ComplaintsforCovert Ford Inc

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a down payment on a Cadillac xt4 on June 7th 2024 of $6000. Within the first week the sunroof and visor stopped working. I was stalled to drop the car back off while they were waiting on the extended warranty to kick in. On June 24th Covert ford set an appointment with Covert Cadillac to get it fixed. A loaner was given to me but I felt it wasn't as the same standard as the car I purchased so I complained. It turned into a back and forth spat and I requested my money back only to be threatened with surcharges for smoking in a car that wad purchased by me and cleaning fees excessively for the loaner. I was convinced to keep it until the following Monday until the roof was fixed only to be contacted by Covert Cadillac and told that they can't fix it because the warranty still hasn't kicked it. I'm filing a complaint now because I'm going back to Covert Ford tomorrow to attempt to get my money back and I know they're not going to want to fully refund me if I ask for it back.

  Business response

  07/15/2024

  ************** purchased a 2019 Cadillac XT4 on June 29,2024.  The vehicle went through our pre-owned vehicle inspection process, all of Covert's pre-owned vehicles go through this process.  ************** purchased as is pre-owned vehicle and did elect to purchase an extended warranty for that reason.  We encourage ************** to call his warranty company if he has any questions or concerns with covered components, which include possible rental coverage.  
  
  Covert Ford is under no obligation to provide customers with a courtesy vehicle, while their vehicle is being serviced. However, Covert Ford does make every effort to accommodate customers when possible for customer loyalty purposes.  In ****************** case our General Sales Manager, accommodated **************, and provided him with a courtesy vehicle.  Covert Ford doesn't maintain the inventory to accommodate customers with an equivalent courtesy vehicle.   ****************** comments regarding damaging our courtesy vehicle are accurate.  He not only returned the vehicle with a strong Marijuana order, it also had damage to the undercarriage of the vehicle, causing Covert Ford hundreds of dollars to repair.   
  
  While visiting Covert Ford to discuss the loaner vehicle, ************** used abusive language during his conversation with our General Sales Manager regarding the damage to the vehicle, which included stating "I can do whatever I want with your F****** vehicle".  Needless to say, at this stage, the General Sales Manager continued to accommodate **************, and kept him in a courtesy vehicle.  
  
  ************** vehicle is properly being serviced at a Covert Cadillac authorized dealer. Covert Ford has accommodated ************** at every stage of his purchase and after.   
  
  Thank you 
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The business listed the car for much less than they charged me before taxes. They took advantage of my vulnerable position as I required a vehicle desperately and knew very little about cars. They charged me FAR above what the vehicle was worth. They rushed me through the confusing process and continued to assure me that I was getting an amazing deal and that they were helping you out because you work in education. They were adamant that this was a fantastic price for the vehicle I purchased and took advantage of my being overwhelmed by the situation and sales tactics. The vehicle had hail damage and a previous accident, which were not disclosed to me. They charged me $16,000 more that what the car was worth.

  Business response

  05/20/2024

  *************** purchased a 2016 Kia ***** on 8/26/2023. Our records show we sold the vehicle as listed. Covert's sales management utilized all their financial institutions resources in assisting *************** with obtaining financing. Covert's sales staff were transparent about pricing, qualifying interest rate, extended warranty pricing and taxes. 
  
  *************** was given the space and flexibility to test drive and review the condition of the vehicle before purchasing.  CarFax reports are available on all Covert's online advertised used vehicles and customers have the option to request one at any point during the sales transaction. 
  
  
  Thank you 
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a truck December 18, 2023. The truck wasnt present so the seller told me he was getting it from a lot in *******. Come to find out the truck was at an auction that they placed the truck on because it was sitting on there lot too long. My contract Miles and the service miles are totally different. My contract has less miles than the service miles. so on my VSC warranty Im getting cheated out of almost 400+ miles. 2 1/2 weeks later after my purchase I get a text message asking me to go get the truck inspected for registration. On my contract it shows a charge for all that but I end up doing it. The truck left there lot without being inspected.The truck failed about one month and a half after purchase. I took it to ************* because that was the nearest place from where I broke down at. ******** contact the warranty department and the warranty department had an inspector come out and check the truck approved of all parts, come to an agreement on labor. So I contact where I purchased a truck from and they agreed to get the problem resolved on March 8. The warranty department called me and said covert is going to take care of the problem And didnt explain the reason for them taking over the problem. March 9 I get a call saying the truck has been contaminated with def. The truck is still riding on the def fuel From when they fill the tank up when I purchased it. Keep in mind ********, ********** had a preferred warranty department inspector come check the truck and never mentioned anything about contamination. So now I had to pay out of my pocket when the warranty was going to cover it but covert either put def In the tank because it was not there, when inspector check the vehicle. So now Im going legal because I know I have a case with the odometer and my paperwork, not matching up and not wanting to take ownership of a failed CP4 and fuel system that they parsley fixed in 2023. not only that when I asked the sales guy to let me see ****** he refused

