ComplaintsforCovert Ford Inc

• 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
  
  
  
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Covert Ford sold me a vehicle, deceiving me about the value of the vehicle, ability to refinance, and my credit worthiness. They took advantage of my naivety, marking up the vehicle over 150% above MSRP, promising me I'll be able to refinance 6 months later, and ensuring me the validity of a deal to ensure me in a contract that put me at a significant and long lasting disadvantage. This was confirmed sic months after the deal by the manager of the same dealership, who told me I was taken advantage of. ************** knew this was happening and enable and participated in this fraud.

  Business response

  07/19/2023

  This issue has already been addressed by the **** Complaint that this cutomer has also sent a request to withing this last week .We have provided all the docmunets that have been requested by this agent. To inform you the BBB of whats going on this customer was not sold a vehicle 150% over Msrp as they mentioned and we have provided the **** and book out sheet from the time the vehicle was purchased. The market has changed since then and so has the vaules of all cars . All signed contracts and documents need to insure that everything was presented to the customer as well as the customers understanding of what she signed has been presented to the customer. At this time there is nothing further that we can do to help this customer understand this information. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 10th 2023, I took delivery of my new 2023 **** F-150 from covert ford. The buying process took longer then expected because on day one the floor manager and sales manager decided it was ok to get upset when I denied their deal and talk and cuss about me within ear shot of me behind their desk. From that point on the finance manager handled my case. From there the process was pretty standard, find a fitting vehicle, discuss warranty sign papers and done. I was promised a ready vehicle when I returned from vacation on June 10th. I did my walk around for delivery and noticed paint damage on the truck in multiple areas. I brought it to their attention and my finance manager said come back in the following Wednesday and it would be taken care of. I sent an email to the ** and GSM regarding the concern and this is where the real disappointment came in. After I sent an email I get a call from my sales person stating sorry man totally my fault it slipped my mind but the truck you bought is sold as is because it was on a loaner program so we cant do anything to fix it. No where in my purchase process from my finance manager to my sales person did anyone say sir because this truck was on a loaner program if there is damage it is sold as is so this information was withheld from me. I tried to meet the dealer in the middle for a solution but after being talked over and insulted saying I could spend even more money for a brand new no mileage truck I told them to run the buffer on it which made no difference. It clearly needs body work and now I am the one stuck with a truck that should be as if brand new even if it was a loaner. Had I known damage was on the truck I would of found a different vehicle to get into. Now the dealership refuses to right the wrongs because its as is even though thats not in my contract and I am the one getting quotes from body shops to see what its going to cost to have it fixed the way it should have been for any customer

  Business response

  07/07/2023

  We are not aware of any staff members using profanity, we are a family owned dealership and have a trained staff that does not tolerate any disrespect to any customer and we would not allow any of our staff to "cuss" at a customer. The customer purchased a ********** that had **** miles on it and was a previous service loaner, customer was aware of this at the time of sale and was even offered a new one with 0 miles before signing any paperwork, due to the big discount he decided on the truck he has now. Once he took delivery he noticed some surface blemishes on the vehicle and when the concern was brought up to the dealership customer requested for us to buff his vehicle, both parties agreed to that solution and we brought the vehicle back and ended buffing all the blemishes he pointed out. We completed all of the customers request and did exactly what the customer asked us to do. 

  Customer response

  07/07/2023

  Complaint: 20191870
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

   

  a flat out lie on your part. I did not say any of your associates cussed at me I said tempers got flared on both sides. Second point. I was made aware of nothing during the sales process. ONLY that the vehicle was previously used as a temporary loaner and THAT IS ALL THAT WAS BROUGHT UP. Your dealership played the classic bait and switch role. Showed me a lower class then a higher class with all the talk of how it will hold better resale value etc.  AT NO POINT DID WE DISCUSS THE VEHICLE WAS SOLD AS IS. FURTHER MORE IT IS NOT DISCLOSED IN THE CONTRACT PAPERWORK. ONLY AFTER COMING IN AND TRYING TO WORK WITH YOU GUYS WHILE YOU FLAT OUT TALK OVER ME! DID YOUR MANAGERS CLAIM OH YOU CAN SPEND MORE MONEY FOR 0 MILES!
  

