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:03/04/2025

  Type:Sales and Advertising 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.

  I am writing to express my serious concerns regarding the recent purchase of a 2025 **** Maverick VIN ***************** from Casa Ford on 3/1/2025. While I was initially excited about the car, after further review and research, I feel strongly that I was not provided accurate information about the purchase price and options provided, leading to a feeling of being taken advantage of during the sales process. As a member of the ****************** at ******** this is concerning. Specifically, the Car RX option. I was told this was mandatory and it had to be purchased. The cost was $599. After reviewing the signed form it clearly states that it is not mandatory to obtain the finance or purchase the vehicle. I know this is in place to lower the cost of the dealership insurance policy but to be told this by multiple people is not an ethical business practice. Also specifically the *** coverage and Triton coverage. I was made to believe that I got an amazing deal but in looking at the sales sheet there was about $4,900 added for these options. I understand there are some benefits to the coverage but I did not want to have these placed in my loan terms. I want the *** coverage canceled and would like to see if we can work to change the finance agreement since it was completed at the late part of the afternoon on Saturday. I was excited to share the great service I received at Casa Ford with the military community at ********, but have concerns that this may happen to more of my fellow Soldiers.

  

  Business Response

  Date: 03/07/2025

  After reviewing the documentation of Mr. ********** purchase, including the scanned images, we have confirmed that all products were fully disclosed to the customer at the time of purchase. This includes both front-end and back-end products, with a clear explanation of the $3,675 back-end products, which includes the gap protection, tire and wheel, and vehicle service agreement.
  
  We have reached out to Mr. ********* and will be visiting him soon to review the product details again and address any concerns he may have.
  
  We are committed to providing excellent service and transparency and will take the opportunity to resolve this matter promptly.

• Initial Complaint

  Date:02/28/2025

  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.

  Good morning, what is happening with the car is that when it comes to the 2nd day it started to smoke and then oil and as it happened on the weekend we went on Monday but they told us to return on Wednesday, return is on Wednesday the salesman ***** and the manager **** helped us. We explained the situation to him and he told us that we couldn't return it because of the credit the paperwork well in the end they told us that they were going to fix it like this from there they started to tell us brought belts and belts and with the car the service first said that the smoke and the oil leak was due to the turbo from the beginning the financing person at the time of signing told us that the warranty that was purchased covered the turbo, when we wanted to make the warranty effective they said that there was no discussion with Mr. ****** ******* and the same thing he said that the warranty did not cover the turbo that we had to pay for, he also told us that he had to turn on the check light to be able to continue checking it he turned on the kuz.The light came on, what *****'s had to do, they said it was a sensor, the fact ESQUE brings us back and forth and the problem that the smoke is coming is not resolved, we even talked to the general public and they didn't solve anything for us, the fact here ESQUE sold us a car that first had to fix all that and then sell those. They were and are the words that the same service managers told us when he saw the car, this is how we have been since June 4, 2024 other thing they damaged my wheel they dont want pay

  Customer Answer

  Date: 03/14/2025

  Like two weeks ago, I went to the Casa Ford  I was talking The managers and they kick me out because I was telling him that thats their fault. The car is like that right now and then didnt like that so they kicked me out of the store 

  

  Business Response

  Date: 03/18/2025

  Dear Mr. ***************** you for reaching out and sharing your concerns. We sincerely regret the challenges you have faced with your vehicle and understand how frustrating this experience has been. At Casa Ford, we are committed to providing quality service and working with our customers to find fair resolutions.
  After reviewing your vehicles diagnostic report and repair estimate, our management team met with you to discuss the findings. In our commitment to excellent customer service, we have decided to cover half of this cost, reducing your responsibility to $1,599.78.
  We value your business and appreciate the opportunity to address your concerns. If theres anything else we can do to assist you, please dont hesitate to reach out.

  Customer Answer

  Date: 03/20/2025

   I am rejecting this response because: Im rejecting this because its an error that you guys committed since the first place it took you Seven months To figure that out that its the ******** convertible remember, your employee said to me this car should not sold to me because it has a lot of issues with the engine and modifications. I dont know how the inspection  pass. Remember what you did its a fraud and illegal and you guys havent respond me about the used parts The air filter and hoses that were changed are used. They put a liquid on them to make it look like they are new. ****** shows us the papers and says they are new, but they are not.