  Business response

  04/29/2024

  ************************* purchased a 2019 **** F-350 on 12/18/2023 with ******* noted on all sales documents, odometer, warranty and finance which ************** signed.  ****************** statement referencing the mileage difference of 400 +, is actually 277 miles, ****** reported mileage of 108,1365 on 12/16/2023.  We are in the process of updating the mileage difference to Preferred warranty and requesting it be updated as soon as possible. 
  
  
   ************** sourced the vehicle through CarGurus which directed him to our Covert Ford Lincoln website.  The CarFax report is available to all customers during a CarGurus search and available once on our website via a CarFax link next to all our used vehicles advertised.  The CarGurus shopper profile shows ************** clicking on the CarFax report several times on 12/17/2023, prior to his purchase. 
  
  The vehicle was a trade-in on 8/17/2023 with reported mileage of *******.  Prior to the trade, the previous customer had the vehicle serviced at ***************************************** on 8/16/2022 at ****** miles.  At that time, the repairs included: Power steering pump replacement, high pressure fuel system replacement, (which removed the def fluid contamination) and computer programming.  
  
  
  On 9/8/2023 a one year state inspection/registration was performed.  ************** took his vehicle to *********************, at the time it had been driven ***** miles since purchase date.  ********************* contacted Preferred warranty to cover similar repairs done on 8/16/2022 at Covert Ford.  The difference in repair hours that Preferred would cover and what ******** quoted were 13 hours .   This left **************, to decide if he wanted to pay the additional 13 hour needed to repair the vehicle, he declined the cost/repair.  
  
  Preferred warranty contacted Covert Ford due to the concerns being similar to the service performed 8/16/2022, We had the vehicle towed back to our facility on 2/23/2024 at ******* miles to diagnose.  The diagnostic determined the vehicle's high pressure fuel system was failing. After taking a fuel sample and pulling the primary fuel filter found DEF contamination. 
  
  
  ************** had already driven his vehicle over ***** miles. 

  Customer response

  05/01/2024

  Complaint: 21609298
  
  I am rejecting this response because:the response information is not true. I had addressed the mileage concern information to the ** and its was never addressed on there behalf. You cant change anything if the contract was signed by you and me without my consent . Also the truck was at the auction in **** so how did it get inspected on the 16th when The truck wasnt even present. I even had to get  the registration done. Also when my vehicle failed in ******** , the service department said that covert partially fixed the right side of the fuel system, and not the whole system, which will cause failure down the line. Another lie I dont like is show me proof that I looked up the Carfax on that vehicle because if I did and I wouldve seen that in the service records, I wouldve never purchased the vehicle. And why should I have to look up a Carfax four times. Even on the **** app when I look up the service records, it never showed anything about a fuel system being repaired. So why are yall hiding this information? Also, I know when you sign a contract, the mileage should be documented on the contract correct when you purchase the vehicle. I was at the dealership when the truck was driven from **** to ****** so can you tell me the correct mileage on the truck? I dont think you can because the truck wasnt serviced or inspected when it came from **** and I had to put a turbo hose on myself from your service department when the truck arrived . Another red flag is the truck shouldve been inspected and registered in your hands and not mine. The contract clearly shows yall charge me for it, but I had to go get it inspected. This was far my worst experience at a dealership, and I will never do business again.
  
  Regards,
  
  *********************

  Business response

  05/09/2024

  We respectfully stand by our previous response.   Thank you

  Customer response

  05/17/2024

  Complaint: 21609298
  
  I am rejecting this response because: so it ok to sale a truck without getting it registered and its proven the truck was not on your lot so the truck should have been serviced properly. Can you provide me with the proper mileage on the truck? So its ok to let a vehicle leave your lot without the proper mileage that you said you were going to adjust without my consent and charging me for registration when I clearly had to go get it done because yall failed to. I dislike even purchasing a truck from this Covert but Ill just go the legal route! By the way the truck is fixed and the pump had failed there was no contamination on the injectors or pump. So I would like yall to provide the injectors number in your service records since **** said it was a new system. Rust does not happen in a month after you purchase a vehicle this was a previous problem and I have all the proof even from the adjuster were my vehicle was fixed.
  