  you guys forced me to agree on buffing it out or doing nothing at all which you are clearly doing yet again. In this response I will include a screenshot from your dealerships FINANCE MANAGER that the vehicle sold to me was considered NEW and not AS IS. Your dealership made no difference in the side of the truck where damage is clearly present. Instead you guys took not only a money stealing, lying route but you also left me with two options. Buff it or nothing at all. So I again return a message back to you in the fact you are lying and again AT NO POINT DURING THE TRANSACTION WAS IT BROUGHT UP THE VEHICLE WAS SOLD AS IS! 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i spoke to ***** in seeking an extended warranty, he said i must get an inspection first. ***** said it would take up to four days. i got my car back in 10 days. The inspection listed 4 items. it stated "needs reseal" for $6,344.47. i asked was this meant and ***** said both my head gaskets needed to be replaced because radiator fluid was seeping. i asked how they determined this and if they did a pressure test. ***** said no and had not other info. I took my vehicle to a repair shop and they pressure tested the system a corrected the problem by tightening a hose clamp. The 2nd item on the list was true. i will soon need breaks and new rotors. However, the extended warranty i was seeking does not cover break parts. Truthfully I am unaware if this is an issue to get an extended warranty. The third item listed was a dead battery cell. I went to where i purchased the battery and witnessed the test results that said the battery was good. Batteries are also not covered by the extended warranty i was seeking.The 4th item was "needs reseal" for $998.91. I asked ***** what this meant and she said I needed an oil pan gasket. I took my vehicle to the company that replaced the seal the previous month and they could not find a leak.There was a 5th item in the notes. It said the transmission had a hard shift. I've never noticed a problem. I did notice when i picked up my vehicle, from Covert that the transmission was in Sport mode, in the mode it is normal for the transmission to shift hard (or what i would call abruptly). I completed the emailed **** survey with these same comments. I also responded to the emailed **** Survey follow up and have never been contacted by Covert Ford to address my concerns,I do not feel a though i received a fair inspection and the time I spent without my vehicle made it difficult to run my business. At a minimum i would like a refund for the faulty inspection. I would be nervous leaving my vehicle with Covert Ford again.

  Business response

  05/04/2023

  Hello *****************************, wanted to thank you for the feedback ..we will refund you $220.00 for initial diagnosis to honor you request, we always extend an invitation to invite you back in to support our visual inspections and diagnosis

  if you have any other questions please contact ******************* (Fixed Operations Director ) **************************************** or ************

  Customer response

  05/05/2023

  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

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was THE WORST place to buy a carZ I wish I would have read BBB reviews before my purchase. I had a similar problem with the car I bought being a waste of my time and money. I saved up $5000 as a down payment because I knew my credit was mediocre. They basically took my money and left me with a problem. When I test drove the car I didnt like the way it felt. the steering wheel was pulling and a weird jerk when accelerating. I was told my the salesman they can fix everything in house. I agreed that it would be fixed and pick the car up when the repair was done. Being naive I took a loaner and waiting for my car. I was then told to lie to the lending company that I had possession of the car and still had to wait more time. Finally a month later when it was supposedly fixed, I pulled off and immediately called to tell them I still had the same issues. I was told to bring the car back to be fixed which is sat for another 3 weeks and I was then told to come pick it up and take it to a ***** dealership and use my warranty. Mind you thats a $100 deductible for an issue I was told would be fixed at purchase. I tried contacting them again, even the CEOs assistant for a remedy. I had to drive a hour back to the dealership for them to show me another car, run my credit, and tell me there was nothing they could do because I was upside down. After ignoring me and my family of 8 for hours while waiting to be helped. They started closing and the manager came and asked if we needed something lol A COMPLETE JOKE OF A CAR COMPANY. I have experienced better buy here pay here dealerships. So they did nothing and ** left with ***** dollar loan and a car in the shop at this moment that I cant drive. I have now taken my complaint to the lender and CFPB to exercise my rights under consumer law. Worst experience ever. They are money hungry sales people that only see their bonus.

  Business response

  03/01/2023

  .Vehicle was purchased back 03/10/2022 used 2017 Chevrolet Traverse  ****** miles sold with an extended warranty. Vehicle was in PDI up till 04/01/2022. We spent  $6545.66 in recon to get this vehicle ready to sell . Customer put 5k down. Our service department or team has not been notified by customer there is any other issue. Suggestion would be trade out of it with a bank approval.  

  Customer response

  03/08/2023

  Complaint: 18866131
  
  I am rejecting this response because:
  
  This is another example of Coverts deceptive trade practices. There were numerous outreach to management including the CEOs assistant who connected me with the manager. That manager had me come back, yet never met with me. I had to try to tell my situation to a regular salesman who showed me another car saying I could trade out. He then ran my credit to leave. I then again had to explain why I was there to the floor manager who came back and said I was upside down and there was nothing they could do. My issue was never addressed. The engine now failed and had to be replaced. There are still issues with the engine that were not covered in the highest warranty plan and I am coming out of pocket for the past year to have a drivable vehicle. Please also keep in mind I have a 2 hour commute back and forth from work everyday. The car should have never been sold.
  Regards,
  