  
  

  Customer Answer

  Date: 03/23/2025

  Here is some of the pictures that you guys put your parts in my car used

  

  Business Response

  Date: 03/27/2025

  Our General Sales Manager spoke with Mr. ********* ******* to clarify his concerns. After reviewing the service history, we informed him that we would follow up with him tomorrow. At this time, Mr. ******* has expressed that he does not have the necessary funds to cover the repair or the current offer for 50% of the repair cost. Our management team will be in contact with ********* *******, to see how we can further assist him. Thank you for your patience with this matter. 
  

  Customer Answer

  Date: 03/29/2025

  So you see this pictures the first one is the engine how it was before you guys put it back to stock the Air filter you can see it circle in the second one. The picture is the one that you guys was trying to put in my car already used thats why the part you put the car is used and the picture. When you guys put it back to stock. The car was throwing oil still so they should have been not resolved and remember *****, the mechanic told me Put it back to stock the car and it will resolve the issue and it has not resolved the issue of the put it back to stock the car and it will resolve the issue and it has not resolved the issue of the car. I have voice recording videos of everything proof I can show it to you, but in person with the general manager Alfred 

  Customer Answer

  Date: 03/29/2025

  So you see this pictures the first one is the engine how it was before you guys put it back to stock the Air filter you can see it circle in the second one. The picture is the one that you guys was trying to put in my car already used thats why the part you put the car is used and the picture. When you guys put it back to stock. The car was throwing oil still so they should have been not resolved and remember *****, the mechanic told me Put it back to stock the car and it will resolve the issue and it has not resolved the issue of the put it back to stock the car and it will resolve the issue and it has not resolved the issue of the car. I have voice recording videos of everything proof I can show it to you, but in person with the general manager Alfred 

  Customer Answer

  Date: 04/03/2025

   I am rejecting this response because I should not be paying anything of error that they made they make the mistake not me. His mechanic manager Oscartold me this car should be never sold to me because it has lot issues and they still sell it to me they try to make me pay something that it wasnt not my mistake. Its mistake Its illegal what they to me and then I forgot to tell you, they kicked me out me and my family because we were arguing to him because they had to fix the car. Its their problem not mine. They Made the mistake not me. They never call me back l am still waiting for the call and then I have the pictures up the parts they use on my car that Its used and I showed the picture and they still say its new when I showed them the pictures its not new. Its used even The servers manager ****  told me its used because the car is old so whos telling the truth? I have video pictures record everything. 

   

  
  

  Customer Answer

  Date: 04/03/2025

  Casa Ford, since they first they treating me bad make me the bad villain and it wasn't my fault.
  It was their fault because in the first of all they shouldn't be selling cars that they will broke down three days later and then I was trying to return the car and they did not accept it back supposedly because it will ruin my credit and then they told me that they will fix the car and everything and I trusted them but still they haven't fixed my car. The car just getting worse and other thing they sell a warranty to me The engine transmission and doesnt cover nothing nothing what they did. Its a big mistake and illegal 
  

  

  Business Response

  Date: 04/10/2025

  Our General Sales Manager, Juda, has made multiple attempts to contact Mr. ******** including a recent phone call where he left a voicemail after receiving no answer. Unfortunately, Mr. ******* has expressed that he does not wish to speak with Juda. We remain willing to assist, but without communication from Mr. ******** we are limited in how we can help resolve the matter. Thank you. 
  

  Customer Answer

  Date: 04/17/2025

   I am rejecting this response because: Mr. **** treated us badly by running us out of the agency for demanding to speak with the general manager, Mr. ******* They sold us a car that is in poor condition. The service manager, Mr. ***** *******, told us so. For that reason, we do not have to pay to have that car repaired. All they have done is put off this situation. At the time, they sold us an extended warranty. Now they refuse to fix the car. 

   

  
  

  Customer Answer

  Date: 04/23/2025

  Its like I said Casa Ford make a big mistake sell me in the car and risking my life. Thats why Im taking legal actions against Casa Ford Like literally one of the employees that is ***** ******* I made it to me that that car should be Sell to me because it has lot issues and love, modifications, and here and state of *****. That car shouldnt be passing the inspection

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair 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.

