ComplaintsforLanders Ford Collierville

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used truck from Landers Collierville ***** I was advised this truck had been checked out and it was sound. I raised some concerns after purchase that after running into issues with insurance covering vehicle. I reached out to the dealerships the day after purchase on Saturday 9/2 and requested to retuned the truck. I was advised call back on Monday 9/4 to speak with another manager. That manager offered to have me return car but said they would have to wait 10 days before the could issue payment back to my bank for car. I let him know I was having issues with truck and could not wait 10 days. He advised the department he needed to talk to with Ally was closed due to holiday but would reach back out to me. I reached back out Wednesday for that manager and never got a call back. I think get a call from that manager on Thursday advising me that he could return the truck I bought but would still have to wait 10 days. I let him know I brought them a check from bank and my bank was requesting funds back to purchase another car and that waiting 10 days was a hardship. I asked for another manager to escalated this. I then get a call on Saturday demanding I bring truck back in with notice. I was at work and trying to talk to two different managers asking for an extension to return truck since they called while I was at work. I tried to bring truck back on that following Monday but truck broke down in route. I advised credit union. I reached out to dealership to make sure I could have truck towed it and was advised my credit union told them I was keeping truck so they went ahead and proceeded to purchase it. I reached out to my credit union manager and he advised no one advised the dealership of that and that to let them know again I wanted to return the truck. I am again requesting to have truck towed in and retuned to cancel this deal out!!

  Business response

  09/29/2023

  The customer purchased an AS IS 2019 Silverado with over ******* miles on it.  After purchase, the customer commented that he had a hold from his insurance company and some concerns with the truck.  It is my understanding based on comments made later on that the insurance issue has been resolved.  I originally spoke to the customer on Labor Day, 9/4 at 10:25 AM.  I asked to be able to research further.  Originally, I told him that I would like to talk to the Lien Holder on Tuesday morning.  However, after reviewing the CarFax and Autocheck, and talking to him again about the challenges he would have to bring it back, I told him to go ahead and bring it back that day.  We would honor his request to unwind the deal, but there would be a 10 day hold until his original check cleared.  I told him that he needed to bring the vehicle back if he wanted us to do anything.  He never showed up that day.  I heard nothing from him.  He claims to have left a message on Wednesday, but I do not have a missed call or a message from my receptionist. 

  I reached back out to him on Thursday, 9/7 at 3:35 PM.  He told me that he was not going to bring the vehicle back unless we could resolve the check hold.  We talked to the bank that he financed through and to our CFO.  I attempted to contact the customer at 4:06 PM to let him know that we would overnight his bank a check once we had the vehicle back.  I left a message for him to call me.  I did not hear back so I called him at 6:45 PM from my cell phone to give him the news.  I told him we need the vehicle back ASAP if he wants to unwind the deal.  We never heard from him on Friday.  Saturday morning, 8 days after the purchase, we called him and told him that if we wanted to unwind the deal, the vehicle needed to be brought back to us that day.  After several phone calls, he pleaded to be able to bring it back Monday morning.  I told him that if it was not back by **** on Monday, we would no longer be able to honor his request to unwind the deal.  I have not spoken to the customer since then.  My finance manager talked to the lender and was told the customer was keeping the vehicle.  We considered this resolved.  

  On 9/21, we received a BBB complaint.  This was the first time we heard anything about any additional issues that the customer may or may not be having with the vehicle.  The customer had my cell phone number.  I confirmed with the receptionist and the sales managers that nobody had heard from the customer, and heard nothing on my desk or cell phone.  We will not be able to unwind this deal as we feel like we tried on multiple occasions to work this out with the customer and he continued to push things off and not communicate what was going on.

  Customer response

  10/02/2023

   
  Complaint: 20637467
  
  I am rejecting this response because: I have been requesting an owner or a higher level of management to call me to discuss this and  try and come to amicable agreement between all. I have been requesting a manager to call me and discuss this  overall transaction. 
  