  *******************************

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In video I stated check engine light came on, correction it was the oil change due light. Upset and miss spoke.I drive ****+ miles a week so we pre ordered ****** in April, got it on 9/3/22 and oil change came due around 11/20/22. I scheduled the first service appt for Mon. 11/28 at 9:30am. They said 4hour wait so I shuttled back to work. At 2:30 I had to call and ask if it was ready and to get a shuttle back as I was now off work. When I went to check out, they could not find my keys and I had to wait in the bay by my vehicle until someone finally came out of their booth and asked if I had been helped. They finally found my keys and I went on my way. The next evening Tues. 11/29 I pulled in the drive and my husband noticed it sounded different so he popped the hood to checked the oil and there was a grease rag on the motor. He pulled the dip stick and there was no oil. The next day Wed. 11/30 I reached out to ******************* who did not respond and ******************* who apologized and mentioned being embarassed and arranged to have a loaner dropped off and the Bronco picked up. We learnt that this is the 2nd time the tow truck had to pick up a vehicle for this reason the driver said. Despite calling and leaving messages to advisors and managers, I heard nothing about our Bronco until 12/9 at 3:59 at which time ************* left a voicemail stating my tint had been redone and the Bronco was only 1/2 qrt low. According to the video and manual this is not accurate. ************* stated it would have seized up if that was the case but the proof is in the video and the noise and performance of the vehicle since picking it up on 12/10. The manager reused to let us check the oil before they started it and drove it around and there was a whole issue with the manager over that. They told us first the oil was too thin then the oil was 1/2qrt low. We are paying over $40k for this vehicle and they voided the warranty by failing to put oil in it and I had it less then 3 months at that time.

  Business response

  02/15/2023

  the vehicle was towed back after customer stated oil was empty, upon arrival and inspection by certified **** master tech the oil was 1/2 qtr low not empty as concerned.  We would like to offer to purchase vehcile back at the original purchase price minus .20 per mile on vehicle to rid this customer of this issue and to rectify this. 

  Customer response

  02/19/2023

  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

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this Covert location. I put $20,375.00 cash down on the vehicle and the vehicle is a lemon and has been broke down the whole time Ive had it. The dealership refuses to refund me my money or return my texts and phone calls. Ive spoke to numerous workers that assure me that they can help me and no one has. Ive been up to the dealership numerous times in person and have had to spend the whole day to a minimum of 6-8 hours there with nothing being resolved. They charged me $54,000 for a vehicle thats only ***** Bluebooked at $34,000 or less. Ive been promised that they would give me my money back so that I could take it to another dealership and *** been getting the run around. They cant figure out whats wrong with the vehicle, theyve had it in their shop several times. Im a military widow with 3 small daughters and we have been broke down and stranded several times. I feel used and taken advantage of and would like some assistance in getting my money back and them canceling the loan, so that I can actually go to another dealership to purchase a vehicle that actually runs and works, so that I can get to work and my 3 daughters can get to school and to sports practices and games when needed. PLEASE help me. Thank you so much. They have ran up my credit and need to fix my credit report, as well as refund me every single ***** I put into this vehicle in the month that I have had it.

  Business response

  12/06/2022

  this customer purchased a vehicle and her finance rate is not allowing her to trade out of the vehicle. It is now fixed for any issue and she had any concern with. We are not able to refund her a down payment on a vehicle she purchased. We have even covered the cost of the service work she brought it in for. We have repeatedly tried to connect with her and pick up the loaner car she is and she is unresponsive.  

  Customer response

  12/07/2022

  Complaint: 18529059
  
  I am rejecting this response because:

  All of this information is not true or correct at all. I have the texts as proof that I have tried and asked several times on when and what time they will be coming to pick up their loaner vehicle, also, my finance rate has nothing to do with why theyre uncooperative on taking the broken down vehicle(lemon) back and refunding me all of my money. Due to all of the lies and trouble that I have had with this dealership and the multiple people that work there, I do not wish to move forward with this vehicle or this sale, they have taken advantage of me and my money and the vehicle has not been fixed. Im a military widow with 3 small children and we HAVE to have a reliable vehicle that I can trust to get us to school and work. I trusted this Covert dealership and they have let me down tremendously. I dont advise anyone to shop at Covert!!!
  
  Regards,
  
  ***********************

  Customer response

  12/29/2022

  Complaint: 18529059
  
  I am rejecting this response because:
  

  Hello,

  The rental vehicle has been returned and I did pick up the vehicle but as stated before, it is still not fixed or running properly, even after they have had it a month to repair it, also, Ive been requesting since I bought the vehicle to cancel and back out of the deal, as it broke down 3 1/2 days after I drove off the lot with it. What are my options? Ive put $20,000 down on this vehicle & I financed the remaining $31,000 and it doesnt run properly at all, also the vehicle is ***** Blue Booked at $32-34,000 and they took advantage of me and over charged me big time. Im a military widow and my husband passed away awhile back and I feel as though I was taken advantage of and Ive been lied too several times, with no texts or phone calls back and no communication with anyone at Covert Ford, unless I arrive in person.