  Purchased my vehicle in June 6th of 2024. I did get a few of the after factory warranties but on June 20th I let **** ******* in finance know that I wanted to cancel those additional plans. He asked me for the account loan number and I provided it and they let me know that there were some items that could not be removed as they were addendums but the other could. I let him know that I had already talked with GS Administrations and they assured me they could be removed but it had to be by the dealership. The loyalty advantage for instance I had asked about since the disclaimer alone on the paper said I could remove that within 30 days of purchase. On June 24 he let me know that he would get the tire/wheel package removed and the warranty but the others could not. I asked who I could speak with about those others being removed and they told me to talk with ****** ********. I talked with ****** and he directed me to speak with ****** *******. I talked with ****** around June 24th and he called me back on 6/27 to let me know they would allow the cancellations. I then reached back out on 6/27 to **** to let him know it was approved. **** messaged me back letting me know he would get with ****** and ***** to signoff on the approvals. Never heard back so I reached back out on August ********************************************************** the warranties were still active. **** let me know he would follow up on the cancellations and make sure they were back dated. Did not hear back and reached out again on Nov 4 2024 but the warranties have not been removed. I am just looking to have those warranties all removed like I had asked and back dated to less than a month of having the vehicle.

  

  Business Response

  Date: 01/27/2025

  Dear Mr. ****************** you for bringing your concerns to our attention, and we sincerely apologize for the inconvenience and frustration this situation has caused. At Casa Ford, we strive to provide a seamless and transparent customer experience, and we fell short in addressing your request in a timely manner.
  After reviewing your case, we understand that you initially requested to cancel specific warranties and plans within the allowable timeframe. We regret that your concerns were not resolved as promptly as they should have been.
  We want to assure you that we have taken immediate steps to address this matter. Our team has reached out to you directly to ensure we come to a resolution that meets your expectations.
  If there is anything else you need further assistance in,please do not hesitate to contact us. Your feedback is valuable, and we are using this situation as an opportunity to improve our internal processes and communication.
  Thank you for your patience and for giving us the opportunity to address this matter. We appreciate your business and are committed to restoring your trust in Casa Ford.
  

  Customer Answer

  Date: 01/31/2025

   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.

• Initial Complaint

  Date:12/19/2024

  Type:Delivery 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.

  2025 Chevrolet 2500 series HD VIN number to GC 4kpey 8s1105976 black

  

  Business Response

  Date: 12/27/2024

  Thank you for the opportunity to respond to Mr. ******* complaint regarding the 2025 Chevrolet 2500 Series HD. We understand the importance of addressing customer concerns promptly and clearly.
  
  First, we would like to clarify some key facts regarding this situation:
  1. Transaction Location: The original transaction took place at our dealership in **********, **********,not at Casa Ford in *******, *****, where this complaint has been directed.
  2. Payment Terms: ********* signed all necessary paperwork for the vehicle but has not provided payment in an acceptable form. Despite this, he attempted to provide a 1099A document as payment, which we informed him is not a valid form of payment under our policies or standard business practices.
  3. Communication of Payment Methods: We have sent Mr. ****** a certified letter clearly outlining our accepted forms of payment, which include:
  Check
  Credit card
  Cash
  Bank loan
  

  Without payment in one of these forms, we are unable to release the vehicle, as doing so would be a violation of our policies and procedures.
  4. Law Enforcement Involvement: At Mr. ******* request, local law enforcement investigated the matter. They verified that we are within our legal rights to withhold the vehicle until valid payment is received.
  5. Resolution: We are more than willing to proceed with the delivery of the truck once we receive valid payment as per the signed agreement. However, without such payment, we cannot complete the transaction.
  
  We appreciate the BBBs role in helping mediate concerns such as these and hope this explanation provides clarity on the matter. Should ********* wish to resolve this issue, we encourage him to provide payment through one of our accepted methods.
  
  Thank you for your understanding, and we remain committed to ensuring that all our customers are treated with fairness and professionalism.
  
  Sincerely,
  
  Casa Ford Customer Relations Team

  Customer Answer

  Date: 12/27/2024

   I am rejecting this response because:
  
  Because he lied I produced the instrument of the 1099 as payment transfer as beneficiary before paperwork was signed before I even walked into the finance office they knew how I was going to perform as a beneficiary with the instrument now according to *** laws after acceptance they already accepted it they left with it they came back gave me the bill of sale and acknowledgment of agreement that I have so no I do not accept this at all and not only that my property of the **************************************** instead it was sent on to people that had no business looking at it or making any decisions for anybody under UCC laws that is a blatant fiduciary violation of their duties as a corporation no thank you have a nice day and God bless clear and transparent from the beginning the way he said it that's not how it occurred the light will shine upon the truth