  Sincerely,
  
  ***********************

  Business response

  10/03/2023

  *** the customer's request, a member of the ownership team spoke with him.  We worked out a settlement that he agreed to.  He will be keeping the truck.

  Thank you.

  Customer response

  10/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution of providing a check of $1500 that they agreed to overnight to me to resolve this issue. I am very greatfull that a member of management returned my called and listen to my concerns to try and find a solution to help with repair costs.

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

  356 **************

  Collierville, ** 38017

  
  

• Initial Complaint

  12/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold my car back in June (6 months months ago). I was told by **** HQ to reach out to the dealership where I bought the car to receive my warranty check. The man on the phone confirmed the check would be about $1200, asked me to send my license and vehicle sale paperwork - which I did immediately following our call. Called back and confirmed, he said check should arrive in 2 weeks. I waited 2 weeks then followed up about every 2 weeks since August 9 (when I sent all the info they requested via email). It is now December 25. I have left MULTIPLE voicemails over this time and havent received so much as an acknowledgement or call back. The previous person in the position (*********************) left in I think October or November. The new person in the role I have left at least 5 voicemails for that havent been returned. I hate to be like this, but $1,200 isnt a small check. Get me the money you owe me and I have done my part in following up on 10+ times in both verbal and written communication. Or Im happy to take it to court as well.

  Business response

  12/26/2022

  Abbey,

  I apologize for the challenges that you have had in getting a response to your inquiry.  I tried calling the number provided to me this morning and left a voicemail.  Would you please call me directly at ************?  I would like to verify the correct address for the check to be sent.  It was previously processed, but send to your Memphis address in error.

  Thank you,

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

  GM Landers Ford ************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  One year ago, I bought a 2016 ************** Focus from a car dealer with 101K miles on it. It was working good and it has now 106K mileage on it. 2 days ago a saw a check engine light start to appear with the failure of the car to accelerate when pressing the gas paddle and RPM goes up. I immediately visit my mechanic and he told me that this is a common problem in **** Focus. Most of them has Transmission problems. I checked the internet about that and I found that true. Also, I found **** make recall of several years model of **** Focus for a transmission problem. My mechanic asked me to visit Lander **** dealership to see if my car recalled or not. I did visit them and they said my car has never recalled. Also, they said it still within 7 year of manufacturing so it should be covered by warranty for Transmission clutch. but when they see that the mileage above 100K they said the warranty is expired and I have to pay to replace the transmission. I asked my mechanic about the estimate cost to replace the transmission, he said it costs $3.5K-$5K. Now I'm in a big trouble just because I select to own a **** car. I paid all what i have to buy it and now I need to pay additional $5K. If I knew that the **** Focus has that problem before buying it, I would never buy it and buy another car brand with a good reputation. Because now I feel like I just wast my money and has no money to buy another car. I see, since this is the fault of **** they should correct it and stop making us suffering.Thanks

  Business response

  10/05/2022

  Customers issue is with ****************** and not Landers ford, **** extended the warranty for certain repairs and customer has exceeded those limits. No further action will be taken.

  Customer response

  10/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept the business suggestion to shift my complain to be against ****************** instead of ****************
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a car (VIN *****************) on 4/25, the paperwork said it had 32k miles. but when we try to get some warranty work done we find out there re 50k+ miles on it.we're still getting the run-around by **** warranty over this.in my opinion, they are a scam.

  Business response

  06/03/2022

  Landers Ford ************ has spoken to ***************** and we have amicably come to a resolution in which he is happy and no longer has any conflict with Landers Ford. We appreciate his business and the opprotunity to correct this issue for him.
  
  *************************
  Landers Ford

  Customer response

  06/06/2022

  *************************
  Fri, Jun 3, 2:35 PM (3 days ago)
  to Better
  
  FYI, I worked through the issues with ***** the general manager.
  We've come up with an agreeable solution.
  
  Thanks

*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. ↩