  Regards,
  
  *********************

  Business response

  05/24/2024

  Attached are the vehicle test details / state inspection performed on 9/8/2023.  Covert leadership is working with warranty company to adjust the millage difference indicated in our first response.  Thank you

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a vehicle from Covert Ford on research blv couple of months ago and ever since I got the vehicle it has given me problems. All the problems I have been facing were all under warranty. The problems that are occuring are all electrical it seems like. One problem that happened which was the first one was a safety sensor that took them almost 6 weeks to replace, i was told it was the 3rd part they had tried that had finally worked. then i got the truck back and then after 2 weeks my APIM unit/ piece went out and then I contacted them and after time when i gave them my truck they told me that they could not fix it, the part itself they could not get, and that they do not have a time frame and do not know when it will be fixed. My problem right now is they are not communicating like they should be, during all this i was ghosted, wasn't informed, and they are supposed to fix this because its warranty related. It has now been more than a month and they still have only sent me one thing saying how they still cannot get the part. I contacted the general manager and gave him the entire log of when my truck was there, dates, times, and he responded with " *************** I am looping in my team to help get on these repairs" and now it has been a week and still nothing has been said to me. when i went back and checked my log they hava had my truck for more than 7 weeks and 2 days at the dealership and i have only had it for 29 days total. I would like some solution to happen, either my money back including my $10,000 dollars down payment, for them to either fix it, or give me a different vehicle equivilant without any cost to switch, or to work with me on a solution through all this that we can agree on.

  Business response

  02/05/2024

  This is a part issue with **** and we are waiting on the same thing. Below is the answer from **** as we are waiting on the part. We will buy the vehicle back for the market value however that is not the same as buying it for the amount the customer paid. 

  
  
  
  I just checked with parts ***** for an update. Still no release date on the part due to programming/software issues on ****'s end per the Copis case. Here are the notes from **** on this case:
  
  
  The shipping ETAs of this part varies due to programming issues. Service centers are pulling the orders and shipping in chronological order by current listed priority. There are no ETAs attached to these orders. Your order has been added to a spreadsheet for Engineering to prioritize your order for resolution. 

  Customer response

  02/05/2024

  Complaint: 21239870
  
  I am rejecting this response because: That is not a solution to the problem. When I signed the papers for my warranty , and the employee at covert signed his end too. That was a written agreement saying that **** and Covert would take care and fix my vehicle whenever it had problems. The problem that is happening in the vehicle is under warranty. Them not fixing my vehicle and saying its because **** is not a solution. My vehicle is not functioning to its full potential , it's unfair to not consider giving a refund, switching me into a different vehicle at no cost/ fair and even trade, or fixing the vehicle in 30 days. I think that **** and Covert need to find a solution that isn't just waiting and seeing when the part will be fixed. It has now been 1 month and a few weeks with this problem. 
  
  Regards,
  
  ***************************

  Business response

  02/07/2024

  ...In ******************** response he referenced several concerns that are **** Manufacture related and some related to communication between Covert Ford staff.  Our final response will address both.  The vehicle is still under manufacturer warranty 3-years/ 36,000 miles, which covers bumper to bumper.  **************** did purchase an additional Pre-Owned warranty, which covers 48 - months ****** miles whichever comes first.  He references this warranty as a signed agreement, which it is and all our customers who purchase this warranty sign the contract warranty form, including dealership personnel at the time of purchase.  
  
  
  The dealership is well positioned to address the repair under the manufacturer's warranty, however, **** Inc, is experiencing an engineering issue with the part (APIM) that's needed to address the electrical issue **************** referenced.  As of today, **** Inc, does not have a solution or an ETA, which continues to cause the repair delay.  ************** referenced our General Manager response assigning this to his team to assist him. 
  
  
   Our Fix Operations Director has been in constant communication with ****************, shortly after being assigned to assist him. He's provided detailed options, that address ******************** request to find an equivalent vehicle (trade out of the vehicle without any cost to him or get his down payment back.   Cover **** follows the **** Inc., process when their customers have issues or concerns with their product.  That recommendation requires all customers to call **** Customer Service # ************ and request that **** buy back the vehicle back, assist with monthly payments or trade in allowance assistance to purchase another vehicle.    
  
  
  ************** submitted a request to have his vehicle bought back, unfortunately, **** Inc declined his request.   Covert Ford is prepared to repair the vehicle when **** Inc, provides the necessary parts. 
  