  Customer Answer

  Date: 12/27/2024

  And to continue if you look at the bill of sale and the acknowledgment paperwork and all the warranties are all signed the same day at the same time when presented with the instrument that they already accepted and according to *** laws they're in violation because they can process that instrument and I said clearly to the finance manager who became attorney in fact at the time of this process of the instructions of how to process it and I told him it would my first time I've never ever used my account for this before and I was standing as business officiary to do so the instrument that was used was accepted upon the agreements before the agreement not after as he stated in fact the instrument was produced to the salesman who showed me the truck I explained to him how I was going to pay for it therefore where is the wrong the trust is not there from the person I gave it to which is the finance manager and I showed it to him and he told me come back and pick it up after the weekend the next thing I know they're being my instrument my property that was used for conveyance with this company is sitting at the *** that is larceny that is violation of UCC *********** and subsections so I rejected

  Customer Answer

  Date: 01/15/2025

  That's okay I own all of their businesses now for their felonious actions and legal consequences will be dealt with for them because they haven't said nothing to me through the *************** is no legal way of communication they have been ordered to respond and the only response is acquiescence which means guilt of the charges they're in the complaints that you have on file to all stock holders don't try to hide my assets or securities they belong to ******* ****** Junior

• Initial Complaint

  Date:12/09/2024

  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 bought a 2014 **** fusion energi from the dealership November 22nd 2023. I paid 500 down and ****** dollars on a loan. The dealership said there was nothing wrong with the car. After I bought the car I had surgery and couldn't drive the car when I could drive the car it was past the return window. I plugged the car in and went to drive the car and it threw a check engine light and I took it to the dealership who replaced cooling fans and then the light came back on. I have taken the car to dealership 4 or 5 times for the same issue and now the dealership is telling me it's the cars battery that is worth more than the car. The dealership sold me the car with the battry this way.

  

  Business Response

  Date: 12/24/2024

  Thank you for bringing Mr. ******** concerns to our attention. At Casa Ford, we are committed to providing exceptional service and ensuring our customers are satisfied with their vehicle purchases.
  
  
  After reviewing Mr. ******** case, we see that the **************************************** November 2023, over a year ago. Since the purchase, the vehicle has been driven for over ****** miles, and the odometer now exceeds ******* miles. While we performed initial repairs to address the concerns presented to us, subsequent issues may stem from the vehicles age, mileage, and condition at this stage.
  
  
  Although the vehicle was sold as-is and outside the dealerships return period, we remain committed to working with Mr. ******** to explore potential solutions. One possible option is assisting him in trading in the vehicle for another that better suits his needs.
  
  
  We encourage Mr. ******** to contact us directly so we can discuss options and provide support to the best of our ability. Our goal is to maintain a positive relationship and assist in finding a resolution that works for all parties involved.
  
  
  Thank you for your understanding.
  
  
  Sincerely,
  Casa Ford
  
  

  Customer Answer

  Date: 12/25/2024

   I am rejecting this response because:
  
  I have talked with the dealership and the car in for repairs multiple times before exceeding ******* miles, for the same issue and was told shortly after about the third time that car needed a new hybrid battery that being a additional 7000 dollars. I have tried to work with the dealership on potential trading the car but trading it would put me in significant negative equity that I cannot afford. If there was somthing that I could potentially swap to keeping my same payments I can do that.

  

  Business Response

  Date: 01/02/2025

  Thank you for bringing your concerns to our attention. After reviewing your case, we see that the **************************************** November 2023 and has since been driven for over ****** miles, with the odometer now exceeding ******* miles.
  While we addressed the initial concerns through repairs, subsequent issues may arise due to the vehicles age, mileage, and condition. We understand the frustration this situation has caused, and we are committed to finding a solution that works for you.
  We encourage you to visit Casa Ford and meet with **** ******. He will work with you to explore potential options for trading out of your current vehicle. Our goal is to assist you in finding a resolution that provides peace of mind and a better fit for your needs.
  We value your business and look forward to helping you. Please dont hesitate to contact us directly to schedule an appointment or discuss further.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair 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.

