best they could do considering I didn’t have any money to put down. The payments were $120 more than the last car. After a couple days of having the truck it was blowing cold air while the car would be parked. Brought the truck back to them and they tried to get me to pay for it, which I was not standing for it. So the sales manager made sure they fixed it after sitting there for 8 hours. July 23 my battery died due to the keypad draining the battery. I replaced the battery as I’m driving the doors keep unlocking. I called lugoff ford and they told me to come down. They said they can’t fix it but can puts me in a new car with a higher payment ofcourse. The first car they pulled around was a 2018 2 door dodge ram that was use for a work vehicle by the previous owner. I explained to the salesman that I had a family of 4 and that the vehicle would not work for me and my family. He came back 20 minutes later with a 2021 ford edge with the window cracked from one end to the other. I was told to call my insurance company and they would be glad to fix the window for free. Which I declined to do. After another 45 minutes they came around with a 2022 Hyundai Sonata. The car was a good car and had everything you could ask for. I was even considering it with it being a much smaller vehicle than the truck I had. I told them if the payments were the same or even close I may work with them. The payments were $150 more bring me to $800 a month. They said that’s all they could do right now and fixing my car was out the question.

  

  Business Response

  Date: 08/14/2023

  Mr. ******** is scheduled to have an appointment with the service department so they can review the key pad concern. Unfortunately preowned vehicles can have issues that can be impossible to predict  Lugoff Ford makes every effort to help a customer as possible and sometimes the best option is to trade vehicles. Lugoff Ford will provide options to repair or replace a vehicle for a customer so they can make an informed decision.

• Initial Complaint

  Date:12/28/2022

  Type:Customer Service 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.

  According to the car fax provided to us by Lugoff Ford, the sunroof was an issue that was reported to fixed. However, upon purchasing the vehicle we signed an "I owe, You owe" document stating that we would need to bring the vehicle back in to repair the issue. After having a separate issue involving a $15 check valve that my husband is going to fix himself since the resolution cannot be determined, we cannot get anyone at Lugoff Ford to return a call about any repairs. We purchased the truck that apparently needed this valve replaced before being sold. After they attempted to repair the vehicle and kept it in the shop for 3 weeks, they have now decided that we purchased the vehicle as is and will not be fixing the issue. At this point, it is just easier to repair the vehicle ourselves. We would like to have the sunroof repaired as we are owed this. I also feel as though we should be reimbursed for the time that they had the vehicle and did not attempt to fix the issue. I feel as though half of the first month payment, $369.38, should be compensated as the vehicle was in the shop possession for 3 weeks and no issues were repaired.

  

  Business Response

  Date: 01/11/2023

  Lugoff Ford has been in contact with the customer and we are working to resolve the issues stated.

  Thank you.

  Customer Answer

  Date: 01/12/2023

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