  
  Thank you

  Customer response

  02/08/2024

  Complaint: 21239870
  
  I am rejecting this response because: how is the only solution that is come up with is to sit  and wait until **** has a response? From when I spoke to the **** representative on the phone she mentioned that the dealership has been cut and dry and not responding to her. She also mentioned she was trying to get on a phone call this week with the dealership and Im awaiting to hear back from her if she was able to because this dealership lacks communication. For customer service this is not great, its basically being said to sit over there with your broken part thats effecting the entire stereo system and speakers turning off and to just deal with it.  My concern is why is it okay to let me drive a vehicle that is malfunctioning and possibly wait months, and maybe even a year. Again, so the only solution you have for me is to continue to drive the vehicle hike it has all the malfunctions?
  
  Regards,
  
  **************************;

• Initial Complaint

  11/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Literal theft occurred at this dealership. Aside from the usual con practices of posting an online price and then hitting you with non negotiable addendums that raise the price of the car, this dealership has owed me money that they refuse to pay out. If you have a paid off trade in do not take it to this dealership. There was an amount given for my trade that I agreed to with an understanding that I would not apply the funds to the sale but instead would receive a check for the value. It was understood since I had a free and clear title that I would get a check overnighted to my address. I have since signed all the paperwork and the title to give Covert Ford full ownership of my trade at the time of sale. It has been almost 3 weeks and no check in sight. Repeated attempts of contact have only resulted in run around explanations with no information on why the delay to our understanding. I fully believe they do not intend to pay resulting in an outright theft on my behalf. Do Not Buy from this place.

  Business response

  12/11/2023

  The delay in processing the purchase check was due to incomplete paperwork. He sold us a vehicle w/ a clear title that was signed over to his dealership. We processed it as a dealer purchase because of that and were waiting on the **9 for ***************** to proceed. processed the check Mon, Nov 27th and called ********************** twice on 11/27. Both times I was forwarded to voicemail that was not set up so I could not leave a message. I did follow up w/ the customer on 11/29 to arrange for his equity check to be overnighted because ***** told me about his post. I sent ***** an image of my phone records from Monday 11/27 that shows I called him twice. I am also including the tracking for the check he rec'd on 11/30. I hope this is helpful. thi is from our title clerk. It has been overnighted and it is there at his home. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I agreed to purchase a vehicle and they signed a We Owe that they have not completed. They have had over 1 month to do it and are not done yet. I want to cancel the contract now because they have not met the requirements in a timely manner.

  Business response

  11/07/2023

  We have fixed the tailgate the customer pointed out at time of sale aswell as other pieces after on the tailgate the customer pointed out after . There is a piece on back order we are also willing to fix that was not part of the orgnial We-owe the customer states that we are waiting on the part to come in. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Month and half ago i bought a 2019 chevrolet silverado ,from dealer since day two truck started having problems ,i took it to the dealer they said they will fix it they took it for a few days and gave it back to me after 16 days told me they fixed the transmission issue ,next day i have the truck i found out they damaged my truck while they had it they told me that they will fix it to bring it back when i went back they said come later on way home that day check engine light came on again ,i went back to them they took the truck and returned to me again said it was fixed ,same day i took it back transmission went out again ,they claim they fixed it and now again check engine light is on my transmission is no good again ,i haven't been able to work i put almost 7000$ down payment and i cant drive my car this truck is a lemon they need to take it back and return me the money the Gsm ************************* didn't do anything i talk to him multiple times now they have the truck back again to fix it and i am left ******* paying for uber everywhere this is straight ridiculous please contact dealer ask them to take the truck back since its a lemon .i am done being the nice customer all people there are rude and dont want to help,if this doesn't get resolved i will be forced to get a lawyer