  On July 7th I contacted Casa Ford regarding a specific Mustang Mach E listed on their website as available. I had gone through all of the steps online to purchase, using their "buy now" feature except financing, because I wanted to test drive the car first. The salesperson said "No problem. That particular car is still in transit to the dealership, so come drive another Mach E and we can do the paperwork on this car at the same time. I went to the dealership and they said it would be August 5th when the car would arrive. The next day when I went to sign the paperwork and drop off my car (they told me they'd give me a loaner car until my car arrived) they said the car was now scheduled to be here August 15th and they'd like to show me other options. They tried to get me to finance another automobile for more money at least twice. I said no, you've already run my credit on this car and this is the one I want. Then the salesperson tells me, "well we don't actually know if and when we'll get that car." Well, that was entirely supect, so I called ***** **** told me that the *** had "no location and hasn't had a location since October 2023." This dealership is advertising a specific car as available and has it discounted by 5k so that people will come in and then they do the paperwork quickly all while knowing they have no intention of selling them that car and in fact, that car is not on its way. Then, they say they have other options and they all cost more money. They even offered to find me another Mach E at another dealership and all I would need to do is pay them one thousand dollars to transport it. Then, when I told them I wouldn't pay it, they sent me paperwork with the thousand dollars built into the sale (as compared to the prior paperwork and fees). I want my credit report corrected because they ran it under false pretenses, and I want the director of operations to call me to discuss their behavior. Not the *** an executive.

  

  Business Response

  Date: 08/09/2024

  We sincerely apologize for the inconvenience and frustration youve experienced. We understand how important it is to have clear and accurate information when purchasing a vehicle, especially a model year that is no longer being made by the manufacturer.
  
  The case with your Mach-E is that the vehicle still shows in transit on the rail but was never delivered from the manufacturer, as shown on the screenshot we are attaching.Unfortunately, there are multiple reasons why this can happen and **** has not reached out to us to explain the reason why. At this point in time, with 2023 models no longer being made, we can offer a newer model 2024 Mach -E at a great price, or we can dealer trade with another dealer in the ** to get you the same year model. In the latter case, we would need to pay to transport the vehicle to ******* for you to pick up. Because we sold the Mach-E at the lowest price possible we unfortunately cannot absorb the cost of transportation.
  
  Unfortunately, your credit was pulled under good faith believing that we would receive the Mach-E as vehicle delivery issues are rare. We understand your frustration and we sincerely apologize for the situation. I understand you would like to speak with an executive, and I will have someone reach out to you soon. Please let us know if either of the options presented above work for you. 

• Initial Complaint

  Date:07/01/2024

  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 purchased a truck from Casa ford remotely via ****s platinum blue used program and arranged with them to ship the truck to me in **********. The transaction and up until delivery were perfectly adequate. Upon delivery of the truck there were 2 problems: 1: The truck had a considerable amount of body damage that was never visible in any of the pictures and was not disclosed (concealing angles, damage was located low across 2 doors and bed). 2: The truck could not pass smog and be registered in ********** without extensive repairs. I reached out to Casa ford and they simply would not call me back, or told me they would not help or make this right in any way. I got 2 quotes to fix the body damage, one from a local reputable shop and another from a **** dealer. Both were just shy of 10k for the body damage. I shared these with casa ford. They told me they would offer nothing. I took it to the dealer to see why the check engine light was on preventing me from passing smog (and completing the registration / title transfer). This required 3 trips: 1: Replacing a sensor someone previously had damaged with caustic cleaners which exempted it from warranty coverage. This was just under 1k The code came back. 2: The dealership next prescribed replacing the *** for approximately 6k. The code came back. Fortunately **** picked this up under oem emissions warranty. 3: At this point i had started a lemon law claim. The 3rd trip replaced a DEF injector for another 1k or so (less deductible). This attempt did resolve it after several months i could finally register the truck. I am out approximately ******* in deductibles and out of pocket expenses righting the misrepresentations (not picked up by insurance). Casa ford offered nothing. **** apologized profusely but could not compel them into any action.

  

  Business Response

  Date: 07/12/2024

  We appreciate the opportunity to address the concerns raised by ********************** regarding his purchase of a 2019 **** F-250 from Casa Ford.
  *************************** purchased the vehicle remotely on February 13, 2024. Our sales representative, *************************, provided videos and pictures of the vehicle before the purchase, and the truck underwent a thorough inspection by our reconditioning department, which found no mechanical issues. This is standard practice for all our preowned vehicles.
  ***************************, ***********************, and ***************************** spoke with ********************** after the truck's delivery and confirmed that no issues were present at that time. We regret any inconvenience he experienced and offered to assist with repairs and even to buy back the vehicle. Unfortunately, ********************** declined further interaction with us.
  To resolve this matter, we are willing to offer ********************** a buyback of his vehicle at the current fair market value, considering the time elapsed since the original purchase.
  We strive to ensure our customers are satisfied and hope this resolution is acceptable.