  Please help,

  Thank you so much,

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

  
  

  Business response

  03/01/2023

  the retail book value of the vehicle at time of purchase was ****** and is attached. Any bank will protect the client from overpaying for a vehicle at time of purchase when it is financed. This is why we put book values with all loan paperwork. The rest is we tried to take care of **************** on another purchase however she didn't purchase for some reason which we are not privy to. we are willing to refund 1 payment so to cover the time it was here for service to make sure we are going above and beyond. We feel **************** has been taken care of with part delays and overwhelming service needs of the market as best we can. We will not do a return of the vehicle as it is a pre owned vehicle and we stand behind it as we did to fix items. This was more than a fair deal. 

  Customer response

  03/02/2023

  Complaint: 18529059
  
  I am rejecting this response because:
  This is not true at all. The bank only financed the vehicle in question because the amount they were being asked to finance was ONLY like $34,000, seeing how I trusted Covert Ford Lincoln and put down $20,000 cash of my own hard earned money. Im a military widow and single mother to 3 daughters and we cannot trust this vehicle to go 30 miles or further from our home and any time that I do have to travel, Im having to pay out of pocket for a rental vehicle through Enterprise because this vehicle from Covert Ford Lincoln is not reliable and I do not trust it at all to go long distances nor do I trust it for short distances and Im constantly stressed and concerned on when and if its going to break down AGAIN. As far as for them saying that they have tried to help me get into another vehicle, that is a lie as well, Ive text and called numerous sales associates with Covert Ford Lincoln asking the availability of many vehicles at many different times, so that we could make a deal and get me out of this current broke vehicle and no one ever texts, calls or follows up with getting back to me in response to my questions about other vehicles. Covert Ford Lincoln scammed me, took advantage of me and stole my money just to make a sale and I would like the owner of the company to make this right as soon as possible, as we have been back and forth on this matter since the beginning of October 2022 and Ive been trying to get out of the deal or trade this vehicle in for a reliable vehicle since 4 days after I purchased the vehicle from Covert Ford Lincoln. Them offering to pay one vehicle payment for the time they have had the vehicle is not enough nor does that fix the fact that I have a vehicle parked in my driveway that I can not rely on or trust and I know no one at Covert Ford Lincoln would be happy if this had happened to or if this kind of service was given to their wife, daughter, mother, etc! Covert Ford Lincoln needs to make this right, what they have done to me and my kids is not fair or right at all.
  Regards,
  
  ***********************

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a car there about 1.5 years ago and got the maintenance package. After trying to use it just one, we gave up. A "scheduled" oil change took over four hours! I swore I'd never go back.Fast forward, my daughter's car needed a new transmission. It is a known issue for **** Focus I guess. Although still under warranty the part would take 12 months to arrive. My daughter was leaving for college on the East Coast so we didn't have that much time.I decided to buy her a new used car. This was one month after I lost my husband/her father suddenly. All was okay until we went into the *************** I told them explicitly I did not want any add-ons. The awful salesman kept trying to say it will only cost me X dollars a month extra for this protection or that package. He even tried to sell me the aforementioned maintenance package!! Keep in mind, my daughter doesn't even live in central *****. I was a wreck and in tears. I said numerous times I did not want any add-ons. I thought we agreed. He went through the "sign here, initial here" part and I did without reading it. Keep in mind I was in tears and was an emotional wreck.We left, the next day I went over the paperwork when I had composed myself. He had added in four add-ons totaling $1862 including the maintenance package! He also reduced the trade in by $500.I went straight to the dealership and waited to talk to him. He swore I agreed to all of it - not true! My 20 year old daughter was privy to the entire conversation. He finally agreed to refund the add-ons. Of course, he started with just three and I "reminded" him there were four I did not want. I signed the refund paperwork and took a picture of with my phone, thank goodness!A couple weeks go by and nothing happens. I call the number on the form and was told he NEVER SUMBITTED IT!!The lady I am working with for the refund has been pretty good. However it has been almost two months and I have only received $495 of the $1862

  Business response

  10/05/2022

  $495 of the refund was processed and sent directly to the customer. The remainder of the balance has also been processed and sent directly to their lien holder. 

  Customer response

  10/08/2022

  Complaint: 18167219
  
  I am rejecting this response because:

  For accuracy reasons. The $495 was sent to the lienholder (which is what I anticipated) and not to me.

  All refunds are now applied to the lender.

  
  Regards,
  
  *****************************

*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. ↩