  Business response

  11/10/2023

  We supplied this customer with a loaner vehicle the first time his truck had issues, which he took our loaner vehicle to ******* . We even redetailed his truck for stains that did not come off orginally. The Chevroelt  truck he purchased is under factory warranty and all the work was performed at a ** dealerhsip to get fixed. Customer took the vehicle after it was fixed and came back maybe 1-3 weeks later not sure of the time line. We instructed him to take it back to the ** dealership since it was underwarranty and they would help get it fixed again if it was having the same issues. Customer was upset that the ** dealership that would performing the work did not have a lonaer for him to drive at that time and this customer was upset. He demanded for our dealership to give him a loaner while another dealership was working on his vehicle. His truck has factory warranty and is able to looked at with a great chance of not having to pay anything out of his pocket. I feel he is upset because the dealership does not have a loaner and he expects for us to give him one which we cant . He has talked to me, ****** , about trading out of the vehicle which we gave him options to do so , but he was also wanting to get in to a more expensive truck at no additional cost. He was trying to upgrade his Chevrolet to a **** F-250 and keep all the numbers the same which is something we could not make happen . 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 15, 2023 I am have ****** dollar purchase with a monthly payment of ****** per month to pay for the next 5 years. On July 3rd 2023 my ******* Elantra was stolen from my front yard and on July 5, 2023 I was given the grave news that the five teenagers that stole my car to take it joy riding totaled my vehicle that I only had 4 months to pay the car off.On October 23, 2023 as I was driving my 2018 **** Escape my "transmission emission service now" light pop on my dashboad. I immediately took it to Covert in Bee Caves to the service center where they checked everything and found out that I needed a new battery. I was like okay I purchased the battery took the car back to the dealership and they put the new battery in and that was that. Not!!! The light for the transmission came back on now with the check engine light now popping up turned back around and they said that I needed to take it Covert Ford since was a ****. Took the car to the service center on 10/23/2023 and then I get hit with well ****************** it will be a three week turn around because I have sixteen other cars ahead of me. Now here I go I have to go and tell my job the MANDATORY THREE DAYS I HAVE TO GO INTO THE OFFICE I am going to have to work from home. No loaner car was offered nor rental car provided for me to be able to get around just to do errands and go to work from the dealership. No I am on write up at work with the threat of losing my job and angry director and assistant director because it not fair for my other teammates to not be able to work from home on three week timeframe. I agree! My questions is can I miss my car note payment for the next two months to cover me get ride share to and from work Tues-Wed (****) cheaper route than renting a car? No you are going to want your payment of my car note without excuses on November 3, 2023. Right!!!???

  Business response

  10/24/2023

  I'm sorry for her situation. The wrong store has been forward this complaint. This needs to be forward to our **** store on 183. Thank you!

  Business response

  11/09/2023

  The vehicle was not purchased at Covert Ford and has not been Serviced at Covert Ford. The Customer took position of her vehicle prior diagnoses being performed.

  The vehicle is a 2018 **** Escape with ***** miles was purchased used at another dealership and would not qualify for the **** Loner Car program. 

  ****************** purchased a Battery at another Dealership and when this did not repair the vehicle she was sent to Covert Ford for repair, but chose to pick up the car before being checked.

  ****************** would need to file the complaint with the Selling Dealership and not with Covert Ford. If she is requesting a replacement vehicle or repairs made at no charge.

   

• Initial Complaint

  10/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I dropped off my vehicle to Covert Ford for diagnostics on a suspected transmission issue. I was told by two people that the wait time for diagnostics was UP TO three days. If a transmission issue is found then the work to have that done would be four weeks. It is now up to seven days and my car has not even been seen for diagnostics as far as I know. *** tried to contact multiple times after the three day window. I called earlier this afternoon and could not reach anybody so I left a message for the person in the service department to call me back. I received no call back. I was disappointed to not be offered a courtesy vehicle considering the reason for bringing my vehicle in is due to a faulty recalled part on the 2015 **** focus (the ***** Their service is very ineffective and they intentionally avoid answering clarifying questions.

  Business response

  10/16/2023

  the parts came in today and the team has been working on communication. we are getting in contact to set time for the vehicle to come in. 

  Customer response

  10/17/2023

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle has been with Covert Ford service department since July. It was brought in for an emissions readiness issue in order to pass state emissions inspection. The technicians have been unable to diagnose the issue and have only recommended work that is not emissions related. It was promised that changing out the less than one year old tires would somehow make this emissions issue disappear. It did not help and there is no end of work in sight despite no conclusive diagnostic information being provided. The only acceptable resolution is for the service department to re-install the old tires (they were saved) and release the vehicle free of charge to a more knowledgeable shop.

  Business response

  01/29/2024

  Teservice recommended tires because cause existing tires had variations of tread depth(triggering traction light ) ..in addition vehicle had a check engine light on (owner refused to proceed ) because it fell under some type of "clunker law"
  where the state or city would offer assistance in passing emissions . customer left vehicle here for months before picking up and paying for tires 

  The State has refused to assist with the payment of the repairs and the customer has picked up their vehicle and paid the invoice in full.

  The customer vehicle did suffer other damage due to the vehicle being driven with the incorrect tires on the vehicle.

  No further action is required by Covert Ford and the matter has been resolved
  
  
  
  

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