  Customer Answer

  Date: 07/16/2024

   I am rejecting this response because:
  

  I raised inquiry about the damaged truck immediately upon arrival and sent pictures following a phone call on mar 12. I was never responded to. (see screenshots of one-sided SMS following call to dealership). They continued to ignore me for weeks. 

  I opened a buy back request in March through ***** They rejected that. **** tried to smooth things over and offered an extended warranty and service plan but they lamented they could not compel the dealership to work with me. 

  I worked with ****** at ***** She was a delight. You are free to talk to her about it. 

  buyback reference
  CXH-01931870
  ****** - *******************

  When the request through **** was denied, i undertook righting the truck on my own at personal expense. To sell it back at fair market value would be to essentially give them all my labor and money for free. I have fixed the issues with the truck they sold me and I now simply wish to be made whole not sell it back at a personal loss. 

  If they wanted to facilitate a buy-back the time for that was when I opened it through ****, or during one of its 3 emissions warranty repair trips to try and get it to pass smog in its destination state. 

  I reject selling them back the truck now to take a personal loss as I have resolved the mechanical and damage issues and would be selling them back essentially the truck I thought I was buying. 

   

  

  Business Response

  Date: 07/22/2024

  We appreciate the opportunity to address *********************************** concerns regarding his purchase of a 2019 **** F-250 from Casa Ford.
  ********************** purchased the vehicle remotely from Casa Ford. On February 13,2024 our sales representative, *************************, provided videos and pictures of the vehicle before the purchase that show the existing cosmetic damage that the truck had from the previous owner. The truck underwent a thorough inspection by our reconditioning department and passed the Texas emissions test, which is our standard practice for all preowned vehicles.
  We understand Mr. ********** emissions issues he encountered in ***********We regret any inconvenience he has experienced. Our management team, including ***************************, ***********************, and *****************************, spoke with ********************** after the truck's delivery and confirmed that no issues were present at that time. Unfortunately, it appears there was a communication breakdown, and ********************** felt ignored. For this, we sincerely apologize as it has lead us to where we are now. We will continue to work hard to and stay in touch to resolve this issue.
  To clarify, Casa Ford did text ********************** a video of the truck on February 12, 2024 (see attachments of pictures of the video that was sent and note dates and time stamp) and we disclosed all visible details of the vehicle. However, we acknowledge that our inspection did not reveal the subsequent emission issues ********************** faced in **********. As a dealership located in *****, we adhere to Texas emissions standards and are not equipped to conduct California emissions tests.
  We recognize that ********************** has invested in reconditioning the vehicles exterior and we would like to still offer to buy it back at fair market value now with these items repaired. We ask ********************** to let us know if he would like to explore potentially selling us his vehicle at fair market value.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 07/24/2024

   I am rejecting this response because:
  
  I offered them the chance to buy it back. I am no longer interested in this option after they rejected it. I found a truck I liked, I purchased it, I was delivered something VASTLY different than what was bought, I approached them to buy it back when it arrived with considerable undisclosed damage AND could not pass emissions in the destination state. 

  When they rejected my initial buy back request I undertook steps to adapt to the situation at hand. 

  At this point I have months of effort, interest paid on loans, thousands in personal expenses etc. Giving that up to sell them what I have now reconditioned at my time / effort makes no sense. 

  For details about the initial buy-back request contact **** customer experience specialist ***************************. Ticket number 01042000349
  

  Customer Experience *********** **** CX Team
  Email: ***************** | www.****.com
  Office: *************************
  Monday-Friday 12:30 p.m. 9:00 p.m. **************** Time

  The only acceptable resolution is for them to reimburse me for the expenses I had to incur due to their actions.I will not sell them back a better truck than they sold me at a personal loss. 

  

  Business Response

  Date: 08/01/2024

  Dear **********************,
  Thank you for taking the time to respond to our previous communication. We appreciate your feedback and would like to address your concerns regarding the truck you purchased.
  The reason the truck was sold to you at the price it was is due to the existing damage on the pre-owned truck, which is why ************************* (our salesman) sent you a video on February 12, 2024, at 12:19 PM, showing the condition of the truck. The video indicated the damage present on the pre-owned truck. In your original complaint, you mentioned that the truck's damage was not visible in the pictures, but you did not reference the video walk-around that detailed the condition of the truck.
  When we mentioned that we wanted to offer to buy your truck at current market value, we will take into consideration that the vehicle has now been repaired. When you mention that you have given us the opportunity to purchase your vehicle, you reference that you reached out to **** the manufacturer, not Casa Ford. Unfortunately we are two different companies, and we are sorry that they did not offer to buy your vehicle when you reached out. That option to sell us your vehicle is still available. Since you have repaired the pre-owned vehicle, it may now be worth more than it was in the condition when you purchased it, which may help the vehicle's value. Our offer is to buy back the vehicle at todays current market value.
  This vehicle was sold "as-is" since it is a pre-owned vehicle,which is why we provided a video of the condition of the vehicle. The vehicle was sold at a discount due to the pre-owned status and the flaws on the body of the truck.
  Regarding the emissions issue, Casa Ford operates under the regulations of the State of Texas, and our emissions tests comply with Texas state standards.We are not equipped to test emissions for the other 49 states. Unfortunately,It is the responsibility of the buyer, in this case, **********************, to check the emissions requirements for the state in which they reside when purchasing a vehicle and get the truck to standard upon delivery.
  We hope to resolve this matter amicably and appreciate the opportunity to address your concerns. Please contact us directly to discuss the buy-back offer and any other questions you may have, or we can schedule a call to you directly as well.
  
  **************

• Initial Complaint

  Date:06/05/2024

  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 went in to buy a car and it was chosen. They ran my credit and got some approvals. Some requiring a higher down payment. I was approved for a loan that did meet my standards with what I was able to pay. They wanted to sell me a vehicle with a lot of dents and damage including a vehicle that was involved in a car accident. Because of this the bank wanted for Casa Ford to decrease the price on it. The financial representative did not go with this option so that they could make money off a damaged vehicle. This is deceptive practices.

  

  Business Response

  Date: 06/10/2024

  Thank you for your feedback. We are sorry to hear about your experience and appreciate the opportunity to address your concerns. At Casa Ford, we strive to provide the best possible service to all our customers.
  Regarding your situation, we understand that obtaining financing can be challenging, especially with certain credit requirements. Our team works diligently to find the best financing options available, but ultimately, the approval and terms are determined by the banks we partner with.
  In your case, the banks required specific conditions to approve the loan, including a higher down payment. We also offered our Buy Here Pay Here option to provide more flexibility, but we understand those vehicles did not meet your preferences.
  Our goal is always to find a vehicle that suits your needs and budget, while also adhering to the bank's approval criteria. We apologize if this process was not clearly communicated and for any frustration it caused. We assure you that we do not engage in deceptive practices and always aim for transparency in our dealings.
  If you have any further questions or need assistance, please feel free to contact us directly. We value your business and hope to better assist you in the future.

  Customer Answer

  Date: 06/15/2024

   I am rejecting this response because:
  The Sales Agent I was dealing with openly admitted that there was an approval but that the bank wanted for the dealership to take off more money on the price because that cars carfax indicated that the vehicle was in an accident but sustained minor damage.  The vehicle that they wanted to sell me had a lot of dents too and you could tell that there was a new bumper installed with new paint.  There was no miscommunication from the salesman.  This company is trying to cover it up.  
  
  

  

  Business Response

  Date: 07/02/2024

  Thank you for your feedback. We are sorry to hear about your experience and appreciate the opportunity to address your concerns. At Casa Ford, we strive to provide the best possible service to all our customers.
  Regarding your situation, we understand that obtaining financing can be challenging, especially with certain credit requirements. Our team works diligently to find the best financing options available, but ultimately, the approval and terms are determined by the banks. 
  In your case, the bank did approve a certain amount for the loan, but with specific conditions due to your credit profile. Our goal was to find a solution that worked within these constraints.
  We also offered our Buy Here Pay Here option to provide more flexibility, but we understand those vehicles did not meet your preferences. We apologize if this process was not clearly communicated and for any frustration it caused. We assure you that we do not engage in deceptive practices and always aim for transparency in our dealings.
  If you have any further questions or need assistance, please feel free to contact us directly. We value your business and hope to better assist you in the future.

  Customer Answer

  Date: 07/03/2024

   I am rejecting this response because: they are lying and covering up their mistake.  I know exactly what the salesman admitted to having an approval with the down payment I was going to give.  I am not lying.  Just that the bank wanted them to lower the price because of the damages it had.  They refused to because they wouldnt make any money off of my purchase.  Instead of helping me get the car.  
  
  
  

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair 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.

  First, I want to express my regrets on doing business with this Casa Ford location at ***********************. very low commitment from sales personnel on get things resolved, they provide partial information and just get to talk with the managers is difficult since they are not available or out of office when required. i have the following situations. 1- I got two used autos, a truck and a car. the salesperson did not notify me about an issue with the ** on the truck before I sign the contract, I was aware of the issue the day after when the truck was under repair. Truck was delivered to me a week later. I reported and issue with the fan but did not get support; the salesperson told me to buy a sensor without even inspecting the truck, after one month I used it the ** did not work, so I took the truck back for review. the truck went to the shop, they told me the cost will be 800 but since i had warranties i need to pay only 100 to get the truck out of the shop, I did not agree, and the salesperson told me they will refund the 100 USD but i need to pay them at the shop. I made the payment, but I have not received the refund. 2- Due to the bad experience and attention, I decided to cancel the *** warranty which cost ******* for the truck and the 1420 for the car, the finance person calculated the return of the warranty cost using the total miles in the vehicle which I do not agreed with, since they are used cars and I purchased the warranty when the truck was ****** and the car ****** but they processed the cancelation considering all the miles so the return of the warranty cost was $1676.52 in the truck and ******* in the car. considering only the miles I used the vehicles it should be around 2400 in the truck and 1380 in the car, so I am asking that they recalculate the cancelation and only charge the miles used at the moment of the request. See copies for reference.

  

  Business Response

  Date: 05/23/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced with your recent purchase and service at Casa Ford. We strive to provide excellent customer service, and we regret that we fell short in your case. Regarding the issues with your trucks AC and fan, we are sorry for the communication breakdown and any inconvenience it caused. Our team should have been more transparent and supportive throughout the process. We understand the importance of timely and efficient service, and we will address this with our sales and service teams to prevent similar issues in the future. For the warranty cancellation, we appreciate your patience as we worked to resolve the matter. We have recalculated the warranty refund based on the miles used at the time of your request and have processed the appropriate refunds. If you have any further questions or need additional assistance, please do not hesitate to contact us directly. We value your feedback and are committed to improving our services.

  Customer Answer

  Date: 06/04/2024

   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.

   

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair 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.

  Purchased a 2015 Yukon XL from used car sales, as per used car sales, *** was inspected top to bottom and verified as a good used car, that was a short lived sad lie, the suv went less than 10 miles and check engine light came on after purchasing for misfiring on suv. The *** has been back to their shop 5-6 times. They constantly throw parts at it that doesnt fix the issue, *** tried contacting the ****************** I leave my Information with receptionist, and never get a response from him. Now I feel like Im stuck with a vehicle that they cannot fix, I feel like I was taken advantage of and no one wants to get back to me to resolve this issue. I called this morning for the 4th time for the ** at 8:55am on 5/6/2024. Like always I was told he was not in and gave my information once again.

  

  Business Response

  Date: 05/14/2024

  Customer bought a 2015 *** Yukon ************************************ on March 15, 2024. Customer returned the vehicle on March 26, 2024, stating that they were hearing a knocking noise on cold startups. Technician verified a misfire ping noise. The sparkplugs were removed and found to be fouled. During the inspection we found the Mass Air Flow Sensor was dirty. We replaced the spark plugs, spark plug wires, and the Mass Air Flow Sensor and cleared all codes. Started the vehicle cold and determined the noise was not present.
  
  On March 29, 2024, the customer returned stating the check engine light was on. We checked codes and found the vehicle had a misfire code. Inspection revealed 2 injectors were bleeding down. Both injectors were replaced, reset codes, and verified misfire was gone.
  On May 6, 2024, I was notified that the customer was calling in looking to talk to the General Manager. Since the General Manager was not in, I contacted the customer. ****************** stated that the check engine light was back on and the vehicle was running rough on cold starts. I arranged for ****************** to take the vehicle to the *** Dealer and get another opinion. I was, contacted by the *** Service Manager and told that the High pressure pump had been failing. I instructed the Service Manager to repair the vehicle. The parts were ordered on May 7, 2024, and was told that they should have the part in and the vehicle repaired around May 13, 2024.

  

  Business Response

  Date: 05/14/2024

  Today the customer vehicle was repaired today 5/14/24 without charge to the customer.